Bomgar Remote Support Integrated into Cloud Service Management™ Product Line

SAN JOSE, Calif., August 9, 2017 – ServiceAide, Inc., a global provider of Service Management solutions announced its integration with Bomgar Remote Support that speeds support analysts’ ability to accurately resolve tickets; often on the first contact. This integration enables secure screen sharing, remote control capabilities, and text-based chat directly from the Cloud Service Management products. Support analysts are empowered to achieve more first contact resolutions, shorter call times, and eliminate site visits. End-users return to full productivity faster with a higher regard for their support analysts. All remote sessions are recorded and stored with the ticket for easy access at any time.

The integration with Bomgar Remote Support ensures that IT organizations can deliver seamless support and excellent service to their customers.

Bomgar Remote Support Brings the Following Benefits to the Cloud Service Management Product Line:

  • Comprehensive and efficient remote-control solutions allow support analysts to immediately begin diagnosing and resolving an end-user’s issues
  • Guesswork and iterative discovery via email, chat or telephone are eliminated, so both support analysts and end-users can more expeditiously resume other work
  • Chat transcripts and video recordings of screen sharing sessions are linked to the end-user’s activity log that’s always accessible from the Cloud Service Management products

“With Bomgar Remote Support now integrated into our Service Desk and Service Management products, support analysts can raise customer satisfaction by reducing the time it takes to troubleshoot and resolve the customer’s incident. Eliminating often iterative issue discovery also lowers frustration for both the support analysts and the end-user. This empowering capability delivers multifaceted value to the organization that includes increased productivity, job satisfaction and customer satisfaction,” says Richard Graves, director of Product Management at ServiceAide, Inc.

“The responsibilities and expectations of today’s support teams go beyond the traditional brick and mortar office,” said Kevin Crow, VP of worldwide channels and alliances, Bomgar. “Companies today have more dispersed workforces and users needing support on multiple device types in various locations. This integration between ServiceAide and Bomgar will be a valuable service desk tool in providing a seamless remote support experience that can increase productivity and efficiency for support teams, customers and users.”

 

About ServiceAide™
Provides Service Management solutions with quick onboarding, low-burden administration and hence deliver a fast time to value and low ongoing cost of ownership. A growing global portfolio of clients benefit from these comprehensive and flexible solutions to deliver excellent customer service and ensure that IT systems meet business objectives. All products are built with the Hyper-SaaS™ architecture that simplifies creating and operating solutions for specific teams, departments and entire organizations; each with custom-tailored service catalogs, approvals and process workflows. For more information, visit www.serviceaide.com.

About Bomgar

Bomgar is the leader in Secure Access solutions that empower businesses. Bomgar’s leading remote support, privileged access management, and identity management solutions help support and security professionals improve productivity and security by enabling secure, controlled connections to any system or device, anywhere in the world. More than 12,000 organizations across 80 countries use Bomgar to deliver superior support services and reduce threats to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Connect with Bomgar at www.bomgar.com, the Bomgar Blog, or on FacebookTwitter and LinkedIn.