A remote work solution: Our Cisco Webex Support review to inform your choice better today

Remote support solutions such as Cisco Webex Support offer a wide range of benefits for businesses. At its core, it allows companies to provide real-time support to employees and customers without requiring physical presence.

Excellent services offer comprehensive solutions that include additional features beyond connecting to remote computers and assisting customers or employees.

Our extensive Webex Support review provides a detailed analysis of the features of Cisco's remote support service. It describes the main features, examines security and compliance, lists the pros and cons, and compares it to competing services to ultimately answer a straightforward question: “Is Cisco Webex Support the right remote assistance solution for a business?”

What is Cisco Webex Support?

Webex Support is a real-time cloud-based customer support solution built on Cisco's Webex video conferencing and collaboration product. 

It is integrated into various Cisco products, including Cisco Webex Meetings and other Webex Suite services. Organizations can use it for both internal and external support. IT, for example, can assist employees using this software, while Sales can utilize it in interactions with customers.

Key features

• Cross-platform support: Clients are available for Windows, Mac, Android, and Google Play.
• Attended and unattended remote access: You can connect to and control computers remotely to troubleshoot and provide support.
• File transfers: To transfer files between support members and employees or customers.
• Screen and desktop sharing support: Facilitates remote support sessions for both clients and agents.
• Chat and video support: Supports multiple communication mediums, including multi-session clients.
• Recording and reporting support: Agents can record their remote support sessions not only as a log but also as additional resources to resolve future issues faster.
• Custom scripts: Can be added to the system library.
• Secure and scalable.
• Management tools such as Cisco’s WebACD Queue Manager or the Manager dashboard.
• Integration with other Cisco products and services.

What We Like About Webex Support

One of the main advantages of Webex Support is activated only for companies that already use other Cisco products. The support solution integrates well within the ecosystem and is probably one of the main reasons why large companies and organizations use this software instead of alternatives.

The functionality it provides leaves little to be desired. While the AI features are not yet extensive enough to manage various aspects, Webex Support offers all the key features that IT teams and other trained employees need to interact remotely.

Cisco Webex Support offers enhanced security and compliance, which some sectors require. This is not the case for all competing products and a reason why Cisco may be chosen over others.

Lastly, Cisco's solution provides reliable performance and a good support experience from the provider.

What Could Be Better

We found that Webex Support lacks in some areas. In terms of price, Cisco is clearly targeting enterprise customers. There are cheaper alternatives that can provide access to similar core functionality.

While these lack integration with the Cisco ecosystem, it is not a requirement for all companies. 

Another drawback is the lack of a client for Linux. Solutions like Zoho Assist or TeamViewer support a broader range of systems. TeamViewer, for example, supports Linux and ChromeOS clients as well.

Some users have also expressed concerns about usability, stating that they experienced difficulties navigating or using the client. Competing remote assistance products may offer easier-to-use clients for users.

Security and Compliance Features

Webex is a cloud-based Software as a Service (SaaS) solution. It uses strong end-to-end AES-256 encryption to protect files and messages while they are in transit and when they are stored in the cloud. The service uses TLS 1.2 or TLS 1.3 to encrypt data between user devices and Cisco servers.

Features such as Single Sign-On (SSO), two-factor authentication, or employee directories are supported by Webex and can be added by IT teams. Organizations can also configure the Webex App to require passwords and authentications that meet high-security standards.

Key security features of Webex include:

• Zero trust architecture utilizing end-to-end encryption.
• Meeting recordings and transcripts are encrypted using AES 256 encryption.
• Physical security in Cisco data centers utilizing video surveillance, two-factor identification for access, card readers, biometrics, and segmented trust zones.

Cisco confirms on its website that Webex meets the following compliance standards:

• ISO 27001
• SOC2
• GDPR

Customer Support and Help

Cisco distinguishes support between basic support and advanced support.

• Basic support – This is offered exclusively through the Webex Help Center. This type of support is limited to Webex Free.
• Advanced support – All major Webex plans, including Cisco Webex Meetings and Webex Suite receive this. It adds chat, call, and web form support options for subscribers.

Response times are usually quick and reliable, but there may be prolonged wait times during holiday periods or when technical issues are experienced.

The Help Center is a knowledge base that offers tutorials, instructions, and support articles for troubleshooting. There are getting started guides available, but also additional resources on how to share applications or information about known issues.

Results are always divided into support and community resources. The latter come from community members who can ask support questions in a forum.

The integrated chat bot does not seem to use AI yet. It is quite limited and may not provide solutions for issues being experienced.

Prices of Cisco Webex Remote Support

While Cisco reveals pricing information for some Webex products, it does not provide prices on its website for all Webex services. This includes the prices of Cisco Webex Support, but also pricing information for the Communications Platform as a Service (CPaaS) and the Contact Center.

To complicate matters further, some plans are only available in certain regions.

Webex Support is integrated into some products. Here is a summary of the pricing information that Cisco lists on its U.S. website at the time of writing:

• Webex Free is available for free but limited.
• Webex Call is available for $15.30 per user per month.
• Webex Meet costs $12 per month per user.
• Webex Suite, which includes features from Meet and Call, is available for $22.50 per month per user.

In Europe, Cisco offers a different set of plans. They are:

• Webex Starter for €11 per user per month.
• Webex Business for €16.04 per user per month.

Some products follow business pricing models. This means that factors such as users, devices, and features play an important role in pricing. Cisco does not provide pricing information for Webex Enterprise. For this reason, contacting Cisco is the best option to obtain updated pricing information. There is also a full free trial available upon request.

Pros and Cons

Cisco Webex Support is a popular option when it comes to remote support functionality. Here are its major advantages and potential drawbacks.

Pros

• Access and management of remote computers (or within your network)
• Enterprise-level security and encryption.
• Smooth integration into the Cisco ecosystem.
• Reliable performance.
• Extensive set of remote support features.
• Good support experience.

Cons

• Relatively expensive software, which may deter small or medium-sized businesses.
• There is a learning curve. Training is recommended.
• Customization options may not offer enough flexibility compared to some competitors.
• Limited automation and AI capabilities.
• No free trial of all features (only a free but limited account).

Alternatives to Cisco Webex Support

A wide range of remote support and desktop sharing solutions are available for businesses and teams of all sizes. Especially small and medium-sized enterprises may have requirements that do not perfectly align with Cisco's offering. 

Here is a list of the main alternatives to Webex Support:

TeamViewer

The premium and corporate plans of the service are less expensive than Cisco's offering. Premium, for example, is available for less than $90 a month and that includes 15 licensed users.

Users seem to prefer the user interface of TeamViewer, claiming that it feels more intuitive to use. Technically, TeamViewer supports a wider range of features and remote clients. The company has also integrated AI features that seem more capable than those of Webex Support.

Insights and session analytics, for example, use AI to generate summaries of support sessions and provide managers with reporting information.

Verdict: Less expensive than Webex Support, but with a good set of basic and advanced features. Advanced use of AI, including management.

AnyDesk

AnyDesk is another popular remote support service that starts at less than $40 a month for 20 licensed users from a team. The advanced plan adds more licensed users and capabilities to the service for around $80 a month. 

This makes AnyDesk attractive for small and some medium-sized businesses that have a limited budget when it comes to remote support solutions.

AnyDesk lacks some of the advanced features, such as AI functionality, found in TeamViewer or Cisco Webex Support. 

Verdict: An affordable solution that focuses on the core functionality of remote support

Other Alternatives

Small businesses may also find the following solutions promising:

• Remote Desktop from Remote PC offers unlimited user licenses but limits access to computers. Prices are provided only in dollars. Business plans start at $9.95 a month and go up to $59.95 a month for the Enterprise plan. 
• Zoho Assist starts at €10 per technician per month. It goes up to €24 a month for the Enterprise remote support plan. Strong focus on remote support, lacking some of the advanced features offered by more expensive competitors.

Final Reflections: Simplified Remote Support Sessions

Cisco Webex Support is a highly recommended remote support solution for businesses, especially if they are already invested in the Cisco ecosystem or prioritize security and are not concerned about the limited availability of AI tools.

For small businesses, Webex Support may not be the best option as it is complex and expensive. Small and medium-sized enterprises may find other solutions, such as TeamViewer, AnyDesk, or Zoho Assist, more suitable for their use cases and budgets.

Verdict: Cisco's Webex Support is a professional remote support solution for businesses and large enterprises that offers a robust set of features and security. Cisco could do better regarding AI, especially on the management side, as competitors like TeamViewer already offer extensive integrations.