Supporting the Widespread Campus:

Remote Support at the Ohio State University

Nathan McNeill - VP of Product Management, Bomgar™:
I wanna take the next few minutes just to walk through how the solution works. This is our support solution, and we deliver it in an appliance. We're the only appliance remote support solution on the market.

As I mentioned earlier, it does allow you to connect to any computer anywhere in the world, or anywhere in Ohio in just a few seconds. So, you don't have to drive on site, and you don't have to walk through things over the phone - real time saver.

We also include integrated file transfer and chat. You can - as Duane mentioned, you can reboot and then automatically reconnect which requires zero user intervention. So once you have control of the PC, the user does not have to reinitiate the session after a reboot.

So, the for instance is that if you're installing software or, you know, doing whatever other activity where you're just watching a progress bar, you can - or reviewing the system, you can basically let the user go about their business while you fix their PC. And then once you've completed fixing their PC, it'll leave them with a dialogue box explaining, you know, what happened and that the rep is off.

We also include session transfer and share so that if you have multiple reps, you can transfer sessions to different reps or have multiple reps collaborate over a single session, both viewing the screen.

You can also handle multiple sessions easily. We have a tabbed interface, which you'll see in a second, so you can quickly tab between multiple sessions. And the deployment for our product - it's - you need Ethernet and power and that's basically it.