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BOMGAR Solution Overview

BOMGAR Solution Overview. Stuart McGregor Regional Sales Manager William Culbert Solutions Engineer. Where does Bomgar “ Fit ” ?. Systems Management keeps tabs on all the systems, but it provides no means of resolving issues.

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BOMGAR Solution Overview

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  1. BOMGARSolution Overview Stuart McGregor Regional Sales Manager William Culbert Solutions Engineer

  2. Where does Bomgar “Fit”? Systems Management keeps tabs on all the systems, but it provides no means of resolving issues. Service Desk Management merely tracks support incidents, doing nothing to speed up resolution. Self-Help and Knowledgebase solutions only work for certain types of incidents

  3. What does Bomgar “Do”? • Increased Customer Satisfaction • Increased Operational Efficiency • Increased Security and Control

  4. Bomgar At a Glance • 6500+ Customers in 70 Countries • Net Promoter Score = 65 • (Apple = 78, eBay = 65, Facebook = 65, and Google = 63) • Global Partners • Award Winning • Gartner “Cool Vendor”

  5. Current Trends in Remote Support Security of Legacy & SaaS-based Remote Access Tools • Complexity of “Consumerisation” / BYOD • Homeworking / Mobile Users • End User Devices & Smartphones • Networking Challenges • Service Desk Efficiency • Chat • Collaboration • Service Desk Integration

  6. One Screen, Any Device

  7. iPad / iPhone Support Rep Console Gives support reps the flexibility to support users from their iPad /iPhone at any time from anywhere.

  8. Android Support Rep Console Gives support reps the flexibility to support users from their Android Tablet / Phone at any time from anywhere.

  9. Access below the OS

  10. Unique Appliance Based Security • Security & Audit • Centrally Controlled • 3rd Party Security Validated • LDAP, RADIUS, Kerberos integration • Secure sessions without requiring VPN or firewall configuration • Provide full audit logs • Session Videos Penetration Tested The Only Remote Support Solution to be FIPS 140-2 Certified

  11. Data Breach Investigation 2011 2011 Data Breach Investigations ReportUS Secret Service Verizon Business Risk Team

  12. Security Breach Method of Infiltration “In 63% of our investigations in which a method of entry could be determined, the attacker simply leveraged an available remote access application” “In many cases, the breached entity was unaware that a remote access application was even present and exposed to the Internet” Trustwave Global Security Report June 2011

  13. More than just Screen Sharing… • Any Device, Any Network • Branded Support Portals • Secure Chat • Collaboration (Reps & 3rd Party) • Agent & Customer Surveys • Support ITSM Integration • Certified Security & Full Audit

  14. How Bomgar Works ?

  15. Demo.

  16. Bomgar Improves Key Support Metrics Staff Utilization Incident Handling 1st Call Resolution Call Escalation Customer Satisfaction from 10-30% from 10 to 50% from 20to 50% from 10 to 30% 30%+

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