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

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
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!