Remote Support for the Systems Integrator

Joel Bomgar, Founder & CEO:
As far as the mechanics of how a session looks. The support rep monitors the queue. The queue tells them anytime someone tries to make a connection, establish a connection, and start a support session whether it's somebody they're on the phone or perhaps somebody that filled out a little ticket in the ticket interface on the web. And also, the support rep is able to chat with other representatives to collaborate; perhaps they're able to answer questions another rep is having as they troubleshoot an error message on another system. So, the support rep has their own rep interface that is also housed in the Bomgar Box™ so it doesn't require any independent software or anything like that.

The user initiates a session, so the tech support rep logs in as a representative, as a systems engineer, whatever they may be. They instruct the user to go to a web interface where the user can start a support session. Typically that will be support.companyname.com. it can be any URL you want but that essentially will bring up a web - the public web interface on the Bomgar Box™. At that point they can initiate a session in one of three ways. They can either - if the company has chosen to allow their support reps to be visible they can actually click the name of a representative and immediately start a session that way. If you don't want the names of the representatives visible, then the support rep can generate a session key which they read to the customer via the phone or email the customer or end user. They then click the link or enter the session key and the session starts that way or the customer can go to, if this site is something that's publicly use for customer's to use support, they can actually go on there and enter a problem, enter whatever their issue is, and start a session that way.

Once the end user starts a session they immediately have a chat window that pops up on their system which gives them - excuse me - gives them all of the capabilities of chatting with the representative, sharing a file with them, or clicking the big "stop session" button which would completely discontinue the session and completely remove the applet from their system. All of the capabilities the end user needs are right there and the representative has the capability of chatting as well and requesting the ability to view a file.