SANTA BARBARA, Calif., November 4, 2003 – IT managers are increasingly choosing GoToAssist™, Expertcity’s (Company
Profile, Past
Stories, Case
Studies) award-winning virtual on-site support solution, to optimize campus help desk and IT support resources. More than 35 institutions, including Yale,
Bucknell University, University of Wyoming, Georgia State University, University of Maryland, Virginia Tech and the University of Colorado rely on GoToAssist to interact with
faculty, students and administrators in real time via secure remote-support technology.
At the University of Wyoming, GoToAssist has increased the computer-support department’s ability to resolve problems quickly. "We find GoToAssist to be a very
valuable solution in providing computer support to our faculty, staff and students,” says Jesse Ballard, technical-support executive at the university. “The ability to remotely
troubleshoot problems with the use of GoToAssist has allowed us to answer many of our customers’ questions the first time they call. GoToAssist has proven to be
extremely reliable and functional.”
GoToAssist Maximizes IT Resources and Cuts Costs While Increasing Service Levels
GoToAssist takes the guesswork out of support, reduces call-handling time and eliminates downtime. With GoToAssist, IT support and library reference desk managers can
-- with just a few clicks of the mouse -- see what the end user sees and vice versa. The manager has the flexibility to chat with the user in real time and “push” a Web page
or file transfer. The solution enables managers to gain permission-based control of the end user’s mouse and keyboard to show how to resolve a problem, fill out forms,
navigate through the online library system or use applications on the network.
GoToAssist requires no installation of software on end-user machines. No additional infrastructure or IT resources are required upon implementation. It works automatically
with virtually every network and firewall configuration and performs well over dial-up and international connections.
GoToAssist’s Roots in Higher Education
The technology behind GoToAssist was created by Dr. Klaus Schauser, Expertcity’s founder and CTO. While he was a computer science professor at the University of
California, Santa Barbara, Dr. Schauser needed a solution for managing work flow between his labs and with his graduate students. “Working in the university environment, I
needed a way to use the Internet to communicate with my students in real time from remote locations,” states Dr. Schauser. “GoToAssist has evolved from these beginnings
to become a proven support tool for educational institutions worldwide. IT administrators are impressed with the tight security, ease of implementation and high return on
investment that GoToAssist provides.”
Expertcity will showcase GoToAssist, formerly known as DesktopStreaming, at Educause 2003 in Anaheim, California. Live GoToAssist demonstrations will be conducted in
Booth 580 at the Anaheim Convention Center from November 4 - 7.
About Expertcity, Inc.
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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