Bomgar, the worldwide leader in secure, appliance-based remote support solutions, today introduced the very first collaborative remote support representative console designed for the iPad®. The new Bomgar iPad Representative (Rep) Console allows IT support technicians to access, view and fix a remote computer or mobile device directly from their iPad or iPad 2, enabling them to provide the right support at the right time no matter where they’re located.
Taking a big step forward from basic remote access apps, the Bomgar iPad Rep Console lets support technicians work on multiple remote support sessions at once, plus invite other in-house and external support reps to simultaneously collaborate on the same session. It also doesn’t require the person being supported to have pre-installed software on their device or be part of a pre-defined “buddy list” to receive support. Technicians can provide support to anyone in virtually any location using their iPad. Finally, the iPad Rep Console works in conjunction with the Bomgar appliance, making it the only iPad remote support solution that doesn’t pass session information through a third-party server, keeping sensitive data safe and sound behind a company’s firewall.
“Just like the customers and employees they’re helping, IT support technicians are becoming increasingly mobile, and they need the ability to provide around the clock support even when off-site,” said Nathan McNeill, co-founder and VP of product strategy at Bomgar. “Right now, many of these technicians are downloading consumer-focused remote access apps to perform support, but these products have limited functionality and can be huge security risks. Enterprises under strict compliance regulations can’t afford to have session recordings and system data passing through a third-party server, especially if the rep is using a personal remote access app that isn’t company-approved. With the Bomgar iPad Rep Console, we’re giving support technicians the flexibility and mobility they need, plus the security assurances their companies require.”
With the Bomgar iPad Rep Console, IT support technicians have nearly the same functionality as when they’re providing remote support from a desktop or laptop, including:
• Remotely viewing a customer’s or employee’s screen and controlling their mouse and keyboard;
• Chatting with end-users and other reps within the session;
• Initiating a remote support session from the iPad without requiring the end-user to have pre-installed software or be on a pre-defined user list;
• Simultaneously working on multiple sessions, and inviting both internal and external reps into a session to collaborate and fix the problem;
• Accessing and support unattended devices via Bomgar’s Jump technology.
The iPad Rep Console is the latest step in Bomgar’s path to improve support to and from mobile devices. Bomgar offers features for supporting a wide range of mobile devices, including comprehensive remote support and control capabilities for BlackBerry® and Windows Mobile smartphones, and configuration profile distribution for the iPhone® and iPad. Bomgar has also developed remote support capabilities for the Android™ platform, which are currently available to wireless carriers and device manufacturers.
The Bomgar iPad Rep Console will be available to all Bomgar customers in summer 2011. For more information and to watch a video demo, please visit: bomgar.com/iPadRepConsole.
Bomgar (bomgar.com) is the worldwide leader in secure, appliance-based 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, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 5,500 companies around the world 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, San Francisco, Washington D.C., Paris and London. In 2010, Bomgar was named one of the fastest-growing technology companies in America by Deloitte.