Virtualization Technology News and Information
Citrix Continues to Lead the Market For Cloud-based Remote Support Services

Citrix Systems, Inc., the world leader in cloud-based remote support services, today announced that it has again been ranked number one in the remote support services market with more than 31.5% share by top analyst firm IDC. With offerings for both IT management and customer support, Citrix grew its share of the market by 14.5 percent from 2009 by providing solutions that drastically reduce costs and increase productivity. The remote-support market, IDC reports, is showing significant growth as companies seek comprehensive support options that increase productivity while drastically reducing the costs associated with IT and customer support management.

Citrix’s award-winning remote support offerings consist of two distinct products – GoToAssist and GoToManage – which provide comprehensive solutions for remote support for different market segments. GoToAssist is tailored for the multi-agent call center, as it provides instant online access to a live representative to resolve complex issues using screen sharing, chat and other tools, which leads to increasing first-time call resolution and customer satisfaction while streamlining operations and reducing costs. GoToAssist provides support of PC’s, Macs and Blackberry mobile devices and is available in 16 languages.

For IT managers, IT consultants and MSPs, GoToManage is a single-platform solution that provides both end-user remote support and proactive monitoring of entire IT infrastructures. The GoToManage remote-support module provides both live on-demand support and unattended access to servers and workstations. The monitoring module offers easy-to-use network management, real-time server monitoring, inventory and software discovery, network tracking and alert notifications. The service enables companies to tackle the complexity of managing their servers without the added expense of deploying expensive hardware and software throughout the IT infrastructure.

Key Insights

  • In June of this year, IDC released their “Worldwide Clientless Remote Support Services 2010 Top 6 Market Share Leaders” report and stated Citrix is #1 in remote support and remains the market share leader, with 31.5% of the market.
  • Citrix completed the acquisition of Netviewer AG, a European leader in remote support, earlier this year adding to its remote support customer base and will continue to expand its presence and footprint in EMEA.
  • The economic downturn was a major driver of the adoption of remote support services as corporate IT departments sought new ways to actively manage and support their IT infrastructure at a reduced cost.
  • The growth of mobile devices is a concern for companies of all types as corporate workers introduce new devices throughout the IT infrastructure and customers demand near instant resolutions to their support issues. Citrix ‘GoTo’ mobile services, including the GoToAssist for Blackberry, GoToMeeting and GoToMyPC apps for iPad and GoToMeeting for Android ensure secure, reliable and high-performing support for the growing mobile workforce.

“Software is the heart of our laser light-scattering instruments. We rely on GoToAssist remote support to provide customers worldwide with fast, effective issue resolution. Previously, we had to make do by asking the customer to e-mail screen shots or data files, or even ship us their computer, which could mean days or weeks of delay. GoToAssist is like having our support person sitting alongside the customer. Our customers love it, and we consider it an important aspect of our mission to make every interaction with Wyatt a delight.” – Geofrey Wyatt, President, Wyatt Technology Corporation

“Citrix remains the market share leader in the clientless remote support services market by focusing on simple to use solutions and introducing innovative services that deliver on customer needs and emerging trends. With the addition of GoToManage, Citrix offers the market a full suite of support solutions that meet the needs of the IT buyer and the contact center. Mobility is also an important focus for Citrix and the company is well poised to capitalize on the growth of these nontraditional devices for small and medium-sized businesses and large enterprises.” Stacy Crook, Senior Analyst, IDC’s Mobile Enterprise Research

“We are seeing a renaissance in remote support driven by the increase in complexity of consumer-computer interactions and the availability of mobile devices. Businesses are looking for ways to increase their agility and supporting a mobile, distributed workforce is a key enabler for these companies. Companies in every industry, geography and size are accelerating their need to provide these capabilities for their employees and their customers. These reports validate our position as the leader in providing companies with easy to use tools required to respond to the realities of the changing marketplace, enabling remote support to anyone or any device, anywhere.” Elizabeth Cholawsky, GM and VP, IT Services Line of Business, Citrix Online

Published Wednesday, July 27, 2011 11:53 AM by David Marshall
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