New SysAid-Bomgar Integration Improves Support Efficiency, Increases Customer Satisfaction
Support Reps Can Now Launch Full Bomgar Remote Sessions from Incidents Within SysAid Service Desk, Providing Support Across Virtually All Systems and Locations
Tel Aviv, Israel – June 3, 2015 – SysAid Technologies Ltd., a global provider of IT service management (ITSM) solutions, announced today the integration of SysAid’s service desk software and the remote support solution from Bomgar, a leader in secure remote support and access management solutions. The integration allows support reps to launch a full Bomgar remote support session directly from a SysAid incident, enabling technicians to provide support to virtually any system anywhere.
The new SysAid-Bomgar integration can significantly lower IT support costs while expediting resolution and improving customer satisfaction. Thanks to the integration, technicians can provide more cost-effective remote support, launching a secure Bomgar remote support session from a SysAid incident to remotely diagnose and quickly resolve technology problems.
"Licensed Bomgar and SysAid users can now significantly extend their ITSM capabilities with this integration," said Oded Moshe, VP Product at SysAid Technologies. "By using Bomgar and SysAid together, help desk professionals can provide more efficient service and improve customer satisfaction."
"Responsibilities and expectations of today’s help desk go beyond the traditional brick and mortar office with more dispersed workforces and users needing support on multiple device types," said Russ Duffey, VP of business development and strategic alliances, Bomgar. "This integration between SysAid and Bomgar will be a valuable help desk tool to keep support teams, users and customers efficient and productive."
The companies plan to work together to enhance the integration in the coming months, giving end-users an easy way to request a Bomgar remote support session directly from the self-service portal with a single click. In addition to improving the user experience, this new capability will enable Bomgar to log all chat transcripts and full session details, including video records, and add them to a SysAid incident, which will provide a comprehensive audit trail.
To learn more about SysAid Technologies, please visit www.sysaid.com. Find out more about Bomgar by visiting http://www.bomgar.com/products/integrations/sysaid.
This week, Bomgar and SysAid will be showcasing this integration at the annual SITS15 conference in Olympia, London. The Bomgar team will be located at stand 416 and the SysAid team at stand 214.
Bomgar connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,000 organisations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at www.bomgar.com, or on Facebook, Twitter, LinkedIn, and Google+.
Public Relations Specialist, Bomgar Corporation
About SysAid Technologies
SysAid Technologies Ltd. is a leading provider of customer-driven IT Service Management (ITSM) solutions. Available as a cloud-based or on-premise solution, SysAid provides affordable, innovative, and intuitive ITSM software aligned with industry best practices. Founded in 2002 by Israel Lifshitz with a vision to make the lives of SysAdmins around the world easier, and make their IT environments and IT service delivery better—SysAid now serves over 10,000 customers across 140 countries, spanning all industries and sizes, from SMBs to Fortune 500 corporations. SysAid has offices around the globe, and its ITSM solutions are available in 42 languages. For more information, please visit www.sysaid.com.