Citrix GoToAssist Makes it Easy to Provide Integrated, Industry-Leading Remote Support (email this article)

SANTA BARBARA, Calif. – September 15, 2004 – Citrix® GoToAssist™ (Company Profile, Past Stories, Case Studies) integration services from Citrix® Online™, a division of Citrix Systems, Inc. (Nasdaq: CTXS), make it easier and more efficient for contact centers and help-desk organizations to integrate functionality and securely merge data with Web-based technical-support processes and business applications. Developed in close partnership with customers worldwide, the new set of standard Open Application Program Interfaces (APIs) and an installable Integration Services Database Package offer flexible integration options that allow organizations to unify and streamline their CRM and technical support processes.

With Citrix GoToAssist, support agents can securely and efficiently view, diagnose and solve problems online. The new integration services offer companies a variety of methods to integrate the industry-leading remote support solution into their existing infrastructure quickly and easily. These options include:

• Agent-Side APIs: Agents can use their core support applications as their primary interface while using Citrix GoToAssist in the background. Standard tasks can be automated while agents benefit from using a single interface when assisting customers.
• Web Services APIs: Customers can gather and send session data from Citrix GoToAssist to their existing support infrastructure systems using secure access methods. This facilitates the integration of data and legacy applications for achieving a more complete view of customer support histories and requirements.
• Citrix GoToAssist Data Storage: Using an easily installed, intuitive interface, customers can capture and store Citrix GoToAssist session data and customized entries into standardized local databases that support ODBC, such as Microsoft SQL Server and Oracle. Customers can choose how they want to capture the session information (in real-time, on-demand or through scheduled "bulk" polling) and how they want to store and secure the data at their own sites.
• Citrix GoToAssist Data Integration: The ticket number of a customer’s helpdesk, incident tracking or Customer Relationship Management system can be passed into the database so that Citrix GoToAssist sessions are instantly linked with the corresponding support application tickets. This allows for easy integration of GoToAssist session data into the core support application so the entire support-experience information is accessible from one location.

With Citrix GoToAssist integrated into existing infrastructure, support organizations gain greater functionality and a complete view of their support session data. This enables companies to thoroughly analyze performance using their own business intelligence applications and customer relationship management systems. “Our customers report that the ability to centrally view and share critical technical support data across their various business and customer relationship management applications is essential for achieving enhanced service levels,” said Brian Donahoo, senior vice president of product and client services at Citrix Online. “In response, we are releasing easy-to-deploy, highly customizable integration services, supported by a dedicated management team, to enable companies to seamlessly merge Citrix GoToAssist content with their support infrastructure to streamline process and optimize workflow.”

Unlike many integrations that are time-consuming and difficult, Citrix GoToAssist offers rapid- and easy-to-deploy services. “We knew that integrating Citrix GoToAssist with our other key business applications would offer a much more holistic way to analyze and streamline our support processes,” said Heath Propper, technical services manager at Ultimate Software. “The process with Citrix GoToAssist’s dedicated integration team was fast and easy, and now provides us with a greater return on investment than what we had anticipated.”

Industry experts concur that breaking down the barriers to silos of support information and eliminating repetitive steps in the support process are essential for enhancing productivity and can impact the bottom line. “With continued emphasis on streamlining support processes, secure, tightly integrated remote support is emerging as a key competitive differentiator for companies in many industries,” said Tim Hickernell, vice president at META Group, Inc. “Customers that experience optimal post-sales technical support tend to remain loyal and drive repeat business.”

For more information about Citrix GoToAssist’s integration services, visit www.gotoassist.com or call (800) 549-8541.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support, and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; Citrix GoToAssist™, the industry-leading remote technical-support solution; and Citrix GoToMeeting™, the easiest, most secure and cost effective solution for conducting online meetings. Citrix Online products are used by more than 4,900 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at http://www.gotomypc.com, http://www.gotoassist.com, http://www.gotomeeting and http://www.citrix.com.

©2004 Citrix Online, LLC. All rights reserved. Citrix® is a registered trademark of Citrix Systems, Inc., in the United States and other countries. GoToMyPC®, GoToAssist™ and GoToMeeting™ are trademarks or registered trademarks of Citrix Online, LLC, in the United States and other countries. All other trademarks and registered trademarks are the property of their respective owners.