Item: Webex Meetings
Rating: 4
Author: Kaley White

Overall Satisfaction with Webex Meetings

Use Cases and Deployment Scope

I used Webex as a customer support agent. We allowed customers to choose among Webex, Zoom, Teams, Google Meet, AnyDesk, and phone.

Pros and Cons

Pros

For some customers, it is the only allowed video conferencing tool.
The free plan offers the same features s paid plans except for a shorter time limit.

Cons

I've experienced frequent audio and screenshare issues.

Return on Investment

Webex allowed us to serve clients that could not use any other video conferencing software.

Alternatives Considered

Microsoft Teams and AnyDesk

Compared to more well-known video conferencing software like Zoom, Teams, GoTo, and Google Meet, Webex is buggier and less usable.

Key Insights

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

Not sure

Are you happy with Webex Meetings's feature set?

Did Webex Meetings live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex Meetings go as expected?

I wasn't involved with the implementation phase

Would you buy Webex Meetings again?

I only used Webex Meetings when I absolutely had to—i.e., when the customer insisted. Even then, we often had to supplement with phone call because audio didn't work. I've also experienced problems sharing my screen. It could be worse, but the Webex Meetings UI isn't terribly intuitive.

Webex Meetings Feature Ratings

Cisco Webex Experience

Ease-of-Use

I've only used Webex's basic features—basic video conferencing and chat.

All-in-one Platform

I have not used other Cisco Collaboration products.

Security

Webex integrates pretty well with Google Calendar.

Using Webex Meetings

Users and Roles

10 - The customer support team at my organization uses Webex Meetings.

Support Headcount Required

3 - We have no dedicated Webex Meetings support personnel, but our internal IT team is available if needed.

Business Processes Supported

Customer support meetings

Innovative Uses

We allow customers to choose which video conferencing software to use. One option is Webex.

Future Planned Uses

We're always exploring ways to make our webinars more efficient.

Likelihood to Renew

I'm uninvolved with video conferencing software selection, but if it were up to me, I wouldn't choose Webex Meetings again.

Evaluating Webex Meetings and Competitors

Products Replaced

Key Differentiators

I was uninvolved with the selection of Webex Meetings, but because we use Google Suite, Google Meet, not Webex Meetings, is our preferred video conferencing tool.

Evaluation Lessons Learned

I am uninvolved in the selection process.

Webex Meetings Implementation

Implementation Rating

I was uninvolved with the implementation of Webex Meetings, but I don't believe we encountered any implementation difficulties.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Not sure - I was uninvolved with the implementation of Webex Meetings.

Webex Meetings Training

Training Types Used

No Training

In-Person Training

Online Training

Ease of Webex Meetings Training

Like most video conferencing software, Webex's basic functionality is easy enough to learn that training was not required.

Using Webex Meetings

Usability

Most video conferencing is more intuitive to use than Webex. For example, troubleshooting audio or screen share issues isn't seamless.

Usability Pros and Cons

Pros	Cons
Relatively simple Technical support not required Consistent Quick to learn Familiar	Do not like to use Difficult to use Not well integrated Cumbersome Feel nervous using