GoToAssist Selected by Healthcare for Help-Desk Performance, Cost and Security Advantages; Meets Standards for HIPAA-Compliant Application Infrastructure.

Business Editors

HIMSS 2004 Annual Conference

SANTA BARBARA, Calif.--(BUSINESS WIRE)--Feb. 24, 2004

Leading healthcare institutions and solution providers are empowering their IT support and help-desk teams with Expertcity's GoToAssist(TM) managed remote-support service. More than 100 organizations, including CareTech Solutions/Detroit Medical Center, Dean Health Systems, Englewood Hospital, Insight Healthcare Information, Pfizer, Inc., Sodexho, Televox Software Inc. and Teva Pharmaceutical utilize the award-winning GoToAssist virtual on-site support solution to resolve technical-support cases with greater agility, security and customer satisfaction.

"The surge in customer adoption indicates healthcare IT is seeking secure, reliable virtual on-site support technology that streamlines non-clinical business operations, lowers costs and empowers the entire organization to be more productive," states Brian Donahoo, SVP client services at Expertcity. With GoToAssist's Web-based screen-sharing solution, IT and help desk staff can work smarter and faster to enable their end-users -- the physicians, nurses, technicians and staff -- to get back to their clinical work faster, regardless of time zone or location.

With GoToAssist, customers report that support-handling time is decreased by more than 50 percent. It dramatically reduces the need for onsite dispatch, which saves significant time, decreases expenses and increases productivity for both IT and end-users.

According to Eran Peery, president of Insight Healthcare Information Systems, not all virtual on-site support solutions offer the same levels of security, performance and cost-cutting advantages as GoToAssist. "We switched from WebEx to GoToAssist because it is more secure, faster and easier to use for both my support teams and our clients. It has become a key part of our business, providing me with valuable management reports and client feedback that help us meet our quality and business goals."

Virtual On-Site Support Reduces Operational Costs and Enhances Customer Care

The GoToAssist virtual onsite-support solution can be initiated by phone or on the Web. With a few clicks of the mouse, a support representative can chat online with end-users, show a live demo, "push" a Web page or file transfer and take permission-based control of the end-user's mouse and keyboard to resolve a problem. The award-winning screen-sharing and one-to-one collaboration solution provides highly scalable, reliable connectivity to desktop applications, including non-Web-enabled legacy applications. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time.

GoToAssist offers strong security and complete data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption as standard protection for all sessions. Identities are scrupulously verified and protected to ensure that the data exchanged between customers and support representatives is completely secure. Redundant systems and 24/7 monitoring guarantee service is always available. Expertcity is certified as SiteSecure by TruSecure, an industry-recognized security-assurance organization.

The solution offers a variety of customization services, including extensive reporting integration with any CRM system, custom branding and client-side localization. An enhanced GoToAssist Management Center and customer-feedback tool provide quick and easy access to comprehensive reporting utilities that enable companies to optimize the support lifecycle.

Since its launch in 1999, customers have awarded GoToAssist with RealMarket's User's Choice Award for three consecutive years. This year, GoToAssist was named Product of the Year, Editors Choice for 2004 from Customer Interaction Solutions magazine and won accolades from PC Magazine and eWeek at CEBIT for enterprise-application excellence.

GoToAssist at 2004 Annual HIMMS Conference and Exhibition, Booth 3675

Expertcity will showcase GoToAssist at the 2004 Annual HIMMS Conference and Exhibition in Orlando, Florida. For a demonstration and to register for a cost analysis worksheet to calculate ROI, visit Booth 3675 from February 22-26.

About Expertcity, Inc.

Expertcity, Inc. is the leading provider of managed real-time Web-based remote-access and customer-support technologies. The company's award-winning screen-sharing technology enables users to securely view and control a remote computer. Expertcity offers two products: GoToAssist, a complete managed service that enables support centers and help desks to rapidly and seamlessly deliver virtual on-site support, and GoToMyPC; a remote-access solution that enables individual users and enterprises, through the GoToMyPC Corporate managed service, to access and work on their PCs from any Internet location. The products consistently win best-in-class awards and reviews, including PC World's World-Class Award, PC Magazine's Editor's Choice Award, Customer Inter@ction Solutions coveted CRM Excellence Award, Network World's Category Breaker Award and CNET's prestigious Editors' Choice Award. Expertcity has more than 4,000 corporate clients worldwide, including Cisco Systems, Siemens, Sun Microsystems, Verizon, Best Software, Intuit, Cablevision and Microsoft Business Solutions. Founded in 1997, Expertcity is privately held, with financial backing by Sun Microsystems, CNET, Bertelsmann Ventures and SoundView Ventures. The company is headquartered in Santa Barbara, CA, with its European operations based in the UK. In December 2003, Citrix Systems, Inc. (Nasdaq:CTXS) signed a definitive agreement to acquire Expertcity. The transaction is expected to be completed in the first quarter or early in the second quarter of 2004.