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
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Web Collaboration
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Proactive Chat
Email Response Management
Agent Knowledgebase
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Agent Diagnostic Tools
Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
