Adobe Connect vs. Cisco Webex Support (discontinued)

Adobe Connect is wonderful for repeatable branded learning experiences or webinars. They allow for creating an event with a series of similar layouts. The ability to alter these are easy, and duplicating layouts makes for fast alterations. Changing between layouts also creates visual interest as learners see things shift. Adobe Connect also is great for accessibility, the captions allow for resizing and placing the captions in various sections. The recordings also can have a searchable transcript to get to the information you want fast. Adobe Connect allows for running fun games/events as well, there are lots of apps that make the experience unique, and allows for managing content on screen as you'd like.

Incentivized

WebEx Support Center does what it is designed to do very well. If you need robust, efficient, and comprehensive remote support software, look no further. There are certainly other products that are simpler, and other products that are a bit "prettier" from a UI standpoint, but in terms of overall functionality, WebEx Support Center is hard to beat. If you're a company on a very tight budget, there are certainly cheaper options available, however.

Incentivized

• It's a quick method to exchange files, file, documents, and videos from a web app. Real-time conversation, and screen-sharing are all supported. It has a highly user-friendly interface. It is really simple to assist the teams.
• Even team engagements is beneficial since it allows them to share their expertise with others, and the big benefit is the security of the rooms' access is fairly simple to manage.
• The interface, which include features like notes, chat, pods, etc. When we're trying to gather rapid and exact information, simplify our work as much as possible.
• Adobe Connect's features since they allow team members to express their ideas during meetings without causing disruptions, thereby bypassing the current international boundary of distance.

Incentivized

• 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

Incentivized

• No virtual background option
• Without multiple screens, you can't really see the room while you're screen sharing, making it harder (but not impossible) to monitor chat, and, I think, not possible to see others' webcams.
• No "call me" feature.
• Very expensive!

Incentivized

• [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.

Incentivized

The longer you use Adobe Connect, the longer you are likely to use it. Because you can build more and more resources over time, creating rooms that you re-use, recorded content you can repurpose, and tools that form the basis of ever increasing productivity, the more you use Connect, the more productive you become. Unlike competing products where, with every meeting you essentially start over -- setting up your resources for each meeting -- in my Connect rooms, I have highly tuned tools to accomplish my knowledge transfer goals. When I want to conduct another session - I send a link out to the appropriate room and instantly we are all focusing on getting a job done together. This ability of Adobe Connect to make you productive at an ever quickening rate is a competitive advantage

Webex is well known by many other companies. It is easy to use and versatile. This familiarity builds a standard to conferencing and users are more comfortable using it. If you want to be safe with a choice of the many conferencing tools out there, Webex will be your best bet

I give this rating because the connectivity issue is way too big of an issue for me. The reception connectivity issue even though I'm hardwired to my internet is constantly dropping to the point where my trainer is constantly cutting out. And I know it's not an internet issue on my end because I have a very high amount of connectivity with my internet provider here in Ontario Canada. I have one of the highest download and upload packages that you can get with my service provider. And I'm able to surf the Internet and use all of the programs connected to our VPN without any issues whatsoever.

Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.

The customer support of Adobe connect is professional and well-skilled for resolving our minor and major issues. Moreover, it has almost all the features that will provide you a secure connection, with people across the world. Education institutes can also implement this software. On the basis of its quality and technology, I will surely advise you to try it once.

Incentivized

The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.

The ability to have most of the functionality of a full LMS at a fraction of the cost is huge. I can create manage and deploy both synchronous and asynchronous training based on the situation and all of my training is tracked through a series of easily created reports

Prices do not seem to vary much among resellers of the Adobe Connect hosted license; the only price variation you're likely to find are among the audio providers. When implementing, you may also wish to look into expanding the amount of storage you are allowed on the server to avoid any problems later on as your library of files starts to build up

Adobe Connect has a feature for event management, which ensures even a bigger number of players can be involved in any meeting. There is a private chat option from Adobe Connect, which is instant, and effective. Adobe Connect has a mobile access option, with high compatibility, and other programs may lack the ability. Finally,. Adobe Connect supports surveys, and polls can easily be executed from the program

Incentivized

Logmein GoToAssist

• Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.

Kaseya with VNC Connect

• We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.

Incentivized

• Overall, the investment has been alright and has made sense. I'm not privy to all of the numbers, but it seems like the ROI has been fine. It's resolved most issues regarding virtual conferencing.
• It does sound like Adobe is on the expensive end versus other competitor platforms, so smaller organizations may not be suited for this platform.
• Some competitor platforms may offer more features and more robust experiences, with a more user-friendly user interface as well.

Incentivized

• 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.