Item: Webex App
Rating: 9
Author: jeffrey moura

Overall Satisfaction with Webex App

Use Cases and Deployment Scope

The product is used to allow enriched collaboration between colleagues. it is used also for large events where several hundreds or thousands of participants are expected. the main aim is to be able to provide a feature enhanced tool to both meeting host and participants to foster high engagement from the participants

Pros and Cons

Pros

Share content
Perform team meetings
Share documents
Communicate one to one and in group
usage of AI features freely

Cons

It can be tricky to use the calling part
Sometimes the app launches the Webex Meetings app
The pairing with video endpoints
sometimes the limitations linked to the roles are not very clear
the integration with other software is less streamlined compared to competitors

Return on Investment

It has a positive impact on the time spent on projects.
It has positive impact on progress made on a topic.
It is easier to share information thus saving time.
it is quite straight forward now to organise and start meetings from any platform be it on mobile or laptop
We can collaborate in chat spaces with persons who are outside our organisation without having to do complex configurations
we use it to communicate rapidly with our customer which contribute to create somekind of intimacy with thouse customers

Other Cisco Products Used

Vidcast by Webex Leap

Adoption

the company has about 10000 licenses company wide but is not the primary collaboration tool.

webex is used in addition to microsoft teams. we are using webex mainly for some big events internally but also to communicate with customers that have webex on their end. we have also several cisco devices that are installed in the company premises, so we use webex meeting to make the most out of it

Cisco Products Used for Hybrid Work

Webex Meetings
Webex App
Webex Calling
Webex Webinars
Slido
Cisco Webex Room Series
Cisco Headset 500 Series

Organizational Challenges Faced

the main issue was to ensure to maintain quality interactions whenever it was required be it at home or at the office. the complex integration process of some hardware with the cloud has been a challenge for on-prem solution that webex solves. we have also recently move our contact center to webex and it is more simple to handle for employees working at home.

Impact on Organizational Challenges

it has had a positive impact on agents that can now work more easily at home while ensuring a professional level of support to our customers. we have also the choice to activate the webex ai assistant in our meetings to get summaries and someone can catch up easily whenever they join the meeting in progress

Hybrid Work Experience

we were able to organise our meeting irrespective of the status of the participant, including those working from home. the idea of being able to continue to work as a group even remotely is something that is a great plus for our organisation. we are able also to meet and present our work to our customers easily

Alternatives Considered

Zoom and Microsoft Teams

Webex App seems to be more robust and has a more attractive Gui. the fact that webex looks technologically superior compared to other solutions thanks to the various features that are being offered to customers. we are also working in different geographical locations and also using different languages, i believe the translation feature of webex ai will be of great help as it is free of charge for the basic part compared to the paid feature of copilot

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?

I wasn't involved with the implementation phase

Would you buy Webex App again?

Yes

Other Software Used

Microsoft Teams, Skype for Business / Lync (discontinued), Zoom Phone

Likelihood to Recommend

It is really nice to use when you want to collaborate before during and after meetings. We can share documents, we can work together on a Miro wall or a Trello. We can easily collaborate with persons outside our organisation also. i really like the fact there are AI features like meeting summary but also the noise reduction feature that helps to participate to meetings in any environment.

Webex App Feature Ratings

Cisco Webex Experience

All-in-one Platform

I have been using Cisco devices like the DX80 along with the webex app. it is interesting to be able to switch between the two when on the move

Security

webex app allow us to have secured meetings thanks to zero trust

Ease-of-Use

these innovations has allowed for example to be working nearly from any place without having to care about the background noise . this is particularly important when working in a noisy place

Using Webex App

Users and Roles

10000 - we have several functions including customer facing role and also back office one.

Support Headcount Required

3000 -

we initially had 3000 users to support.

the scope was mainly french users that were involved on internal and external meetings where they had to use webex

Business Processes Supported

internal team meetings
customer meetings
partner meetings

Innovative Uses

during covid 19, it was easier to deploy webex as collaboration tool for teleworking

Future Planned Uses

for hybrid events like product roadshow

Likelihood to Renew

i believe it is a very good tool with great interface in comparison with other tools that are available on the market

Webex App Support

Support Rating

The support is good and we have a good response when there are incidents.

Webex App Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem Support cares about my success Quick Initial Response	Escalation required Difficult to get immediate help