Texas-Sized Support

Help Desk Support at Texas A&M University

Nathan McNeill, VP of Product Management, Bomgar™:
All right. Thank you Mike. Thanks for walking us through that. I'm going to take a little bit of time now to work through how the Bomgar™ product works at a little bit lower level of detail. Explain some of the features of the product. So, first of all let me forward to the next slide. The Bomgar Box™ - we are the only appliance-based vendor of this type of solution. It allows you to connect, as I said before, to any computer anywhere in the world in just a few seconds. Again, this is through firewalls regardless of what configuration the PC does or does not have. We also include file transfer and chats so you can transfer files back and forth between the PC you're connected to. And also, this is true reboot/auto-reconnect. Meaning that the user does not have to intervene in order to give you back control after the reboot. It's extremely useful and it means also that you don't have to tie the user to their chair while you continue to troubleshoot their issue.

We also have the ability to transfer sessions from rep to rep. If for some reason one rep is not able to resolve the issue you can transfer it up the line. You can also share it between reps so you can have multiple reps collaborating over the same issue. You do have the ability, as Mike mentioned, to handle multiple sessions pretty easily. He mentioned six. It's actually not a cap but probably at some point it gets a lot more difficult to keep track of six PCs. That's just kind of up to the rep as to how many PCs they can handle simultaneously.

One other thing is with the appliance, it's about a 30-minute instillation. Because it's a self-contained unit, contains all the services you need to run the application, there's no configuring stuff on a server in order to get it up and running. We usually tell our clients to take the Bomgar™ pizza box challenge which is, you know, when the box gets there, order a pizza. By the time the pizza gets there you should have your appliance up and running and running your first few remote control sessions.