Remote Access Enhances Tech Support

Bomgar has announced the latest version of its software, Bomgar 13.1. The Bomgar remote support solution allows technology support professionals 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 13.1 introduces many enhancements and expanded capabilities, making it even easier for representatives to provide tech support.

Bomgar 13.1 includes brand new capabilities for its presentation tool, making it simple for Bomgar users to conduct training meetings and share knowledge with other team members or end-users. Presenters can now include more attendees and attendees can now more easily join presentations using a Flash-based interface, eliminating the need to install or download anything to view a presentation. The new release also includes user interface enhancements to the Bomgar Rep Console that better address workflows and team scalability. A new home tab with an integrated dashboard improves visibility across all support sessions, and updates to icons and screen layouts throughout the interface provide a smooth and intuitive user experience.

“Our whole tech team agrees that the enhancements to the rep console are our favorite thing about 13.1,” said Barry Kready, owner of BK Business Solutions and Bomgar 13.1 early adopter. “Specifically, we really like the new Start Screen Sharing button. It’s very slick!”

Bomgar 13.1 also marks the availability of Embedded Remote App Support for Android and iOS apps. Delivered in a software development kit (SDK), application developers can embed this capability in any of their Apple iOS or Android apps. Once Embedded Remote App support has been included by the app developer, customers and employees can request remote support directly from an Android or iOS app, reducing the need for phone support and other less efficient methods of troubleshooting.

“The Bomgar remote support solution greatly increases the efficiency of support reps, while improving the notoriously frustrating tech support experience for end-users,” said Troy Harrison, VP of product management, Bomgar. “By streamlining the user interface, allowing reps to better collaborate and train through presentations, and expanding smartphone and tablet support in Bomgar 13.1, we’re making it even easier for tech support organisations to quickly resolve issues and improve customer satisfaction.”

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David Dungay

Editor - Comms Business Magazine
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