Item: Webex App
Rating: 8
Author: Sabri Shade

Use Cases and Deployment Scope

We do online support so it helps to be able to view and interact with other clients when they have an issue. Also recording the calls to discuss and review the issues we investigate helps tremendously. We also can interactively update and fix some of the issues encountered directly on the call. The possibility of sharing the recording for training also proves to be extremely beneficial[.]

Pros and Cons

Desktop sharing
Recording the calls
Being able to share documents[.]
Downloading and reviewing shared videos[.]

The audio sometimes is troubling a bit[.]
The features and capabilities are not always visible[.]
The option to annotate or [screensaver] would also be helpful[.]

Return on Investment

For support these tools are essential for customer communication and investigation[.]
Internally as a chat tool it delivers value and ease of use[.]
Document sharing small files and logs is easy enough.

Alternatives Considered

Zoom

They perform relatively [similar] but the [video-sharing] in Webex is much more suited for support and training use. Zoom has its benefits but is not as widely used and trusted by customers and vendors alike. The security on Webex is compliant and for many customers[,] a deal breaker as there [have] been security issues with the zoom product. Webex is intuitively easier to use for the customers than zoom.

Support Rating

I have generally never had issues with using Webex and on the rare occasion that the need occurred for support eg with some sound equipment there has been a very quick turnaround. Also[,] the knowledge base that [exists] for Webex issues generally has an answer to the issues encountered, and therefore very little else is required to resolve the matters.

Key Insights

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

Other Software Used

Zoom, FileZilla, Citrix ShareFile

Usability

It generally lives up to my expectation. As mentioned there are sometimes [issues with] sound but generally easily resolved. The chat app is fairly flexible and [its] use is intuitive and makes for easy means of assisting and assessing customer issues. The fact it is so widely used makes it easier to handle and [deal] with customers that [have high-security] considerations.

Likelihood to Recommend

Webex is a perfect tool for remote assisting and supporting our clients. The video option allows us to share with [higher-level] engineering or specialist where needed. We can also do our training sessions interactively when we are constrained to working from home. The Webex app as a basic messaging tool and for document collaboration also helps to make short work of projects.

Why WEbex is the macgyver asset for Support Engineers

Overall Satisfaction with Webex App