Cisco Webex Support

Score8.8 out of 10

65 Reviews and Ratings

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What is Cisco Webex Support?

Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.

Categories & Use Cases

Remote Desktop

Secure remote access with Smart Card authentication
Establish secure remote connection via Smart Card authentication and Smart Card logon.
Category average: 7.7
Screen sharing
Allows participants to share their computer screens with others in the meeting, enabling collaborative work and presentations.
Category average: 9.3
File transfer
Securely exchange files with remote computer without having to use email or FTP.
Category average: 8.6

Remote management of servers & workstations
Server reboot, start/stop services & processes, clear logs, manage disks, shares, etc. without having to initiate remote control.
Category average: 8.4
Multi-platform remote control
Ability to remotely connect to multiple operating systems (Windows®, Mac OS® and Linux®).
Category average: 6.5
Initiate remote control from mobile
Mobile application for remote controlling computers from mobile device (iOS, Android)
Category average: 7.6

Lokanadha Reddy A View profile

AVP in Information Technology at Credit Suisse (10,001+ employees employees)

Use Cases and Deployment Scope

We use Webex meetings for the b2b collaboration and Webex events for IR, Investment market -Morning briefing calls. During the Pandemic, it made closer communications to the customer without impacting our business

Pros

Our CSM is around for any help
Cisco Webex TAC support is very good
We have some issues post-Webex site upgrade for joining the Webex meetings and the TAC team helped Quickly

Cons

Reduce the meeting joining time

Return on Investment

Overall good tool for the B2b meetings and town Halll and events and trainings

Other Software Used

Wireshark, Notepad++, Telerik Fiddler

Julio Cesar Lara Favela View profile

Director ejecutivo zona Noroeste-Centro in Information Technology at MONARCH MEXICO (51-200 employees employees)

Pros

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

Return on Investment

Positive, it has provided us with significant savings on travel expenses for our engineers and sales staff by allowing us to connect with customers remotely.

Alternatives Considered

Cisco Webex Teams (formerly Cisco Spark)

Other Software Used

Cisco Webex Meetings, Cisco Webex Room Kit Mini, Cisco Webex Teams (formerly Cisco Spark)

Kurt Ferguson View profile

Lead Desktop Analyst in Information Technology at Fidelity & Guaranty Life (201-500 employees employees)

Pros

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.

Cons

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.

Return on Investment

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.

Alternatives Considered

GoToAssist and VNC Connect

Verified User

Manager in Professional Services (201-500 employees employees)

Pros

Provide ability to gain control of the computer for an end user that is connected to the same meeting.
Easy to start a session on the fly.

Cons

Review the assignments of their own support teams that have to work with users like myself to resolve issues that my co-workers are having.
Assign support representative by regions. It doesn't make sense to have a support representative that lives on the other side of the world, making collaboration difficult.

Return on Investment

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.

Alternatives Considered

Skype for Business (formerly Lync), now part of Microsoft Teams, Microsoft Teams, GoToMeeting and RingCentral

Other Software Used

Microsoft Teams, RingCentral

Verified User

Director in Information Technology (10,001+ employees employees)

Pros

They follow up often
Their ability to get logs on the backend

Cons

[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.

Return on Investment

Allows real time interactivity with remote students/participants
Very secure and widely accepted by many companies

Alternatives Considered

Zoom, Microsoft Teams, BlueJeans Meetings, Adobe Connect and GoToMeeting

Other Software Used

Zoom, Microsoft Teams, BlueJeans Meetings

GoTo Meeting

Adobe Connect

Zoom Workplace

Cisco Webex Support

What is Cisco Webex Support?

Categories & Use Cases

Key Features

Top Performing Features

Secure remote access with Smart Card authentication

Screen sharing

File transfer

Areas for Improvement

Remote management of servers & workstations

Multi-platform remote control

Initiate remote control from mobile

Reviews

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