Bomgar and Dell KACE Expand Partnership and Service Desk Solution Integration
Bomgar Introduces Enhanced Remote Support Integration for the Dell KACE Appliance
November 15, 2011JACKSON, MS - November 15, 2011 - Bomgar, the worldwide leader in secure, enterprise remote support solutions, today announced its new and expanded integration with Dell KACETM, the leading provider of systems management appliances. By integrating Bomgar, support and IT organizations using the Dell KACE K1000 Management Appliance can improve service levels, centralize support processes and strengthen compliance. The new integration will allow support technicians to launch a secure, Bomgar remote support session directly from the Dell KACE Service Desk and Inventory interfaces to immediately begin remotely diagnosing and solving customer problems.
In addition to improved support capabilities for service desk technicians, the Bomgar integration also gives end-users the ability to request immediate support directly from their service desk ticket confirmation email. "Allowing end-users to easily request support at the exact time they need it plays a key role in the success of the service desk," said Boatner Blankenstein, director of solutions engineering at Bomgar. "Plus, automatically linking the detailed work logs and real-time system information from the Bomgar support session to the associated service desk ticket results in a complete and reliable audit trail for each incident."
Combining the market-leading support solutions from Dell KACE and Bomgar enables IT organizations to improve productivity while also reducing costs. The enhanced integration capabilities include:
- Ability for end-users to start a chat or a remote support session by clicking a link in the service desk ticket confirmation email.
- Automatic routing of incoming Bomgar support requests to the next available technician.
- Accessing associated service desk tickets directly from the Bomgar Representative Console.
- Sending remote support invitations to end-users directly from the service desk ticket.
- Automatically updating tickets with details from the Bomgar remote support session.
For more information, please visit: www.bomgar.com/partners.aspx.
About Dell
Dell (NASDAQ: DELL) creates, enhances and integrates technology and services customers count on to provide them reliable, long-term value. Dell provides systems management solutions for customers of all sizes and system complexity. The award-winning Dell KACE family of appliances delivers easy-to-use, comprehensive, and affordable systems management capabilities. For more information, visit or follow the conversation at http://twitter.com/DellKACE.
About Bomgar
Bomgar is the worldwide leader in secure, enterprise remote support solutions. The company's award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system - Windows, Mac, Linux, Android, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 6,000 companies across 65 countries have deployed Bomgar's enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, Washington D.C., Paris and London. In 2011, Bomgar was named one of the fastest-growing technology companies in America by Deloitte, and one of America's fastest-growing private companies by Inc. magazine.