Cisco Webex Support (discontinued) vs. N-able Take Control

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.

Incentivized

It is phenomenal as a remote service tool, as well as a Teamviewer alternative for end users. But its per device interface is lacking, as well as how technicians are set-up. Once you learn the ins and outs its quite easy to use from both sides. However, it can be a little quirky when initially set-up.

Incentivized

• Webex has helped us increase and streamline support to our customers.
• It allows us to enable forums or collaborative spaces to explain to clients and coworkers solution to certain problems

Incentivized

• Take Control is really good at accessing a device with no end-user involvement. The user doesn't have to click on permissions or visit a particular site. We simply can take control of their device from the RMM dashboard.
• If Microsoft issues a patch/update, I can schedule a release of a mass install to all client sites at the click of a mouse from within my office.

Incentivized

• [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.

Incentivized

• Performance on low-end machines.
• Verbosity when changing stream quality.
• File manager needs improving, dragging files causes graphical issues.
• Connection time needs to be reduced.
• Ability to adjust re-connection time.
• Integration with more password-storage applications.
• Screen blanking is buggy in some instances and makes the session unusable.

Incentivized

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 interface needs a lot of updating. It's just too "busy."

Incentivized

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

• 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.

Incentivized

Bad experiences with ConnectWise platforms in general ruled it out for us at this point in time. To be fair this was not really ConnectWise's fault more the team that set things up poorly leading to significant issues across the system. TeamViewer had long been our go to, but pricing increases, the inclusion of ads (in a not inexpensive product) is infuriating for some. and ongoing poor business behavior reports in the industry lead us to look elsewhere

• 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.

• We we're able to bundle Take Control into our RMM pricing removing the need to pay for a separate system and maintain its intergration
• Remote access is only a click away saving our techs time
• Reliable connection mean issues are resolved without having to 'fix' the remote access first