Help for help desks

Citrix Systems has announced GoToAssist 7, the latest version of its remote technical support and professional services solution, which enables organizations to provide support over the Internet, on demand and securely.

With customer permission, GoToAssist allows technical consultants to run diagnostics on the customer's desktop, download patches, collaborate and provide visual training or update files in real time.

GoToAssist capabilities include:

manager's dashboard for monitoring incoming queries and activity of teams, sub-teams and representatives;

expanded team management for segmenting teams into tiers or sub-teams to monitor customer satisfaction and track performance goals;

expanded integration APIs, including: Monitor API for providing technician status information to ACD systems and ChatLink API for integrating chat with knowledgebase applications;

best practices resource center for providing a valuable resource designed to help maximize return-on-investment;

combined phone and Web mode for managing both connection methods from one control panel, using a single GoToAssist login; and

multisession phone mode for engaging in up to eight simultaneous Phone Mode sessions; and

agent-to-agent session transfer for seamlessly transferring a session directly to another specialist or team.