WebEx Support Center - Fast and Efficient
May 09, 2018

WebEx Support Center - Fast and Efficient

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

Overall Satisfaction with WebEx Support Center

Webex Support Center is being utilized by my IT Dept to work with vendors and clients to work on support issues and collaborate remotely. It provides a secure way of interacting with issues like a failed server or connecting to resources at a remote clients site. It is fast and efficient and safe as we know who is on the other end and can record our chat sessions for notes.
  • Easy Remote Access - Easy to install and doesn't require much interaction. It also doesn't matter if the user has admin rights, you can still connect and see what's going on using the temporary executable.
  • Deep Access Options - You can view the user's screen, take control of their screen, send files, and retrieve files, chat and save the history. It's a great tool for troubleshooting and training users.
  • Great Network performance - Even when users don't have a fast internet connection, speed is still adequate and my team can help them quickly.
  • 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, which gets steep.
  • Cost - This is a result of the above license structure. WebEx is not cheap, relative to other offerings. However for speed, security, and accuracy. You're getting best-of-breed, but you're paying for it.
  • WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
  • WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
Logmein GoToAssist
    • Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.
Kaseya with VNC Connect
  • We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.
We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 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 access problems from users' personal machines, as well.

Cisco Webex Support Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
9
Access to sleeping/powered-off computers
8
Over-the-Internet remote session
10
Initiate remote control from mobile
8
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
10
Annotations
10
Monitoring and Alerts
10
Multi-platform remote control
10