Fidessa: Enhancing Customer Service Across The Globe

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Fidessa

Prior to using Bomgar, Fidessa's support technicians relied upon the user's descriptions of issue and queries they were having, along with screen-shots of the user's computer screen, in order to diagnose and solve issues. Because of the complex nature of Fidessa's trading platforms, exchanging accurate instructions and information with the user was sometimes cumbersome and could lead to extended support calls.

"We needed a solution that would meet our stringent security controls as part of protecting both our own and our clients' environments, and Bomgar was recommended by one of our larger US finance customers," said Reji Alex, vice-president of US support operations at Fidessa.

Fidessa was impressed to learn that Bomgar offers a version of its solution that's been awarded Level 2 Federal Information Processing Standards Publications (FIPS) 140-2 validation, a requirement for any cryptographic product used in a US government agency network.Prior to using Bomgar, Fidessa's support technicians relied upon the user's descriptions of issue and queries they were having, along with screen-shots of the user's computer screen, in order to diagnose and solve issues. Because of the complex nature of Fidessa's trading platforms, exchanging accurate instructions and information with the user was sometimes cumbersome and could lead to extended support calls.

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