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: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!