Bomgar™ 9.1 Release:

The Next Revolution in Remote Support

Nathan McNeill, VP of Product Management, Bomgar:
Also you can use it for customers or users if you wanted to send around you know the process of how to install a patch or how to make a setting in Outlook or something like that. It has multiple uses and should be a great feature within 9.1. Session recording also - the administrator can allow the customers to download the session recording and download the chat transcript after the session. Again, this is something that the administrator can configure so you don't have to provide the session recording to the customer after the session but you can if you want to.

Some of the reasons for that - one is simply customer piece of mind. If the customer - and this is something that you're going to have to kind of decide based on your particular user base. I know some of you will probably not want to do it - you don't want the customer to have the recording and some of you will. But it will provide the customer kind of a piece of mind knowing that if anything happened that was not right I can go back and see.

That may be security for some of you all but - and then one other thing is it could possibly and I'm going to explain this a little bit it could decrease repeat incidents. I don't know how many times I've had a support guy walk away from my PC or after a remote control session and I'm thinking - he could, I could probably do what he just did, it didn't look all that hard but I have no idea how to do it. So if the customer does have the recording of the session after, afterwards. There is a chance that if they have the same issue again they might look at the recording to see how to fix it.

For some of you and for some of your users that might be optimistic but it may help in some instances especially if your users are more do it yourself types. I want to talk a little bit about LDAP integration. This is the page where you would add LDAP and LDAP server. I know some of you are going to be way more familiar with LDAP than I am. Some of you are going to be not sure what it is. LDAP stands for Lightweight Directory Access Protocol and it's basically a protocol that allows you - a common protocol that allows you to access active directory, Windows active directory and other directory services.