Apache Guacamole is a clientless remote desktop gateway. Once installed on a server, all that is needed to access remote desktops is a web browser. Apache Guacamole is free and open source software. It is licensed under the Apache License, Version 2.0, and is maintained by a community of developers that use Guacamole to access their own development environments.
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Cisco Webex Support
Score 8.8 out of 10
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Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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Pricing
Apache Guacamole
Cisco Webex Support (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Apache Guacamole
Cisco Webex Support
Free Trial
No
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Apache Guacamole
Cisco Webex Support (discontinued)
Features
Apache Guacamole
Cisco Webex Support (discontinued)
Remote Administration
Comparison of Remote Administration features of Product A and Product B
Apache Guacamole
8.7
Ratings
7% above category average
Cisco Webex Support (discontinued)
6.8
Ratings
18% below category average
Screen sharing
9.50 Ratings
8.90 Ratings
File transfer
9.10 Ratings
8.90 Ratings
Access to sleeping/powered-off computers
9.10 Ratings
6.00 Ratings
Over-the-Internet remote session
10.00 Ratings
8.90 Ratings
Initiate remote control from mobile
7.00 Ratings
1.30 Ratings
Remote management of servers & workstations
9.50 Ratings
2.00 Ratings
Centralized management dashboard
8.00 Ratings
8.80 Ratings
Session record
8.00 Ratings
8.60 Ratings
Monitoring and Alerts
7.00 Ratings
8.90 Ratings
Multi-platform remote control
9.50 Ratings
1.50 Ratings
Instant message
00 Ratings
7.10 Ratings
Secure remote access with Smart Card authentication
Apache Guacamole is well suited for providing remote access and controlling administrative servers/devices in small to medium-scale deployments. Guacamole client is an HTML5 web application, to use it you only need any modern web browser. In my opinion, the developers' choice to use Tomcat/Java made the application somewhat heavyweight with too many dependencies. If we manage to resolve the stability issues we would likely use it for employees' access to their workstations company-wide.
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.
[In my experience], when there are issues, they sometimes ask for us to run tracelogs on the impacted participant's computer. Sometimes those participants use machines that are not managed by us and they are unwilling to get those logs. Ideally, [I feel] Webex can gather all the information from their side versus the participant side.
While I do appreciate the constant follow up, sometimes it is overwhelming. I know they are trying to clear their queues, but it seems like they email once a day if they have not heard back from you [in my experience].
Their support hours should coincide with my local hours of operation. Most of the support people I have worked with are located internationally and their hours of response are the opposite of my working hours.
Webex is well known by many other companies. It is easy to use and versatile. This familiarity builds a standard to conferencing and users are more comfortable using it. If you want to be safe with a choice of the many conferencing tools out there, Webex will be your best bet
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.
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.
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.
Initially the ROI was very good. We tried to leave and use another platform (cost issues) and didn't have as much success so we came back to Cisco Webex Support.
It allowed us to provide support to employees and clients as we needed to be able to provide it.
