Bomgar is a remote support solution that allows support technicians to remotely connect to end-user systems through firewalls from their computer or mobile device. Using the Bomgar Representative Console, technology support professionals can access and control systems and devices remotely, including personal computers, smartphones, tablets, servers, switches, point-of-sale systems and others.
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History
The company originated when Joel Bomgar developed his own remote support solution to cut back on wasted hours he spent travelling while working as a support professional for a local company. In June 2003, he set up a one-page, static website selling his own, home-grown remote access solution, calling it ExpertVNC. Soon thereafter, his two college friends, Nathan McNeill and Patrick Norman, joined Bomgar as co-founders.
In May 2004, ExpertVNC changed its name to NetworkStreaming and the next month changed its cloud-based product to an appliance model, differentiating itself from other similar remote support solutions. On February 15, 2007, NetworkStreaming underwent a significant brand change, and the company name, and Joel's professional surname, was changed to Bomgar - an iteration of Bomgaars.
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Features
Bomgar Support Representative and Administrator features include:
- Remote control - View and control desktops, laptops, servers, switches, POS systems and mobile devices
- Multi-platform support - Windows, Linux, Mac; iPhone, Android, BlackBerry and Windows Mobile smartphones; and iOS and Android tablets.
- Identity management integration - Use LDAP and Active Directory to create Bomgar users, RADIUS for multi-factor authentication and Kerberos for single sign-on
- Chat support - Branded chat support for support organizations
- Bomgar Button - Ability to place a shortcut on the remote desktop or smartphone for one-click access
- Session recording - Videos of each remote support session
- Command Shell - Access the command line for network troubleshooting, system diagnosis or supporting a network device
- File Transfer - Transfer files between remote computers, tablets or smartphones during remote support sessions
- Jumpoint - Enables remote access to Windows desktops and servers on remote networks
- Concurrent licensing - Concurrent licensing model is based on simultaneous representative usage (number of reps logged in at one time)
Security
All session data is guarded by SSL encryption and support sessions are recorded. Bomgar has a Federal Information Processing Standard 140-2 Level 2 Certified appliance to meet government standards for security sensitive enterprises.
Integrations
Bomgar offers integrations with many service desk and systems management solutions, including IWS by ISILOG, BMC Remedy, Dell KACE, Cherwell, HP, Hornbill, iSupport, Salesforce.com, ServiceNow and TOPdesk, as well as custom integrations.
Media coverage
- Courbanou, Dave. August 2, 2012. Dell KACE, Bomgar Partner on Remote Support. ChannelNomics.
- Powell, James. May 14, 2012. Maximizing Your Remote Support ROI. Enterprise Systems.
- Lemos, Robert. February 10, 2012. Got remote access? Lock it down. InfoWorld.
- Rudra, Madhubanti. December 5, 2011. Bomgar Incorporates Intel Technology to Help Securely Resolve Issues beneath the OS Level. TMCnet.com.
- Mukhar, Nicholas. November 9, 2011. Bomgar Develops Collaborative Remote Console for iPad, Android.. MSPmentor.
Analyst reports
- Brothers, Rob and Stacy K. Crook. June, 2013. Worldwide Clientless Remote Support Software 2012 Vendor Shares: Top 6 Market Share Leaders. IDC.
- Terrence, Cosgrove. March 19, 2012. The 2012 PC Remote Support Market Landscape. Gartner.
- Oehrlich, Eveline and Kate Leggett. December 2, 2010. Case Study: Novell Uses Collaborative Remote Support to Transform Its Customer Experience. Forrester Research.
Source of the article : Wikipedia
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