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Altiris Remote Assist Solution Software Now AvailableOctober 13, 2006; 03:50 AM 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:
“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.
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