Bomgar 12.3 - the latest product release from Bomgar - introduces a new Bomgar session type, enhanced collaboration capabilities and additional features for optimizing the support process. Organizations using Bomgar 12.3 can rapidly deliver the most secure and effective remote support to their employees and customers, while increasing representative productivity and efficiency. Visit the release notes documentation for all the 12.3 technical guides.
Jump Clients give you access to remote desktops, laptops and servers. Bomgar 12.3 includes improved scalability for Active Jump Clients on Bomgar's B300, B400 and Virtual Appliances. Active Jump Clients are needed if you do not control the remote network [e.g., customers' desktops] or if the remote network is unknown [e.g., laptops].
*Depends on virtual infrastructure.
With Collaborative Browser Sharing, support representatives have view-only access to the remote browser, enabling them to assist with web applications without having full access to the end-user's computer.
Especially when coupled with other Bomgar features - such as annotations and chat - this new, browser-only session type is ideal for those who provide support for customer web portals or applications.
Intelligent Collaboration improves the ability for support organizations to work together and swarm around an issue, speeding time to resolution and increasing customer satisfaction. Now a frontline rep who needs assistance from one or more experts during a remote support session can broadcast a request for help with no other prior knowledge than the issue he/she is experiencing.
Previously, support representatives had to know the team and availability of a specific rep before inviting them into a session. Now, they simply create a request and Bomgar, using administrator-defined rules, intelligently routes the request to the least busy rep, and optionally finds the expert with the skills best suited to resolve the issue.
Download: WHITEPAPER: Support Swarming.pdf
Embed a Bomgar Button within applications deployed throughout your organization, making it easy for end-users to request immediate support directly from the application they’re using. Whether added to a home-grown or off-the-shelf application, the Embedded Bomgar Button streamlines support requests, improving end-user satisfaction.
Bomgar's Special Actions menu allows a support rep to access commonly used commands and menu items quickly. In Bomgar 12.3, administrators can create custom special actions for tasks specific to your environment, streamlining the effort for your team to complete repetitive tasks.
Administrators can control the times representatives can be logged into the representative console through group policies, user settings, or Embassies. Multiple time windows can be configured and can be set for any time zone, ensuring reps are only using Bomgar during work hours, and concurrent licenses are being used efficiently.
Support for Virtualized Environments: Bomgar is extending its platform support by certifying both the Representative Console and the Customer Client on Citrix XenDesktop 5+ and VMware View 5+.
Enhanced UAC handling: An additional site wide setting has been added that will force prompting of elevation for ad-hoc sessions. Also enhancements to the messaging reps receive when UAC in encountered on the end system.
Extractable Representative Console: Download a mass-deployable representative console to distribute to representatives prior to or in parallel with upgrading the Bomgar Appliance.