Webex Review

Screen sharing and remote control help us solve customer problems much faster


What is our primary use case?

I use Webex Meeting daily to make all kinds of virtual meetings with my clients, colleagues, and suppliers. It helps me to carry out surveys on needs or help clients create smart accounts or review problems on their platform, all without moving from the office or my house, even from the cell phone.

How has it helped my organization?

Webex has helped me to give my customers a much faster response without the need to mobilize, so it avoids transport costs and times. It allows us to improve the SLA contracted by customers, so we can improve our contracts. This ultimately translates into greater profit.

What is most valuable?

The best feature is to be able to share the screen or just some application we want, even a video or audio, then request the remote control of the device with which they have connected. The latter helps solve problems much faster, rather than guiding the customer.

In the latest version, they have greatly improved access to virtual meeting rooms and it is quite intuitive.

What needs improvement?

I think options during a meeting can be further improved. You should explore a lot to see the information in the room, for example.

The modification of the email template is not very intuitive.

For how long have I used the solution?

I have been using this solution for three years.

What do I think about the stability of the solution?

In the last year, only one time have we run out of service. There was an update that meant that for a couple of days, there is no service worldwide. But, it was only a single time and even the president of Cisco came out to apologize.

What do I think about the scalability of the solution?

The solution scales to what one decides. It has practically no limits.

How are customer service and technical support?

Cisco has a help desk that works twenty-four hours a day. Depending on the service contract, a case can be opened at any time and an engineer will take it to help solve the problem. If this engineer cannot, it will be escalated until it is resolved.

Which solution did I use previously and why did I switch?

I have used Microsoft's solution with Skype for Business, but it does not integrate as natively with video devices as Webex Meeting does.

How was the initial setup?

The initial setup is really very easy. However, you better not make a mistake in creating the site, because it is not possible to delete it on your own. To delete it, you must open a case with Cisco support.

What about the implementation team?

We ourselves have implemented it.

What was our ROI?

Just because you don't need a transfer to support customers or get together, it makes the solution pay for itself.

What's my experience with pricing, setup cost, and licensing?

The cost of installation is free and it is not required to install anything since it is a cloud service.

The price of the license depends a lot on the type of service required and whether it is for the entire company or only for a few users. It becomes much cheaper when used by the entire company.

Which other solutions did I evaluate?

I tried BlueJeans and Zoom before choosing this solution.

What other advice do I have?

The solution really is very good. In the last year, it has improved a lot, including the recording of the meetings has improved and been perfected.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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