Item: Webex App
Rating: 10
Author: Ramzie Husary

Use Cases and Deployment Scope

WebEx [(formerly Webex Teams)] is being used currently by departments at the moment but we are currently getting ready to deploy it across the whole firm replacing Jabber at the beginning of the the 2021 year. With the roll out of WebEx it will allow departments to communicate in a real time manner by utilizing the "Teams" feature and features within the application such as reactions and threading. These features have been crucial with the work from home environment allowing better interactions using messaging. Along with being able to start an on the fly meeting within teams to quickly start a video chat.

Pros and Cons

Group chat/Teams
Messaging Features
Mobile device sync improvements
Device transfer

Presence needs improvement
Notification settings ability to set chat mute at a set time without having to into DND
Numeric pad should be in a more natural location rather than clicking multiple times to access

Return on Investment

Phone services on mobile device is hit or miss.
Message sync is reliable.

Alternatives Considered

Microsoft Teams, Zoom and RingCentral

Integration with our enterprise. Allowing us to transition from Jabber to WebEx simple and smooth. Allowing new features without having users feel overwhelmed with a new program. Allowing CTI control with our conference room devices and allowing seamless and wireless connections to our Cisco Telepresence.

Support Rating

Support agents are good but at time's feel like they do not have technical training on the application rather than following a script that was provided to them. At time support feels like we are a burden rather than a valued customer with issues that need to be addressed sooner rather than later.

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?

I wasn't involved with the selection/purchase process

Did implementation of Webex App go as expected?

Yes

Would you buy Webex App again?

Yes

Usability

As we are still implementing Teams across our network we are finding that our users are requesting features that are not available or compatible with Webex. The presence feature is still buggy and needs improvement causing our users to not want to use the application. Presence is a big feature our users rely on.

Likelihood to Recommend

Webex [(formerly Webex Teams)] has allowed our departments to use messaging as an everyday resource and allowing teams to create spaces for different topics while staying on topic using the threading feature even if replying 20-30 minutes after a message was sent. Reactions have helped boost up appreciation by allowing user to react to a comment.

WebEx for the win

Overall Satisfaction with Webex (formerly Webex Teams)