GoTo, which makes AI-powered unified business communications software, has launched a brand new strategic partnership with Nexthink,which makes digital employee experience [DEX] management software. This strategic partnership is designed to transform how enterprises and Global System Integrators (GSIs) manage the digital workplace. The partnership enables a new integration between LogMeIn Rescue, GoTo’s enterprise-grade remote support tool, and the Nexthink Infinity platform, delivering a seamless journey for IT teams from detection and diagnosis to insight and resolution. The integration launches Rescue’s AI-enhanced remote support sessions directly from the Nexthink platform.
“This is the first partnership between GoTo and Nexthink,” said Steve Shattuck, Vice President of Global Partner Ecosystems at GoTo. “GoTo takes pride in listening to the needs and challenges of our customers and partners, and we regularly seek out their feedback to improve our offerings. In this case, the collaboration with Nexthink came about after hearing from our GSIs and Customer Advisory Board members that the integration would provide much-needed value.”
Nexthink as a company defined the DEX, which takes a user-first approach to understanding experiences through the lens of the technologies that employees use. Nexthink launched their flagship Infinity platform in the early 2020s, which combined real-time visibility and telemetry across devices, apps, and networks with analytics and AI-driven root cause detection with automated remediation to provide significant, proactive experience improvements.
“This partnership brings together the best of both worlds – Nexthink’s real-time digital experience insights and automation with Rescue’s secure, AI-powered remote support,” said Kaushik Shah, VP Technology Alliance at Nexthink. “By uniting detection, diagnosis, and resolution in one seamless journey, we’re helping IT teams and our GSI partners to resolve issues faster, prevent them proactively, and deliver the exceptional digital experiences employees expect.”
LogMeIn Rescue is GoTo’s remote support solution designed for enterprise IT teams.
“Remote support solutions are sometimes seen as simple tools for connecting and remotely controlling or viewing devices – but the real power of these tools comes from what it can accomplish behind the scenes and the robustness of capabilities within remote support sessions,” Shattuck stated. “This is where Rescue stands out. Rescue’s superior approach to security, for instance, offers more than 40 agent-based permission controls, end-to-end audit trails for sessions and admin actions, as well as a device-based Restricted Access Package,) so only pre-approved devices can initiate or receive remote support sessions.
“Rescue also provides superior customization and flexibility so customers can configure their support instances exactly as they need,” Shattuck continued. “For example, Rescue’s 12 different connection methods allow IT teams to personalize the support experience to a business’ specific workflows or customer journeys. Additionally, Rescue’s Live Translation capabilities allow businesses to provide fast support from anywhere, without needing to worry about language barriers.”
Shattuck also pointed out that recent AI breakthroughs have made Rescue more valuable.
“We’ve made significant investments in AI in recent years, and Rescue’s innovative AI features save teams valuable time and resources,” he said. “Some of those capabilities include automatically creating session notes or real-time device or screen analysis to highlight potential issues and suggesting resolution actions.”
The partnership also paves the way for continued future innovation. Nexthink’s analytics and automation will enhance every Rescue support session, while insights and trends from AI-enabled support interactions will accelerate problem resolution. This will create a more intelligent and agile organization capable of continuously refining IT strategies, proactively preventing issues, and scaling knowledge across the business.
“The typical remote support experience often requires considerable time spent investigating the root cause of a problem and then walking the user through the solution or manually handling it for them,” Shattuck indicated. “GoTo’s new partnership with Nexthink significantly streamlines that process, enabling IT teams to leverage Nexthink’s telemetry and trended insights to quickly and easily identify root causes during remote support sessions. Additionally, Rescue’s AI features can automatically document steps taken to resolve an issue, speeding up resolutions to similar problems in the future through either new automations or defined steps during remote sessions.”
Shattuck emphasized the channel benefits here will be significant.
“Both GoTo and Nexthink have a strong global channel presence, with many shared partners already delivering our solutions to enterprises worldwide,” he said. “This partnership and integration unlock a powerful opportunity for those partners to offer a unified digital experience stack. By combining Nexthink’s real-time visibility and analytics with Rescue’s remote support capabilities, we’re transforming support interactions into actionable insights. This boosts technician efficiency and significantly enhances the digital experience for employees. It also empowers our partners to expand their value proposition by offering an integrated solution that addresses both proactive experience management and reactive support, accelerate deal cycles by aligning with a joint solution that’s already resonating with enterprise IT, drive higher margins through bundled offerings and services that leverage both platforms, and strengthen strategic relationships with customers by delivering measurable outcomes in employee experience, support efficiency, and IT productivity.”
“By uniting Nexthink’s real-time digital experience insights and automation with LogMeIn Rescue’s secure, AI-enhanced remote support, we will deliver a seamless support experience that is both immediately responsive and continuously improving,” said Nikhil Singh, Global Head of Digital Workplace Product Management and Strategy at HCLTech, a large Indian consulting partner. “This collaboration provides a forward-looking solution that transforms support interactions into actionable insights, boosting technician efficiency and significantly enhancing the digital experience for employees.”
So how will this offering go to market.
“The GoTo-Nexthink partnership is designed to maximize impact across our shared partner ecosystem and enterprise customer base with a focus on two key areas,” Shattuck said. The first is joint channel enablement.
“We’ll activate our global partner network – especially GSIs and strategic partners – through joint enablement sessions and solution playbooks,” he noted. “This ensures partners can position the integrated solution as a differentiated digital experience stack.”
The second strategy involved is integrated demand generation.
“We’ll also be running joint campaigns, webinars, and industry events to showcase the value of the Rescue-Nexthink integration,” Shattuck concluded. “These efforts will target IT decision-makers looking to modernize support and improve employee experience, with tailored messaging for verticals.”