ORLANDO - ManageFusion – Oct. 10, 2006 – Altiris, Inc. (Nasdaq: ATRS), a pioneer of service-oriented management solutions, today announced the new release of Altiris® Remote Assist Solution™ software, a remote support product that helps improve IT service management by accelerating the resolution of service requests. Remote Assist Solution is a re-branded, Altiris offering of Citrix® GoToAssist™ which assists customers in lowering support costs, enhancing IT service management quality and improving end-user productivity.
Remote Assist Solution will include added integration with Altiris service-oriented management solutions. The combination of an industry-leading remote support solution and powerful IT service management solutions will help organizations achieve efficient IT operations and maximum employee productivity.
Remote Assist Solution allows IT support staff and managed service providers to easily link with Internet-connected users to quickly identify and resolve computing problems. Remote Assist Solution enables delivery of virtual on-site support to distributed customers and employees for rapid and seamless problem resolution.
Mike Dunham, The IT Squad president and an Altiris managed service provider, said, “Altiris Remote Assist Solution is an excellent way for us to personalize service for our customers. As we provide remote data backup and system protection to our SMB and consumer customers, we often need a rapid, easy and secure way to control and troubleshoot their system. This new Altiris solution is so much more efficient than alternatives like on-site support, lengthy phone calls or other more burdensome remote support technologies.”
Steve Morton, Altiris VP of product management and marketing, said, “Today’s support organizations struggle to manage costs, improve IT service and meet the rising expectations of customers and employees. With Remote Assist Solution, the end user only needs an Internet connection to receive immediate support and problem resolution.”
The features provided with Remote Assist Solution software have helped reduce support costs by improving first-contact resolution and resolving complex calls more quickly. With Remote Assist Solution, support staff can:
- Chat with up to eight end users simultaneously to quickly resolve issues.
- See what end users see to troubleshoot problems and provide remote diagnostics.
- Add pre-scripted messages or links to reduce response time for frequently asked questions.
- Invite end users already on the phone to a remote-support session to efficiently view, diagnose and solve problems online.
- Transfer a session directly to another representative or to an entire support team for faster problem resolution.
“Industry-innovators, such as Altiris, are selecting GoToAssist to deliver a powerful on-demand solution that delivers a superior customer experience,” said Mike Mansbach, vice president of enterprise marketing and business development at Citrix Online. “We are delighted to work with Altiris to provide a simpler, better way to support customers online with a category-leading solution that enhances productivity, lowers costs and drives competitive advantage.”
The Altiris customer support organization recently began using Remote Assist Solution to provide more rapid and comprehensive service to customers.
Chad Latimer, Altiris VP of global services, said, “Remote Assist Solution enables a faster connection to the customer and faster problem resolution. This translates into more efficient customer support and increased customer satisfaction and loyalty. The technology was rolled out to 103 Altiris support professionals at five locations around the world in just one day. More than 80 percent of customers who received support through Remote Assist Solution said that their experience was better and faster than previous incidents.”
Remote Assist Solution requires no agent software or additional software resources, works automatically and securely through virtually every firewall, and performs well even over dial-up connections.
Licensing and availability
Altiris Remote Assist Solution is available now. For more information or to purchase the solution, please contact Altiris sales by visiting www.altiris.com/sales.
About Altiris
Altiris, Inc. is a leading provider of service-oriented management software that enables IT organizations to easily manage, secure and service heterogeneous IT assets. Flexible solutions from Altiris help IT align services to drive business objectives, deliver audit-ready security, automate tasks, and reduce the cost and complexity of management. For more information, visit www.altiris.com.
Note on Forward-Looking Statements
This press release contains certain forward-looking statements within the meaning of Section 21E of the Securities Exchange Act of 1934 and Section 27A of the Securities Act of 1933, including the statements regarding Altiris and Citrix Online working together to develop and deliver to customers future functionality and products and the anticipated benefits to customers. These forward-looking statements involve certain risks and uncertainties that could cause actual results to differ materially from those in the forward-looking statements, including but not limited to, difficulties and delays in developing and delivering such products and functionality to the market, errors in such products, and such other risks as identified in our Quarterly Report on Form 10-Q for the period ended June 30, 2006, and from time to time in other reports filed by Altiris with the Securities and Exchange Commission.
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Altiris is a registered trademark of Altiris, Inc. in the U.S. and in other countries. Remote Assist Solution is a trademark of Altiris, Inc.
Citrix and GoToAssist are trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and are or may be registered in the U.S. Patent and Trademark Office and in other countries. |