Supporting customers and users is often a quagmire to administer. The Bomgar B200 tries to mitigate the problems with a dedicated appliance.
Has your organization considered using an appliance for remote desktop support?
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We have the 200 and we love it. Every agent enjoys working with it. It had paid for itself 10 times over. Our customer love the ability we now have and it has truly become an essential tool in our support.
We tried several other options and finally decided this appliance was well worth the cost. We got an ROI quickly and our calls stats improved as well as lower call time.
We tried several other options and finally decided this appliance was well worth the cost. We got an ROI quickly and our calls stats improved as well as lower call time.
We have been using Bomgar for about 2 years, very happily and very successfully. My technicians think it is the cats meow... end users find it very easy and understandable. Over the years, we have used a variety of software based remote support solutions, none compare to what we have with Bomgar. You can't go wrong by going this route in remote support.
The ability to record sessions or to build training movies is just icing on the cake.
About a month ago, we were able to spend some time with the owners and staff of Bomgar. Getting to know them personally made us feel even better about the decisions we made to go this route because they genuinely do care and are a great bunch of people.
We're not going anywhere else.
Respectfully submitted,
Dan Greeley
The ability to record sessions or to build training movies is just icing on the cake.
About a month ago, we were able to spend some time with the owners and staff of Bomgar. Getting to know them personally made us feel even better about the decisions we made to go this route because they genuinely do care and are a great bunch of people.
We're not going anywhere else.
Respectfully submitted,
Dan Greeley
This article is missing a leading competitor and that is NTR Support. I tried all of the products and NTR Support had the most flexibility and bang for the buck. I installed it on a virtual server with everything delivered on a thumb drive. The VM server reader and sql all wrapped up and ready to go. It is also more affordable. I recommend checking out NTR Support before investing in hardware.
We loved the concurrent license structure and have truly had a great relationship with Bomgar.
I created an account just for this reply. NTR is definitely not the best solution for someone looking for remote support solutions. Having evaluated NTR (and several others), NTR far and away was the worst.
My key areas of concern: Support, features, usability
Ultimately we ended up going with Log Me In and have been extremely satisfied. However the low-end Bomgar is on our radar because of the multi-platform admin interface support. (Log Me In Rescue admin only supports Windows)
My key areas of concern: Support, features, usability
Ultimately we ended up going with Log Me In and have been extremely satisfied. However the low-end Bomgar is on our radar because of the multi-platform admin interface support. (Log Me In Rescue admin only supports Windows)
We love it! We have been using the product for over 5 years now. The way I see it, there are a few things to consider when looking into remote support. The cost, the features and functionality, and the after-sale relationship that you have with the vendor. Bomgar makes the grade in all of those categories.
The licensing model makes it so you can start small and grow. They have a virtual appliance as well- so if you want to go that route you can. The cost investment is not too significant and the ROI is found very quickly.
The software has the features and functionality that are logical and work consistently. They provide updates that have meat- not just fixes to issues (which I haven't come across many).
And Bomgar as a company have me wishing that all vendors were like them. They ask for feedback and really care about implementing your ideas. They know about how important relationships are with their customers.
I would purchase all over again if I had to. Our support professionals love it and so do our customers!
The licensing model makes it so you can start small and grow. They have a virtual appliance as well- so if you want to go that route you can. The cost investment is not too significant and the ROI is found very quickly.
The software has the features and functionality that are logical and work consistently. They provide updates that have meat- not just fixes to issues (which I haven't come across many).
And Bomgar as a company have me wishing that all vendors were like them. They ask for feedback and really care about implementing your ideas. They know about how important relationships are with their customers.
I would purchase all over again if I had to. Our support professionals love it and so do our customers!
My company uses several of the other tools mentioned (Go2Assist, built in Windows Remote Assistance, etc.). My question would be about the user experience. Is the end user required to go to a website, and do a challenge/response of some sort, or can you simply select a machine from AD and offer the assistance? Also, does the device only work with a specific IP scheme, or could assistance be offered to a remote worker that may be able to get on the internet but not into the VPN for some reason?
In the interest of full disclosure, I am a Bomgar employee, so forgive me for being a bit biased 
. In answer to your questions:
1. The standard way of initiating a session would be through issue submission or clicking a rep's name on your support portal (this is configurable via the admin interface). Also, if the end-user is on your network or has a Jump Client installed, you can access them any time (the former requires admin rights).
2. No, Bomgar is not specific to a particular IP scheme (in this respect it is like GoToAssist. You could support your CEO if he is on a hotel's wireless network, even if he can't access the VPN.
Basically, you should be able to replace most, if not all of your current remote control tools. And if you have any sort of ticketing system, Bomgar can integrate with it.
Let me know if you have any more questions, and check out our website for more info.
. In answer to your questions:1. The standard way of initiating a session would be through issue submission or clicking a rep's name on your support portal (this is configurable via the admin interface). Also, if the end-user is on your network or has a Jump Client installed, you can access them any time (the former requires admin rights).
2. No, Bomgar is not specific to a particular IP scheme (in this respect it is like GoToAssist. You could support your CEO if he is on a hotel's wireless network, even if he can't access the VPN.
Basically, you should be able to replace most, if not all of your current remote control tools. And if you have any sort of ticketing system, Bomgar can integrate with it.
Let me know if you have any more questions, and check out our website for more info.
RHUB remote support appliance provides similar functions at $600 per concurrent supporter comparing with $3,000 from Bomgar. You may want to take a look at http://www.rhubcom.com.
earned a bachelor's degree from the University of Louisville and completed Sullivan College's Microsoft Engineer program. He holds MCP, MCP+I, MCSE and Network+ certifications. Its good for user
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Another self-hosted solution that does not require an appliance is ScreenConnect. It can be hosted on any windows-based machine. It differs from Bomgar in that it does not require the appliance "box". Depending on the size of the business you are running, ScreenConnect may be a better option than Bomgar. http://www.screenconnect.com/
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