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(EMAILWIRE.COM, February 01, 2013 ) San Francisco, CA -- CritiX Online has seen “seismic changes” coming from the support sector within the last three years. According to the IT support general manager, Elizabth Cholawsky, the company has seen two things stemming from this.
“One was the explosion of devices and the other was the combination of growth and complexity of applications,” she said.
Cholawsky illustrated her point by stating that the spa controls on her tub could be controlled by the Web applications that the user logs into.
“When they call for help, they are troubleshooting the Web application,” she said.
“This means the support agent needs to use a remote support tool, one that they wouldn’t have been able to access three or four years ago.”
Trends such as these are driving what Cholawsky calls “a renaissance for remote support,” and all of that translates into a renewed level of demand for that side of vendor's applications.
“It has created a demand for associated parts of a central IT tool to be combined with remote support,” she said.
Cholawsky stated that GoToAssist is what really pushed the vendor door wide open to adding in a monitoring module.
“Customers had already been asking us for an easy to use, Cloud-based help desk system,” she said, adding, “So we ended up creating the only Cloud based set of integrated tools for the IT support world that supports a mobile work style area.”
When it comes to Critix Online keeping a keen eye on the support market, Cholawsky stated that the vendor's remove technology is
“what really put [it] on the map. We basically created the market in remote support over ten years ago,” she said.
“The core of our product lines all have machine to machine remote technical support.”
Critix Online has seen a market in assisting people and unattended machines, such as an executive who is unable to get to their desk, or a server in a dark room.
“Remote support is orientated at SMBs, but large enterprises such as BT and CA Technologies also use GoToAssist products,” she said.
“They are all running their contact centers with Citrix’s remote support technology.”
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Source: EmailWire.com
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