Bomgar Expands Virtual Help Desk Reach with RightAnswers Partnership

Using Virtual Support with Knowledge Base Technology Helps IT
Optimize Support and Automate Critical Help Desk Functions
RIDGELAND, Miss.--(Business Wire)--
Bomgar Corporation, the leading provider of appliance-based
virtual support software, has entered into a strategic alliance with
RightAnswers Inc., a leading provider of self-service and support
analyst knowledge solutions for IT help desks. The two companies will
sell its complementary technologies to demonstrate the significant
benefits that can be gained from integrating knowledge base (KB)
systems into a virtual help desk environment. IT organizations can
drastically improve support efficiencies and first call resolution by
utilizing the collective data that result from the integrated solution
to better address root cause analysis - a key step in solving the
incident resolution gap.

A major role of IT help desks, whether supporting internal
employees or external customers, is to solve technical issues.
Meaning, technicians rely on access to critical support details to
work through root cause analysis to find a problem fix. However,
problem resolution is an arduous process. For IT to be more productive
in problem solving, Bomgar's virtual help desk software can work with
RightAnswers' KB solutions to provide IT an accurate snapshot of
support activity: previous fixes, type of support tool used,
reoccurring or isolated issue, etc. This information is used to find
root cause more quickly and allow help desks to better support
escalating technical support issues.

"Organizations that capture a detailed record of support
activities typically see faster issue resolution and higher
productivity for support engineers," said John Ragsdale, Vice
President of Research, Support and Service Professionals Association
(SSPA). "Root cause analysis requires an understanding of trends over
time, and best practice virtual support and knowledge management
technologies enable support organizations to automatically track the
necessary data and leverage it to find the source of the problem."

With Bomgar's open API and Software Development Kit, virtual
support technology can be easily integrated with other applications
such as the Unified Knowledge Suite of RightAnswers. This enables IT
help desks to centralize their resources, while arming them with the
details to assign an accurate support solution when technical issues
arise.

"The ability to virtually connect to the troubled end user's
system is a natural extension of the Knowledgebase for both Self
Service and Assisted Service Desk environments," comments Simon
Yelsky, VP Product Management, RightAnswers. "Bomgar is the best of
breed for virtual support and this partnership is one of tremendous
value to our existing and prospective Service Desk customers."

About Bomgar

Based in Ridgeland, Miss., Bomgar Corporation specializes in
appliance-based solutions for remote control support. Bomgar allows
companies to connect to remote clients and co-workers via the Internet
anywhere in the world, in less than 10 seconds. The company is the
only pure-play provider in the industry offering an appliance-based
solution, providing companies with an unparalleled level of security
and the ability to scale efficiently. Backed by venture capital,
Bomgar has grown steadily since its inception in 2003, securing over
4,000 customers in all 50 states in the US and 48 countries, in
addition to resellers in Canada, South Africa, Japan, and the U.K.

About RightAnswers

RightAnswers delivers the high-impact content, technology
solutions and value-added services to enable internal Help Desk
organizations to improve the end-user support experience, increase
support capacity and reduce overall support costs. With over 2.5
million licensed users in enterprise, higher education institutions
and government agencies, RightAnswers enables quick problem resolution
for both self-service end users and support analysts. For more
information, please visit www.rightanswers.com.

Bomgar Corporation
Melissa Dent, 601-519-0139
Vice President of Marketing Communications
mdent@bomgar.com
or
Lois Paul & Partners
Jennifer Lake, 512-638-5313
jennifer_lake@lpp.com

Copyright Business Wire 2008