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Open Source Cloud Authors: Pat Romanski, Carmen Gonzalez, Tad Anderson, Elizabeth White, Liz McMillan

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Bomgar 12.3 Remote Support Solution Improves Support Collaboration and Efficiency

Bomgar, a leading provider of secure remote support solutions, today released the latest version of its software, Bomgar 12.3. Bomgar allows support organizations to access and fix nearly any system or device, located anywhere in the world—from remote desktops and laptops, to servers and switches, and smartphones and tablets. Bomgar 12.3 introduces expanded features for collaboration and optimizing support processes, enabling support organizations to rapidly deliver secure and effective remote support to employees and customers, while increasing productivity and efficiency.

The new release takes tech support collaboration to a new level with:

  • Collaborative Browser Sharing – Bomgar now offers support representatives view-only access to the end-user’s browser, enabling them to assist with web applications without having full access to the end-user’s computer. When coupled with 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, but don’t need full access to the end-user’s system.
  • Intelligent Collaboration – Bomgar has always allowed frontline reps to invite an internal or external expert into a remote support session to jointly fix an issue, but the rep needed to know and select a specific expert or team. With Intelligent Collaboration, the frontline rep simply broadcasts a request for help, and Bomgar automatically routes it to the next available rep that has the skills that are required for that particular issue.

“The traditional ‘hot potato’ escalation path for support issues no longer works for today’s fast-paced companies who depend upon a wide array of technology,” said Troy Harrison, VP of product management at Bomgar. “With Bomgar 12.3, we’re making it easier for support organizations to jump on and swarm around issues, so they can get their employees and customers back up and running as quickly as possible.”

“Bomgar has been one of the best tools I have purchased for my business. With each upgrade there have been great new features added. Everything always feels like it is moving forwards and not backwards,” said Albert Feinbach, CEO of The PC Rehab, a beta tester of Bomgar 12.3.

Bomgar has long offered the most secure, feature-rich remote support solution for both administrators and support representatives. Bomgar 12.3 provides even more options for configuring and using the solution, including:

  • Custom Special Actions – Lets administrators make the most commonly used tasks quickly accessible to support reps by customizing the list of available Special Actions within the Bomgar Rep Console.
  • Embedded Bomgar Button – Enables IT organizations to embed a Bomgar button directly into applications, making it easy for end-users to request immediate support directly from the application they’re using.
  • Rep Login Schedule – Allows administrators to restrict when reps can start using the Rep Console and, optionally, when reps are logged out of the Rep Console at the end of a shift.
  • Support for Virtualized Environments – Bomgar is extending its platform support by certifying virtual desktop environments for both end-users and representatives, specifically Citrix XenDesktop 5+ and VMware View 5+.

James Szarka, chief technical officer at ebackup Inc., and also a 12.3 beta tester noted, “The product is rock solid. We use Bomgar every single day to solve problems and educate customers. Without Bomgar we would be completely lost.”

For more information, please visit: www.bomgar.com/12-3.

About Bomgar

Bomgar 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 at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google±.

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