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Bomgar's Remote Access Software Enables Companies to Virtualize IT Support, Says IDC
(Marketwire Via Acquire Media NewsEdge) RIDGELAND, MS, August 21 / MARKET WIRE/ --
As technology becomes more pervasive and
sophisticated and end users more geographically diverse, IT is increasingly
challenged when called upon to deliver technical support. Bomgar's remote access
software helps companies meet these challenges by enabling IT help desk
support reps to provide superior service through firewalls and regardless
of the platform used or the physical location of the end user or support
rep. IDC interviewed Bomgar customers about their experience with the
solution. The outcome is now available as a white paper.
According to IDC, the benefits of Bomgar's clientless remote access
software have evolved beyond the initial purpose: While still providing IT
help desk support services, Bomgar's solution also enables companies to
virtualize their IT department.
"A virtualized support services group is better able to handle peaks in
demand because personnel from many different locations can be virtually
deployed to address the concerns," said Matt Healey, Research Manager at
IDC.
With Bomgar's remote access software, companies can create a virtual help
desk that functions as a seamless entity to deliver fluid, fast and
effective technical support regardless of peaks in demand or geography.
IDC interviewed three Bomgar customers in three different industries to
assess the benefits of Bomgar's remote access software. Each company,
despite diverse problems and situations, has enjoyed significant
improvements in productivity. In fact, Bomgar customers have realized up to
90% reduction in total call times and second tier escalation, a 20-85%
increase in first call resolution, and have virtually eliminated on-site
visits.
Companies using Bomgar's remote access software to virtualize their help
desk not only deliver superior support, they also save money. Even with
centralized help desk support, Bomgar customers can pay as little as one
third the cost of competitor products, according to a cost comparison
analysis. However, with support virtualization, companies can realize an
even greater savings since they are more fully utilizing support staff to
achieve an even greater decrease in on-site visits and escalation to second
tier.
To obtain a free copy of the IDC white paper and find out more about increasing first
call resolution and reducing both on-site visits and call escalation with
Bomgar's help desk
support solution, visit www.bomgar.com.
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Contact:
Melissa Dent
601-519-0139mdent@bomgar.com
Copyright ? 2008 Marketwire
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