Summary: Using virtual support with knowledge base technology helps IT optimize support and automate critical help desk functions
RIDGELAND, Miss. – Bomgar Corporation, the leading provider of appliance-based virtual support software, has entered into a strategic alliance with RightAnswers Inc., a leading provider of self-service and support analyst knowledge solutions for IT help desks. The two companies will sell its complementary technologies to demonstrate the significant benefits that can be gained from integrating knowledge base (KB) systems into a virtual help desk environment. IT organizations can drastically improve support efficiencies and first call resolution by utilizing the collective data that result from the integrated solution to better address root cause analysis – a key step in solving the incident resolution gap.
A major role of IT help desks, whether supporting internal employees or external customers, is to solve technical issues. Meaning, technicians rely on access to critical support details to work through root cause analysis to find a problem fix. However, problem resolution is an arduous process. For IT to be more productive in problem solving, Bomgar’s virtual help desk software can work with RightAnswers’ KB solutions to provide IT an accurate snapshot of support activity: previous fixes, type of support tool used, reoccurring or isolated issue, etc. This information is used to find root cause more quickly and allow help desks to better support escalating technical support issues.
“Organizations that capture a detailed record of support activities typically see faster issue resolution and higher productivity for support engineers,” said John Ragsdale, Vice President of Research, Support and Service Professionals Association (SSPA). “Root cause analysis requires an understanding of trends over time, and best practice remote support and knowledge management technologies enable support organizations to automatically track the necessary data and leverage it to find the source of the problem.”
With Bomgar’s open API and Software Development Kit, virtual support technology can be easily integrated with other applications such as the Unified Knowledge Suite of RightAnswers. This enables IT help desks to centralize their resources, while arming them with the details to assign an accurate support solution when technical issues arise.
“The ability to virtually connect to the troubled end user’s system is a natural extension of the Knowledgebase for both Self Service and Assisted Service Desk environments,” comments Simon Yelsky, VP Product Management, RightAnswers. “Bomgar is the best of breed for virtual support and this partnership is one of tremendous value to our existing and prospective Service Desk customers.”
About Bomgar™ Corporation
Based in Ridgeland, Miss., Bomgar Corporation specializes in appliance-based solutions for remote control support. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds. The company is the only pure-play provider in the industry offering an appliance-based solution, providing companies with an unparalleled level of security and the ability to scale efficiently. Backed by venture capital, Bomgar has grown steadily since its inception in 2003, securing more than 5,000 customers in all 50 states in the US and over 50 countries, in addition to resellers in Canada, South Africa and the U.K.
About RightAnswers
RightAnswers delivers the high-impact content, technology solutions and value-added services to enable internal Help Desk organizations to improve the end-user support experience, increase support capacity and reduce overall support costs. With over 2.5 million licensed users in enterprise, higher education institutions and government agencies, RightAnswers enables quick problem resolution for both self-service end users and support analysts. For more information, please visit www.rightanswers.com.
