• New Bomgar Remote iOS Screen Sharing capability allows support professionals to view and troubleshoot remote iOS devices.
• Exclusive feature allows screen viewing of iOS 8.0.1+ devices that are connected via USB to a Mac running OS X Yosemite.
Bomgar, a leader in secure remote support and access management solutions, today introduced a new Remote iOS Screen Sharing capability that allows support professionals to connect to and view the screen of iOS devices for troubleshooting and training purposes. Bomgar is the only Remote Support vendor to offer this functionality, which allows view-only screen sharing of iOS 8.0.1+ devices that are connected via USB to a Mac running OS X Yosemite. The introduction of iOS Screen Sharing exemplifies Bomgar’s commitment to enabling remote support for any device, anywhere, including the most popular mobile devices, such as the iPhone and iPad.
Once in a Bomgar Remote Support session with a connected iOS device, technicians can see the screen and watch the end-user navigate through settings and apps, including the device’s camera, in real-time. Support professionals can chat with the end-user and use pointers and annotations to direct them through actions to resolve the issue. While the end user must have OS X Yosemite and a tethered iOS device, the support rep can use the Windows, Mac, or Linux Bomgar Representative Consoles to provide this level of support.
“Today’s employees and customers depend on their mobile apps, phones and tablets, and they expect support organizations to be able to instantly connect to and fix those devices,” said Troy Harrison, VP of product management, Bomgar. “By giving them the ability to view and troubleshoot remote iPhones and iPads, we’re helping support professionals to not only resolve issues faster, but also better meet user expectations and increase customer satisfaction.”
The new capability allows any user with an OS X Yosemite Mac to instantly tether their iOS device and allow support to see and walk them through any troubleshooting or instructional steps. It also enhances collaboration between support tiers or experts, especially within geographically disparate environments. If an on-site support rep is unable to fix an iOS device, they can tether it to a Mac, launch a Bomgar session and pull in an internal or external SME who can immediately view the device. Or if a support rep is not physically present, a user can connect their iPhone or iPad to a Mac kiosk and receive immediate support from a remote technician. Technicians can even view multiple devices tethered to the same Mac.
In addition to iOS Screen Sharing, Bomgar offers solutions for directly connecting to and supporting iPhones and iPads through its Bomgar iOS Customer Client, which allows technicians to chat with the user, view system information and images from the camera roll, co-browse websites, push configuration profiles, and transfer files. Bomgar also offers full screen-sharing and remote control for Samsung Android devices. Finally, Bomgar’s Mobile Representative Consoles allow technicians to provide comprehensive remote support to any system from iOS and Android devices.
Bomgar is demonstrating its Remote Support solution during the SITS15 conference in London at stand #416.
Bomgar (bomgar.com) connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,000 organisations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore.