May 09, 2012

Citrix Provides New Support Capabilities for Mobile and Social Workstyles with Its Award-Winning GoToAssist

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Market leader in remote support expands its mobile app offerings, integrates with Citrix Receiver and social communities

SAN FRANCISCO, Calif. » 5/9/2012 »

Today at Citrix Synergy 2012, the conference where mobile workstyles and cloud services meet, Citrixannounced significant enhancements to its market-leading remote support solution, GoToAssist. New capabilities include additional mobile app offerings, integration to mobile and social worlds through customer-initiated support, as well as integration with Citrix Receiver clients. As GoToAssist marks 10+ years in the cloud, it continues to deliver the easiest-to-use set of cloud-based tools for IT professionals, enabling them to meet the growing demands of a new mobile and social world.

Today’s mobile work styles are motivating companies to rethink how their employees collaborate, communicate and receive support. This increased worker mobility, combined with the proliferation of devices and applications, makes IT harder to manage than ever. A recent Citrix survey shows that more than half of business executives and IT managers are unaware of all the personal devices used for business purposes and lack an employee personal device policy. To address these challenges, IT professionals need new solutions to support their people, devices, data and apps. GoToAssist offers the functionality required to support new and modern mobile ways of working.

 

GoToAssist Offers Consumerizeration for IT

 

In the same way that GoToAssist revolutionized the support industry more than 10 years ago with its innovative remote access capabilities, Citrix is today demonstrating the company’s commitment to solving the needs of a new generation of IT professionals and the users they support. These users demand new apps and services for their multiple devices and need to be able to request support from anywhere, while IT and operations teams crave the tools to provide quality support and access from mobile devices and through social channels. This is not just “consumerization of IT” but “consumerization for IT.”

GoToAssist Is Mobile – There is increasing demand for IT support technicians to be always available and increasingly flexible as the nature of work continues to change. GoToAssist for Android is a new remote support app that gives IT professionals the freedom and flexibility to be able to offer help while on the go, and to be always connected and ready to respond to customers or employees’ technical issues at a moment’s notice. Anyone can use it, as GoToAssist for Android is offered as a freemium service, enabling techs to deliver free, unlimited live technical help from anywhere at any time, quickly and easily! For more complex use cases requiring advanced remote support functionality, such as the unattended support of computers and servers, GoToAssist makes access to the full-use app and desktop version available via paid subscription plans.

GoToAssist Is Integrated with Citrix Receiver – Citrix Receiver provides access to enterprise data, applications and desktops from any computing device, including smartphones, tablets and laptops, PCs and Macs. And, as demonstrated today at Synergy, GoToAssist is now integrated with Citrix Receiver, with plans for launch later this year. Using Receiver and GoToAssist together, IT departments will be able to offer live support directly from Receiver. End users simply click the GoToAssist support button to get seamlessly connected to their internal help desk to have their issue quickly resolved.

GoToAssist Is Integrated with Social Support Communities – For organizations seeking to add social support to their service portfolio, GoToAssist now allows help requests to be initiated directly from social customer communities where end users engage in online conversations. Users can seamlessly transition from self-service support in a community to full-service support, leading to quicker issue resolution resulting in more positive service experiences while reducing support costs. The customer-initiated support feature allows one-click chat access to a support agent and the ability to seamlessly escalate the chat session to full screen sharing.

Citrix demonstrated this capability today at Synergy with Get Satisfaction, a leading customer engagement platform provider with 65,000 customer communities. The GoToAssist and Get Satisfaction integration shows how organizations enable their users to leverage communities for self-service with Get Satisfaction, but when needed, receive real-time support through chat or screen sharing with GoToAssist. In this way, organizations can now deliver a complete range of seamless support services to their end users.

 

Quotes:

 

“Today’s businesses need IT support that can keep pace with mobile work styles, the explosion of devices and the ubiquity of sophisticated software. GoToAssist puts all the essential tools needed to respond to this challenge in one place and delivers it all from the cloud. The end user experiences the efficiencies promised by mobility and the IT professional can more easily manage the demand. Improving the support experience for the end user and for IT means greater efficiency and ultimately a better outcome for the business,” said Elizabeth Cholawsky, GM and VP, Citrix, IT Support.

“We are thrilled to integrate GoToAssist customer initiated support, which enables our customers to deliver the most comprehensive social support solution”, said Wendy Lea, CEO, Get Satisfaction. “Our customers can now take advantage of our leading social community support platform while easily allowing their end users to access live agent support via chat and remote screen sharing via our GoToAssist integration.”

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About Citrix


Citrix (NASDAQ:CTXS) transforms how businesses and IT work and people collaborate in the cloud era. With market-leading cloud, collaboration, networking and virtualization technologies, Citrix powers mobile workstyles and cloud services, making complex enterprise IT simpler and more accessible for 260,000 organizations. Citrix products touch 75 percent of Internet users each day and it partners with more than 10,000 companies in 100 countries. Annual revenue in 2011 was $2.21 billion. Learn more atwww.citrix.com.

Citrix Online Services Division provides a portfolio of GoTo cloud services that enable people to work from anywhere with anyone by providing simple-to-use cloud-based collaboration, remote access and IT support solutions for every type of business. Whether using GoToMeeting to hold online meetings,GoToWebinar to conduct larger web events, GoToTraining to train customers or employees, Podio to access or create apps and set up workspaces to get work done, GoToMyPC to access and work on a remote Mac® or PC, GoToAssist to provide IT support and management or ShareFile to securely share files, documents and data, businesses and individuals are increasing productivity, decreasing travel costs and improving sales, training and service on a global basis. For more information, visitwww.citrixonline.com.

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Citrix®, Citrix Synergy™, GoToMeeting®, GoToWebinar®, GoToTraining®, GoToMyPC®, GoTo Assist®, ShareFile®, Podio™ and HDFaces® are trademarks or registered trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the U.S. Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.

Last modified on August 09, 2012
Brian Ducharme

Brian is an event reporter for VMBlog.com and an expert in virtualization/cloud techonlogies.  In his 15+ years of experience in the virtualization/cloud field he has interviewed hundreds of companies, users and executives.  Brian has been an active member of the NEVMUG (NEVTUG) since 2006 and attends both vmworld and Citrix Synergy every year.  Brian works full time as a Senior Software Engineer for Liquidware Labs.

Brian also spent 5 years as the managing editor of Virtual Strategy Magazine, an online magazine focused on the virtualization industry and the past 6 years with vmblog. He has a background in Computer Graphics, Marketing, Programming, Web Design, Mobile App Development, Linux Administration and is an active member of the NHJS group. 

 

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