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Citrix Releases Citrix GoToAssist 8.0

Wednesday, 02 May 2007 by Michel Roth

Today Citrix Online announced a newly enhanced version of Citrix GoToAssist that enables frontline technicians and their colleagues to invisibly collaborate as a team to resolve customer issues.

Designed to provide one-call resolution, GoToAssist 8.0 allows the frontline support representative to own and resolve every issue from start to finish � using the resources of the entire organization. While speaking with a customer, a support representative can silently use his keyboard to invite more experienced experts into the session to view the customer�s screen and evaluate the problem. The new collaboration capability allows the expert representatives to participate �invisibly,� so callers can experience uninterrupted end-to-end contact with just one representative.

In addition to team collaboration, GoToAssist also has introduced system administrator access, which allows a representative, with the customer�s permission, to handle complex support issues. �With the increasing number of mobile workers in companies around the globe, providing IT administrators with the capability to remotely support those employees is a powerful benefit for the IT helpdesk of any business,� said Stacy Sudan, research analyst for IDC�s Mobile Enterprise Software program. By providing the ability to support remote workers, a feature such as GoToAssist�s system administrator access can allow companies to handle more support calls with limited IT staff.�

The new release of GoToAssist also provides:

� Manager Silent Monitoring: Managers can silently view and monitor live sessions in progress, simply by clicking in.
� Tabbed Session Interface: Representatives can quickly switch between multiple simultaneous sessions for greater ease of use and efficiency.
� 24-Bit True Color: Remote-desktop viewing in true-to-life, full color to support high-graphic software or design applications.
� Pause-and-Resume Screen Sharing: Customers can open confidential information during a remote-support session.
� Faster Performance: Improved session speed, efficiency and reliability via a new architecture.
� Microsoft Vista Compatibility: Representatives can remotely connect with end-users running the Microsoft Vista operating system.

Full press release here.