Outbound Call Center Featured Article

Bomgar Launches Bomgar Analytics, a Dashboard and Reporting Solution for IT Service Desks

By Calvin Azuri
TMCnet Contributor

Bomgar (News - Alert), a provider of secure, appliance-based remote support solutions, has unveiled Bomgar Analytics, which has been developed as a brand new dashboard and reporting solution which makes it easy for IT organizations to easily view and analyze the valuable IT support data captured by their Bomgar remote support solution. The Bomgar Analytics solution features dashboard views and customizable reports, and provides a unique view into the details of an organization’s remote support sessions. This makes it easy for IT service desks to help in the optimization of their operations and performance.

Bomgar Analytics has been primed to ensure that IT organizations can easily analyze key support metrics and trends, accurately locate support challenges or opportunities, and quickly take corrective actions while continuously monitoring performance and fine-tuning processes over time. Featuring more than a dozen interactive pre-loaded reports, Bomgar Analytics can utilize data contained in an organization’s Bomgar solution to display key industry-standard metrics which include remote support session counts and length, average wait time, abandonment rates and customer satisfaction. Bomgar Analytics also makes it easy for users to view or drill down on specific data either by team, technician, device or operating system.

The new Analytics solution provides users with the flexibility to customize any pre-defined report or build their own report.

In a release, Nathan McNeill, chief strategy officer at Bomgar, said that “Most IT support organizations can track macro-level activities, such as how long a ticket is open or if an issue is escalated, but they don’t have a lot of insight into what actually occurs during the issue resolution itself. Because Bomgar tracks and records everything that occurs during the resolution process, it allows IT organizations to quickly identify major trends or anomalies, and drill into specific problem areas and opportunities for improvement. With Bomgar Analytics, our customers now have a simple-to-use view into both macro- and micro-level data across all of their remote support sessions, allowing them to optimize their overall support center performance.”

An MIT (News - Alert) Sloan Management Review report titled, “Big Data, Analytics and the Path From Insights to Value,” states that in a survey of 3,000 executives, managers and analysts, “top-performing organizations use analytics five times more than lower performers.” The report also found that in order “for analytics-driven insights to be consumed — that is, to trigger new actions across the organization — they must be closely linked to business strategy, easy for end-users to understand and embedded into organizational process so that action can be taken at the right time.”

Rich Surace, VP of Services at Carbonite, said that, "Our Bomgar solution captures invaluable information from our remote support sessions. With Bomgar Analytics we’ll be able to consolidate and analyze that data to determine how to better resolve issues, allocate resources, improve training, and more. We’re looking forward to extending the value of our current Bomgar solution with Bomgar Analytics."

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