IT SUPPORT GoTo, the company behind the IT management, support and business communication products GoTo Resolve, Rescue, GoToMyPC and GoTo Connect, has announced more than 30 new product features to help customers and IT teams save time and money. These include a GoTo integration with Rescue and Google Translate and the launch of a redesigned softphone experience. Irwin Lazar, President and Principal Analyst at Metrigy, said: “Productivity improvement is the most often measured key performance indicator for technology investment, followed closely by cost savings, end-user experience and business process improvements. With these enhancements across its IT management, support and business communication applications, GoTo offers its customers the ability to achieve measurable benefits in all of these areas.” Enhancements include: Productive integrations l GoTo Resolve and Zendesk integration allows remote support session initiation and the ability to automatically track session information within the same Zendesk ticket. l Rescue and Google Translate integration provides real-time, multilingual support to customers with default language setup and customisable glossaries. l GoTo Connect has introduced over 25 new administrative APIs including phone, extension, device and location APIs to streamline new application creations. Advanced capabilities and insights for faster decision-making l GoToMyPC has centralised its security centre dashboard to manage settings, improve device vulnerabilities and view security scores. l GoTo Connect helps to reduce dropped calls with new call-level analytics offering insight into customer call flows, while reducing IT workloads with simplified network testing for administrators to locate, inspect and monitor network performance. Tools to streamline workflows l GoTo Resolve has enhanced its IT helpdesk through a ticketing portal with advanced customisations and IT modifications based on workflow requirements. End-users can access and monitor tickets in a centralised location. l GoTo Resolve Scheduled Automations allow teams to manage, update and secure devices at the right time with automation scheduling. Deploy software updates, system cleanups, log captures or any scripts at a time that’s best for endusers and IT. l GoTo Connect now has better ways to make and manage calls from the main application with a new widget. Easily swap phone numbers for outgoing calls, park or transfer calls. www.goto.com/resources/ product-updates GoTo announces product enhancements support so that they can judge whether the connection being made is legitimate.” n Additional security. TeamViewer lets users create a personal encryption key that will encrypt all communications going on within TeamViewer and, through a process it calls guided onboarding, will educate users about the benefits of introducing two factor authentication to enhance security and prevent misconfiguration. n Integrations. TeamViewer Remote also offers enhanced integration with TeamViewer’s wider product portfolio including its remote monitoring and management (RMM) tool. “While the RMM product was perceived by many customers as fairly separate to our TeamViewer remote control and access tool, we’ve been merging these products under the hood of TeamViewer Remote, so with a commercial user licence, you can experience these products in the same space,” explained Dr Witt. “There’s not a dedicated tab that says remote monitoring and management. Instead, it is interlinked with all the processes that already exist in TeamViewer Remote. In the device section, for example, you can now directly access remote management. That includes capabilities for device monitoring and asset management; you can deploy software and configure it; and, last but not least, there are capabilities around patch management, which we provide through third party partners but also with our own capabilities.” Another example is the MCO management console, which allows users to configure different aspects of TeamViewer. Previously, this couldn’t be used from within the downloaded desktop client and had to be accessed via a browser. Now, it has been baked into the TeamViewer Remote experience. “It’s way more integrated now, smoother, with no media breaks and no system breaks between different elements,” said Dr Witt. TeamViewer Remote is available for download now. All existing users of the remote access and support solution can choose to upgrade their existing installation to TeamViewer Remote for free or log into the web client with their existing TeamViewer credentials. www.teamviewer.com technologyreseller.co.uk 41
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