Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Nathan McNeill, VP of Product Management, Bomgar™:
Thank you Malcolm. Thanks for going through that. I'm going to give you a little bit of information about Bomgar™, kind of get a little bit more in detail about the product and the company. We are the only appliance-based remote support solution on the market currently. We have about 2,000 customers in all 50 states and we about 33 countries internationally. And, our customer base really runs the gamut. We have SMB customers from construction, IT consulting. You'll have customers that are supporting construction trailers, you know, there's a PC or two in each one of those. And also, Fortune 1000, Fortune 500, customers in numerous verticals. Financial and healthcare are both strong verticals for us largely because of the appliance mode. Also, government education IT services as well.

And then, about the Bomgar Box™, it allows you to connect to any computer anywhere in the world in just a few seconds. The rep would just direct the user to a website and then have them click on a link. And then, that's going to connect them with the rep. It's usually about a 10-15 second process total. We also include built-in file transfer and chat. And all that as well, as Malcolm mentioned, is encrypted so it's along the same secure communication channel.

One of the features that John mentioned early in the presentation is the reboot/auto-reconnect feature. One of the applications for this is if you're, for instance, supporting a Law Office. You've got a $400.00 lawyer on the other end of the line; he's not going to want to sit there and wait for you to see if he needs to reconnect back into the session after a reboot. It allows you to work unattended without the user having to reconnect to you each time you have to do a reboot.

We also have to include session transfer and share so you can transfer sessions to different reps or different groups of reps and also share sessions so you can have one rep, excuse me, two or three reps who are collaborating over a single support session. And also, we have a tabbed interface so that a rep can easily, without getting too lost in the different interfaces, manage multiple sessions simultaneously, move between them, and we also allow you to detach the tabs so you have multiple sessions' tabs side by side.