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ConnectWise Control Remote PC Access Review

Skye Schooley
Skye Schooley

Clear communication is a game-changer when you have to access or provide support to a remote device. While many remote access software providers offer chat features, ConnectWise Control offers advanced features to enhance communication, making it our choice as the best remote PC access software for VoIP. ConnectWise Control lets you capture sounds and visuals from remote devices via the end users' cameras. You can also communicate between devices with your voice, which is useful when you're providing remote support or collaborating with a colleague from home. When you're communicating between devices, you want to ensure your connection is secure. ConnectWise offers that through features like session codes, role-based security settings and access revocation.

ConnectWise Control Remote PC Access

ConnectWise Control Remote PC Access

The Verdict

ConnectWise Control is secure software that lets you remotely access devices, provide support and collaborate with team members. It's ideal for teams that want to use video and audio to communicate between devices.

ConnectWise Control Editor's Score: 9.5/10

Price/value 9/10
Features 9.8/10
Customizations, add-ons and integrations 9.6/10
Ease of use 9.1/10
Customer support 9.8/10

Why We Chose ConnectWise Control for VoIP Connectivity

ConnectWise Control is an ideal solution for those who want to communicate between remote devices. Although most competitors have chat functions, we like that ConnectWise users can also communicate by talking. The software has VoIP connectivity, sound capture, and video auditing, which are not features we saw in all competitors.

Did you know?Did you know? You can add on ConnectWise View, a unique feature that lets support agents remotely access end users' cameras to get a browser-enabled livestream session. This advanced feature can make a big difference in technical remote monitoring support.

We also like ConnectWise's emphasis on security. When you remotely access devices and communicate through video and audio, maintaining a secure remote desktop connection is critical. When using ConnectWise, you must go through several security permissions to establish a connection, and then the software automatically removes support clients when sessions are terminated.

ConnectWise Control
You can start a support session with a unique session code

What We Like About ConnectWise

  • Users can communicate by voice during support and access sessions.
  • Support agents can access the end users' remote camera for a live view.
  • ConnectWise offers advanced security settings for every connection.

What We Don't Like About ConnectWise

  • Some of the communication tools are only available on select plans.  
  • Implementation and removal can be more challenging than with some of the other remote access options we reviewed.
  • Not all plans enable you to support mobile devices.

Ease of Use

ConnectWise is compatible with Windows, Mac, Chrome OS, and Linux, Unix, and *nix operating systems, as well as nearly every major browser. The software is very customizable, though it may require some technical know-how to take advantage of this. However, we found the software to be fast and efficient once a remote access session is started. We like that it can integrate with more than 100 third-party applications. This can simplify your business processes in the long term. You can also adjust aspects like the branding, language and service disclaimers.

We like that you can install the software and invite users to connect in a variety of ways. This gives you the flexibility to choose whichever installation and connection format is easiest for you and your clients. You and your team can also filter and group sessions by customer name, location, and OS, improving overall usability.

Features

ConnectWise Control offers comprehensive features, but some of them are only available on the higher service plans. Some of its standout features involve compatibility, communication, security and integrations.

Compatibility

ConnectWise Control is installation-based software that is accessible by link or installer package. This enables you to connect several platforms, including Windows, Linux, Mac, Chrome OS, iOS and Android devices. We like that ConnectWise works on all of these devices, even when you're remotely accessing a device from your smartphone; however, some features may be limited when you're providing support for some mobile devices. ConnectWise can connect with remote devices even when they aren't awake by using the Wake-on-LAN feature. It also allows you to view a single monitor or multiple monitors during a session. These are somewhat standard but beneficial features.

Constant Contact
You can choose one or more remote monitors to view at a time.

Communication

ConnectWise's communication features are some of the best in the industry. When you are connected, you can drag and drop files or copy and paste documents between devices. Features vary by plan but can include text chat, VoIP, annotation, shared toolboxes, remote printing, monitor blanking and multi-monitor support. You can integrate other options like surveys, extensions and ConnectWise View.

When comparing ConnectWise against other software in the industry, we especially like that it allows you to capture sound from guest devices and communicate by voice during support, meeting and access sessions. This improves communication and helps prevent things from getting lost in translation. Additionally, you can record (and audit) videos of your remote sessions.

Security

ConnectWise Control is bolstered with AES 256-bit encryption and two-factor authentication to help you minimize security risks. Other safety and authentication features include role-based security, secure session codes, LDAP and SAML integration, brute force protection, guest input suspension, guest monitor blanking, access revocation and OAuth integration. You can also run audit reports and have the software automatically lock devices upon disconnection.

We also found it valuable that ConnectWise gives you the option to prompt guests for consent before connecting to devices, as well as the option to bypass approval if a user is logged off. We didn't notice these options in many competitors.  

TipTip: With many employees now working from home, use your remote PC software to set up patch management policies that ensure their devices are secure.

Integrations

ConnectWise integrates with more than 100 third-party applications, which is highly competitive in this industry. It can also integrate with third-party survey applications, premium reporting and diagnostic extensions, and ConnectWise View (browser-enabled livestream session).

ConnectWise Control
Establishing a connection with ConnectWise View is simple.

Pricing

ConnectWise offers one remote access-only plan (Access) and three remote support plans (One, Standard and Premium).

Plan Cost
Access Pricing for the Access plan is based on the number of unattended-access agents you need (basically the number of devices you need unattended access for). It starts at $30 per month for 25 unattended-access agents.
Remote Support Pricing for the support plans is based on the number of concurrent sessions you want to allow, ranging from $24 per month (paid annually) for the One plan to $59 per month (paid monthly) for the Premium plan.

We like that ConnectWise offers both monthly and annual pricing, as some competitors require you to pay annually for all plans. It also offers a 14-day free trial, which is on par with competitors we reviewed. 

Implementation and Onboarding

In our research, we found that implementing ConnectWise can take a little longer than the process takes for some competitors. The customizable software is comprehensive, and installation, while not terribly difficult, may take some time. 

To get started, you create user accounts and role-based permissions. You can also connect with more than 100 integrations and extensions. You and your team members can install the software in multiple ways – you can send a link, copy a URL, or download the installer package. Once it's installed, you invite guests (end users) to a session by code, email, hyperlink, or calendar invitation.

ConnectWise Control
You can set up role-based security.

Customer Support

ConnectWise offers webinars, live demos, blogs, e-books, case studies, community forums and video tutorials to help users master all of the software's features. There is also a downloadable chat feature and a customer support line, so you can speak directly with a ConnectWise representative if you want one-on-one assistance. ConnectWise's live chat technical support is available 24/7. We found this especially helpful, since ConnectWise tends to have a steeper learning curve than some competitors.

FYIFYI: ConnectWise Control does not tier its customer support. Every plan provides access to phone and email support, a community forum, videos, tutorials, and a knowledge base.

Limitations

ConnectWise Control has several advanced features that make it a good choice, but you should note a few disadvantages before signing up. For example, because it offers such comprehensive connection capabilities, it may have a longer installation process and steeper learning curve than some of the other companies we reviewed. You will likely want an IT person or another tech-savvy member of your team to help with this process. If you are looking for software with easy installation, read our RemotePC review or our Zoho Assist review.

Another potential downside we found is that ConnectWise tiers its features for each plan, specifically regarding communication features like host chat, sound capture, and VoIP. While this isn't a dealbreaker, keep it in mind if you intend to use ConnectWise Control for its communication features. If that's the case, you will need one of the advanced plans, which will cost more. 

What Is Remote PC Access Software?

Remote PC access software is a platform that can remotely connect two or more devices, regardless of where they are located. It is often used for remote technical support, offsite device access, online courses and collaboration. Although remote PC access software can be an on-premises solution, many companies offer cloud-based platforms for convenient connections. The best remote access software is secure and has features like drag-and-drop file transfer, session recording, remote printing, remote reboot, text and VoIP chat, and multi-monitor navigation.

Methodology

We spent countless hours researching and analyzing top options to identify the best remote access software on the market. We looked at features, pricing, integrations, usability, security, and customer support, and we even got hands-on experience with demos and product videos when possible. We prioritized features like communication, security, and customer support when looking for the best remote PC access solution for VoIP connectivity. 

FAQs

Is ConnectWise Control safe?

Yes, remote access and support via ConnectWise Control are safe and secure. ConnectWise has several security functions, like secure session codes, brute force protection and OAuth integration. You can set up role-based security measures, and you can revoke access if necessary.   

What is ConnectWise Control used for?

ConnectWise Control is commonly used in IT management, education and government. Users can offer remote technical support, access educational courses, and work from home with the software. Typical roles that use ConnectWise Control include IT support, managed service providers and SaaS support.

Bottom Line

We recommend ConnectWise Control for:

  • Teams that want secure voice communication over remote devices
  • Businesses that want the choice between monthly and annual pricing
  • Teams with advanced technical knowledge or expertise

We don't recommend ConnectWise Control for:

  • Users looking for a quick and straightforward installation process
  • Businesses whose customers primarily need mobile device support

Image Credit: Suwat Rujimethakul / Getty Images
ConnectWise Control Remote PC Access

ConnectWise Control Remote PC Access

The Verdict

ConnectWise Control is secure software that lets you remotely access devices, provide support and collaborate with team members. It's ideal for teams that want to use video and audio to communicate between devices.

Skye Schooley
Skye Schooley
business.com Staff
Skye Schooley is a staff writer at business.com and Business News Daily, where she has written more than 200 articles on B2B-focused topics including human resources operations, management leadership, and business technology. In addition to researching and analyzing products that help business owners launch and grow their business, Skye writes on topics aimed at building better professional culture, like protecting employee privacy, managing human capital, improving communication, and fostering workplace diversity and culture.