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API Journal Authors: Pat Romanski, Rishi Bhargava, Ed Featherston, William Schmarzo, Elizabeth White

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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±.

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