WebEx Support Center - Remote Support Done Right!
May 08, 2018

WebEx Support Center - Remote Support Done Right!

Kurt Ferguson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with WebEx Support Center

We use WebEx Support Center in the IT department to support users remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 500 employees. All employees have a Virtual Desktop, and about 100 of them also have a physical desktop or laptop. Most employees work in one of our offices, but we do have at least 50-60 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting VDI access problems from users' personal machines, as well.
  • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
  • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
  • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
  • Cost - It isn't cheap, relative to other offerings. There are certainly other competing products out there that are far less expensive than WebEx Support Center. You're getting best-of-breed, but you're paying for it.
  • Skill level for Technician - The interface, while robust, can be a touch daunting for a novice user. There are certainly competing products out there with slightly more simplified interfaces for less technically adept users. That is a non-issue for us, but certainly, something to consider for the less technically-inclined.
  • One login per license - Some competing products allow multiple user accounts per license with just one concurrent login, but WebEx Support Center keeps this strictly 1:1.
  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
GoToAssist was the product we used previously that we replaced with WebEx Support Center. While GoToAssist is certainly a good product and it worked quite well for us, we as a team feel that WebEx Support Center is a more robust overall product. They have a great deal of functionality in common, and I'd argue that GoToAssist is a little bit more user-friendly, but we found the overall quality and performance of the WebEx Support Center software to be superior.

We use VNC Connect internally for VDI access due to cost and efficiency, but it is more intended as console-level access and lacks many of the features that WebEx Support Center has. We use both products because we feel their niches are significantly different.
WebEx Support Center does what it is designed to do very well. If you need robust, efficient, and comprehensive remote support software, look no further. There are certainly other products that are simpler, and other products that are a bit "prettier" from a UI standpoint, but in terms of overall functionality, WebEx Support Center is hard to beat. If you're a company on a very tight budget, there are certainly cheaper options available, however.

Cisco Webex Support Feature Ratings

Screen sharing
10
File transfer
10
Instant message
9
Secure remote access with Smart Card authentication
7
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
9
Session record
9
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
9