Welcome!

Linux Containers Authors: Yeshim Deniz, Stefana Muller, Elizabeth White, Zakia Bouachraoui, Pat Romanski

News Feed Item

Bomgar Adds Intelligent Collaboration to Help Tech Support Teams Swarm around Issues

Bomgar, a leading provider of secure remote support solutions, introduced today its new Intelligent Collaboration feature, which allows support representatives to broadcast a request for help with a remote support session to other representatives with the necessary skills. Available in the upcoming Bomgar 12.3, Intelligent Collaboration improves support organizations’ ability to work together and swarm around an issue, speeding time to resolution and increasing end-user satisfaction.

The Bomgar remote support solution enables tech support professionals to access, view and control remote computers and mobile devices for the purpose of resolving a technical issue. During a support session, a frontline rep often needs help from another internal or external rep with specific expertise. Bomgar allows them to instantly invite other reps or Subject Matter Experts (SMEs) to join the session so they can jointly see the screen, share controls, and chat with each other and the end-user. Previously, reps needed to select a specific name or team to invite an internal colleague or external vendor into the session, requiring them to know who had the right skills to resolve their issue.

With the new Intelligent Collaboration feature, reps no longer need to know which other reps are available or who has what skills to invite them into a session. Now, they simply create a request, and Bomgar routes it to an available rep with the skills that are required for that particular issue. After receiving the invitation, the expert can immediately join the remote support session and begin assisting with the end-user’s issue.

According to Jeff Brooks, Research Director at Gartner, “IT support services groups should implement collaboration within the I&O group to improve the level of support provided to end users and improve overall response time and reduce impact of outages.” (Gartner, “Effective Communication and Collaboration Drives Real Cost Savings in IT Support Services,” October 2012)

“By enabling frontline reps to immediately pull in the right experts, support teams will not only solve issues faster, they’ll create a better experience for their customers,” said Troy Harrison, VP of product management at Bomgar. “Rather than passing end-users along a frustrating chain of cold escalations, frontline reps can act as a support concierge and instantly engage the best resources to solve the issue and manage it to resolution.”

This swarming approach facilitates collaboration between support reps, leading to faster and more creative resolutions. It also allows first-tier reps to watch and learn from SMEs during a remote support session, improving on-the-job training and employee retention. If sessions do require escalations, Bomgar enables a warm hand-off that doesn’t require the end-user to repeat information or re-explain their issue.

The Intelligent Collaboration feature will be available soon with Bomgar 12.3. To learn more and download the free whitepaper, “Swarming around Support Issues Boosts Productivity & Satisfaction,” please visit www.bomgar.com/12-3.

About Bomgar

Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google±.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
The hierarchical architecture that distributes "compute" within the network specially at the edge can enable new services by harnessing emerging technologies. But Edge-Compute comes at increased cost that needs to be managed and potentially augmented by creative architecture solutions as there will always a catching-up with the capacity demands. Processing power in smartphones has enhanced YoY and there is increasingly spare compute capacity that can be potentially pooled. Uber has successfully ...
The deluge of IoT sensor data collected from connected devices and the powerful AI required to make that data actionable are giving rise to a hybrid ecosystem in which cloud, on-prem and edge processes become interweaved. Attendees will learn how emerging composable infrastructure solutions deliver the adaptive architecture needed to manage this new data reality. Machine learning algorithms can better anticipate data storms and automate resources to support surges, including fully scalable GPU-c...
We are seeing a major migration of enterprises applications to the cloud. As cloud and business use of real time applications accelerate, legacy networks are no longer able to architecturally support cloud adoption and deliver the performance and security required by highly distributed enterprises. These outdated solutions have become more costly and complicated to implement, install, manage, and maintain.SD-WAN offers unlimited capabilities for accessing the benefits of the cloud and Internet. ...
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
As IoT continues to increase momentum, so does the associated risk. Secure Device Lifecycle Management (DLM) is ranked as one of the most important technology areas of IoT. Driving this trend is the realization that secure support for IoT devices provides companies the ability to deliver high-quality, reliable, secure offerings faster, create new revenue streams, and reduce support costs, all while building a competitive advantage in their markets. In this session, we will use customer use cases...
Machine learning has taken residence at our cities' cores and now we can finally have "smart cities." Cities are a collection of buildings made to provide the structure and safety necessary for people to function, create and survive. Buildings are a pool of ever-changing performance data from large automated systems such as heating and cooling to the people that live and work within them. Through machine learning, buildings can optimize performance, reduce costs, and improve occupant comfort by ...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, @CloudEXPO and DXWorldEXPO are two of the most important technology events of the year. Since its launch over eight years ago, @CloudEXPO and DXWorldEXPO have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, we provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading...
René Bostic is the Technical VP of the IBM Cloud Unit in North America. Enjoying her career with IBM during the modern millennial technological era, she is an expert in cloud computing, DevOps and emerging cloud technologies such as Blockchain. Her strengths and core competencies include a proven record of accomplishments in consensus building at all levels to assess, plan, and implement enterprise and cloud computing solutions. René is a member of the Society of Women Engineers (SWE) and a m...
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...