Bomgar 12.2 Improves Remote Support Security and Support Desk Productivity

Bomgar, a leading provider of secure remote support solutions, today released the latest version of its software, Bomgar 12.2. 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 12.2 introduces market-leading security and productivity enhancements that enable support organizations to provide an exceptional end-user experience while reducing costs and keeping their systems and data secure.

The new release takes tech support productivity to another level with:

• Skills-Based Routing – Automatically routes remote support sessions to the best-equipped representative based on their skillset, reducing transfers and escalations and resulting in improved first contact resolution (FCR) and higher customer satisfaction scores.
• Annotations – Allows support reps to “mark up” the screen and highlight information during a screen-sharing session to better explain an issue to an end-user or colleague, reducing customer call-backs and enhancing training.
• In-Queue Notifications – Gives support organizations the ability to notify end-users of broadly impacting IT outages, as well as support session status, such as position in queue and estimated wait time, to better set customer expectations.

“The new in-queue notifications are invaluable,” said Kyle Edgeworth, network administrator at Honeyville Grain Inc., and Bomgar Early Adopter. “They will help support staff respond more quickly to the customer, as well as more rapidly communicate any ongoing situations.”

“The screen sharing performance improvements and the new annotation tools are extremely helpful,” said Chris Tidball, information technology manager with InVision Human Services, a nonprofit organization which provides customized supports to individuals with challenging disabilities, and also a Bomgar Early Adopter. “They help our IT department respond to employees’ needs quickly and efficiently.”

While essential for service desk productivity and efficiency, many remote support solutions don’t provide the safeguards required to meet today’s security standards. According to Gartner, “Remote control tools have been the vehicle for some of the most well-publicized security breaches over the last ten years. Meanwhile, the threat landscape has changed. Today, the most dangerous and damaging cyber-attacks are targeted at specific victims that grant attackers privileged access to data. Organizations can expose their networks to malicious code and targeted attacks if proper security measures are not in place. Remote support tools can also be used to facilitate insider attacks as the products grant help desk technicians with full system access and control.”⁽¹⁾

Bomgar is the most secure remote support solution on the market with a unique appliance-based design that keeps system and data access in-house behind the customers’ own firewall and security measures. Bomgar 12.2 also introduces new and enhanced security features, including:

• Post Session Lock – Automatically logs out administrative users, or locks the work station, after a remote session ends, ensuring end-users have the proper level of system access.
• Streamlined SSL Configuration – Makes it easier for Bomgar administrators to create and manage trusted SSL certificates, which are required for many clients, including mobile platforms.

“Bomgar 12.2 builds upon many of our most popular features to help service desks resolve issues faster and more effectively, thus improving their overall success,” said Troy Harrison, VP of product management at Bomgar. “While discovering and resolving issues is a support organization’s number one objective, sacrificing security to do so is not an option. With Bomgar, our customers can be confident that they’ll be able to securely fix nearly any system or device, no matter where it is in the world.”

For more information, please visit: www.bomgar.com/12-2.

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±.

⁽¹⁾Gartner, “The 2012 PC Remote Support Market Landscape” by Terrence Cosgrove, Jeffrey M. Brooks [19 March 2012].

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