Citrix GoToAssist and BMC Software Integration Offers Comprehensive Help Desk and CRM Solutions; Validated Solution Delivers Rapid and Cost-effective Remote Support with BMC's Remedy Solutions

Business Wire, July 13, 2005

SANTA BARBARA, Calif. -- Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), today announced a new partnership with BMC Software, Inc. (NYSE:BMC), the leader in service management, focused on delivering rapid, cost-effective and seamless solutions. As a result of the partnership, Citrix(R) GoToAssist(TM) has achieved validation status for its remote support integration with BMC Software's Remedy(R) Action Request System(R) (AR System(R)). The combination of BMC Software's Remedy AR System, a sophisticated ticket-tracking system, and industry-leading Citrix GoToAssist delivers the most comprehensive solution for CRM and Help Desk Services.

"Citrix GoToAssist gives BMC Software's Remedy AR System an even more powerful, seamlessly integrated solution for companies to rapidly provide remote support," stated Johnny Ola, vice president of corporate business development at BMC Software. "This integration offers customers a simpler way to enhance service quality, increase productivity and reduce costs -- key factors that deliver tangible business benefits throughout enterprises worldwide."

Simpler is Better: Data Capture and Problem Solving Are Simplified

The validated solution enables support organizations to implement a best-practices solution that dramatically reduces call resolution time and ensures complete, accurate and efficient session data capture directly from within an AR System. For managers, the secure, tight integration between Citrix GoToAssist and BMC Software's Remedy AR System offers a unified view of the organization's support operations to better analyze data and meet goals for efficiency, service-level quality and compliance. For support representatives, it streamlines data input, eliminates repetition and simplifies the process of viewing, diagnosing and solving problems quickly and completely.

From Start-to-Finish, Customers Experience a Seamless Integration

"Achieving validation status by BMC's third-party testing partner establishes Citrix GoToAssist as an efficient, cost-effective remote support solution for optimizing and unifying any organization's service desk and CRM operations," stated Brian Donahoo, SVP of products and services, Citrix Online Division. "From start to finish, customers experience a seamless extension of BMC's Remedy applications, which allows businesses to easily adapt to the changing needs of today's on-demand enterprise."

With this turnkey solution for BMC Software's Remedy Help Desk, Remedy Customer Support and custom-built Remedy AR System applications, organizations can efficiently capture and maintain all of the remote session data, such as the customer Web site entries, times, representative information, resolution statistics, chat transcripts, remote diagnostics and session recordings in AR System forms. Entire customer sessions can be rapidly reviewed from the Remedy support ticket, thus offering companies a powerful tool to enhance and verify service quality.

"Secure, tightly integrated remote support offers better return on investment than managing disparate applications," said Esteban Kolsky, research director at Gartner. "Certified integrations can pack a powerful punch for achieving rapid deployment and results that can increase customer satisfaction and retention while significantly reducing operational costs."

The integration of Citrix GoToAssist with BMC Software's Remedy solutions captures data easily and efficiently and starts the Remedy ticket at the beginning of the session. All Citrix GoToAssist session information is saved in AR System and associated with the corresponding support ticket. The customer is not required to pre-install software and the representative does not need to know the IP address to launch a session, making it simpler and faster to get started.

The Citrix GoToAssist integration note is published on BMC Software's Partner Web site as a recommended integration solution. In addition to Citrix GoToAssist integration with BMC Software, Citrix Online also offers Agent-Side APIs, Web Services APIs and Database Integration. Trials of Citrix GoToAssist are available by calling 805-690-2943. For more information about Citrix GoToAssist integration, visit http://www.gotoassist.com/intServices.html. For more information about BMC Software, visit http://www.bmc.com.

About Citrix

Citrix Systems, Inc. (Nasdaq:CTXS) is the global leader in access infrastructure and the most trusted name in secure access. More than 160,000 organizations around the world use the Citrix Access Platform to provide secure, well-managed access to business information wherever it lives -- on demand. Citrix customers include 100 percent of the Fortune 100 companies, 99 percent of the Fortune 500 and 97 percent of the Fortune Global 500, as well as hundreds of thousands of smaller businesses and individuals. Based in Fort Lauderdale, Fla., Citrix has offices in 22 countries and approximately 6,200 channel and alliance partners in more than 100 countries. For more information, visit http://www.citrix.com.