Bomgar, the worldwide leader in secure, enterprise remote support solutions, today announced the very first collaborative remote support representative consoles designed for the iPhone®, Android tablets and Android phones. Bomgar's suite of mobile rep consoles, which also includes the popular iPad® Rep Console, allow support technicians to access, view and fix a remote computer or mobile device directly from their tablet or smartphone. By enabling technicians to provide support from anywhere at any time, support organizations can greatly increase efficiency and flexibility, resulting in faster time-to-resolution and more satisfied customers.
Going far beyond basic remote access apps, Bomgar's mobile rep consoles let technicians handle multiple remote support sessions simultaneously, and collaborate with other in-house and external support reps within the same session. The consoles work in conjunction with the secure Bomgar appliance, which keeps session information behind a company's own firewall instead of passing sensitive data through third-party servers. Using Bomgar, technicians can provide support to virtually any device, without requiring the end-user to have pre-installed software in order to receive support.
"Demands on tech support organizations are greatly increasing-employees and customers expect to receive near instantaneous support no matter where they are or what time they're working," said Troy Harrison, VP of product management at Bomgar. "Some support technicians are turning to consumer-designed remote access apps to provide support while on the go, but most of those tools have limited functionality and open huge security gaps by passing data through a third-party. In addition to increased productivity and flexibility, for enterprises concerned about security, the Bomgar mobile rep consoles give technicians the ability to do their job from their preferred mobile device without putting their company's or customer's data at risk."
Bomgar's suite of mobile rep consoles provides nearly all the functionality of the traditional Bomgar remote support solution, including:
• Starting a remote support session from the mobile device.
• Viewing and sharing screens remotely with the end user.
• Chatting with end users, other reps, and trusted third parties to resolve issues.
• Working on multiple sessions simultaneously.
• Accessing and supporting both attended and unattended devices.
• Keeping all session data and recordings securely saved behind a company's firewall.
The Bomgar mobile rep consoles for the iPhone and Android tablets and phones will be available to all Bomgar customers in January 2012.
Bomgar (bomgar.com) is the worldwide leader in secure, enterprise remote support solutions. The company's award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system - Windows, Mac, Linux, Android, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 6,000 companies across 65 countries have deployed Bomgar's enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, Washington D.C., Paris and London. In 2011, Bomgar was named one of the fastest-growing technology companies in America by Deloitte, and one of America's fastest-growing private companies by Inc. magazine.