Bomgar (News - Alert), a company that is engaged in development of solutions help the tech support community improve support to the users through support virtualization, reportedly will introduce new remote control software that will bring flexible, low-cost customer support despite fluctuating traffic conditions.

 

The licensing model of many Software-as-a-Service applications forces companies to purchase enough licenses to handle peak loads. However, when traffic is normal or light, licenses can sit there unused while still being paid for. The licensing model of Bomgar’s remote control software is designed to offer companies the flexibility to operate the help desk in a cost-efficient manner regardless of fluctuating traffic.

 

Normally, the usual remote control software SaaS (News - Alert) applications feature a licensing model that is based on how many seats or operators deploy the solution. That proves to be cost-efficient to the companies when all reps are on the phone with customers virtually all the time and the virtual support environment is quite active.

 

But companies with relatively less consistent traffic equipped with several part-time reps, or getting their IT staff providing customer support during peak loads, a number of licenses get paid for, although they are not used quite often.

 

The remote control software by Bomgar adopts a licensing model that depends upon the number of representatives simultaneously deploying, instead of fixed prices per seat. Hence, companies manage to save costs as they don’t need to purchase a license for each and every support rep. During a cost comparison analysis, savings added up every year if the number of licenses is constant. According to Bomgar, within a period of five years, approximately that adds up to two-third of a single seat’s license cost according to per seat licensing model.

 

Bomgar says it uses a new concept named support virtualization to attain this licensing model, which helps the companies respond faster, distribute specialists more evenly, increase the productivity of current staff, and resolve incidents more cost-effectively, which removes the geographical and technological barriers between the customers and support staff to make the support more enhanced, efficient and secure.