by Sandra Hanna published

Session Recordings Can Help You with Compliance and Training

Did you know that Bomgar has advanced and in-depth Session Recording features? You can configure Bomgar to automatically record support sessions and even presentations to Flash Videos. These recordings can help you meet internal and external compliance mandates, such as HIPAA or Sarbanes Oxley. They can also be used as a training tool within your support team, even training tier 1 reps to become tier 2 reps.

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by Vicki Brown published

Listen (and watch) Who’s Talking – Why Bomgar Customers are Using Session Recording

So what is that famous saying – a picture is worth a thousand words? I guess that’s why so many Bomgar customers use Session Recording, so they can see exactly what’s happening on support calls. I know Sandra mentioned this last week, but with Session Recording you can receive a video file or chat transcription of each Bomgar session.

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by Vicki Brown published

Bomgar helps Novell Improve Time to Resolution by Nearly 30%

In the latest edition of Novell SalesTalk, host Ross Chevalier speaks with Dave Cutler, VP of Global Technical Support at Novell, about the powerful enhancements the company has made to their Support Services offerings, including using Bomgar for remote support. In the netcast, Cutler states that Bomgar enables Novell to handle almost 80% of its service requests via chat, and that time to resolution has improved by nearly 30% since implementing the solution.

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by Sandra Hanna published

Deploying the Bomgar Button

Deploying a Bomgar Button gives your customers a quicker way to request support. Bomgar Buttons are a desktop icon and can be installed on Windows,Mac,and Linux computers.Bomgar Buttons can be deployed from the Representative Console or from the administrative interface. The Bomgar Button installs on the desktop of the user who is currently logged in at the time of installation.

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by lshulof published

How to Handle the Top Nine Dangers of Remote Access

“Remote access and security have always been diametrically opposing forces,” according to a new InformationWeek article published this week. We agree that security is a critical concern when it comes to remote support, which is why we’re focused on delivering the most secure solution on the market. In the article, InformationWeek outlines the top nine dangers that come with unfettered remote access, along with mitigation tips for each. A few of the dangers they address:

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by Vicki Brown published

Customers have Bomgar Buttoned Up

Seems these days that everybody wants an easy button, for just about everything! And it reminds me of a saying I heard in my childhood, “The right way is not always easy & the easy way is not always right.” However, the Bomgar Button proves this statement wrong because now the right way is the easy way. In fact, the Bomgar Button allows folks to start a session & put themselves in a support queue – how easy is that??

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by lshulof published

Head Back to School with Bomgar University

We’re excited to announce our brand new Bomgar University training program! Bomgar University will equip your team with the technical knowledge and best practices they need to maximize the ROI of your Bomgar solutions. Offered both on-demand and on-site, the courses are designed for administrators, representatives and support resources that use Bomgar in their day-to-day job. Each course is packed with tips, tricks and best practices and includes detailed customer use cases, which highlight the people, processes and functionality that can be leveraged to gain the maximum benefit.

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by lshulof published

Support features for the iPhone and iPad now available

iPhone and iPad Remote Support with Bomgar

Today, we announced version 10.5.2 of the Bomgar Appliance, which includes new support features for devices built on the iOS platform, including the iPhone, iPad and iPod touch. This update allows Bomgar administrators to create and distribute configuration profiles for iOS devices, making it easy for users to configure their iPhone or iPad to “play nice” within their company’s environment. Apple iOS Configuration Profiles can contain device security policies, VPN configuration information, Wi-Fi settings, Exchange account settings, mail settings, and certificates that permit iOS users to work with a variety of systems. Running a configuration profile is just like installing an App – all it takes is a few clicks! Here’s a quick video demonstration that shows how easy they are to run:

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by Sandra Hanna published

What Makes Bomgar Secure?

Remote access and control technologies can have a powerful influence on productivity and efficiency, but they can also have a potentially destructive impact. In it’s 2008 Data Breach Investigations Report, the Verizon Business Risk Team named “remote access and control” the most common attack pathway used by hackers: “In over 40 percent of the breaches investigated during this study, an attacker gained unauthorized access to the victim via one of the many types of remote access and control software.”

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by LRichardson published

Bomgar at HDI 2010

Once again, Bomgar headed out this month to the annual HDI Conference & Expo - this time in Orlando! HDI (Help Desk Institute) boasts the largest membership of IT Service and Technical Support individuals, with over 7,500 members worldwide. Their annual conference draws about 2,000 IT professionals, and we at Bomgar always enjoy being a part of the fun!

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