Item: Webex App
Rating: 6
Author: Jason White

Overall Satisfaction with Cisco Jabber

Use Cases and Deployment Scope

Currently, we use Cisco Jabber as our primary soft phone service. We previously used the chat functions, but have since switched to Slack. Jabber allows us to eliminate the need for physical phones in most cases, and allows for more flexibility in our hybrid work environment. It is currently in use by about 85% of the company.

Pros and Cons

Pros

Fairly easy to use.
Simple interface.
Some integrations.

Cons

Call quality could be better.
Audio functions could be easier to access.
Needs better cross-functionality with call control software.

Return on Investment

Decreased the need for physical phones.
Greater flexibility in work location.
Cross platform.

Alternatives Considered

Currently, the primary reason to stay with Jabber is due to its cost and widespread use. Switching to an alternative would either require switching other services as well; or it will require additional costs and lock us into other services. It would also require a lot of retooling to switch current processes.

Key Insights

Do you think Webex App delivers good value for the price?

Not sure

Are you happy with Webex App's feature set?

Did Webex App live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex App go as expected?

I wasn't involved with the implementation phase

Would you buy Webex App again?

Other Software Used

Zoom, Microsoft 365 (formerly Office 365), Apple iCloud

Likelihood to Recommend

For companies that are primarily using all Cisco products, Jabber makes sense. It works well in conjunction with WebEx, and other Cisco services. If you are also using Cisco desk phone, it allows for greater flexibility as you move back and forth between locations, or when traveling.

If you are using other services for your conferencing and chat, then Jabber may not be the best choice.

Webex App Feature Ratings

Using Cisco Jabber

Users and Roles

8000 - We use Jabber across all business functions. The only departments we currently do not use it in, are those taking incoming client calls. This is due to an incompatibility between the call control software and Jabber. Jabber is installed on all end users' systems and is used by most who do not use their cell phones as their primary form of communication.

Support Headcount Required

20 - Jabber is supported by our entire Help Desk, though primarily calls regarding Jabber are handled by our second-level support. They install and support the software and call functionality, as well as handle the provisioning and de-provisioning of all Jabber devices. We also have an internal phone team that handles engineering level and backend support.

Comments

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Jabber is a Solid but not stellar IP phone software