Item: Webex Calling
Rating: 10
Author: Evan Kent

Use Cases and Deployment Scope

Webex Calling is a phone system that is completely based in the cloud allowing end-users to connect and use the business phone line from anywhere in the world. During the times of remote work, for clients who currently use this software, it has been fantastic for continuing the "office" feel when calling in for clients, while still allowing employees to work remotely from anywhere in the world.

Pros and Cons

Routes calls.
Call quality.
Phone features like CID, call waiting, 3 way calling.

Internationally calling limitations.
Troubleshooting when issues arrive is difficult.
Does require a higher bandwidth then similar products for clear calls (but if you have it calls are crystal clear).

Return on Investment

It has allowed our business to continue without skipping a beat during the pandemic.
We have had to pay for some higher internet plans for home users.

All-in-one Platform

We have not used these features yet.

Security

It just works when it works. It is a fantastic out of the box tool that requires minimal setup on the end of the company and allows users to use multiple platforms/computers to successfully work within the needs of the business.

Alternatives Considered

I was not part of the selection committee, so I only support what is purchased and implemented. I cannot provide a proper comparison.

Key Insights

Do you think Webex Calling delivers good value for the price?

Yes

Are you happy with Webex Calling's feature set?

Yes

Did Webex Calling live up to sales and marketing promises?

Yes

Did implementation of Webex Calling go as expected?

I wasn't involved with the implementation phase

Would you buy Webex Calling again?

Yes

Other Software Used

Zoom, Skype, Microsoft Teams

Likelihood to Recommend

Webex Calling is perfect for your remote user working from home in an area with high internet speeds. In these cases, it works perfectly and the end caller does not know if they are home, on vacation, or in the office.

However, it does not work well if you have very rural employees with limited internet speeds. If the speeds cannot support the call quality the calls become almost impossible.

Users and Roles

50 - Everything from admins to C-level executives.

Support Headcount Required

Very little. It works pretty simply right out of the box. The interface is very intuitive and works the way you would expect. As long as an end user has basic understanding of how to open an application in windows, they will and should be able to use this application without any issues.

Business Processes Supported

Meetings
Phone Calls
Working Remotely

Innovative Uses

Being able to work from any location while not showing you are remote

Likelihood to Renew

10

Products Replaced

No

Key Differentiators

Product Features
Product Usability
Product Reputation
Prior Experience with the Product

We are an msp so mostly the clients will select software that works for them. Each client has different needs based on features and cost. Webex calling however is very easy to use and I haven't had any clients who have chosen it regret their decision. It works very well and lives up to it's reputation.

Support Rating

10

I've only had to reach out to support 2 or 3 times as the software works correctly, but each time the person was polite, well educated on their software, as well as quick and egger to resolve the issue.

Webex Calling Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

We did not. My MSP provides support for our clients. We rarely need the extra step with a vendor

Bug Resolution

No

If you have strong internet at home, this is great!

Overall Satisfaction with Webex Calling