Bomgar, the secure remote support solution for the mobile enterprise, today announced that B Virtual has selected its secure and comprehensive remote support solution to provide world-class technical support to the growing number of home-based employees and online education programs. Founded in 2008, B Virtual provides outsourced support products and services to three distinct market segments: traditional technical IT support, support for online learning management systems (LMS) used by educational institutions offering online programs of study, and proctoring services for online exams.
Already familiar with Bomgar, B Virtual's chief operating officer, Tim Dewey, was approached by an LMS client about proctoring exams that students were taking online. "Students who take courses online usually don't live anywhere near the institution putting on the program," said Dewey. "When the end of the semester arrives and it's time for students to take exams, the school needed a way to ensure the integrity of the exam session, just as a proctor would do by monitoring a live exam on campus."
Dewey knew from the start that Bomgar was the right solution to support online proctoring,"because of its capabilities. I knew everything the solution could do." To ensure the integrity of the exam session, B Virtual's proctors watch the student on a webcam and need complete access to the student's computer to ensure that the student does not have unauthorized applications running, multiple monitors open or someone else taking the test remotely. "There are a number of Bomgar features we use to get connected and monitor the student's machine. At the end of the day, what we can accomplish with Bomgar is the differentiation point for us. All of the t's have to be crossed and all of the i's have to be dotted from the institution's perspective to make this an authentic, proctored environment. Bomgar makes that possible," stated Dewey.
One Bomgar feature that B Virtual uses extensively is canned messaging. With this feature, the B Virtual proctors can send prewritten consent forms and exam instructions to the students via Bomgar's chat tool. Dewey explains that having the instructions prewritten saves time and improves accuracy. Bomgar's recording capabilities also support B Virtual's ability to ensure exam integrity. "We are able to see the student's desktop and everything they are doing, so we can prevent unauthorized activities, such as a student taking a screenshot to record some of the exam questions," said Dewey.
"The need to support 'non-traditional' students is a rising trend among higher education organizations," said Scott Braynard, VP of public sector at Bomgar. "Having the ability to provide remote support to all students, whether they are on campus or studying remotely as part of an online program, increases productivity and success of both students and IT support teams."
Bomgar supports B Virtual's other two business segments as well. For traditional IT support and LMS clients, B Virtual is able to expand resources available to support technicians. "The client may have five or six employees in their call center. We make it possible for them to have eight or nine technicians supporting users without having to bring them in-house."
With its unique approach and leading-edge offerings, B Virtual needed a remote support solution that was as innovative and flexible as its business model to deliver the highest-quality technical and online proctoring services to its client organizations. For Dewey, Bomgar's feature-rich and flexible solution was at the head of the class.
For a full case study about B Virtual's use of Bomgar, please visit bomgar.com/customers.
About B Virtual, Inc.
B Virtual, Inc. (bvirtualinc.com) is a global leader in remote workforce innovation. Part of the B Wyze Group, B Virtual works with institutions to custom create online exam proctoring solutions and technical support services. The key to B Virtual's success is its dedication to building partnerships. These include partnerships with higher education association UPCEA (University Professional and Continuing Education Association) and technical firm Bomgar. Organizations around the world trust B Virtual to handle the delivery and live proctoring of online exams and provide world-class LMS and technical support 24 hours a day, 7 days a week.
Bomgar (bomgar.com) 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. You can find Bomgar on the web, or on Facebook, Twitter, LinkedIn and Google+.