Cisco Webex Support

Provide ability to gain control of the computer for an end user that is connected to the same meeting.

Easy to start a session on the fly.

Review the assignments of their own support teams that have to work with users like myself to resolve issues that my co-workers are having.

Assign support representative by regions. It doesn't make sense to have a support representative that lives on the other side of the world, making collaboration difficult.

They follow up often

Their ability to get logs on the backend

[In my experience], when there are issues, they sometimes ask for us to run tracelogs on the impacted participant's computer. Sometimes those participants use machines that are not managed by us and they are unwilling to get those logs. Ideally, [I feel] Webex can gather all the information from their side versus the participant side.

While I do appreciate the constant follow up, sometimes it is overwhelming. I know they are trying to clear their queues, but it seems like they email once a day if they have not heard back from you [in my experience].

Their support hours should coincide with my local hours of operation. Most of the support people I have worked with are located internationally and their hours of response are the opposite of my working hours.

The chat support is mostly available.

They have people working globally.

Sometimes they respond on social media.

They take a lot of time to resolve issues.

They will ignore you if you did not keep the plan upgraded.

They are least bothered if you lose business due to their late response.

Once an issue is brought to their notice, they will keep changing the service engineer, and every time they need more details from you which you have already provided.

Most of the service engineers don't even understand the problem.

Most in the department don't work all days. This results in delay of response.

They don't prioritise you.

The chat support is mostly helpless. They just forward your case to an engineer who mostly doesn't understand the problem, even after sending log files.

They have limited payment options. No PayPal or other payment options are available.

Webex has helped us increase and streamline support to our customers.

It allows us to enable forums or collaborative spaces to explain to clients and coworkers solution to certain problems

Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.

Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.

Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.

Cost - It isn't cheap, relative to other offerings. There are certainly other competing products out there that are far less expensive than WebEx Support Center. You're getting best-of-breed, but you're paying for it.

Skill level for Technician - The interface, while robust, can be a touch daunting for a novice user. There are certainly competing products out there with slightly more simplified interfaces for less technically adept users. That is a non-issue for us, but certainly, something to consider for the less technically-inclined.

One login per license - Some competing products allow multiple user accounts per license with just one concurrent login, but WebEx Support Center keeps this strictly 1:1.

Quick responses.

Quick solutions.

Nice reps.

Nothing to improve.

Easy Remote Access - Easy to install and doesn't require much interaction. It also doesn't matter if the user has admin rights, you can still connect and see what's going on using the temporary executable.

Deep Access Options - You can view the user's screen, take control of their screen, send files, and retrieve files, chat and save the history. It's a great tool for troubleshooting and training users.

Great Network performance - Even when users don't have a fast internet connection, speed is still adequate and my team can help them quickly.

One login per license - Some competing products allow multiple user accounts per license with just one concurrent login, but WebEx Support Center keeps this strictly 1:1, which gets steep.

Cost - This is a result of the above license structure. WebEx is not cheap, relative to other offerings. However for speed, security, and accuracy. You're getting best-of-breed, but you're paying for it.

Reliable

Easy to use

Available

Memory use

Mobile support

Webex is great for virtual meetings even with international clients or team members.

If you need a meeting setup right away it is easy as a click of a button.

It is a great recording tool for any kind of session such as support, meetings, training, or even just a conference call.

During initial setups it can be a little confusing.

The look and feel is a little rigid. It feels like it is in need of a smoother UI update.

When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.

The product is very clean looking.

ActiveX or Java Connectivity gives a nice choice.

Though the choice is nice, ActiveX and Java controls are sometimes repressed by paranoid IT people - connecting can be time consuming.

Multiple monitor support gives you a toggle and limits you to three monitors seen - problematic if the customer has more than three monitors, or if you need to see all monitors at once.