Item: Webex App
Rating: 10
Author: Chethan Chandra

Overall Satisfaction with Webex App

Use Cases and Deployment Scope

Webex is one of the oldest team communication software we use. This is mainly used internally and provides a seamless and stable communication channel. As far as I can recall my first video conference a few years ago, was on Cisco Webex, most of our meeting rooms also had supporting hardware - large webcam, audio devices, etc.

Pros and Cons

Pros

Stable connectivity.
Handles large group very well.
Simple & intuitive user interface.

Cons

Some of new vendors added lot of new features in very short time.
Some other large vendors provided suite of integrated enterprise software platform.

Return on Investment

Almost no training effort
Integration with hardware - microphones, bluetooth are all seamless
With remote working being fully enabled, socializing in person has taken back seat.

Alternatives Considered

Microsoft Teams, now part of Microsoft Teams, Skype for Business (formerly Lync), Zoom, Amazon Chime and Google Hangouts (Classic)

Webex integrates Cisco hardware range very well with its software offering, particularly nice to take meetings on the go with the App. This provides a seamless experience. The others don't have a great hardware range, or what they have is limited & co-branded making it expensive. They have a wide range of cloud integration that a particular large enterprise may find lucrative.

Key Insights

Do you think Webex App delivers good value for the price?

Yes

Are you happy with Webex App's feature set?

Yes

Did Webex App live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex App go as expected?

Yes

Would you buy Webex App again?

Yes

Other Software Used

Citrix Workspace, Workzoom

Likelihood to Recommend

Webex App is well suited for live broadcasting when hundreds of views are involved, across multiple geographies. Webex App also works very well in an all Cisco environment, including TV, Webcam, desk/VoIP phone, softphones, phone applications. I'd recommend Webex App to anyone who looks for the convenience of calling from anywhere to anywhere!

Webex App Feature Ratings

Cisco Hybrid Work

Cisco Webex Experience

Using Webex App

Users and Roles

All functions within our organizations used Webex, such as IT Consulting, Business Consulting, HR, IT, Finance etc.

Support Headcount Required

15 - The internal support were typically skilled in Network and IT support as with any Software company.

Business Processes Supported

Lower calling costs.
Seamless global connectivity.
One setup for all employees.

Innovative Uses

Integration with Cisco Room, not so innovative but the presence in such room is very delightful

Future Planned Uses

As webex advances we may look at expanding its usage as well

Likelihood to Renew

Given Webex is one of the old and most reliable, I'm hopeful it will be renewed. Its now important that ever before that more than one collaboration tools is must have.

Evaluating Webex App and Competitors

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Scalability - Webapp is the oldest and most scalable platform I've known. The platform has showcased the stability in hosting large scale events like none else. The decision to purchase Webex is not made by other teams in my organization.

Evaluation Lessons Learned

I will not be involved in evaluation of Collaboration tools. If I were involved, the evaluation would involve a strong benchmarking process against organization requirements - both regular usage and at scale.

Webex App Implementation

Implementation Rating

I did not participate in the implementation of this product, please skip this question.

Implementation Details / Implementation Partner

Implemented in-house
Don't know

Change Management Lessons

Not sure - Cisco has been implemented in our organization quite some time back. I'd assume the CM effort was minimal.

Implementation Issues

None

Webex App Training

Training Types Used

Online Training
No Training

In-Person Training

Online Training

We've had our IT conduct multiple sessions, and online self learning is available.

Ease of Webex App Training

For me learning to use Webex didn't have a great curve, its was simple
and plane, I was good to go in the first attempt. I'm also not the ones
with very high IQ. If I could do it most others can do it.

Configuring Webex App

Product Configurability

Webex configurability is just right, sometimes the new configurations appear just as you like it.

Configuration Lessons

Our IT team would know better.

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

I'm not aware of any customization or additional configuration we use in our organization.

Webex App Support

Support Rating

Over the years I have never had a need to contact Webex support, it could only mean that the product is excellent. I know from our IT teams that administering/back-end wasn't easy for our global setup. I'm also aware that they had the necessary support and training from Cisco, most importantly the local support which most software companies didn't provide back then.

Webex App Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

I'm not involved in support purchase discussions.

Exceptional Examples of Webex App Support

None

Using Webex App

Usability

Webex was the first audio calling software I used probably 10-12 years ago. I can still recall being very impressed with the software innovation Cisco had brought into our work lives, making it cheaper and so convenient. When I see a new Cisco device in any meeting room the same feeling is ignited again! Said that the Webex App has evolved every year and it appears it will continue to do so.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	Requires technical support

Easy Tasks

Seamless global connectivity.
Call clarity.

Difficult Tasks

Personalization.

Mobile Interface Availability and Impressions

Yes - The web app was best of all, again one of first mobile apps which I recall using to stay connected with my colleagues globally. Voice calling was never so cheap before!

Webex App Reliability

Scalability

Cisco is the oldest such app I'm aware of, the scalability has increased tremendously over the years.

Reliability and Availability

I've never come across an unplanned outage on Webex so far in about 15 years. Application errors appear however are real, and easily fixable.

Performance

From my observation I've always appreciated Webex to be one of the fastest app in its league.

Integrating Webex App

Future Integration Plans

We deal with multiple vendors, some do support and some have it their roadmaps.

Types of Integration

File import/export
Single Signon
Javascript widgets
AppExchange or similar marketplace

Systems Integrated With

MS Teams
OneDrive

As an end user the integration works more faster than some of other tools, we don't have to patiently wait. The IT team would know depth of integration but I can only assume with Cisco support it was quite simple.

Integration Lessons Learned

Please keep it as seamless as it is currently with the increasing business complexity in the times to come..