Citrix has announced that Citrix GoToAssist has once again been ranked as the global market share leader among remote support solutions, for the fifth year in a row, by leading analyst firmIDC. The firm’s report “Worldwide Clientless Remote Support Software 2012 Vendor Shares: Top 6 Market Share Leaders” presented top revenue leaders in the market and examined current trends and challenges, including the need for remote support tools for anytime anywhere support, new connection demands, and robust market growth for remote support.
The IDC report states the remote support market grew by 16% with GoToAssist gaining market share over other leading vendors. The IDC report also advises vendors to extend the capabilities of their support solutions with new features that specifically address mobility, chat, web browser accessibility, integration with other tools, knowledge base/self-help and further advancements in overall user experience.
As a pioneer in the industry, Citrix has clearly addressed these emerging trends and is one of the first vendors to introduce an integrated IT toolset that encompasses the full spectrum of remote support, incident logging and tracking, and infrastructure monitoring late last year. The GoToAssist integrated toolset offers a “triple play” combination of three modules including GoToAssist Remote Support, GoToAssist Service Desk, and GoToAssist Monitoring. By delivering easy access to key support functions from one interface, Citrix is providing support teams the functionality to maintain uptimes and deliver superior service experiences to both internal staff and external customers.
Since its global debut in October 2012, more than 600 customers have purchased the new GoToAssist Service Desk module – either as a standalone product or to complement their existing GoToAssist Remote Support and Monitoring capabilities. The GoToAssist integrated toolset is available for purchase and free trial directly from the Citrix website.
To support mobile business, Citrix also provides comprehensive GoToAssist mobile support to and from devices at no additional cost. The company recently expanded this portfolio to include complete, integrated mobile device support for Citrix XenMobile Enterprise users. The Citrix XenMobile Enterprise edition combines mobile device; app and data management; a unified corporate app store; mobile productivity apps; document sharing, syncing and editing; and now “one-touch” live GoToAssist support in an inclusive solution for mobile business.
The “Worldwide Clientless Remote Support Software 2012 Vendor Shares: Top 6 Market Share Leaders” report is available to subscribing customers on the IDC website. Citrix has also published a blog article noting additional GoToAssist growth highlights.