Remote Support in 2007: Solution Requirements

Nathan McNeill, VP of Product Management, Bomgar™:
From an integration standpoint you need to have directory integration with LDAP so you're not having to create hundreds of users and you're not having to administer those users outside of LDAP. It needs to have an API to allow you to connect to other systems that you may be using. It needs to be stand-alone as well. It needs to be able to integrate but it needs to be self-contained also and self-sustaining, and not dependant on Active Directory for operation. Bomgar™ meets that criteria. It does integrate with LDAP, which not many solutions in the space do, but it does allow you to create users directly on the appliance and even add group policies to those users created on the appliance as well, even if it's not pulled from LDAP. It's stand alone but it can be integrated via the API.

From a customization standpoint, you want something where the web interface is completely customizable with your brand and your company messaging where the customer client is customizable and where the customer dialogues. This is a feature that a lot of solutions leave out, which is the dialogues, the text the customers read in order to agree to certain privileges or to allow the rep to gain remote control. You want to be able to configure and customize those dialogues to meet your company's needs.

And also, the exit survey, if that's applicable, if there is an exit survey, that needs to be customizable to allow you to ask the questions that are most relevant for your business specifically. So, for Bomgar™, it does allow you complete control over how the web portal looks. Also, the dialogue boxes, you can customize ... there's a couple of dialogue boxes that you can choose to have or not have so those notification thresholds that I was talking about earlier you can set, you can also decide what is in the dialogue boxes, what they're agreeing to. And, beyond that, you can set what the customer client looks like, what the logo looks like within the customer client, and what the uninstall dialogue box says.