NewswireToday - /newswire/ -
Jackson, MS, United States, 2012/10/22 - Bomgar, a leading provider of secure remote support solutions, announced today Collaborative Browser Sharing, a new feature that gives support organizations the option to conduct browser-only remote support sessions - Bomgar.com.
• New type of Bomgar remote support session allows support representatives to view only the end-user's web browser, as well as chat and make annotations, ideal for supporting web customers.
• Unlike traditional co-browsing solutions, Bomgar includes session recording so every click and keystroke of the session is saved to the Bomgar appliance for use in auditing or training.
Ideal for support representatives who assist customers with websites, portals and applications, this new type of session allows the rep to remotely view the browser, make annotations on the screen, push URLs and chat with the end-user, without being granted full access to and control of the end-user's computer.
Traditional remote support sessions involve full screen-sharing capabilities, allowing the support rep to view and control all of the end-user's applications on the remote desktop. "This level of access isn't necessary for support organizations that are only helping customers with a specific website or application. For example, a bank may need to walk a customer through their online account portal, or a software vendor may need to help a customer with a specific web application," said Troy Harrison, VP of product management at Bomgar. "In these cases, Bomgar now allows you to grant the support rep only access to the browser or application they need to solve the issue, based on their visibility and level of access."
With Collaborative Browser Sharing sessions, support representatives can be given view-only access to the remote browser, allowing them to assist with web applications without having full access to the end-user's computer. During a session, the rep can view and mark-up the browser screen, chat with the end-user, and push URLs to new sites, allowing the rep to more quickly understand the issue and guide the end-user to a speedy resolution.
As with every Bomgar session, remote system access and session information is routed through the secure Bomgar appliance, which sits on-premises within the support organization's own security measures. This means system access and session data never passes through a third-party server, a concern with traditional co-browsing solutions. The Bomgar solution offers more than 50 permission options to designate which types of sessions and features individual reps or teams can access. Bomgar also integrates with existing identity management solutions, such as Active Directory, so logins and permissions can be centrally managed.
Collaborative Browser Sharing will be available soon with Bomgar 12.3. To learn more and view a video demonstration, please visit bomgar.com/12-3.
Bomgar (bomgar.com) 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.