Contact Center Solutions Featured Article

Bomgar’s remote control software licensing model offers companies the flexibility to operate the help desk in a cost-efficient manner regardless of fluctuating traffic. The company explains that a number of companies are forced to purchase enough licenses to handle peak loads due to the licensing model of many Software-as-a-Service (SaaS) applications.

 

But the investment doesn’t always pay off as during normal or light traffic, licenses remain unused while still being paid for. The licensing model of Bomgar’s remote control software addresses this issue.

 

Bomgar further explains that the traditional licensing model for a number of remote control software SaaS applications is 'pay per seat,' which doesn’t present any problem in an extremely active virtual support environment where all reps are on the phone with customers virtually 100 percent of the time. The scenario is completely different for companies that have less consistent traffic, who employ a number of part-time reps, or have other IT staff fill in during peak loads. In these cases, the investment in many licenses is wasted.

 

Companies can benefit from the licensing model for Bomgar's remote control software as it is based on the number of reps using the product concurrently, rather than per seat. Organizations may save precious dollars from not necessarily needing a license for each and every support rep. According to a cost comparison analysis, the savings add up every year if the number of licenses remains the same and by the fifth year. This can amount to saving up to two-thirds the cost of the per seat licensing model.

 

The concurrent user licensing model also has security benefits according to Nathan McNeill, co-founder and vice president of Product Strategy for Bomgar, who also explained if businesses are using a product that doesn't allow concurrent licensing, they are using per seat licensing, and eventually end up creating generic accounts like Support Rep 1 and Support Rep 2.

 

In this case, companies are not really sure who exactly did the support session and who didn't. McNeill emphasized that with concurrent licensing companies can create a larger number of accounts and tie that, at a one to one ratio, to the people that are actually using the product.