Brazil's National Telecommunications Agency (ANATEL) was created to promote the development of telecommunications in the world's fifth largest country. The agency, which operates independently of the government, is responsible for activities such as the implementation of national telecommunications policy, license regulation, managing radio frequency spectrum, and the protection of consumer rights.

Prior to implementing Bomgar, the Service Desk department of ANATEL supported remote desktop workstations using Microsoft's Lync collaboration and instant messaging application. However, when ANATEL refreshed its workstation fleet in 2014, they needed a more robust remote support solution as the Lync tool did not support the operating system of the new workstations. Additionally, at that time, the organization adopted a new set of security policies that required a remote support solution with more advanced security features. Moreover, the Service Desk wanted to expand its capabilities so that it could provide remote support for the organization's increasing number of mobile devices and its full range of network assets.

An evolving enterprise infrastructure drives the need for enhanced remote support

"Providing only on-site support was not feasible given our large and geographically dispersed user base," said Jorge Wilson da Silva Mendes, for ANATEL. "For that reason, finding a remote support solution for our service desk was essential. However, being a quasi-public agency, we also had very strict security protocols to meet when remotely supporting the workstations and the growing number of mobile devices used by our employees. We also wanted to ensure that our service desk—the single point of contact for our end users—was able to provide effective connections and quick resolution of incidents to ensure a quality customer experience. Supporting our servers and other network devices was also a priority."

ANATEL conducted a detailed analysis of several possible remote support solutions, evaluating whether they could meet the organization's many requirements. In addition to Bomgar, the team evaluated LogMeIn Rescue, Microsoft's Remote Desktop, TeamViewer (full version), DameWare (full version), GoToAssist Corporate and WebEx Support Center. While ANATEL's analysis found that all of these solutions had the capabilities necessary to enable basic remote support for some devices, only Bomgar offered the robust capabilities needed to meet all of the organization's requirements. “Our trusted advisor, PBTI Soluções, delivered a complete solution with implementation, training and support all in Portuguese” Wilson da Silva Mendes added. “In addition we commercialized the transaction in Brazilian Reais with terms and conditions acceptable to the Brazilian government.”

“Bomgar was the only solution that met ANATEL’s security requirements” added Mendes, “working closely together we delivered a turnkey plan to meet their requirements.”