Citrix - GoTo Assist

Date: October 22, 2010
Pages: 12
Price:
US$ 995.00
Publisher: Ovum
Report type: Brief Review
Delivery: E-mail Delivery (PDF)
ID: C915E94C355EN
Leaflet:

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Citrix - GoTo Assist
License Price: US$ 2,490.00

Introduction

Due to the increasingly geographically dispersed nature of organizations and the rise in the number of remote workers, enterprises are faced with the challenge of providing cost-efficient IT support services without compromising on support quality.

Features and benefits
  • Simplicity and ease of use are the two biggest drivers for adoption. Integration with existing enterprise systems such as CRM systems and helpdesks.
  • Two product variants: GoToAssist Express (targeted at the SMB market) and GoToAssist Corporate (targeted at larger businesses with call centers).
Highlights

GoToAssist is a web-based, remote-support technology that allows support professionals to resolve an end user’s technical issues via shared screen, mouse and keyboard control, as well as offering other web-based tools.Ease of use is a dominant theme with Citrix Online’s solutions, including GoToAssist. The solution is delivered via an 'all-you-can-eat', subscription-based, software-as-a-service (SaaS) model.

Your key questions answered
  • Offers an economically viable solution for individual support staff, software consultants, and small-scale IT support organizations.
  • GoToAssist Corporate should be considered by organizations with larger IT support teams. This is from a cost, capability and collaboration perspective
  • The price-to-value ratio offered by GoToAssist makes it a viable solution for most SMBs and larger organizations looking to save on people costs.

SUMMARY

Catalyst
Key findings
Ovum view
Recommendations

FUNCTIONALITY

Solution overview
Solution analysis
Ease of use
Methods for engaging support
Scope of functionality
Administration and management
Security
Integration capabilities

PRODUCT STRATEGY

Market opportunity
Go to market strategy

IMPLEMENTATION

Deployment examples
Marketron
T G Allison
Ryan Companies US

APPENDIX

Further reading
Methodology
Authors
Ovum Consulting
Disclaimer

TABLES

Table: Key findings
Table: Contact details

FIGURES

Figure: Citrix GoToAssist architecture
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