| Integration Services |
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| GoToAssist Integration Services offer a variety of methods to integrate the industry-leading remote-support solution into your existing infrastructure quickly and easily. These powerful integration options include the ability for your customers, representatives and managers to seamlessly and intuitively initiate, manage and review sessions from within your existing support applications. There are three main types of integrations available with GoToAssist: |
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Customer (or End User) Integration: Customers can easily request and initiate a GoToAssist session directly from your Web site or other customer-facing applications. This greatly improves the support experience by offering customers an easy, seamless transition from self-service to assisted service and by streamlining the entire process for requesting remote support. |
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Agent-Side Integration: Representatives can easily manage their GoToAssist sessions from within their primary support applications. The ability to instantly accept or launch a session, email a GoToAssist connection code, merge incoming GoToAssist session information with trouble tickets and even solve cases through automated root-cause analysis from captured diagnostics data allows your representatives to save time by eliminating and automating steps. |
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Session Data Integration: GoToAssist session data, such as survey results, chat transcripts, representative and customer information and session recordings, can be automatically stored in trouble tickets from within your own support applications, thus saving the time it takes to manually document steps and results and enabling you to achieve a more complete view of customer-support histories and requirements. |
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| GoToAssist Database Integration: The Database Integration is a complete out-of-box offering that can be quickly installed and implemented. The package consists of three clients: |
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Database Client: Microsoft Windows service for downloading session data |
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Reporting Client: Browser-viewable HTML report of the locally stored session data |
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Session Review Client: Viewer for replaying session recordings including chat transcripts and remote diagnostics |
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| GoToAssist session data can be captured and stored as customized entries into standardized local databases that support ODBC, such as Microsoft SQL Server, Oracle, mySQL, Computer Associates Ingres and others. Session information can be captured in real time, on demand or through scheduled bulk polling. Session recordings can be simultaneously stored in local directories and replayed with the provided local Java player. |
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