Citrix Online Announces GoToAssist 8.0

Tuesday, 01 May 2007 07:16

It’s a radically simple approach to better remote tech support. And it’s a radically better experience. Today, Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), announced a newly enhanced version of Citrix^® GoToAssist^® that enables frontline technicians and their colleagues to invisibly collaborate as a team to resolve customer issues.

 Designed to provide one-call resolution, GoToAssist 8.0 allows the frontline support representative to own and resolve every issue from start to finish – using the resources of the entire organisation. While speaking with a customer, a support representative can silently use his keyboard to invite more experienced experts into the session to view the customer’s screen and evaluate the problem. The new collaboration capability allows the expert representatives to participate “invisibly,” so callers can experience uninterrupted end-to-end contact with just one representative. “Collaboration circumvents serial pass-offs from one representative to another – an experience that can take a heavy toll on customer relationships,” said Robert Bell, director of product support services at Eclipsys Corporation. “The toughest problems can now be resolved during the initial service session, so our customers experience transparent, seamless, faster issue resolution.”Prior to collaboration functionality, first-level service representatives facing difficult issues were typically forced to place customers on hold and transfer them to more senior experts. The less-experienced reps had difficulty learning to resolve complex problems, and first-call resolution rates were low. With GoToAssist collaboration, mentors can transfer knowledge in “over-the-shoulder” support – essentially an efficient form of on-the-job mentoring. “In an era when customer satisfaction makes and breaks the best companies overnight, GoToAssist’s creative approach to collaboration enables a business to champion the customer anywhere in the organisation – from support to sales to marketing to executive row – instantly, simply and transparently,” said HR Shiever, managing director, Citrix Online Asia Pacific. “Collaboration has dramatically changed what customers can expect from a support experience. GoToAssist has effectively catapulted customer support into a company-redefining function.”

In addition to team collaboration, GoToAssist also has introduced system administrator access, which allows a representative, with the customer’s permission, to handle complex support issues. “With the increasing number of mobile workers in companies around the globe, providing IT administrators with the capability to remotely support those employees is a powerful benefit for the IT helpdesk of any business,” said Stacy Sudan, research analyst for IDC's Mobile Enterprise Software program.  By providing the ability to support remote workers, a feature such as GoToAssist's system administrator access can allow companies to handle more support calls with limited IT staff.”

The new release of GoToAssist also provides:

·Manager Silent Monitoring: Managers can silently view and monitor live sessions in progress, simply by clicking in.

·Tabbed Session Interface: Representatives can quickly switch between multiple simultaneous sessions for greater ease of use and efficiency.

·24-Bit True Colour: Remote-desktop viewing in true-to-life, full color to support high-graphic software or design applications.

·Pause-and-Resume Screen Sharing: Customers can open confidential information during a remote-support session.

·Faster Performance: Improved session speed, efficiency and reliability via a new architecture.

·Microsoft Vista Compatibility: Representatives can remotely connect with end-users running the Microsoft Vista operating system. 

For more information about GoToAssist, visit www.gotoassist.com or for a complimentary trial, visit www.gotoassist.com/s/corp/pr. For more information about Citrix Online, visit www.citrixonline.com.

 About Citrix

Citrix Systems, Inc. (Nasdaq:CTXS) is the global leader and the most trusted name in application delivery infrastructure. More than 180,000 organisations worldwide rely on Citrix to deliver any application to users anywhere with the best performance, highest security and lowest cost. Citrix customers include 100% of the Fortune 100 companies and 98% of the Fortune Global 500, as well as hundreds of thousands of small businesses and prosumers. Citrix has approximately 6,200 channel and alliance partners in more than 100 countries. Annual revenue in 2006 was $1.1 billion. Learn more at http://www.citrix.com.