Bomgar 12.1 Expands Enterprise Support Mobility, Security, and Productivity
JACKSON, MS - January 10, 2012 - Bomgar, the worldwide leader in secure, enterprise remote support solutions, today announced the latest release of its award-winning remote support software, Bomgar 12.1.
The new version expands technicians’ ability to offer support both to and from mobile devices, for improved handling and utilization of today’s sophisticated smartphones and tablets. It also provides advanced smart card-based security controls, and greatly improves enterprise support productivity by allowing remote control of Intel® CoreTM vProTM powered devices below the operating system.
The new release marks the availability of the Bomgar iOS Customer Client and Bomgar’s three new Mobile Representative Consoles for the iPhone and Android smartphones and tablets. The iOS Customer Client gives technicians the most capabilities for remotely diagnosing and fixing iPhones and iPads, including chatting with end-users, viewing end-user screenshots, and co-browsing websites. For technicians that wish to work from mobile devices themselves, Bomgar has built upon the success of its iPad Rep Console and expanded its suite of Mobile Rep Consoles to include applications for the iPhone and Android smartphones and tablets. These consoles equip technicians with the advanced remote support capabilities of the Bomgar solution from the convenience of their mobile device. Bomgar 12.1 also adds the Bomgar Admin Dashboard feature to the original iPad Rep Console, allowing managers to regularly check-in on team performance from their iPad.
Bomgar 12.1 takes security to another level with the introduction of smart card support. A support technician can now use a smart card for authentication when performing administrative tasks on remote user’s systems. This multi-factor authentication allows security-conscious organizations and governmental agencies to meet stringent requirements around who can access which devices.
SAFLOK, provider of innovative lines of electronic hotel locks and systems, is a security-conscious organization that puts their trust in the Bomgar solution to securely perform remote maintenance and troubleshoot malfunctioning devices. “Bomgar is a solid product that provides above and beyond the rest of the competitors,” said Kevin Berry, IT administrator of SAFLOK, and Bomgar 12.1 early adopter. “We have found unprecedented value in knowing that our sessions are protected and hosted within our own facilities, which gives us greater control on security. Bomgar is the way for us to ensure that we provide a fast, easy, and secure resolution to any technology problems that we come up against.”
The new release greatly increases enterprise support productivity, with Intel vPro Support, which lets support technicians control, troubleshoot, and fix Intel vPro Technology-powered devices below the operating system level. Using Bomgar’s Intel vPro support, companies can further reduce the costs associated with on-site visits and returns of computers and devices with critical system failures.
“Being able to access a malfunctioning device below the operating system will be of great value to support desk technicians,” said Rob Brothers, director of hardware and software support services at IDC. “In a typical situation when operating systems fail, the technician has to do a desk-side visit or have the user send in the broken device. Adding this feature to Bomgar’s solution set will help increase the productivity of the helpdesk, which in turn can help enterprises save operational costs and provide better availability for end-users.”
Finally, Bomgar 12.1 is packed with many additional features to enhance support mobility, security, and productivity including Streamlined Session Start, which presents end-users with a step-by-step instruction page for starting a session; and Elevated Access, which allows technicians to perform administrative tasks without requiring the end-user to log out.
“Our new release was designed with security-conscious, mobile enterprises in mind,” said Nathan McNeill, co-founder and chief strategy officer at Bomgar. “Every day, our customers are challenged to support an exploding number of devices, especially smartphones and tablets, while maintaining the highest levels of security and compliance. Bomgar’s unique on-premise design enables them to remotely support nearly any device, running any operating system, in any location while keeping all of the data behind their own firewalls and security policies.”
Bomgar 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.