SysAid and Bomgar Integration Increases Support Efficiency and Customer Satisfaction
Future plans for the integration will allow support representatives to launch a full Bomgar remote support session directly from the SysAid incident or self-service portal.
Bomgar allows technicians to support nearly any system in any location, lowering costs while improving time to resolution and customer satisfaction.
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LONDON, 3 June 2015 – SITS15 – Bomgar, a leader in secure remote support and access management solutions, today announced an integration between SysAid’s help desk software and the Bomgar Remote Support solution. The new integration increases the effectiveness of support representatives by allowing them to access secure chat and remote support capabilities directly from an incident in SysAid.
Bomgar allows technicians to support nearly any system in any location, lowering costs while improving time to resolution and customer satisfaction. The integration with SysAid allows support representatives to launch a secure, Bomgar remote support session directly from a SysAid incident to immediately begin remotely diagnosing and solving technology-related problems.
“Responsibilities and expectations of today’s help desk go beyond the traditional brick and mortar office with more dispersed workforces and users needing support on multiple device types,” said Russ Duffey, VP of business development and strategic alliances, Bomgar. “This integration between SysAid and Bomgar will be a valuable help desk tool to keep support teams, users and customers efficient and productive.”
"Organizations that already own Bomgar licenses can now utilize and maximize their existing license and capabilities with our ITSM tool with this great integration," said Oded Moshe, VP Product at SysAid Technologies.
It was also announced today that future plans for the integration include the ability for end-users to click to request a Bomgar remote support session directly from the self-service portal, helping to improve their experience and overall satisfaction. At this point, Bomgar will also be able to log all chat transcripts and full session details, including video recordings, and feed them back into the SysAid incident, ensuring a comprehensive audit trail.
This week, Bomgar and SysAid are showcasing the integration at the annual SITS15 conference in London. The Bomgar team is located at stand #416 and the SysAid team at stand #214.
Bomgar connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,000 organisations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at www.bomgar.com, or on Facebook, Twitter, LinkedIn, and Google+.
SysAid Technologies Ltd. is a leading provider of customer-driven IT Service Management (ITSM) solutions. Available as a cloud-based or on-premise solution, SysAid provides affordable, innovative, and intuitive ITSM software aligned with industry best practices. Founded in 2002 by Israel Lifshitz with a vision to make the lives of SysAdmins around the world easier, and make their IT environments and IT service delivery better—SysAid now serves over 10,000 customers across 140 countries, spanning all industries and sizes, from SMBs to Fortune 500 corporations. SysAid has offices around the globe, and its ITSM solutions are available in 42 languages. For more information, please visit http://www.sysaid.com.