- Bomgar InSight allows support professionals to see, troubleshoot, and fix remote products securely using the customers’ mobile camera.
- Real-time mobile camera support with annotations is now available through Bomgar’siOS and Android Customer Client apps.
Bomgar,a leader in secure access solutions,today released Bomgar InSight, which adds live mobile camera access with annotations to its enterprise-leading Remote Support solution.Bomgar InSight allows support professionals to access the camera in any customer’s mobile device to view and troubleshoot physical products and technology, expanding support reach and speeding time to resolution. Built into Bomgar’s existingiOS and Android Customer Client Apps,Bomgar InSightis ideal for organizations that need to provide secure support to critical technology, such as IT hardware, medical devices, manufacturing equipment, and military applications.
During a Bomgar Remote Support session, technicians can instantly access the mobile camera of any iOS or Android device to see exactly what their customer sees. To walk the customer through troubleshooting or set-up steps, the technician can draw or make annotations on the screen which instantly appear on the customer’s mobile device. When the technician begins annotating, Bomgar InSightautomatically freezes the frame, so if the customer moves the device they can still see and followthe instructions. When ready to move to the next step, the technician simplyclears the annotations and resumeslive video.
While using Bomgar InSight, support professionals can also simultaneously use chat, screen sharing, and voice communications to assist the customer further.Bomgar InSight is built into the Bomgar Remote Support solution so it automatically includes all of Bomgar’s advanced security features, such as granular permissions,comprehensive audit trails, and full video recordings of all session activity.
“Supporting physical technology or products can be extremely difficult when the customer has to explain issues and execute troubleshooting steps over the phone,” said Dan DeRosa, SVP of product management, Bomgar. “By enabling support technicians to literally see everything the customer seesand then direct the customer using on-screen annotations, we’re greatly enhancing communication and reducing frustration, resulting in a faster and more satisfying support experience. We’ve built Bomgar InSightdirectly into our highly secure Remote Support solution so Bomgar customers can immediately begin using it as part of their support toolset, with the confidence that it meets their security and compliance standards.”
Bomgar InSight is immediately available with Bomgar Remote Support 15.2. Bomgar’s Customer Client apps for iOS and Android can be downloaded for free from the Apple iTunes and Google Play app stores. For more information and a video demonstration of Bomgar InSight, please visit: www.bomgar.com/remote-support/features/insight.
Bomgar connects people and technologysecurely, 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 10,000 organizations 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. For more information, visit www.bomgar.com