Remote Desktop Access and Control

The Bomgar Box

If you run a help desk then you either currently use or have tried in the past the GoToAssist hosted service from Citrix. A very good hosted solution and it saves you the trouble of having to run it on your network. But what if you WANT to host your own remote desktop control solution? Enter The Bomgar Box, an appliance-based remote control solution from Bomgar. Bomgar is the brainchild of co-founder Joel Bomgar and began life as Network Streaming and later changed the company name. My good buddy Troy recently went to work over there and turned me on to their solution. Some of the features and benefits from the Bomgar site are listed below:

Features

Bomgar™ enables clientless connection to any Windows, Linux, Mac, or Windows Mobile system by creating a remote desktop connection from your system and the end user's systems to the Bomgar Box outbound through firewalls.

Support Across Platforms

• Gain remote desktop control of Windows, Mac, Linux and Windows Mobile
• Support via screen sharing or command line interface
• Gain virtual control of unattended systems with Jump Technology
• Localize in Italian, Japanese, German, Spanish and French

Provide Fast, Effective Support

• Start a remote desktop connection to multiple systems simultaneously
• Automatically pull system info for quick diagnosis
• Reboot computers & re-initiate the connection automatically
• Transfer files & chat with customers or other reps securely
• Present your screen for training purposes

Integrate with Existing Applications

• Open API
• Create plug-ins with Bomgar's SDK
• Integrate with BMC® Remedy® Service Desk
• LDAP and RADIUS integration
• Customize Bomgar's customer-facing elements

Keep Your Data Secure

• On-site, appliance-based deployment
• Every remote desktop connection protected with 256-bit AES SSL encryption
• Logs and video recordings of virtual support sessions
• Granular management of support rep privileges
• Set group policies for managing permissions

Get the Box That's Right for You

• Scalable deployment models
Bomgar B100 – 1 support rep
Bomgar B200 – 2 to 20 support reps
Bomgar B300 – Up to 300 support reps
Multiple B300s for larger deployments
• Concurrent licensing & unlimited software user accounts

Centralize Support Management

• Define support teams and support request queues
• Create custom exit surveys to monitor rep performance
• Analyze trends with detailed service desk reports
• Authenticate support reps with single sign-on

Another positive to the Bomgar Box is the cost. Whereas hosted solutions like GoToAssist and Webex charge per-use fees for their service, the Bomgar appliance is a one time cost with only a yearly maintenance and support fee after that. If your organization requires a great deal of remote connectivity to end users, you could save a bundle by going to the Bomgar appliance. As always, check it out and let me know what you think.