Virtualization Technology News and Information
First desktops and servers - why not virtualize your actual IT department?

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
Published Thursday, August 21, 2008 5:58 AM by David Marshall
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