Remote Support in 2007: Solution Requirements

Nathan McNeill, VP of Product Management, Bomgar™:
Yeah, it ... again, there's multiple ways to connect to a user. One of the ways that I mentioned earlier is the push and start feature using Bomgar™. And, with that feature you have to be on the same LAN or WAN as the PC that you want to push and start to. And then, at that point, you'd either type in the host name of the PC or navigate to the PC through the Windows network and then push the client in that manner. You would have to have privileges or credentials on the PC that you wanted to connect to. Beyond that there's a few other methods that you can connect to a PC that is not on the same network as you. You can have them click your display name. You can have them enter a session key which you provide, or have them enter the support rep queue through the support request form on the website. You can also send them email with a link in it which they can click and give you control.

Melissa Dent, VP of Marketing Communications, Bomgar™:
Great. And, how large is the client and what browsers does it run on?

Nathan McNeill, VP of Product Management, Bomgar™:
The client is under 400K. I think it's around 389K and it will ... can be downloaded through any browser whether it's Firefox or IE.

Melissa Dent, VP of Marketing Communications, Bomgar™:
Nathan, we have another question. Relating to sharing sessions. Can you invite and share a session with a second support analyst?

Nathan McNeill, VP of Product Management, Bomgar™:
Yes, you can. You can have multiple support reps viewing and controlling a single session. And, the person who initially shared the session would still retain control over that session. But, you can have multiple people collaborating over that session. It's really useful. Especially if you wanted to invite someone from second tier but not necessarily relinquish the session. So, you could have the second tier person come in, explain what was going on, and resolve the issue. And, it's a great training tool for your first tier support reps.