PlumChoice Remote Support Services Extended with Bomgar
Bomgar Technology Enhances SAFElink Platform with Remote Service
for a Broader Range of Technology
RIDGELAND, Miss. (Business Wire EON/PRWEB ) November 18, 2008 --
Bomgar
Corporation today announced that PlumChoice, the leading
provider of technical services for broadband service providers,
retailers and e-tailers, and OEMs/ISVs, has extended its SAFElink™
delivery platform for remote technology services with deployment of the
Bomgar Box™. PlumChoice selected Bomgar’s solution because of its
ability to connect to a wide range of device platforms and operating
systems, ranging from Windows, Mac and Linux PCs to Smartphones.
The growing dependence on an increasing number of high-tech products in
home and business environments is creating a need for technology and
service providers to find ways to offer anytime, anywhere remote
support. Bomgar’s multi-platform virtual support software enables remote
access to attended and unattended computers, enabling
PlumChoice to deliver secure, trusted technology services to customers
on a 24x7 basis.
“Consumer technology products are converging inside the home, while
rapidly becoming more advanced and integrated – resulting in a growing
demand for technical services,” said Kurt Scherf, vice president and
principal analyst, Park Associates. “According to our research, total
U.S. consumer spending for home technical support services will reach
nearly $1 billion by 2011 driven by the frustrations end users
experience with the increased complexity of today's digital home
products.”
Using Bomgar’s remote support appliance with the SAFElink platform,
PlumChoice technicians extend their ability to securely connect to
consumer devices via the Internet, regardless of the user’s operating
system, enabling services beyond Windows PCs that include Mac computers
and Windows Mobile Smartphones. Once connected, certified technicians
employ Bomgar’s remote control system to virtually remediate or resolve
issues, while support session details are recorded for quality assurance
purposes. Bomgar also provides advanced resource utilization
functionality, allowing PlumChoice to optimize efficiencies across its
entire technical labor pool, while continuing to deliver its
award-winning high standard of customer support.
“Bomgar’s technology is a key component in extending our SAFElink™
service platform and we have realized immediate benefits in creating new
services and improving technician efficiency, while sustaining our high
level of customer satisfaction and first-time fix rates,” said Rich
Surace, senior vice president of operations, PlumChoice. “Our
technicians now have more powerful tools that helps leverage the
collective expertise available across the entire team. Additionally,
Bomgar’s deep level of customization is a tremendous asset for us when
branding our services to meet individual partner requirements.”
The Bomgar Box is a secure platform for virtualizing support that
enables technicians to be in more places and on more systems than
possible with on-site support. The technology is purpose-built to arm IT
technicians with the online tools to eliminate the frustration of
phone-only tech support. With Bomgar remote
control software, technicians can view the screen and control
the remote desktop to perform root-cause analysis for on-the-spot
troubleshooting to improve first call resolution and customer
satisfaction.
Multimedia Links:
About PlumChoice
Since 2000, PlumChoice has become the nationwide leader in providing
trusted remote technical services for the home, home office and small
business. PlumChoice leads the industry in technical innovation and
integrated services, giving customers affordable solutions to their
technology problems anytime, anywhere. Through its exclusive SAFElink™
Enterprise platform, PlumChoice offers comprehensive, flexible service
options (one-time, per-minute and subscription plans) on personal
computers & laptops, networking devices, software applications,
printers, peripherals, MP3 players, digital cameras, mobile devices/PDAs
and more. PlumChoice is trusted by more Fortune 500 companies than any
other provider. Its team of U.S.-based, 100% industry-certified agents
is available 24/7/365. PlumChoice’s Partner Go-To-Market program helps
business partners come to market rapidly and grow revenue quickly. The
company offers specific integrated programs for Telcos, ISPs,
manufacturers, retailers and e-tailers. PlumChoice services are also
available online and in-store through many broadband service providers,
retailers and e-tailers, and software manufacturers, as well as many
other partners. For more information, visit www.plumchoice.com,
call 1-888-PLUM-HELP (1-888-758-6435) or send email to sales@plumchoice.com.
About Bomgar
Bomgar
Corporation specializes in appliance-based software for
virtual support. 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 support by virtually 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 10
fastest-growing software companies in America ranked by the 2008 Inc.
500.
See the original story at: http://eon.businesswire.com/releases/remote_support/support_services/prweb1634744.htm
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