Bomgar, the worldwide leader in secure, enterprise-class remote support, today released Bomgar 11.1, the latest version of its award-winning remote support solution. With new capabilities designed to increase technician productivity and extend support to and from mobile devices, Bomgar 11.1 enables IT organizations to deliver world-class support to nearly any system or device. It also optimizes IT operations and management with new cutting-edge analytics, and streamlines integrations with Help Desk and CRM solutions. Finally, Bomgar 11.1 continues Bomgar's unmatched commitment to security with new compliance features and safeguards.
Bomgar 11.1 introduces Jump Client Scalability, which dramatically improves IT organizations' ability to access and support unattended systems, such as servers, kiosks and point of sale (POS) systems. Bomgar's "jump" clients remain installed on unattended systems, and have traditionally been "active," maintaining a persistent connection back to the Bomgar appliance. With Bomgar 11.1, users can now also deploy "passive" jump clients that listen for a request instead of maintaining a persistent connection. "This means enterprises can now deploy hundreds or thousands of passive jump clients while minimizing bandwidth requirements, allowing IT to replace legacy peer-to-peer solutions that are often difficult to configure and manage," said Troy Harrison, VP of product management at Bomgar. Unlike these traditional tools, both Bomgar active and passive jump clients are cross-platform (Windows, Mac, and Linux), centrally manageable, fully auditable and highly secure.
Bomgar 11.1 also offers enhanced Multi-Monitor Support for end-users who use two, three or more screens at a time. Bomgar is the only remote support solution that provides thumbnail views of all monitors at once, increasing the technicians' ability to resolve issues that span multiple customer screens. Chris Hamm, director of operations of Premier One Data Systems and a Bomgar 11.1 beta customer, said,"Almost all the users we support have two or more monitors, and all of our support representatives also have two or three monitors. Anything that makes better use of multiple monitors is huge for our support team, and the Multi-Monitor Support feature will greatly increase our ability to understand and fix issues."
Bomgar 11.1 helps IT support organizations dramatically broaden their support for and from market-leading mobile devices. With the new Bomgar Android Client, IT can now support end users with Android-powered smartphones and tablets. In addition, Bomgar 11.1 includes the anxiously awaited Bomgar iPad Rep Console, which allows support technicians to support end-users from their iPad or iPad2.
Bomgar 11.1 stakes new ground in support desk optimization with the brand new Bomgar Analytics, a configurable dashboard and reporting module that brings unprecedented visibility into an organization's remote support session data.
Integration with Help or Service Desk and CRM systems is also made easier with Bomgar 11.1. This streamlines the process between the ticketing and remote support solution, centralizing support session data and eliminating toggling and re-keying errors. Finally, Bomgar 11.1 includes a number of new security and compliance features. Embassy Authentication adds another layer of security and control over third-party SME's who are invited to collaborate in a remote support session, and Inactive Session Timeout kicks a technician out of a support session after a customer-defined period of inactivity, reducing the risk of malicious breaches.
Bomgar (bomgar.com) is the worldwide leader in secure, appliance-based remote support solutions. The company's award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system - Windows, Mac, Linux, BlackBerry, Android, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 5,500 companies around the world have deployed Bomgar's enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, San Francisco, Washington D.C., Paris and London. In 2010, Bomgar was named one of the fastest-growing technology companies in America by Deloitte.