Citrix Systems announced the next generation of its remote technical support and professional services solution, Citrix GoToAssist 7, at the eighth annual Citrix iForum, held in Las Vegas this week.
The solution enables organisations to provide best-in-class support over the Internet, securely and on demand, group VP Brett Caine told delegates.
GoToAssist is changing how contact centres, outsourcers, consultants and professionals are helping their customers anytime, anywhere, while increasing profitability, Caine claimed.
The product offers a suite of new features, including a management dashboard, expanded integration services, best practice resources, enhanced collaboration and productivity tools, the company said.
"What do we expect from experts? To get help when needed, at the simple push of a button and immediate real-time access," Caine said.
Explaining how the solution operates, he stated that a technical consultant can run diagnostics on a customer`s desktop, download patches, collaborate and provide visual training or update files in real-time. This allows businesses to view, diagnose and solve problems online, on demand, he said.
Both small and medium organisations and Fortune 500 companies are adopting the solution, Caine added.
GoToAssist offers expanded team management capabilities for segmenting teams into tiers or sub-teams to monitor customer satisfaction and track performance goals, he said.
In addition, it provides a combined phone and Web mode for managing both connection methods from one control panel, using a single GoToAssist login, he said.
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