Item: ConnectWise ScreenConnect
Rating: 8
Author: Miguel Garcia

Use Cases and Deployment Scope

We use ConnectWise to remote control other employees computer for troubleshooting purposes.

Pros and Cons

lag free remote control of users computers
communicating with users during remote control session
file transfers during remote sessions

the remote control task bar bugs out more than it should
when doing a remote session from the support tab, only some times it prompts for adminstrator access when this access is needed. most of the time it just just black screen when UAC input is required.
it does not scale well when more than 2 monitors are involved in a remote session

Return on Investment

unfortunately i'm not privy to ROI information

Alternatives Considered

TeamViewer, Microsoft Teams and AnyDesk

To be honest it holds it's own against TeamViewer, Teams, Timbuktu, AnyDesk etc, but has nothing that makes it better or worse.

Key Insights

Do you think ConnectWise ScreenConnect delivers good value for the price?

Yes

Are you happy with ConnectWise ScreenConnect's feature set?

Yes

Did ConnectWise ScreenConnect live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise ScreenConnect go as expected?

I wasn't involved with the implementation phase

Would you buy ConnectWise ScreenConnect again?

Yes

Other Software Used

Genesys Cloud (formerly PureCloud), BMC Helix Remedyforce, WhatsApp Business, Progress WhatsUp Gold (formerly Ipswitch WhatsUp Gold)

It does what it is supposed to do, in the nearly 2 years that I have used it we never had any real problems with it. One time all the saved Support sessions disappeared overnight and nobody could figure out why. Other than that it is a solid product for remote desktop support.

Support Rating

Never had to use support one single time. Can not give a rating, but that in and of itself speaks volumes. A product that doesn't need support is a product I support.

Likelihood to Recommend

All around good tool for remote control sessions in support scenarios

Great Remote Support Tool that always works when you need it.

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)