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A great collaboration suite to integrate with Cisco UCM
Updated July 25, 2023

A great collaboration suite to integrate with Cisco UCM

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex App

We have a pilot group of a few hundred using Cisco Webex Teams in their everyday work. It facilitates collaboration within and between departments. A smaller pilot group is using the direct UCM calling feature of Teams. The ultimate goal is to roll it out as a replacement for Skype for Business.
  • Seamless integration with Cisco UCM for voice/video calling
  • Persistent chat spaces
  • SSO integration
  • Headset integration. Most vendors' headset controls do not function with client.
  • Softphone ease of use. Example... because of keyboard focus issues on Windows, it takes 3-4 clicks to answer an incoming call from Webex Meetings
  • Using the right-click to call another user does not have awareness of that user being configured for UCM direct calling. The result is a Teams native call, to someone who who may not have that function configured. This is a tough nut to crack, but the cloud is aware of a given user's status as far as UCM direct calling vs. Teams native calling.
  • Leverages the value of the Cisco Flex licensing plan
  • Spaces seem to have a higher percentage of active participants than other group chat products previously used
Currently support and responsiveness is good. Originally, reaching support and getting timely responses was a real issue, as turnaround time for responses was typically 24 hours or more. This has steadily improved in the 3 years that I have been involved with the product. It is not quite at the level of the Cisco legacy products supported by TAC, but is approaching that level. That is no small feat in my book, as Cisco has set the bar for support for most of my career.
I don't have numbers, but the pilot users include sales, sales support, I/T, engineering and a sampling of users from most every functional area. If not for COVID-19 related delays, we would likely be in the early phases of a company-wide deployment.
  • Unified Communications Manager
  • Personnel Onboarding
UCM integration was relatively painless. There are not as many customizations available when compared with Jabber, but the essential hooks are available. I am not involved in other integrations
I think Teams is more seamlessly integrated for functions within Teams, and certainly requires less customer expertise, as most of the heavy lifting is in the Webex cloud. I think that Skype integrates better for traditional federations as Teams really has no native solution for this.

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

Yes

Are you happy with Webex App's feature set?

Yes

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?

Yes

Cisco Webex Teams is especially flexible for inter-company collaboration. It is very simple to include users from both inside your company and those in other Teams enterprises or even free Teams users. The flip side of that is making sure things fit company security and compliance policy. With each incremental release, more options are available, such as an on-prem key server, and the ability to store things on One Drive vs. internal Teams storage.

Webex App Feature Ratings

Project Management
8.0
Mobile Access
10
Search
6
Communication
8.0
Chat
10
Notifications
8
Discussions
9
Integrates with Outlook
5
File Sharing & Management
7.7
Video files
7
Audio files
7
Document collaboration
7
Access control
7
Advanced security features
8
Integrates with Google Drive
Not Rated
Device sync
10

Cisco Hybrid Work

  • Webex App
  • Cisco Webex Desk Pro
  • Working from an office or other company space
  • Working from home
This continues to evolve. In recent months the company is mandating return to office 3-5 days/week
On occasion, there have been reliability and/or capacity issues with core equipment.
Cisco video solutions continue to be easiest to use and compatible with most any service.
Stability of PC-based collaboration solutions is not as good as hardware devices. It seems that PC audio hardware in particular is not as table as an IP Phone or video endpoint.
The Webex Desk is spectacular. It functions as a great extra screen for the PC, but the ability to use the camera and audio hardware as PC devices in addition to being a standalone video endpoint makes it very flexible and very valuable. To some extent, it mitigates the issues we've had with PC audio/video.
  • Webex
  • Microsoft Teams
MS Teams is the company standard now.

Cisco Webex Experience

Using Teams with UCM calling provides the most robust calling feature set compared to comparable tools.
The real power of the tool lies in its intuitive simplicity. Even non-technical users seem to figure out how to accomplish tasks with minimal assistance.
Teams has become our go to tool for IM and especially file sharing. It is much quicker and simpler, and doesn’t require additional logins, like most of our alternative tools.

Using Webex App

1000 - There is a pretty good cross section of users. Last year the corporate standard was changed to MS Teams, but we still have a limited number of users that use Webex, particulary when dealing with customers that use Cisco technology.
Because Webex is a non-standard product, there is really no in-house support.
  • Collaboration with Cisco-based customers
  • Collaboration with Cisco
  • none
  • none. Focus is on Microsoft-based products
Because the company standard has changed to MS Teams and many of our customers have moved or are moving to MS Teams, I expect the number of Webex app users to continue to decline.

Evaluating Webex App and Competitors

  • Other
Because we deploy Webex for customers, it was important for us to have an internal implementation for familiarity
Unknown. The selection of MS Teams was driven by some factors outside technological factors, which were beyond our control.

Webex App Implementation

No. Things when as expected.
  • Implemented in-house
Yes
Change management was minimal
  • Upper management changed directions to MS Teams mid-stream

Webex App Training

Configuring Webex App

Integration with MS Teams seems more complex than would be desired
No - we have not done any customization to the interface
No - we have not done any custom code

Webex App Support

Response time on Webex issues is now comparable to other TAC-supported products, but that is more because the support for other products has declined.
ProsCons
Problems get solved
Kept well informed
Immediate help available
Escalation required
Need to explain problems multiple times
Slow Initial Response
No. Standard support should be sufficient in most cases.

Using Webex App

It is mostly intuitive and easy. Early in the life of the product, changes came very quickly and were hard to absorb.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Persistent chat.
  • Audio calling
  • video calling
  • I find searches seem harder to perform than I would like.
Yes - Works well and is consistent enough with desktop interface to NOT require training.

Webex App Reliability

No issues with scale in our experience.
There are times when Webex services are not available and the status page says that everything is green. I opened a case one time during one of these events and was told that if an outage did not impact all users, that the status was not downgraded from green... not a very useful system in my book
Performance is binary. It is either great or down.

Integrating Webex App

SSO was pretty simple. Azure is more complex. MS Teams is also complex
  • Single Signon
No
None

Relationship with Cisco

There is extreme variability in the working with vendor. At times it is ideal and at Cisco can be completely inflexible.
There is extreme variability in the working with vendor. At times it is ideal and at others it is tough to find someone who even understands who should be addressing an issue.
Outside my scope.

Upgrading Webex App

Yes - Yes. I am part of the beta program, so updates occur very frequently.
  • Prevent vulnerabilities
  • Bug fixes (before we experience them)