Expertcity Advances “GoTo” Managed Communication Services For The Real-Time Enterprise Communication Services (email this article)

SANTA BARBARA, Calif., October 27, 2003 – With the introduction of its next-generation customer-support solution, Expertcity (Company Profile, Past Stories, Case Studies) has renamed its flagship DesktopStreaming™ as GoToAssist™ 5.0. The fully managed remote-support service joins the “GoTo” line of enterprise solutions that comprise Expertcity’s portfolio of real-time managed communication services, including GoToMyPC™ Corporate remote access.

“This new GoToAssist enterprise solution and name change are testament to Expertcity’s rapid evolution up the value chain from offering singular-point tools to an emphasis on high-value, complete managed services,” states Andreas von Blottnitz, president and CEO at Expertcity. “With GoToAssist, we are delivering a unique and comprehensive solution for optimizing call center and help desk organizations and laying the groundwork for powerful new applications that will further optimize our leadership in collaborative Web-based technologies.”

Unified Managed Services for the Real-Time Enterprise
GoToAssist offers a complete spectrum of Web-based technologies and services to provide end-to-end closed-loop support. The solution enables support representatives to comprehensively identify, resolve and track customer issues in real time, thus dramatically reducing call-handling time while enhancing customer satisfaction. The solution excels at providing immediate customer feedback for online support sessions.  

“GoToAssist 5.0 now provides the breadth of expanded tracking, reporting and integration services that enable real-time support and rapid performance optimization,” states Mary Ann Fitzhugh, senior director of products at Expertcity. “As we developed this release, we chose a name that unifies the enterprise brands and underscore’s GoToAssist’s new functionality as a virtual on-site support solution.”

With GoToAssist, organizations can rapidly and seamlessly deploy the highly scalable solution in less than a week to fully support existing infrastructures. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time. GoToAssist is easy to manage and use and requires minimal training. The solution meets HIPAA privacy and security standards through state-of-the-art security and access controls.
With GoToAssist, support organizations worldwide gain a highly secure, award-winning solution that reduces costs, improves performance and enhances customer satisfaction. To date, over 1,500 corporations, including many in the Fortune 1,000, deploy GoToAssist for virtual on-site support.

About Expertcity
Expertcity, Inc. is the leading provider of 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, Colgate-Palmolive, 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.