Remote Support in 2007: Solution Requirements

Nathan McNeill, VP of Product Management, Bomgar™:
It's a great question. We actually ... we do not have like a webinar tool, obviously, or else we would be using it today. And, we don't intend to go that direction. We want to stay focused on our support products. However, we do have a feature in an upcoming version of Bomgar™, end of this month, which will offer the ability to flip your screen so you can show your screen to the customer as well as see the customer's screen through remote control. So, that would be a way of showing them your screen and possibly training them on a particular application or helping them in installing an application.

Melissa Dent, VP of Marketing Communications, Bomgar™:
Okay. One other question that's come up is: how much training is really involved to get support reps up and going on the product?

Nathan McNeill, VP of Product Management, Bomgar™:
You know, we have a lot of customers who are completely shocked when they get the solution in-house to find that it really does not require a lot of training. Usually their reps get it. It's intuitive. They know how it works right out of the box and it doesn't really require any training. However, we have offered training sometimes to customers if they request it. But, honestly, it's usually a really intuitive, simple process to get up and running and doesn't require any training.

Melissa Dent, VP of Marketing Communications, Bomgar™:
Great. One other question we have is related to when a support rep actually pushes out our client to the user. Explain a little bit about how does that actually work? What browsers does it use? How can it be downloaded? What are the different ways to actually get a user up and running with that?