Great Webex-pectations, the Webex App is great for a unified experience
October 07, 2021

Great Webex-pectations, the Webex App is great for a unified experience

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex App

At Forfusion we utilize the full Cisco Webex Suite, including calling, meetings, and messaging. All of this is delivered through one application, the Cisco Webex App. The Webex App allows all sections of our business to communicate effectively via instant messaging (either group or one to one), voice, and more predominantly video calling, or via ad-hoc or scheduled meetings. The Webex App is utilized for all communication internally and externally with our valued customers and partners, safe in the knowledge that our messages, meetings, and calls are being undertaken on a secure architecture. The cloud delivery of the Webex architecture allows our workforce to communicate from anywhere, which was greatly appreciated during the global COVID-19 outbreak. Normal business operations were able to continue effectively with our workforce distributed across the UK. The continued evergreen nature of the Webex App is extremely appreciated, allowing our support and management teams to focus on our customer care rather than reactive monitoring of our core communication platforms. Further, the Webex Control Hub has allowed for us to rapidly integrate Webex with our Microsoft Office 365 Azure Active Directory for single sign-on (SSO), Exchange for calendaring and meeting preparation, and to easily deploy new users and services.

Pros

  • Messaging.
  • Meetings.
  • Calling.

Cons

  • Confusing rebranding leading to erosion of brand stability.
  • Multiline calling isn't available easily via Webex Calling (Cloud).
  • Webex APIs are limited unless you utilize Webex Calling.
  • Over 120% increase year-on-year in online meeting uptake.
  • 71% of meetings utilizing video over a one-year period.
  • Reduction in on-premises infrastructure due to migration to Webex Calling, thereby reducing operation overhead of managing servers, hypervisors, and hardware.
It's nearly impossible not to have Microsoft Teams licensing with any modern Office 365 subscription, so under most circumstances it will be the default application an organization will use for messaging and meetings. At Forfusion, this was the case until the advent of Cisco Spark, which is now the Webex App. Whilst Microsoft Teams is a great app for collaboration when utilizing Office 365, the ecosystem for handsets, headsets, video endpoints, and integration with third-party applications is not as cohesive or easy to use as Cisco Webex. The Cisco Webex DevNet provides easier access to APIs for integration with our suite of Zoho tools, such as Projects and People. Cisco also provides a better integration into third-party conferencing platforms; Microsoft will try to keep you within their walled-garden.
Support is one of the strongpoints of Cisco Webex. The ability to raise cases with Cisco Technical Assistance Centre (TAC) or the XaaS teams means that you can get easier access to resolution for issues that are under the hood. It's an often underrated aspect that when things are going well you don't think about, but the ease with which you can leverage support from Cisco is one of the strongest things about their products. Sure, things may take longer than you'd like to resolve sometimes, but at least you can access support at the touch of a button, and you can chase that support via the escalation paths. The Webex Admin Hub also provides a wealth of analytics and troubleshooting data that helps with the day-to-day resolution of end-user complaints and issues. The ease of inspecting a meeting, working out how a client connected (wired or wireless), and the utilization of their CPU and memory can really reduce that time to resolution.

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?

Yes

Did implementation of Webex App go as expected?

Yes

Would you buy Webex App again?

Yes

The Webex App is very easy to use, with quick access to calling, meetings, and messaging. It's all in one place so you aren't looking elsewhere for it. The ability to change the themes (light or dark) and the screen reader integrations help with diversity access. The lack of high-contrast mode does restrict some usability for visually impaired users, though this is in the backlog for addressing. It's not perfect; the app does suffer from visual cluttering, and the use of the Webex Desktop App for classic Webex Events can be annoying. Again, these are being addressed, but it is still something that causes minor pain points. The refreshed branding is nice, but again it's the third iteration in the life of the product.
Webex App is a great tool for organizations that want a unified application to deliver meetings, messaging, and calling. There are multiple deployment options that allow the client to be delivered as a cloud solution, hosted cloud solution, or to integrate with existing investment in Cisco Unified Communications Manager (CUCM). It can also be utilized for meetings only, or calling only; however, in both situations it will deliver messaging, which, if your organization utilizes other applications, can add an overhead for management. The app also integrates well with Cisco's suite of devices (headsets, phones, and meeting endpoints), so should you need a full solution, this is great.

Webex App Feature Ratings

Project Management
9.0
Scheduling
8
Workflow Automation
8
Mobile Access
10
Search
10
Communication
7.8
Chat
9
Notifications
9
Discussions
7
Surveys
5
Integrates with Outlook
9
File Sharing & Management
9.0
Video files
10
Audio files
10
Document collaboration
6
Advanced security features
10
Integrates with Google Drive
8
Device sync
10

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