Citrix's GoToAssist
Posted by
Sean Doherty
October 22, 2004
From the chat tool on the agent's desktop, I pushed the URL of our editorial calendar to a customer. The URL was sent to the customer's browser and quickly came into view. I then invoked a whiteboard tool to highlight calendar items.
GTA is managed over Citrix's hosted Online Management Center. From a browser, I could generate, print and save reports in CSV format, monitor agents in real time and even replay sessions.
For security, Citrix maintains Web servers or brokers that generate AES session keys to agents and customers. The brokers hand off sessions to clustered communication servers that bring an agent and a customer together over a secure, 128-bit AES encrypted channel.
Citrix's managed service is a good alternative to distributing a remote-control application for large organizations. And its annual subscription fee seems manageable, considering one agent can support an unlimited number of customers.
Sean Doherty is a technology editor and lawyer based at our Syracuse University Real-World Labs®. Write to him at sdoherty@nwc.com.
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