Citrix GoToAssist’s Integrated “Triple Play” Support Tool Redefines Uptime for Mobile Workstyles

  Citrix GoToAssist’s Integrated “Triple Play” Support Tool Redefines Uptime
  for Mobile Workstyles

 New Cloud-Based IT Support Tool Combines Service Desk, Remote Support and IT
   Monitoring and Wins Customers by Keeping People, Devices and Apps Up and

Business Wire

SANTA CLARA, Calif. -- March 4, 2013

Citrix announced today strong customer demand for its new cloud-based support
toolset, Citrix GoToAssist. The integrated toolset offers a “triple play”
combination of easy-to-use service desk management, market-leading remote
support and IT monitoring. By delivering easy access to key support functions
from one interface, Citrix is providing IT the functionality to maintain
uptimes and deliver superior support experiences to both internal staff and
external customers. In the first 90 days of availability, the company
experienced significant uptake in GoToAssist usage with customers reporting
efficiency gains from using a seamlessly integrated toolset for daily and
critical support needs.

The GoToAssist integrated offering consists of three modules: GoToAssist
Service Desk, GoToAssist Remote Support and GoToAssist Monitoring. Customers
can choose one module, two or all three – to fit the specific needs of their
business. All are available through one interface and when used together
provide significant efficiencies in combined reporting and single-click
functions between modules. It’s available for purchase and free trial directly
from the Citrix website.

“We’re seeing businesses moving their IT capabilities to the cloud to better
support today’s mobile workstyles. At the same time, IT teams are still
juggling multiple single-point tools and duplicating work to cover a range of
support needs,” said Elizabeth Cholawsky, VP/GM of the IT support line of
business, Citrix. “We’ve recognized our customers’ pain points and responded
with an integrated SaaS solution. It combines essential tools interacting
seamlessly together to save valuable IT time and provide a superior support
experience to the user in need of help. Our customers are telling us that the
solution is definitely meeting their needs.”

GoToAssist Redefining Uptime for the Service Desk of the Future

In today’s mobile world, IT is now faced with not only keeping data and
servers up and running, but also ensuring maximum uptime for people, their
multiple devices and apps. The ability of staff and customers to work from
anywhere and from any device also means IT must rethink support strategies and
extend the concept of uptime from servers to personal productivity, which is
the core benefit of mobile workstyles.

“As support for a growing mobile workforce continues to put greater demands on
IT organizations for responsive service, as well as heightened service level
expectations, new support strategies will become increasingly necessary in
order for IT staff to maintain uptime and ensure productivity for employees
and clients regardless of their device type or location," according to Robert
Young, Research Manager, IDC. "At a time when many IT departments are seeking
to leverage Web 2.0 technologies that enable easy access to key support
functions from within a single console, Citrix is responding with an
innovative cloud-based solution that delivers a smart, integrated toolset that
enables service desk staff to efficiently meet their customers’ growing
service delivery expectations in a rapidly changing IT landscape.”

Customers Choose GoToAssist for Maximum Uptime

Alliance iCommunications, a full-service contact center serving clients
throughout North America, has experienced several advantages using the
toolset’s three modules. “Before we switched to GoToAssist and its three
integrated modules, we were using three different systems to provide remote
support, service desk management and monitoring. Coordination and
communication were a nightmare. The integration has enabled us to be more
efficient, but we’ve also been able to track our time much more effectively to
easily and accurately bill back to clients,” said Derek Lightfoot, director of
technology for Alliance iCommunications. “Our users really like GoToAssist and
find it much simpler to open a ticket, which they can do via our web portal or
email. The turnaround time for implementing GoToAssist was also really fast.
We had it up and running in a week.”

Registry Partners, Inc., a provider of operational, research and educational
support services to hospitals and cancer centers in 40 states, is using
GoToAssist’s integrated Remote Support and Service Desk modules to meet
expectations of a fast-growing IT team and the need for increased management.
Dave Winstead, Registry Partners’ Director of Technology & Business
Development, explained, “We’re anticipating dramatic business growth and saw
the need for a tool to support and manage a larger help desk staff. The
integration of the GoToAssist remote support and service desk functionality
will help us coordinate activities and share information about support
incidents and issues across multiple representatives.”

Citrix GoToAssist’s Integrated “Triple Play” Toolset

  *GoToAssist Service Desk: Support teams can log and track incidents,
    deliver end-user self-service and manage configurations. The Service Desk
    tool provides a simple, intuitive way to more effectively manage IT
    operations and gain visibility into IT services.
  *GoToAssist Remote Support: Support teams can quickly resolve technical
    issues on PC, Mac and mobile devices. Deliver live support and support
    unattended servers and workstations using screen sharing, chat,
    diagnostics and other useful tools. Comes with free mobile apps.
  *GoToAssist Monitoring: Support teams can proactively manage, inventory and
    scan all IT networks, servers and services. Gain IT visibility with
    dashboard views of server health and performance. Inventory all IT assets,
    including software.

Related Links

  *IDC Technology Spotlight: Beyond Remote Support: Delivering Unrivaled IT
    and Customer Support in a Cloud-Based BYOD World
  *Video: Top 3 Benefits of Citrix GoToAssist Service Desk
  *Service Desk Demo: Citrix GoToAssist Service Desk Overview and Demo
  *Announcement: Citrix GoToAssist Delivers “One-Stop Shop” for IT Support
  *Announcement: Citrix Acquires Beetil

Follow Us Online

  *, and
  *Twitter: @Citrix, @CitrixOnline, @GoToAssist
  *Citrix on Facebook, GoToAssist on Facebook
  *Workshifting blog:

About Citrix

Citrix (NASDAQ:CTXS) is the cloud computing company that enables mobile
workstyles—empowering people to work and collaborate from anywhere, accessing
apps and data on any of the latest devices, as easily as they would in their
own office—simply and securely. Citrix cloud computing solutions help IT and
service providers build both private and public clouds—leveraging
virtualization and networking technologies to deliver high-performance,
elastic and cost-effective services for mobile workstyles. With market leading
solutions for mobility, desktop virtualization, cloud networking, cloud
platforms, collaboration, and data sharing, Citrix helps organizations of all
sizes achieve the kind of speed and agility necessary to succeed in an
increasingly mobile and dynamic world. Citrix products are in use at more than
260,000organizations and by over 100 million users globally. Annual revenue
in 2012 was $2.59 billion.Learn more

For Citrix Investors

This release contains forward-looking statements which are made pursuant to
the safe harbor provisions of Section 27A of the Securities Act of 1933 and of
Section 21E of the Securities Exchange Act of 1934. The forward-looking
statements in this release do not constitute guarantees of future performance.
Those statements involve a number of factors that could cause actual results
to differ materially, including risks associated with the impact of the global
economy and uncertainty in the IT spending environment, revenue growth and
recognition of revenue, products and services, their development and
distribution, product demand and pipeline, economic and competitive factors,
the Company's key strategic relationships, acquisition and related integration
risks as well as other risks detailed in the Company's filings with the
Securities and Exchange Commission. Citrix assumes no obligation to update any
forward-looking information contained in this press release or with respect to
the announcements described herein.

The development, release, timing and combination of any features or
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are subject to change without notice or consultation. The information provided
is for informational purposes only and is not a commitment, promise or legal
obligation to deliver any material, code or functionality and should not be
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Citrix and GoToAssist are trademarks of Citrix Systems, Inc. and/or one or
more of its subsidiaries, and are or may be registered in the U.S. Patent and
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Zoe Kine
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