News Column

IDC Ranks Citrix GoToAssist the #1 Remote Support Software Vendor for Sixth Consecutive Year

August 14, 2014



By a News Reporter-Staff News Editor at Computer Weekly News -- Citrix leads the support industry with a sustained cadence of innovative solutions that address users' support needs from wherever they are located, and on any device. For example: Better support experience with video: Recognizing the unique needs of an increasingly mobile workforce, Citrix recently debuted "device-integrated" support experiences through SeeIt, a live video-streaming feature in the GoToAssist customer app. SeeIt enables people to easily show technicians what needs to be fixed by simply using the video functionality native to their Android device (coming soon to iOS). Combining the ease and accessibility of mobile connectivity, customers can jump into a live video session instantly and get their problems solved faster. Free mobile apps: Citrix offers a comprehensive set of completely free mobile support apps that deliver immediate value to IT teams and, unlike other remote-support providers, do not require an existing paid subscription. The free apps allow users to hold unlimited live support sessions from iPad, iPhone or Android devices so they can view and control PCs and Macs from anywhere using intuitive touch and gesture controls. Fully integrated IT toolset: Citrix was one of the first vendors to introduce an integrated IT toolset encompassing the full spectrum of remote support, incident logging and tracking capabilities. This allows support teams to maintain uptimes and deliver a superior service experience to both internal staff and external customers. The combined value of GoToAssist Remote Support with GoToAssist Service Desk offers an integrated toolset that delivers users easy access to key support functions from one interface and a complete view of all user incidents and problems.

The "Worldwide Clientless Remote Support Software 2013 Vendor Shares: Top 6 Market Share Leaders" report is available to subscribing customers on the IDC website. Additional Quotes: Rob Brothers, Program Director, IDC Software and Hardware Support Services "The secret to GoToAssist's continued success is its ease of use. It's a utility that makes remote assistance simple and helps deliver a quick resolution to many IT challenges. That said, the product's portfolio has continued to bring new and innovative features to market that address the changing nature of support, from live video streaming with SeeIT to end-to-end mobile device support. GoToAssist is a staple of IT teams and continues to improve and stay ahead." Related Links Blog: SeeIt and Believe It: Tech Pros Talk Up Streaming Live Camera for Remote Support IDC Technology Spotlight: Fix Issues More Efficiently: Citrix Streams Video During Support Sessions - "I See What You See" (paywalled)

Keywords for this news article include: Citrix, Software.

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Source: Computer Weekly News


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