ltDatePresentergt AGENDA Bomgar Overview Bomgar Remote Support Solution Deployment Options Integrations Demo QampA 1 in Enterprise Remote Support market share Leader in secure remote support amp access management ID: 557122
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Bomgar Remote Support
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AGENDA
Bomgar Overview
Bomgar Remote Support Solution
Deployment Options
Integrations
Demo
Q&ASlide3
#1
in Enterprise Remote Support market share
Leader in secure
remote support & access management
Trusted by enterprises around the world
Strong revenue &
global growth
Access nearly any system or
device
, anywhere
Strengthen security & compliance
Improve user productivity
9,000+ customers in 65+ countries
Used by secure enterprises large & small
Trusted by top brands across industries
Founded in 2003
Recognized as fastest growing private company 6 years running
Global offices in US, EMEA & APAC
Majority investors: TA Associates
BOMGAR – CONNECTING PEOPLE & TECHNOLOGYSlide4
BOMGAR USE CASES
CUSTOMER SUPPORT
IT SERVICE DESK
PRIVILEGED ACCESS
Access, control, & troubleshoot remote desktops, servers, and mobile devices, no matter the operating system or network location.
Chat, co-browse, and provide remote assistance for your customers. Even support iPad, iPhone or Android apps.
Manage, empower, and audit internal and third-party privileged users to securely access your corporate network and devices.Slide5
BOMGAR FOCUS
PRODUCTIVITY
SECURITYSlide6
BOMGAR REMOTE SUPPORT
Multi-platform support
Unmatched security
Advanced capabilities
Flexible integrations
Deployment without disruptionSlide7
VALUE DRIVERS
IMPROVE SERVICE LEVELS
Reduce total time to resolution and escalations through improved routing, diagnosis, & troubleshooting.
INCREASE CSAT
Diagnose issues faster and walk customers through how to use applications.
EMPOWER PRODUCTIVITY
Enable techs to support multiple customers at once via tabbed chat and remote support.
STRENGTHEN SECURITY
Access devices and systems on or off the network securely, while capturing a full audit trail.
REDUCE TURNOVER
Allow techs to learn from SMEs through collaboration, session recordings, & presentations.
EXPAND SUPPORT
Support more geographies and types of devices (mobile, POS, kiosks) remotely.Slide8
MULTI-PLATFORM SUPPORT
Securely remote control Windows, Mac, & Linux systems from a single solution
Support mobile devices including Samsung Android (full remote control), iOS, Android, & Blackberry
Connect to desktops, laptops, servers, phones, tablets, kiosks, & POS systems
Access systems on or off the Local Area Network (LAN)
Provide support from any platform including iOS and Android using native appsSlide9
SECURE PLATFORM
Each encrypted connection is outbound; no open listening ports
Connect to off-network systems without VPN or firewall changes
Integrate with Active Directory, LDAPS and RADIUS to manage authentication
Define multiple permissions for teams and technicians
Capture detailed audit log and tamper-proof recording of every session, all guarded by highest levels of encryption
After most support sessions Bomgar uninstalls, leaving no footprint on remote systemSlide10
ADVANCED CAPABILITIES
INTEGRATED CHAT
Chat with customers through a secure, customizable chat window, and easily escalate to full remote control sessions. Automatically upload transcripts to a ticket or record to capture a full audit trail.
EMBEDDABLES
Embedding chat and remote support in your websites, desktops, Windows programs, and mobile apps makes it easy for customers and employees to request help.
Vendor
Service Desk
Tier 2/3
COLLABORATION & ESCALATION
Share sessions between technicians, developers, or even outside vendors. They’ll see the issue, troubleshoot together, and resolve support incidents faster.
INSIGHTS
Monitor support activity in real time. Track customer satisfaction, record every remote support session, and collect a detailed audit trail of each interaction.Slide11
INTEGRATIONS
Pre-built and custom integrations for IT service management, systems management, and CRM solutions.
Integrated remote support allows you to:
Launch a remote support session from the ticket or record
Automatically update tickets with details from the session
Include chat transcript and session recording in the ticketSlide12
DEPLOYMENT OPTIONS
PHYSICAL APPLIANCE
VIRTUAL APPLIANCE
SECURE CLOUD
CHOICESlide13
BOMGAR ON-PREMISES APPLIANCES
Physical and virtual appliances that fit your organization (B200, B300, B400 + Atlas multi-appliance deployment)
Keeps sensitive data behind your own firewall and security measures
No monthly fees, lowering total cost of ownership over time
Simple installation and maintenance
FIPS 140-2 level 2 validated appliances availableSlide14
BOMGAR SECURE CLOUD
Unique segmentation capabilities provide flexibility of the cloud without compromise
Partner with VMware
vCloud
Air to deliver highest security: ISO/IEC 27001 certified
Reduces infrastructure costs, lessens reliance on IT, and improves support without capital outlaySlide15
DEPLOYMENT: ON-PREMISES IN THE DMZSlide16
DEPLOYMENT: ON-PREMISES ON LAN/WANSlide17
DEPLOYMENT: SECURE CLOUDSlide18
LOYAL CUSTOMERS
9,000+ companies around the world trust BomgarSlide19
CUSTOMER CASE STUDY (SAMPLE)
THE SOLUTION
The integration between Bomgar and ServiceNow allowed Yahoo to consolidate from four mediocre tools down to two enterprise-level solutions that work seamlessly with each other.
The integration allows an incident to be created directly from a chat and remote support session, and chat history and requester information are all copied over to the incident.
Bomgar’s concurrent licensing model allowed the Yahoo team to adopt a follow the sun support model without the need to purchase a license for every rep.
THE RESULT
Reduced the need to travel to resolve issues, resulting in cost savings.
Integration between Bomgar and ServiceNow has resulted in manual work being reduced by at least 67%.
Increased chat engagement from 14% to 40% and increased customer satisfaction.
YAHOO
“Bomgar has made the dialogue between IT and our end users a seamless experience and increased the productivity of our technicians. The customer and technical support they have provided is top notch!”
RICHARD FLEISCHMAN
GLOBAL SERVICE DESK PROJECT MANAGER Slide20
DemoSlide21
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