Access is Power. Bomgar keeps it Secure.
Connections are powerful. Every day, you rely on connections between people and technology to enable operations, support customers, and drive performance. When connections are efficient and effective, people are empowered and productive. But when the power of those connections is compromised, business grinds to a halt…or worse.
Bomgar’s Secure Access solutions allow you to unleash the power of access because your connections are secure.
Capabilities of Bomgar Remote Support Software
With Bomgar, you’ll replace legacy remote access tools with a complete solution designed for the needs of security-conscious support organizations. Bomgar enables support representatives to access, diagnose, control and fix remote computers and mobile devices. Some highlighted features are shown below.
The core of remote support is seeing and controlling the remote computer. With Bomgar Remote Support, you can see your customer’s screen and fully interact with the remote desktop. Request remote control of multiple computers, view attached monitors, and use advanced screen sharing tools.
Use Annotations to Enhance Screen Sharing
Sometimes talking end-users through a training or support process can be too limiting. Plus, when you show someone how to do something rather than do it for them, you reduce repeat help requests. If you’re in a view-only mode without remote control, just being able to chat with the end-user may not cut it. That’s why Bomgar lets you enhance screen sharing sessions with annotations.
Secure File Transfer for Remote Support
Many support incidents require you to transfer files between computers. You often find yourself replacing bad files (corrupt, outdated, malware) with good ones. But neither email nor FTP can guarantee file transfer security. And using software-as-a-service remote support vendors or file-sharing services means you’re sending files through a third-party server, potentially coming in conflict with industry regulations. Bomgar’s appliance-based remote support software gives you the secure file transfer capabilities you need.
Bomgar’s appliance-based remote support software gives you secure file transfer. Each file you transfer is routed through the award-winning Bomgar Appliance, secured with 256-AES SSL encryption. So you can rest assured that file transfers are protected from outside threats. And since Bomgar is a secure, on-premise appliance, all data stays internal to your company.
Remote Desktop App for Android, iPad, and iPhone
Bomgar is the first remote support software vendor to enable secure remote control from mobile devices.
Bomgar’s mobile representative consoles for iOS and Android devices increase efficiency by allowing support technicians to stay productive while mobile, delivering remote support anytime and from any place.
A technician can control remote desktops and servers with a toolkit similar to the desktop version of the Bomgar representative console.
Presentations and Screen Sharing for IT Training
Train remote users through a streamlined interface. Your support organization does more than just fix problems. Sometimes you need to train end-users on correct usage. As a support function, training can help reduce call volume and improve end-user productivity.
With Bomgar’s presentation feature you can perform one-on-one training, give one-to-many demonstrations and offer in-depth remote support from one solution, even from the same interface. A presentation-only interface gives you a simple, intuitive way to conduct remote IT training. Simply select either full screen sharing or application sharing, then start your training session.
Chat or Share Computer Control During Presentations
During an online presentation, a sidebar appears to help you collaborate with attendees.
Invitation Includes Presentation URL and Audio Conference Details
The Invitation section lets you name your presentation and add audio conference details. Audio conference details are retained from one presentation to the next and are logged in the Chat transcript. The invitation section also includes the presentation’s Access Key and URL. This information is included in the email invitation you send to attendees. And while presentations can be private, you can also display a list of presentations on your support portal.
Collaborate with Remote Attendees
The Attendees section lists all the attendees who have joined your presentation. You can share control of your mouse and keyboard with an attendee. If you’ve just performed a demonstration of a software application or user interface, shared computer control is a good way to verify an attendee’s level of understanding. Also, you can manually remove attendees from your presentation at any time.
Chat Privately or with All Attendees
During a presentation, attendees can chat privately with the presenter or chat with everyone attending the IT training session. Chat is also available with other Bomgar session types. So whether you’re co-browsing a website, screen sharing with full remote control access or troubleshooting an iPad, BlackBerry or Android device, you can chat with customers.
Collaborate to Resolve Support Incidents Faster
Efficient support depends on matching incoming support requests with the right resources. However, putting seasoned staff in first tier – or sending them on site – can monopolize their time and eat up productivity.
Bomgar makes it possible for your support organization to define escalation paths to skilled resources in a cost-effective manner. With Bomgar, skilled staff can engage with critical support requests instantly and remotely. This allows you to respond to customers with the right resources on the first call.
Share or Transfer Remote Support Sessions
Bomgar lets technicians collaborate to resolve incidents. Multiple members of your team can swarm around critical issues to resolve them quickly. Reps can also transfer a support session to another representative or team.
Rep-to-Rep Screen Sharing
Not only can you share support sessions between reps, you can also share screens without starting a full presentation. We know Bomgar isn’t the only tool your support organization uses. Fortunately, if one rep needs help updating a ticket, modifying a CRM record, or understanding a knowledgebase article, he can share his screen and control of his computer with another rep. Rep-to-rep screen sharing works without starting a Bomgar session. You can even report on rep-to-rep screen sharing to maintain compliance.
Collaborate with Outside Experts or Vendors
Not only can you collaborate with other members of your support organization, you can collaborate with external experts and vendors, too … even if they’ve never used Bomgar!
Anyone can be brought in to collaborate on a remote support session. Bomgar’s patent-pending Rep Invite borders makes it possible to invite a third-party representative to have one-time, limited access to a shared session. The invited rep is given a link to install the Bomgar Representative Console and join the session.
Bomgar even makes it easy to bring vendors in for support requests. Embassy, a patent-pending borders for secure vendor access, allows administrators to create an Embassy for each and every vendor relationship then control granularly what each vendor can or cannot access. Reports and Session Recording give your support organization complete visibility into these collaborative sessions.
Force Escalation from One Rep or Team to Another
Bomgar’s Administrative Dashboard not only lets team managers and leads oversee the support activities within their teams, it also enables them to monitor the current sessions of managed team members and take over or transfer sessions when necessary. The dashboard increases support session management and accountability.