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Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive …
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What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.BeyondTrust offers deployment options that can fit a company’s business needs.…
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Popular Features
- Instant message (45)9.999%
- File transfer (44)9.999%
- Annotations (30)9.090%
- Session record (38)9.090%
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What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world. BeyondTrust offers deployment options that can fit a company’s business needs. The…
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Mac Endpoints - BeyondTrust Remote Support Use Case: Endpoint Jump Client Install and Feature Demo
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What is BeyondTrust Remote Support?
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world.
BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of their cloud deployment gives users cloud without compromise.
With BeyondTrust, users can support all of their systems over the web, even if they are behind firewalls they don't control. The vendor’s value proposition is that their solution enables support teams to reduce the amount of time spent on incident handling since it is done via one solution. Technicians can support remote computers running Windows, Mac, and Linux … or mobile devices running Android, iOS, or BlackBerry. Additionally, they can offer support from their preferred device, even if it's an Android tablet or iPad.
BeyondTrust Remote Support Features
Remote Administration Features
- Supported: File transfer
- Supported: Instant message
- Supported: Access to sleeping/powered-off computers
- Supported: Session record
- Supported: Annotations
BeyondTrust Remote Support Integrations
BeyondTrust Remote Support Competitors
BeyondTrust Remote Support Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
Frequently Asked Questions
GoTo Resolve, LogMeIn Rescue by GoTo, and TeamViewer are common alternatives for BeyondTrust Remote Support.
Reviewers rate Access to sleeping/powered-off computers highest, with a score of 10.
The most common users of BeyondTrust Remote Support are from Enterprises (1,001+ employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
Bomgar is a versatile remote support solution that is widely used by organizations in various industries. Users have reported positive experiences with Bomgar, noting its user-friendliness and responsiveness. The software enables efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits. Bomgar is utilized by IT departments and support teams to resolve issues with internal servers, workstations, and software programs. It also facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. The product supports multiple platforms, including Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external users. Additionally, Bomgar's chat feature allows for remote issue resolution without connecting to the user's machine, benefiting end users and students. Overall, Bomgar has proven to be a valuable tool for organizations by providing secure remote access and enhancing their ability to efficiently support their users and systems.
Users commonly recommend Bomgar for its robustness and versatility across multiple devices. They suggest using Bomgar for desktop support and remote access, as well as for easy-to-use remote support and customer service. Users also recommend trying out Bomgar's trial version and seeking feedback from experienced users to get a better understanding of the product. They praise Bomgar as a reliable and secure remote support tool with extensive experience and innovation in the field. In addition, users highly recommend Bomgar for its user-friendly interface and secure remote connections. They emphasize the importance of proper training and implementation before deploying Bomgar for remote support of user machines. Users find Bomgar particularly useful for low bandwidth connections, thanks to its directory of computers and web portal.
Furthermore, users express satisfaction with Bomgar's support features as they alleviate frustration and increase customer confidence. They appreciate its all-in-one tools for diagnostics, repairs, backups, and more. Responsive remote support is highlighted as another positive aspect of Bomgar, along with its reputation as a secure product that can be relied on. Users highly recommend Bomgar for its excellent features and expandability, citing increased staff productivity as one of the potential benefits. Comparing it to other remote support tools like GoToMeeting and TeamViewer, users believe Bomgar stands out in terms of user-friendliness and top-notch security.
BeyondTrust Remote Support is also mentioned positively as an efficient tool for addressing customer needs remotely. However, some users recommend trying other solutions before settling on BeyondTrust Remote Support. Overall, users think Bomgar is an excellent product that offers secure screen sharing, straight-to-the-point functionality, and suitability for remote access support.
Despite some concerns about high yearly maintenance costs, users still recommend Bomgar for its security features, multi-OS support, and usability for support teams in terms of screen sharing and remote administration. Additionally, users appreciate the outstanding qualities of the software in terms of performance, making it their preferred choice over other remote solutions. They advise others to take advantage of the demo and training provided by Bomgar, which adds to the positive experience of remote support and ease of use for phone remote connection and management. Users also consider the support provided during installation, setup, and customization as praise-worthy.
Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
July 20, 2018
Orange you glad you tried Bomgar? I am!
Score 10 out of 10
Vetted Review
Verified User
Bomgar is currently only in use in one Department with expansion all ready planned. Bomgar has enabled a support structure of one to do the job of an entire team and made that process secure and streamlined. I work in and around regulated data and Bomgar is never a concern being I know where the data is going and have the logs and video to show it.
- Security security security! they are in my opinion ahead of the game on level of security offered
- Extremely easy for my users to interact with me. Simply send them to my internal web page and away we go!
- Audit logs and trails that will satisfy every thing I want to know and more
- I wish they had a little more Ipad support integration however that is not Bomgar's fault!
N/A
N/A
N/A
N/A
100%
10.0
N/A
N/A
N/A
N/A
- I have been able to better serve my clients and in a more timely fashion
- As a department of one I support critical data and services and all the machine that information touches so Bomgar has given me that ability in one easy package
When asked to report on how many remote sessions have I done I now can give that information accurately. I use the exit surveys for improvement of service and tracking. I have tried the major players out there and Bomgar stood out above the rest.
And I just like Orange
And I just like Orange
3
Support staff
1
after the setup out side of updates now and then nothing has been needed it just works that well!
- staff support
- student support
- access after hours by support staff
- ne man support staff available 24x7
- ne deep support staff so i use it for everything that has an OS and needs support
- i would like to see it used by some others in the organization
Yes
it replaced RDP and Teamviewer for security and audit purposes
- Product Features
- Product Reputation
- Prior Experience with the Product
i had implemented this one time before and loved it
Make it happen faster
- Implemented in-house
Did it all with the documentation from the web site. Then the excellent support helped if we had a question on anything.
Yes
but not by choice but i did it in two phases to get everyone on board across the university
Change management was minimal
the change was a simple update to the type of support we offered
- i do not have control over my firewall so the longest part for me included getting the firewall changes in place
Yes
i have a support contract with them to keep current but don't feel i have to have it
No
i had been having some issues with getting my ad lookup to function the way i wanted and support did a simple remote session and had it working in less than 5 minuets
- a remote support session super easy to make happen
- i havent found anything hard to make happen with Bomgar
Yes
i use it all the time from my iphone and my ipad
February 02, 2016
Odd Name, Great Product
Score 9 out of 10
Vetted Review
Verified User
Bomgar is very easy to use on both the technician side and the end user. The ease of starting a remote session from a webpage is unmatched!
Recently we received several calls that our remote touchscreen computers wouldn't log in. When you click on the username, the screen flashes black then back to the login screen.
I was able to use Bomgar to remotely file transfer the Window's log files and found the error was with LogonUI.exe. After a quick Google search, I found a Reddit post stating that you need to run a Windows recovery disk or the touchscreen needed to be unplugged from the USB port (not so easy on an all-in-one) then a bad windows update could be uninstalled.
Since none of these solutions would work because I was not at the computer, I needed another way. Since Bomgar has a command shell feature, my personal favorite, I was able to run "wusa /uninstall /quiet /forcerestart /kb:3097877" to uninstall the update remotely. After the computer restarted everything was back to normal.
Try to do that with your average remote desktop program!
- One off remote session can be initiated from a web page.
- Saved remote connections.
- File Transfer.
- Organizing saved remote connections.
N/A
N/A
N/A
N/A
32%
3.2
N/A
N/A
N/A
N/A
- Increased employee efficiency.
- Fast problem resolution time.
- better customer experience.
We switched from LogMeIn and feel like we would never go back. The feature set and reliability are far better.
5
Technical Support
1
Not much, rack mount and basic configuration.
- Remote screen sharing
- Remote file transfer
- Remote DOS prompt
- We provide remote training to our customers
- Was able to remotely uninstall a bad Windows update far easier than being at the computer
- Canned scripts for common support request
Yes
LogMeIn, their pricing model changed.
- Price
- Product Features
- Product Usability
- Third-party Reviews
Bomgar was recommended to me by a vendor I do business with.
I would look at more than one other player, but optimistic that I would find something better.
- Implemented in-house
No
Change management was minimal
- Getting it registered (wasn't that hard)
- Setting up an SSL Cert. for the URL
- Self-taught
Yes.
Think about how you utilize licenses as there two type, named or dynamic.
No - we have not done any customization to the interface
It looks easy, but we haven't had the need to.
No - the product does not support adding custom code
Yes
Yes it was resolved but since I wasn't current on support I was treated like a second class citizen.
We had some troubles doing an automatic upgrade (our firewall I assume), they provided an easy alternative promptly.
- Starting a remote session.
- The presentation feature.
Yes
Well, they could organize the remote clients better though.
- AD
- Spiceworks
They support AD and I have no idea if they plan to support Spiceworks.
We didn't negotiate with them.
If Bomgar isn't a product your considering, get a demo, it will change your mind.
Yes
Very easy, nothing unexpected.
- Security
- InSight (Camera Sharing and Video Annotations)
No
No
December 16, 2015
Bomgar....It should be on your Bucket List!!!
Score 10 out of 10
Vetted Review
Verified User
We are using Bomgar in the IT department to support 200 internal as well as 200 external sales people. We are able to support the end user computers, and we support the sales computers and their Samsung Smart phones.
- The ease of use for the Rep console
- The ease of explaining to a non computer savvy person how to connect
- Remote control of all devices we support - Samsung Phones, Windows Platform, and MAC computers. We do not support iPads, as we are unable to remote control them if needed.
- We are using PAM for our vendors now
- I would like to see file transfer between sessions, rather than copying to my local machine and then to the remote host.
N/A
N/A
N/A
N/A
34%
3.4
N/A
N/A
N/A
N/A
- Better customer service is no doubt in my mind
- Efficiency to all my reps
- Access to all my servers from one spot, where ever I am
I have used PC Anywhere, which is the worst solution in my mind. I would rather use VNC if Bomgar wasnt available to me. I have used Join.me, and GoToMeeting, but my preference is BOMGAR
9
Helpdesk and Server support is what we use Bomgar for. It has proven itself time after time that this was the right choice for remote support
4
We have level 1-3 tier support. Bomgar is so easy to use, we have some non IT people using it to connect to their work desktops remotely sometimes
- Remote Samsung phone support
- Remote Server Support
- Remote Desktop support
- I have upgraded desktops to Windows 10 via Bomgar
- I also have been using Bomgar rep console to manage my PAM evaluations
- PAM is in the future of our company so our vendors can access specific systems without using up a rep license
No
The day I started, I got my manager on board with Bomgar. We have used it for over 6 years
- Product Features
- Product Usability
- Prior Experience with the Product
I had prior exposure to Bomgar from another company, and thought it was the best choice for us
I dont think I would change anything. Using Bomgar has been great. We are in the evaluation mode for PAM
No
It has never been an need and I dont think they offer it. I think all of Bomgars customers are getting premium support
No
Lat month, I updated to the latest version. Once updated, I tried logging in, and I couldnt. I opened a ticket, and within an hours time, the developers were able to pin point a bug and get me up and running.
- Finding my jump clients
- Connecting to remote servers
- accessing from anywhere
- I think its all easy to use
- I dont have any issues
Yes, but I don't use it
It works great, but if the mobile device is small, it could be hard to see
June 03, 2015
Making our owners and users happy
Score 9 out of 10
Vetted Review
Verified User
Bomgar has allowed us to support a large sales force in 5 states. The support includes laptops and phones for those external employees as well as the entire internal staff in four offices. It allows us to share IT resources and assists us in supporting our users after hours or on weekends without having to be planted in the office. We used a software application to do this before Bomgar, however, the Bomgar appliance allows us flexibility and the ability to do things like presentations that software never was able to give us. It paid for itself as we can assist the President of our organization remotely. We can jump to his home computer and help him at any time especially when he is in a crisis. It has eased his mind and made him aware of the support we can give the rest of our employees.
- Remote control and support
- Ability to share a support ticket with multiple IT people in multiple locations seamlessly.
- Ability to get system information on any piece of equipment once its attached.
- The ability to pin devices that we support on a more regular basis, including user computer and servers.
- Sometimes the chat function is confusing.
- The ability to copy files between two or more support sessions instead of using my computer as an in between step.
- Better service from the IT department as we can remotely access any computer or Samsung smart phone as long as our employee has internet access.
- Better and easier support for our ownership (BIG PLUS)
- Ability to share devices and collaborate on support calls allows us to spread our IT knowledge out over three offices and support users in any state.
I dont remember the software service we used to use to do remote support. Bomgar is far easier for our end users then the software was and we have almost never had an issue where a user could not connect to our Bomgar device unlike the software. The cost per seat is approximately the same but the added features such as collaboration, file transfer and presentations were not available from the service.
- Implemented in-house
No
Change management was minimal
- SSL Certificate
- Customizing screens
- Making sure it functioned properly with our firewall
Yes
As integral as the Bomgar device has become it is important to insure we have the best support and access to updates as needed.
Yes
Yes
When we were attempting to get the SSL certificate issued we had some problems but they were quick to get us easy to understand documentation to help us fix the issue. In addition, we had a network card go our appliance and they worked with us and quickly replaced the device.
- Remote support
- File Transfer
- Chatting with users
- Chatting with users can be confusing
- Clearing annotations
Yes
On most devices very well, I had some issues with my Samsung phone on the representative console but I know they have fixed many over time and will correct the remaining issues as well.
Score 10 out of 10
Vetted Review
Verified User
Bomgar is used at the Attachmate Group, which comprises of 4 Business Units: Attachmate, NetIQ, Novell, and SUSE. It is being used by Attachmate support using "Session Keys" while they are doing phone support. The same is true at NetIQ. At Novell and SUSE, we use Bomgar with our customers using the web interface where chat sessions are automatically created, transferred to our Level 0 Customer Service, who, make sure all the necessary information is entered, and then they transfer the customer to an appropriate Support "Queue" (Team). We have around 40-60 teams comprising of Level 2 and Level 3 Support Engineers. We use the Chat, Remote Control, System Diagnostics, and other features of Bomgar to diagnose customer systems/problems and fix them remotely. We also use Bomgar in-house to support internal customers Windows, Linux, and Mac machines. We are amazed at the flexibility Bomgar provides across Support Platforms (including Android and iOS, as well as Linux, Mac and Windows), and supported clients (on all those operating systems as well). Since we have one BU, SUSE, that is entirely Linux, Bomgar was the only option for us. We used to have one tool for chat, and one tool for remote control, and one tool for remote diagnostics, now we get them all in one tool: Bomgar.
- Clientless Chat: The full-client download takes a little bit of time to download and install, we found that the clientless chat worked great for our customers to be able to INSTANTLY talk to the people they needed to with no downloads, then, when it was time for remote diagnostics or remote control, the agent could inform the customer what was going to happen and give them the steps to update to the full-client.
- Connections through Firewalls: Since Bomgar uses commonly open ports: 80, 443, we were able to get around problems with other tools that required additional ports to be opened on customers' firewalls. Bomgar gives us the greatest flexibility to run across multiple customers' environments.
- Jump Clients: Provide our Primary and Dedicated (PSE/DSE) Support Engineers easy access to the systems that they support at their customers' locations. Being able to "Pin" a server, and Jump to it whenever necessary gives us the ability to PROACTIVELY support our high-value customers.
- Mobile Platform Support as Client, and Agent: Having programs that can be installed on mobile devices such as Android and iOS allows us to both run the Bomgar support program, AND SUPPORT Customers also on mobile devices. This provides us a "Support any customer, anywhere" mantra which allows our workforce, and customers, flexibility.
- Sysinfo collection: Bomgar's system information tab/collection allows us to get customer hardware information quickly and easily, and puts it into the hands of our support engineers in a common format no matter what the end-user-operating-system is.
- Being able to "Pin" sessions on Mobile Devices
- Queue/Team "Routing" Rules, like Vectoring in a PBX
- Customizable Client Sounds (ie Notifications, etc).
- Faster Case-time resolution
- Higher Customer Satisfaction
- Support Engineers being able to handle multiple cases simultaneously
- Greater flexibility on Mobile platforms
Bomgar is the only enterprise remote control software that allows for both the customer and agent to be on nearly any operating system. Linux was a REQUIREMENT for us when we purchased the SUSE BU, and our existing vendor was contacted and they informed us that they would not be doing any development on the Linux Platform, so we looked for an alternative, found Bomgar, at the time they didn't support Linux, but told us, give us a few weeks --We were NOT even their customer-- yet they developed a client and agent for Linux, we tested it, loved it, and have been on Bomgar ever since. We couldn't be happier.
400
Internal Support. Customer Support: Level 0, 1, 2, 3. Development. On-site/remote support. Personal access to internal machines from external locations. Sales to demo products/solutions remotely either remotely ON a customer machine, or at a customer's location on a machine in-house. Basically every user in our organization CAN use Bomgar if they would like to, and many of them do, in ways that I'm not even aware of, but the above listed ways represent the ways that Bomgar is most commonly used.
3
Basically a hardware admin. A Software Admin. And an End-User configuration guru. The hardware admin takes care of the machine in the datacenter making sure it is placed appropriately, given the necessary access inside and outside the firewall, and is responsible for software updates. The Software Admin takes care of configuring the appliance for authentication, as well as what the web interface will look like to customers, and so forth. The End-User Configuration guru is in charge of setting up teams, users, permissions, and rules for teams like auto-assignment and so forth. The product is so easy to install, configure, and maintain that it could be done with just one person, we have 3 because of the enterprise and how different functions are broken up across internal support roles.
- Support
- Sales
- Presentation
- Working from home and accessing internal machines.
- Being able to demo at a customer site and access an internal network machine (this is a better solution than virtualizing)
- collaboration: Multiple engineers being able to work on a problem together
- supporting our BYOD internally
- supporting our customers from mobile devices
- supporting our customers' mobile devices from Bomgar
Yes
We used to use Control F1 for our support teams to remotely support Novell customers using Novell products. Novell then purchased SUSE Linux, and had the need to support Linux Operating systems, and Control F1 couldn't do it, we evaluated the company "Bomgar" and at the time they didn't have software that would run on Linux as the Agent (they did for the customer, I believe) and asked us to give them a few weeks, they created a client, even before we were a customer, and won our business. I would definitely recommend Bomgar if your organization is looking for a solution to "upgrade" to, whether you have an internal helpdesk, or an external customer support portal, Bomgar is THE solution to use. But you don't need to take my word for it, get an evaluation license and check it out, it is incredibly configurable, and using the APIs it can easily integrate into your existing environment, including things like emailing chat logs into your CRM systems(s) (again, using the API interface, you would program a custom module to receive web-updates from the Bomgar box, and from there, the sky is the limit)!!
- Price
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
- Third-party Reviews
We had to have software that would run on Linux, we purchased SUSE Linux and needed to have agents (ie Customer support) be able to run software to support their customers on Linux, and we needed customers running Linux to be able to get support just as easily as our customers running other operating systems. Bomgar knocked it out of the park! At first we thought the pricing model was a little steep, but when we learned it was for concurrent licenses not per agent (like our previous vendor's licensing), it was immediately apparent that Bomgar was the leader in features and price! If anyone thinks that Bomgar can be beat, then give them a try, they might surprise you, once you understand their product and licensing model, you may come to the same conclusions that we did.
- First: We really wouldn't change a thing.
- We had a need, our current vendor couldn't fulfil that need.
- We bumped into Bomgar,
- asked them if they had a Linux client,
- they said no, but give us a few weeks,
- we were skeptical,
- but they delivered,
- they immediately moved to the top of the list.
- We were so impressed by their quick action, they immediately became number one on our list,
- though, to be honest, they had all the features we needed BUT Linux support,
- so when they added that, then they really, truly, were at the top.
- Implemented in-house
No
Change management was minimal
The only thing in our organization that required change management was the access to the LDAP directory from inside the DMZ, the only other server that had that kind of access was our Radius Authentication server, Bomgar has a special client that can run inside the network, that connects to the LDAP, and communicates to the server in the DMZ so that is how we were able to do our authentication with very minimal change management, Bomgar has already done the work to make their product so incredibly seamless to implement we basically, installed, configured, and setup in a few days, and were ready to use the hardware/software way ahead of schedule. We are so happy that Bomgar is so easy to implement.
- Where to place the Hardware (Inside the Firewall, Outside the Firewall, In the DMZ)
- How to do User Authentication
- How to configure our Customer Facing Portal
- Online training
- In-person training
- Self-taught
The product is so intuitive, anyone can pick it up, play with it, read the manual if you get stuck, and pretty much be able to do 95% of what you need to do to install, setup, configure, and manage the Bomgar product. It has a very easy-to-use interface, and setup and configuration are very user-friendly. Again, look at the docs: http://www.bomgar.com/docs/content/index.htm it's very easy to get all the information you need from reading. OR, the other nice thing is the chat window that appears on their website that lets you chat with a sales engineer or support engineer, it makes getting answers as simple as clicking a button!
The best recommendation is to just set it up, and then play around with the features as an "agent" and as a "customer" you will quickly get a feel for how the interface and configuration options work, it is very simple. Then if you need a greater amount of flexibility, read the manual on all the options that are available it it may give you ideas on different things that you can use Bomgar for (this is how we offered the "Jump and Pin" options to our engineers that directly support a very limited number of customers [1-3]). The options are there, but it works just fine "Out-Of-The-Box".
Yes - we have customized the interface extensively
We wanted the web portal to be fully integrated into our customer support portal so we customized that, very easily using Bomgar's "Templates", then we customized the landing page for where we send customers that have "Session Keys" so that they would also feel like they were on our own support portal. Customizing the user interface is so very easy, and Bomgar makes it that way.
Yes - we have added extensive custom code
Using the Bomgar API we have created what we call the "Bomgar Chat Robot" this tool is used to monitor our chat queues and move customers around according to our own rules, we have mentioned to Bomgar about creating this same functionality in the product, and I'm sure they are already working on something like it. Using the API you can do nearly ANYTHING that using the User Interface will let you do, so as far as that goes it is probably one of the most highly customizable pieces of software I've seen.
Besides what has already been mentioned there really isn't more that you could want to do that you can't do using the configuration tools that Bomgar provides, whether customizing the customer interface or the agent interaction, or scripting engines in between that will follow programs that you create (like: For any customer waiting in any team queue for longer than x amount of time, transfer them to a "General" Specialist that can help get the attention of Management to find a person to immediately take that chat). The possibilities are endless!
Yes
We had an issue after we upgraded a very early version of Bomgar where our API calls were failing, we called support (to report the bug) and found out the reasons for the failure, the API had changed but we didn't read the documentation thoroughly before upgrading (it was mentioned in the doc). But because of our call they made future updates "backwards compatible" so that in case we don't read the documentation again we will not have any issues with upgrading.
I have mentioned this before, and will mention it again, Bomgar solved our problems before we were even customers, we needed a remote control and chat solution that worked on the Linux operating system both as a CLIENT, and as a AGENT, and they solved this problem before we ever signed a contract, they are simply amazing!!
- Remote Control (even to a Windows machine where there is no client)
- Screen Sharing in both directions
- File Transfers
- Clientless Chat
- Easy transition from Clientless chat, to full client remote control and system diagnostics
- Making Coffee
- Burning Toast
- Time Travel
Yes
The Mobile clients, of which there are "Customer" clients, and "Agent" clients, that work on iOS and Android Operating systems, work incredibly well, the gestures are intuitive, the ability to zoom and scroll make it very easy to read on a mobile device, and the Agent Client (which runs on Windows, Linux, Mobile, etc) Can also do some amazing remote diagnostics, like finding out what applications are installed, what is running, and current usage like CPU and Battery Level. The mobile clients are the best I've ever seen.
- Siebel
- Customer Portal
- Custom Reporting
With Siebel any case that is worked via chat has the "external Reference" ID filled in, and the robot that we created will take the chatlog after the chat session is over, and will email it into Siebel with the case number, so that the chatlog gets appended to the Service Request as an attachment. We have integrated Bomgar into our Customer Portal, so that when a customer opens a Service Request it shows the status of their assigned engineer, either as "Available" or "Not Available" and they can either select their available engineer, or select to chat with a "New Engineer". Our Custom reporting utilizes Bomgar's information collector (which collects data and puts it in a Microsoft SQL Database), and then we move that over to our enterprise Oracle Database server for long storage and reporting purposes.
- SAP
- SalesForce
- DataCenter Inventory processes
We are aware of a SalesForce Integration, I imagine it is easy to integrate with SAP (but haven't checked), and we can use the API to integrate it into our DataCenter Inventory processes.
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
We are using Single SIgnon via LDAP. Using the API we were able to create a home-grown application to monitor the chat queues and move around chats according to our "rules". We have Javascript running on our customer portal to report the status/availability of their assigned support engineer. We utilize an email integration to update our Siebel cases. And we use the data reporting module to collect data that we can use for reporting integration. --Overall Bomgar can be as integrated as you need, or want, it to be!
It doesn't take much skill for any of the basic Bomgar integrations, however if you want to imagine a "skye is the limit" kind of integration, you will need a good webdev that is comfortable using APIs, the Bomgar API is so straightforward that any dev with minimal skill will be able to create integrations til your heart's content. It's such a versatile product that if you can dream it, you can probably do it, but that dream will rest on your developer(s) and the skills that they possess.
Bomgar has a couple of different options when it comes to sales, the main thing I remember is that the licenses are concurrent, so even though we needed to licence for 400 agents, we only needed to buy around 100 licences because we were, at that time, supporting 24x7 around the globe and didn't have agents logged in all the time, so licenses is one thing to keep in mind, I believe that they have options for the type of "box" that you buy, and I seem to think that MAYBE I've heard rumors of running it virtually on VMWare or such, but that's something to talk to sales about.
My best advice for dealing with Bomgar is to be upfront about what you expect the product to do, give them as much information as you can, and they will provide you with the best advice on sales, installation, configuration, and support. Bomgar is so easy to work with, they really take customer service to a whole new level.
Yes
Of course, upgrades are incredibly easy, and, as always, making a backup is part of the process so even if there is a problem you always have the ability to back out of the upgrade and go back to the previous version. We've never had any problems upgrading our Bomgar box, and neither will you!
- new features
- better reliability
- enhanced reporting
- integration with our existing CRM
- API interface
- LDAP authentication/integration
- more features
- hopefully a pure web interface for both the client AND the representative
- expanded access to more devices (it's not Bomgar's fault that iOS doesn't allow the same access as Android, but it would be nice to have "full" access like on Samsung Android devices)
- built-in RDP integration
- skills-based chat distribution
Yes
We had a two week trial when we first started using Bomgar, we tested it, and found that it had features above and beyond what we needed for our support representatives and customers. Once you try Bomgar, you'll find the same thing, and if you find missing features, Bomgar is quick to develop and improve their product, they are very responsive!
Yes
well, when we did the initial evaluation we were on a trial/free version of Bomgar, but we recognized immediately after they created a Linux interface, that this software would be exactly what we needed to do remote customer support for our Windows customers, Linux customers, Macintosh customers, and internally for Android mobile phone and iPhone support. We have expanded our licenses a few times, we appreciate that the licensing model is concurrent rather than per Agent, this gives us a lot of flexibility in our global contact center.