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.