Bomgar™ 9.1 Release:

The Next Revolution in Remote Support

Nathan McNeill, VP of Product Management, Bomgar:
Just a little bit about how Bomgar™ works. It's gonna allow the rep to gain control - the user just has to click a link on a website and it's going to bypass any firewalls, NAT or proxy that is in-between. So the rep can log in from anywhere and the user can get control from anywhere. So the way a session would get started - the support rep would log in to the application, be monitoring the key looking for incoming sessions. The user can initiate the session in three different ways.

The way that is most common is just to click on the display name of the representative. Another way is to have the user enter a session key which the rep would provide and he can also enter - have the user enter a support request which basically would get them entered into a key that's specific to what their request is. Once the user initiates the session they would then grant control or view only to the rep. It is always user initiated so it's never the case that the support rep would simply take control, it's always the user giving control when using Bomgar™.

Once the rep has control of the system they can do pretty much anything on the system that the user can do. I mean short of popping and swapping hardware components, you have control of that system and you can act as though you are right in front of it. Tremendous savings in terms of first call resolution rates, time to close rates for any sort of support incident.

I want to walk you through a few of the things relative to the interface. Some of these are new, some of these are - had been on Bomgar™ for a month or two. With the tabbed interface it allows you to move between sessions very easily, just clicking from tab to tab. So if you have multiple sessions you're troubleshooting simultaneously, it's easy to keep track of which one you're troubleshooting.