Contact Center Solutions Featured Article

Bomgar Introduces New Intelligent Collaboration Feature to Remote Support Solution

November 07, 2012

Bomgar (News - Alert), a provider of secure remote support solutions, debuted a new Intelligent Collaboration feature that enables support representatives to broadcast a request for help with a remote support session to other representatives who have the necessary skills.

The new feature will be added in the upcoming Bomgar 12.3, Intelligent Collaboration solution. This is expected to enhance and support an organizations’ ability to work together and increase end-user satisfaction.

Using the Bomgar remote support solution, tech support professionals can access, view and control remote computers and mobile devices for resolving a technical issue. Sometimes a frontline representative will require help during a support session from another internal or external rep with specific expertise.

The new Bomgar collaboration feature will help them invite other reps or Subject Matter Experts (SMEs) to join the session so that they can collaborate and see the screen, share controls, and chat with each other and the end-user. The process followed, until now, involved several steps to find who had the right skills to resolve an issue, but now it has been simplified, said officials.

“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.”

When a request is created Bomgar routes it to an available rep with the skills that are required to address that issue. On receiving the invitation, the expert joins the remote support session to help the end user.

Officials added that this swarming approach between support reps synergizes their efforts leading to faster and more creative resolutions. Also, first-tier reps can watch and learn from SMEs during a remote support session. Also end-users do not need to repeat information or re-explain their issue.

Bomgar also announced that it has added more than 50 colleges and universities as new customers in 2012. In total, more than 500 education institutions have deployed Bomgar’s remote support solution to improve processes and efficiencies within their IT support departments.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Frontier Communications Opens Customer Service Center in Provo, Utah

New customer service center in Provo Utah to support Frontier Secure business unit. [ Read More ]
04/23/2014

Stratus Video Interpreting Solution Reduces Language Barriers

Stratus Video Interpreting solution helps healthcare providers overcome language barriers in critical care situations. [ Read More ]
04/23/2014

Gubagoo Optimizes its Chat Platform for Mobile

Gubagoo is enabling dealers to track and target customers that visit their website through a smartphone or a tablet. [ Read More ]
04/22/2014

Wisconsin Making Call Center Business Worthwhile for SPI Global

The call center business market is one that has been getting all the more popular over the last few months. That has never been more obvious in Madison, Wis., where the state has just announced it will be giving a Philippines-based outsourcing company more than half a million dollars in order to expand a local call center. In exchange for incentives that will total $575,000 the company has said it will add as many as 286 jobs over the next three years. [ Read More ]
04/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!