Item: Cisco Webex Support (discontinued)
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We stopped using Cisco WebEx at the beginning of this year and one of the reasons why is because of the drop in quality of service by Cisco WebEx Support. We were using it across our whole organization (350+ employees) and with all of our clients (10,000+ end users). For many years, Cisco WebEx Support helped us to provide training, customer support, and sales demos to current and potential clients.

Pros and Cons

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.

Return on Investment

Initially the ROI was very good. We tried to leave and use another platform (cost issues) and didn't have as much success so we came back to Cisco Webex Support.
It allowed us to provide support to employees and clients as we needed to be able to provide it.

Alternatives Considered

Skype for Business (formerly Lync), now part of Microsoft Teams, Microsoft Teams, GoToMeeting and RingCentral

I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.

Key Insights

Do you think Cisco Webex Support (discontinued) delivers good value for the price?

Yes

Are you happy with Cisco Webex Support (discontinued)'s feature set?

Yes

Did Cisco Webex Support (discontinued) live up to sales and marketing promises?

Did implementation of Cisco Webex Support (discontinued) go as expected?

Would you buy Cisco Webex Support (discontinued) again?

Other Software Used

Microsoft Teams, RingCentral

Likelihood to Recommend

We used Cisco WebEx Support to provide support and training to our clients. We produce software for specific industries and our clients are the users of that software. To be able to have sessions where we can look at their computer, and even take control of it through the session, to perform simple customer service, issue resolution, and even training is appreciated. The functionality was pretty solid for us. We did have an employee that used it to perform a demo on how the software was supposed to work. This was probably not the best possible method for performing the demonstration.

Cisco WebEx Support Lost My Support

Overall Satisfaction with Cisco Webex Support