This maintenance release of Bomgar resolves a few issues reported against the new Click-to-Chat feature, and a handful of Jump client related issues.

Issues Resolved:

• Click-to-Chat
  • Resolved several issues with the Click-to-Chat client not properly handling specific SSL configurations.
  • Resolved an issue with the Click-to-Chat client not always reconnecting after a network service interruption.
  • An error message is now displayed if a Click-to-Chat client cannot connect to the Bomgar Box.  This message includes an option to download the full Customer Client.
• Representative Console
  • Resolved an issue where Jump client searches would display an entire group instead of a specific Jump client.
  • Resolved an issue where Jump client searches were not searching the Comments field.
• Miscellaneous
  • Resolved an issue with Jump clients not starting if they had been pinned from a session initiated by a Bomgar Button.

Note - this release has only been certified against appliance base version 3.1.0 for the B100, B200 and B300.  It has been certified against version 3.1.1 on the B300v.

IDC/Bomgar Webcast: The New Reality of Support – Do more with what you have?

Event Summary
Is it possible to do more with the resources you have?
In the real world, how can you make 750 support reps look & work like 3,000?

As employees become more distributed & mobile, the need for support increases. But the reality is that budget & headcount for support doesn’t increase with demand.

Join us for this webcast as IDC & Plumchoice (trusted remote technical services provider by more Fortune 500 companies than any other provider) discuss the challenges facing both internal & external IT help desks. Learn how a new breed of tools addresses these issues while:

• Decreasing costs
• Reducing security threats
• Offering greater flexibility
• Improving retention – of employees & clients.

Presented by:
Rich Surace, Plumchoice
Nathan McNeill, Bomgar
Matt Healey, IDC

Recorded on April 23, 2009

Event Summary: Providing Excellent Support in Difficult Economic Times

Join Bomgar for this timely and informativ case study from Mitch Bryant, an HDI Member and Support Manager of Norton Healthcare Service Center. Mitch will discuss what he is doing to continue his support services while reducing costs. His presentation will cover how he is maintaining high-quality customer experiences by utilizing remote support technologies and processes.

In today’s difficult economic environment you can’t cut support. You must adapt and provide service by utilizing all the tools available to your organization. Join this SPIN and learn from fellow HDI members methods to:

• Reduce support costs
• Enhance service quality
• Provide excellent customer service

Hosted By:
Rich Hand, Executive Director of Membership, HDI

Presented on March 24, 2009, By:
Mitch Bryant is the Support Manager, Norton Healthcare Service Center

Providing Excellent Support in Difficult Economic Times

When it comes to Support Desk economics the supply of the IT budget is shrinking while the demand of end-users for high-quality support remains the same.

So, how does a support provider manage a shrinking budget without sacrificing quality?

The University of Missouri has taken a green approach to supporting its customers, one that lowers the cost of overall support through reducing call escalation and improving first call resolution. Learn how Missou utilizes Bomgar and RightAnswers to:

• Reduce the number of first calls and call escalations
• Reuse data for training and knowledge base
• Recycle support session data

Support Desk Economics 101: Reduce, Reuse, Recycle

Presented on February 19, 2009, By
John Ragsdale, VP of Services Technology Research, SSPA & AFSMI
Nathan Eatherton, IT Service Desk Manager, University of Missouri
Brad Prizer, EVP of Marketing, Bomgar
Simon Yelsky, VP of Product Management & Client Success, RightAnswers