Webex for Support Engineer
March 18, 2022

Webex for Support Engineer

Naveed Ahsan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex App

We use Webex App for setting up remote sessions with customers for troubleshooting. It's being used because of its flexibility of controls and easiness of setting up meetings. Using Webex App, we just have to share a link with the customer, he will post it in the browser. Start the meeting(download the Webex App extension) and then share the screen. We as the organizer can let the customer share the screen for demonstrating the issue he is having. We can request controls. In an event of leaving the meeting, we can make him an organizer so that he can continue meeting with his team after the engineer leaves. The flexibility of use and simplicity of setting it up is what stands Webex App out with its competitors.

Pros

  • Sharing Screen. This feature is particularly useful for us working at my company so that the customer can interact and show us the actual issue.
  • Taking controls. This lets us experiment quickly in the customer's environment.
  • Sharing the link the customer. Easiness of setting up meeting with remote customers.
  • No need for downloading extra bunch of stuff to keep it running.

Cons

  • Original organizer when leaves the meeting should be able to delete it from calendar. When he deletes the meeting, meeting actually ends.
  • Takes some time to run.
  • IP's should be static. Some third party AV blocks Webex App communication because it's rated as unrated. Webex App should work on this.
  • No negative impact as such.
  • Our whole company uses this. Easy to use and setup.
  • Customer likes the product. Scheduling feature stands out.
I don't have that much exposure with interacting for support on Webex App. As a whole Cisco Support is really good. Provides good explanation of everything and gives awesome support.

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

It works fine for us. Never had any issues with Webex App. Very smooth operation of Webex App gives us edge of providing better support to our customers.
It is suited in technical support environment. Setting up one on one meetings. Even for in house IT, this is good software for setting up sessions with users, we can explain the issues and fix their problems on the session. It's little bit complicated to run for non technical users. It's GUI can be made easy for users.

Webex App Feature Ratings

Project Management
9.5
Task Management
8
Gantt Charts
Not Rated
Scheduling
10
Workflow Automation
9
Mobile Access
10
Search
10
Visual planning tools
10
Communication
7.5
Chat
7
Notifications
8
Discussions
8
Integrates with Outlook
7
File Sharing & Management
8.6
Versioning
7
Video files
8
Audio files
9
Document collaboration
9
Access control
9
Advanced security features
8
Device sync
10

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