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Platinum Partner
Citrix Online 
liz.kegg@citrix.com

851 West Cypress Creek Road
Fort Lauderdale, FL 33309
(888) 259-8414

Solutions:

GoToAssist
GoToMeeting Corporate
GoToMyPC Corporate
 

finalist Fall 06
Innovation in Technology

Recognized Innovator Finalist
Innovation in Interaction Quality

Company 360

FY05 Revenues: $909M
Installed Base: 22,000
Employees: 550
Deployment: Saas

Featured Case Study

Eclipsys Case Study 2007


Customer References

RSM McGladrey
O'Neill
AccuNet
Cerner Corp.
March of Dimes
BigBand Networks
PlumChoice
Marketron
Dermalogica
Eclipsys
Ultimate Software
SurfControl
e4e
 

John Ragsdale Commentary

A 2006 SSPA Recognized Innovator, Citrix Online offers a suite of remote support and web collaboration tools: GoToAssist, GoToMyPc, GoToMeeting, and GoToWebinar. As one of the very first providers of remote support tools, Citrix Online has a mature set of products with proven scalability, and according to our 2006 Technology Survey, the vendor also enjoys high adoption within the SSPA community. Pay particular attention to their ability to proactively prompt struggling Web self-service customers to join a collaboration session, seamlessly transitioning from unassisted to assisted service.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
  Email Response Management
  Agent Knowledgebase
> Agent Diagnostic Tools
  Customer Knowledgebase
  Customer Self-Service Problem Diagnostic/Self-Healing
  Forums
> Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
> Wireless Field Service
  CRM
  Case Management
  Entitlement
  SLA Tracking
  Customer History
  Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
  Work Force Optimization
> Quality Monitoring
  Learning Management System
  Voice Self-Service
> Survey Management


  Business Consultants
 
 
 
 

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