Remote Support for the Systems Integrator

Joel Bomgar, Founder & CEO:
It does enable you to do support for virtually any computer anywhere in the world in just a few seconds. That goes for a laptop in Tokyo, someone on a Wi-Fi hot spot to a guy in his home, you know, working from home in the morning, all the way to the cube dweller down the hall. The beauty of incident-based remote control technology is that it does not matter what computer that computer that person is using whether it's a business computer or their home computer. It doesn't matter where in the world they're located. What kind of firewall they're behind, you as a systems integrator, VAR, or even an enterprise have the capability of supporting whether it be employees, executives on the road, a customer base both consumers and business, it doesn't matter. Any computer, anywhere in the world in less than ten seconds. Our technology enables you to support those individuals.

Once you're connected, some of the capabilities: full screen keyboard and mouse control. And really, the goal is always put the tech support rep in the cockpit. It doesn't not make any sense for a tech support representative, systems engineer, or somebody in desktop support to be doing troubleshooting via the internet when - excuse me - in a phone only conversation. Walking the end user through complex technical issues doesn't make any sense. When you're essentially blindfolded you can't see what they're saying, you can't detect any of what your telling them to do, what effect it has. So, our technology puts the tech support rep in the cockpit. The end user can either sit back and enjoy the ride or go about their business doing something unrelated.

Full file transfer and chat - it also gives you the capabilities of doing a reboot/auto reconnect meaning the end user does not even have to be physically present in order for you to regain remote control after a reboot. You can also share the session, a remote control session, with other tech support reps on your staff or transfer a session completely to them if you need to escalate a session or perhaps add a shift change or something like that.