April 16, 2013 -
Colorado Springs, Colo. –
Cherwell Software, one of the fastest-growing ITSM software providers, and Bomgar, a worldwide leader of secure remote support solutions, today announced a
Bomgar remote support and chat integration with Cherwell Service Management. The integration, will be included in the Cherwell Service Management 4.6
release, available this summer.
Vance Brown, Cherwell CEO, sees this integration as a logical progression in helping Cherwell customers create better experiences for their own customers.
“We’re certain that integrating Bomgar’s chat and remote support capabilities will help Cherwell
customers resolve issues more quickly and will dramatically improve the quality of service desk support.”
Cherwell Service Management users can seamlessly harness the full power of the Bomgar platform and initiate secure remote support and chat sessions from
any of the Cherwell Service Management clients, with full capture of chat transcripts, and any action performed, such as file transfers, along with a video
recording of the entire remote support session. This rich history can be easily configured to link to any module, such as Incident, Service Request, other
out-of-the-box management processes, or any custom module. IT departments can choose what integrations point(s) they desire to use for the Bomgar
The integration enables end-users and service desk technicians to initiate Bomgar remote support sessions with one click from anywhere in the Cherwell
self-service portal or rich client. Help desk / service desk technicians can provide secure, web-based chat and remote support for any server, computer,
tablet, or Apple, Android, and BlackBerry mobile device, in real time — no matter where it’s located or what operating system the customer is using. Once
the session is completed, the session history and any related items, such as chat transcripts, file transfers or a link to a session recording, are saved.
"By integrating Bomgar’s remote access and chat features, Cherwell users can diagnose and resolve issues at a much faster rate, greatly improving support
performance and the customer experience," said Russ Duffey, VP of business development and strategic alliances, Bomgar. "Like Bomgar, Cherwell Service
Management is extremely flexible and easy to configure, allowing customers to quickly get up and running and realize benefits from the combined solution.”
The integration will be presented at HDI 2013, where both Cherwell Software and Bomgar will be
exhibiting. The event is held at Mandalay Bay in Las Vegas, Nev. from April 16–19, 2013.
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products
help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world
— including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly
improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and
London. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com.