Citrix Upgrades Support Software

Santa Barbara-based Citrix Online said this week that it has upgraded its online GoToAssist customer support tool. The company's new GoToAssist 7 adds management tools for monitoring the load of support teams, an application programming interface to chat applications, and transfer of calls between customer support agents, among other features. The company's tool is used to provide web-based chat and viewing and control of a customer's personal computer, enabling customer support representatives to walk through issues with users. Citrix competes against WebEx and other online desktop sharing tools used for customer support.