Item: Webex App
Rating: 10
Author: Verified User

Overall Satisfaction with Webex App

Use Cases and Deployment Scope

We use Webex for individual and group chat, and audio and video conferencing, plus now our Cisco phone system is tied in directly with WebEx. With the single application, it is simple to be chatting with someone and if the conversation requires more clarity or to bring more people in, it's a simple matter of engaging other users or starting the audio or video conference option with a simple click. Plus the phone system adds another layer of communication available with a click or on a cell phone all from a single app.

Pros and Cons

Pros

Individual and group chat.
Video conferencing.
Audio conferencing.
Phone calls

Cons

Sometimes adding a user is not intuitive.
Searching for past conversations can be a bit confusing
Not all contacts seem readily available across all segments of the platform, so even if you just talked to someone on the phone, you may have to dig out their information in order to send a chat to them. It just depends on the situation.

Return on Investment

The chat feature rivals that of other business communication systems I have used. It allows us to get questions answered quickly and efficiently.
The fact that audio and video conferencing are built-in makes it simple to use one app for multiple functions. It is a real-time-saver, especially for quick meetings when something needs to be clarified.
Phone calls and integration with out Cisco phone system is a huge benefit, allowing us to take calls anywhere on different devices and integrate the calls with other functionality.

Alternatives Considered

Zoom, RingCentral Meetings, GoTo Meeting, Intermedia AnyMeeting Pro, Asana, Slack and Trello

Webex is as good as any of these competitors, and because the messaging, calling and conferencing features are integrated, it is actually better than some of these, which are stand-alone for only one of the features. Also, since we are a Microsoft house and use Outlook for email and meetings, the integration between the MS 365 suite and Webex is invaluable.

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?

Yes

Did implementation of Webex App go as expected?

I wasn't involved with the implementation phase

Would you buy Webex App again?

Yes

Other Software Used

Google Analytics, Google Drive, Google PageSpeed Insights, Google Trends, Google Business Profile, Google Search Console, Brevo, Squarespace, Google Sheets, Google Domains, Intuit Mailchimp

Likelihood to Recommend

WebEx is great for chat, and it shows if people are online, offline, on a call, at a conference, etc. So you always know the status of your contacts. It's also nice to be chatting with someone and with the touch of a button being able to share a screen, call the person, or connect to a video conference with the person. Also, in chat, you can pin messages so it is easy to refer back to them in the future.

Webex App Feature Ratings

Cisco Hybrid Work

Cisco Webex Experience

Using Webex App

Users and Roles

180 - The entire executive staff, administration, customer support, IT department and service team use Webex. For day-to-day communications, these groups depend on remote access, integrations and ease of use available with Webex.

Support Headcount Required

12 - Webex is supported by our internal IT department, who are available 24 x 7 x 365 through our help desk and ticketing system. I am not aware of all the training that the team has gone through to support the product, but they certainly do a great job in keeping us up and running and secure when working remotely.

Business Processes Supported

Live chat with other employees
Internal and external phone calls
Setting up and attending meetings

Innovative Uses

Tying in our conference rooms into the scheduling has been helpful for in-person meetings
Being able to share larger files and video through chat has been helpful.
With the mobile app and the integration of the phone system, it was a nice surprise that calls to my desk phone automatically will come in through the Webex app on my cell phone.

Future Planned Uses

I am not sure what is planned

Likelihood to Renew

The IT department is constantly coming up with new ways to use Webex and new integrations. I am sure that with this level of commitment, our company is certainly intending to keep Webex well into the future.

Webex App Support

Support Rating

I have never had a problem, but when I did I used the knowledgebase and my question was answered. Our internal IT team is also very well versed in the Webex application, so our first level of support is always internal. Most of the time, our questions are answered quickly and a solution is arrived at within the hour.

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 cares about my success Quick Initial Response	None

Using Webex App

Usability

Simple to use, easy to integrate other appropriate features and products.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None