Citrix GoToAssist helps TeleVox support critical doctor-patient communications worldwide

Santa Barbara 18 May 2004TeleVox Software Inc., specialised in messaging solutions for the health care industry, utilizes Citrix GoToAssist to support critical doctor-patient communications transmitted millions of times every week to more than 6000 practices, clinics and hospitals worldwide. With Citrix GoToAssist virtual on-site support technology, TeleVox technical-support staff can troubleshoot issues in real-time on demand, enabling physicians and health care workers to get back to work quicker, while adhering to Health Insurance Portability and Accountability Act (HIPAA) provisions.

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Delivering reliable, mission-critical communication solutions requires that TeleVox provide top-of-the-line technical support. "With Citrix GoToAssist, our team can respond to technical support issues immediately to get doctors and health care professionals back to caring for patients", stated Craig Stokes, TeleVox technical-support manager. "GoToAssist speeds first-call resolution while lowering support costs, a proven prescription for success."

The Citrix GoToAssist virtual on-site support solution can be initiated by phone or on the Web. With a few clicks of the mouse, a support representative can chat on-line with end-users, show a live demo, "push" a Web page or file transfer and take permission-based control of the customer's mouse and keyboard to resolve a problem. With Citrix GoToAssist, support organisations report first-call issue resolution increases of 70 percent or more and a 50 percent reduction in support-handling time compared to other solutions.

"Protecting the confidentiality and integrity of electronic health information is an important component of HIPAA, so we designed Citrix GoToAssist to meet the toughest security requirements while delivering the fastest performance levels available in the industry", stated Brian Donahoo, senior vice president of products and services at Citrix Online. "Unlike other solutions, Citrix GoToAssist security provides built-in 128-bit end-to-end Advanced Encryption Standard (AES) data encryption to protect sensitive medical data."

The Citrix GoToAssist managed service provides highly-scalable, reliable connectivity to desktop applications, including non-Web-enabled legacy applications. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time.

Citrix GoToAssist consistently receives accolades for excellence. For three consecutive years, it won Real Market's User's Choice Awards based on nominations from its customers. It earned the 2004 Editor's Choice Award and the 2004 CRM Excellence Award from TMC Labs, the 2003 Product of the Year Award from Customer Interaction Solutions Magazine and recognition from CRN, PC Magazine and eWeek for enterprise-application excellence.

Citrix Online, a division of Citrix Systems Inc., offers Web-based access, support, and collaboration software and services. The division offers Citrix GoToMyPC, the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; Citrix GoToAssist, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration, and Citrix GoToMeeting, the easiest, most secure and cost-effective solution for conducting on-line meetings. Citrix Online products are used by more than 4900 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions.


Leslie Versweyveld

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