Mar

42013

Citrix GoToAssist’s Integrated “Triple Play” Support Tool Redefines Uptime for Mobile Workstyles

SANTA CLARA, CALIF. — Citrix announced today strong customer demand for its new cloud-based support toolset, Citrix GoToAssist. The integrated toolset offers a “triple play” combination of easy-to-use service desk management, market-leading remote support and IT monitoring.  By delivering easy access to key support functions from one interface, Citrix is providing IT the functionality to maintain uptimes and deliver superior support experiences to both internal staff and external customers. In the first 90 days of availability, the company experienced significant uptake in GoToAssist usage with customers reporting efficiency gains from using a seamlessly integrated toolset for daily and critical support needs.

The GoToAssist integrated offering consists of three modules: GoToAssist Service Desk, GoToAssist Remote Support and GoToAssist Monitoring. Customers can choose one module, two or all three – to fit the specific needs of their business. All are available through one interface and when used together provide significant efficiencies in combined reporting and single-click functions between modules. It’s available for purchase and free trial directly from the Citrix website.

“We’re seeing businesses moving their IT capabilities to the cloud to better support today’s mobile workstyles. At the same time, IT teams are still juggling multiple single-point tools and duplicating work to cover a range of support needs,” said Elizabeth Cholawsky, VP/GM of the IT support line of business, Citrix. “We’ve recognized our customers’ pain points and responded with an integrated SaaS solution. It combines essential tools interacting seamlessly together to save valuable IT time and provide a superior support experience to the user in need of help. Our customers are telling us that the solution is definitely meeting their needs.” 

GoToAssist Redefining Uptime for the Service Desk of the Future

In today’s mobile world, IT is now faced with not only keeping data and servers up and running, but also ensuring maximum uptime for people, their multiple devices and apps. The ability of staff and customers to work from anywhere and from any device also means IT must rethink support strategies and extend the concept of uptime from servers to personal productivity, which is the core benefit of mobile workstyles.

“As support for a growing mobile workforce continues to put greater demands on IT organizations for responsive service, as well as heightened service level expectations, new support strategies will become increasingly necessary in order for IT staff to maintain uptime and ensure productivity for employees and clients regardless of their device type or location," according to Robert Young, Research Manager, IDC.  "At a time when many IT departments are seeking to leverage Web 2.0 technologies that enable easy access to key support functions from within a single console, Citrix is responding with an innovative cloud-based solution that delivers a smart, integrated toolset that enables service desk staff to efficiently meet their customers’ growing service delivery expectations in a rapidly changing IT landscape.”

Customers Choose GoToAssist for Maximum Uptime

Alliance iCommunications, a full-service contact center serving clients throughout North America, has experienced several advantages using the toolset’s three modules. “Before we switched to GoToAssist and its three integrated modules, we were using three different systems to provide remote support, service desk management and monitoring. Coordination and communication were a nightmare. The integration has enabled us to be more efficient, but we’ve also been able to track our time much more effectively to easily and accurately bill back to clients,” said Derek Lightfoot, director of technology for Alliance iCommunications. “Our users really like GoToAssist and find it much simpler to open a ticket, which they can do via our web portal or email. The turnaround time for implementing GoToAssist was also really fast. We had it up and running in a week.”

Registry Partners, Inc., a provider of operational, research and educational support services to hospitals and cancer centers in 40 states, is using GoToAssist’s integrated Remote Support and Service Desk modules to meet expectations of a fast-growing IT team and the need for increased management. Dave Winstead, Registry Partners’ Director of Technology & Business Development, explained, “We’re anticipating dramatic business growth and saw the need for a tool to support and manage a larger help desk staff. The integration of the GoToAssist remote support and service desk functionality will help us coordinate activities and share information about support incidents and issues across multiple representatives.”

Citrix GoToAssist’s Integrated “Triple Play” Toolset

  • GoToAssist Service Desk:  Support teams can log and track incidents, deliver end-user self-service and manage configurations. The Service Desk tool provides a simple, intuitive way to more effectively manage IT operations and gain visibility into IT services.
  • GoToAssist Remote Support: Support teams can quickly resolve technical issues on PC, Mac and mobile devices. Deliver live support and support unattended servers and workstations using screen sharing, chat, diagnostics and other useful tools. Comes with free mobile apps.
  • GoToAssist Monitoring:  Support teams can proactively manage, inventory and scan all IT networks, servers and services. Gain IT visibility with dashboard views of server health and performance. Inventory all IT assets, including software.

About Citrix

Citrix (NASDAQ:CTXS) is the cloud computing company that enables mobile workstyles - empowering people to work and collaborate from anywhere,  accessing apps and data on any of the latest devices, as easily as they would in their own office—simply and securely.  Citrix cloud computing solutions help IT and service providers build both private and public clouds - leveraging virtualization and networking technologies to deliver high-performance, elastic and cost-effective services for mobile workstyles.  With market leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration, and data sharing, Citrix helps organizations of all sizes achieve the kind of speed and agility necessary to succeed in an increasingly mobile and dynamic world. Citrix products are in use at more than 260,000 organizations and by over 100 million users globally.  Annual revenue in 2012 was $2.59 billion.  Learn more at www.citrix.com.

For Citrix Investors

This release contains forward-looking statements which are made pursuant to the safe harbor provisions of Section 27A of the Securities Act of 1933 and of Section 21E of the Securities Exchange Act of 1934. The forward-looking statements in this release do not constitute guarantees of future performance. Those statements involve a number of factors that could cause actual results to differ materially, including risks associated with the impact of the global economy and uncertainty in the IT spending environment, revenue growth and recognition of revenue, products and services, their development and distribution, product demand and pipeline, economic and competitive factors, the Company's key strategic relationships, acquisition and related integration risks as well as other risks detailed in the Company's filings with the Securities and Exchange Commission. Citrix assumes no obligation to update any forward-looking information contained in this press release or with respect to the announcements described herein.

 
The development, release, timing and combination of any features or functionality described for our products remains at our sole discretion and are subject to change without notice or consultation. The information provided is for informational purposes only and is not a commitment, promise or legal obligation to deliver any material, code or functionality and should not be relied upon in making purchasing decisions or incorporated into any contract.

 

At a time when many IT departments are seeking to leverage Web 2.0 technologies that enable easy access to key support functions from within a single console, Citrix is responding with an innovative cloud-based solution that delivers a smart, integrated toolset that enables service desk staff to efficiently meet their customers’ growing service delivery expectations in a rapidly changing IT landscape.
- Robert Young

Research Manager

IDC