SANTA BARBARA, Calif., October 27, 2003. Today Expertcity (Company
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Studies), Inc. debuts GoToAssist™ 5.0, the virtual on-site support solution that enables technical support, call center and help desk organizations to deliver
superior service and cost-effective support for the real-time enterprise. The award-winning managed service, formerly known as DesktopStreaming™, offers a highly flexible,
scalable solution that rapidly integrates into any existing infrastructure for maximizing service levels while reducing operational costs.
"Customer expectations for real-time resolution of service inquiries are growing steadily. Waiting for a technician to call back or make a field service call to resolve
computer hardware and software issues is unacceptable to most consumers in today's 'I want it now' society," states Tim Hickernell, vice president, META Group.
"Virtual on-site support technologies improve customer satisfaction and can improve repeat usage rates for these support technologies, which reduces a company's
cost of servicing its customers."
Lowers Overall Support Costs
With GoToAssist virtual on-site support, managers report significant gains in performance, customer satisfaction and retention metrics, while overall support costs are
greatly reduced.
"GoToAssist allows us to rapidly connect to our customers, regardless of their location,” says Mark Ellis, director of global support at Kronos Incorporated. “This new
version allows us to seamlessly integrate GoToAssist with our evolving CRM infrastructure, enabling us to avoid duplication of data and effort by our worldwide team. Since
we implemented GoToAssist, we resolve support incidents more than 50 percent faster and have improved first-incident resolution rates by at least 20 percent. We estimate
this significant reduction in handling time will save approximately 11,000 support-engineer labor hours per year,” Ellis says.
Rapid and Seamless Integration and Delivery
GoToAssist enables organizations to seamlessly connect with customers in real time. It provides direct integration into existing support infrastructure and affords detailed
metrics to optimize performance.
"As a financial services institution, we are concerned with deploying secure technology and communication systems that can maximize the quality and efficiency of
our operations," states Christopher Allen, wholesale technology manager at Flagstar Bank. "We selected GoToAssist to empower our team to resolve issues
quickly and accurately while avoiding costly and time-consuming escalations within our organization. Its reliability ensures that we can consistently provide the highest
quality customer support."
Enables Optimization of the Support Lifecycle
With GoToAssist, both traditional phone- and Web-based support representatives have the flexibility to chat online with customers, show a live product demo, “push” a Web
page or file transfer and take permission-based control of the customer’s mouse and keyboard to resolve a problem. GoToAssist 5.0 offers a variety of customization
services, including integration, branding and localization. An enhanced Web-based Management Center provides quick and easy access to administrative tools and
comprehensive reporting utilities that enable companies to optimize the support lifecycle.
GoToAssist’s new interface is even faster and more intuitive for both managers and support representatives to learn and use and requires minimal training.
Provides End-to-End Closed-Loop Support
“By listening to our customers, we enhanced GoToAssist to deliver an even more powerful solution for comprehensive, multi-channel virtual on-site support,” states Mary Ann
Fitzhugh, senior director of products at Expertcity. “GoToAssist delivers a complete view of the support process an organization requires to directly integrate into existing
infrastructure for end-to-end closed-loop support. This enables support managers to instantly drill down on the metrics needed to optimize an organization’s performance,
analyze a group’s efficiency and immediately improve service levels."
GoToAssist 5.0 Features
• Enhanced Management Center: Administrators, team managers and representatives have access to performance metrics and data, enabling
greater reporting and monitoring flexibility for support-lifecycle optimization.
• Integration Services: Custom Web-services are now available using open standards to facilitate integration of data and legacy applications in the
support enterprise. Open architecture facilitates easier integration with CRM and other support systems to help companies achieve the 360-degree view of the
customer.
• Enhanced Phone Mode: Virtual on-site support is available via phone and Web modes, offering File Transfer, URL Push and Scalable Viewer with
Local ScreenSharing option. The solution provides the same award-winning functionality for both e-service and phone-based support solutions.
• Session Recordings: Recordings can be saved locally in AVI format and are easily replayed in most third-party media players. Provides customers
with an archiving option or the ability to use sessions for training.
Complete Data Privacy and Strong Security
GoToAssist offers strong security and complete data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption as standard protection for all
sessions. Identities are scrupulously verified and protected to ensure that the data exchanged between customers and support representatives is completely secure.
Redundant systems and 24/7 monitoring guarantee service is always available.
Since its launch in 1999, customers have awarded GoToAssist with Real Market’s User’s Choice Award for three consecutive years. This year, GoToAssist was named Best
Customer Relationship Management (CRM) solution from Customer Interaction Solutions Magazine and won accolades from PC Magazine and eWeek at CEBIT for
enterprise-application excellence.
About Expertcity
Expertcity, Inc. is the leading provider of managed, real-time Web-based remote-access and customer-support technologies. The company’s award-winning screen-sharing
technology enables users to securely view and control a remote computer. Expertcity offers two products: GoToAssist™, an application service that allows enterprises to
remotely assist their users with technical support, and GoToMyPC™, a remote-access solution that enables individual users and enterprises to access and work on their
PCs from any Internet location. Expertcity services more than 2,500 corporate clients, including Cisco Systems, Siemens, Sun Microsystems, Best Software, Intuit,
Autodesk, Cablevision, EarthLink and Microsoft Business Solutions. Founded in 1997, Expertcity is financially backed by Sun Microsystems, CNET, Bertelsmann Ventures
and SoundView Ventures. The company is privately held with headquarters in Santa Barbara, California.
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