Bomgar Announces New Remote Support Appliance for the Enterprise

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Call Centers Serving Thousands Worldwide will Gain Rapid Resolution of IT Support Issues

Bomgar B400

Bomgar Corporation, a leading provider of remote control tech support software, today added the B400 Remote Support Appliance to its portfolio. The product is specially designed for large IT call centers, like those at Fiserv and CSC, where thousands of support technicians require remote access to systems for timely and efficient problem resolution. With Bomgar, support reps can remotely troubleshoot a wide array of support issues – including software application or hardware configuration problems, smartphone usability issues and malfunctions on back-end switches and routers.

The B400 runs Bomgar’s award-winning remote desktop control software, which enables technicians to access remote desktops, servers and smartphones for support, regardless of operating system, location or language. Bomgar’s unique appliance-based delivery model offers IT call centers and support organizations a unified platform to address remote support issues. Enterprises can securely provide support to a dispersed end user base, overcoming the geographic barriers that can be an obstacle to efficient problem resolution.

This was a key capability when CSC deployed Bomgar’s B300 appliances: “In some cases, our clients aren’t sitting behind a desk somewhere. They’re using a satellite link to resolve an issue out in the field – often in a place where IT support is critical to their safety or mission,” said Luc Poirier, Manager of Global Desktop Systems Management Engineering at CSC. “Implementation of Bomgar was straightforward compared to other solutions we've used. When you've got 5,000-plus support reps in different countries, a unified remote support toolset is extremely powerful.”

With the new B400 appliance, large call centers with thousands of support reps can provide tech support to its customers or remote employees at one time. The B400 also improves support capacity for unattended systems. IT service organizations can deploy Bomgar on up to 6,000 managed remote desktops and initiate secure remote support sessions as needed to gain control of unattended systems for real-time technical troubleshooting. Bomgar works on Windows, Mac and Linux computers and servers. It also provides remote control of BlackBerry and Windows Mobile Smartphones as well as SSH and Telnet-enabled devices.

The Bomgar B400 integrates with LDAP, RADIUS and Kerberos, allowing support organizations to manage user access in a centralized, automated fashion. It produces a detailed support audit trail of activity, including videos of remote support sessions to help large IT call centers simplify administration as well as better meet compliance and security policies.

About Bomgar Corporation
Bomgar Corporation specializes in appliance-based remote support software. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize remote support by accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the fastest-growing software companies in America ranked by the 2009 Inc. 500.


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Justin Brock
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