Top Rated
294 Ratings

BeyondTrust Remote Support (Formerely Bomgar Remote Support)

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Top Rated
161 Ratings
Top Rated
294 Ratings
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Score 7.7 out of 101

BeyondTrust Remote Support (Formerely Bomgar Remote Support)

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Top Rated
161 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Adobe Connect

Adobe Connect is well suited for education. There is a lot of flexibility in designing the meeting room layout and the ability to have breakout rooms is a major advantage over other platforms. For simple meetings that are just there to have webcams so you can see all the meeting participants (rather than a face-to-face), and do not require sharing many documents, Adobe Connect works well but is overkill and other products would suffice.
No photo available

BeyondTrust Remote Support (Formerely Bomgar Remote Support)

[It's well suited] Where you have teams of remote support techs that need access to the same machines and/or need to troubleshoot the same issue (i.e. session sharing). If security and compliance issues are a concern Bomgar has processes for just about every scenario. For very small support shops Bomgar is probably too high a price point and the company probably won't make full use of the feature set.
Patrick Cranston profile photo

Feature Rating Comparison

Performance & Compatibility of Online Events Software

Adobe Connect
6.9
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
High quality audio
Adobe Connect
8.1
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
High quality video
Adobe Connect
7.6
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Low bandwidth requirements
Adobe Connect
5.9
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Mobile support
Adobe Connect
6.0
BeyondTrust Remote Support (Formerely Bomgar Remote Support)

Screen Sharing

Adobe Connect
8.8
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Desktop sharing
Adobe Connect
8.9
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Whiteboards
Adobe Connect
8.6
BeyondTrust Remote Support (Formerely Bomgar Remote Support)

Online Meetings / Events

Adobe Connect
8.3
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Calendar integration
Adobe Connect
8.3
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Meeting initiation
Adobe Connect
8.0
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Integrates with social media
Adobe Connect
7.7
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Record meetings / events
Adobe Connect
8.7
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Slideshows
Adobe Connect
8.9
BeyondTrust Remote Support (Formerely Bomgar Remote Support)

Online Events Collaboration

Adobe Connect
8.9
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Live chat
Adobe Connect
9.0
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Audience polling
Adobe Connect
9.2
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Q&A
Adobe Connect
8.5
BeyondTrust Remote Support (Formerely Bomgar Remote Support)

Online Events Security

Adobe Connect
8.6
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
User authentication
Adobe Connect
8.4
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Participant roles & permissions
Adobe Connect
8.5
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Confidential attendee list
Adobe Connect
9.0
BeyondTrust Remote Support (Formerely Bomgar Remote Support)

Remote Administration

Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.4
Screen sharing
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
8.1
File transfer
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.9
Instant message
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
6.6
Secure remote access with Smart Card authentication
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
6.2
Access to sleeping/powered-off computers
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
6.7
Over-the-Internet remote session
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
8.2
Initiate remote control from mobile
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
8.3
Remote management of servers & workstations
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
6.8
Remote Active Directory® management
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.0
Centralized management dashboard
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.5
Session record
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.2
Annotations
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.6
Monitoring and Alerts
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
7.7
Multi-platform remote control
Adobe Connect
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
8.3

Pros

  • Adobe Connect handles streaming multiple videos (e.g. many different webcams or streaming a pre-recorded video) quite well with minimal issues.
  • Adobe Connect allows for creation and switching between multiple screen layouts so that you can plan a course flow ahead of time and implement it flawlessly for participants. There is another key feature called Prepare Mode which allows the host to modify or prepare a different screen layout while everyone else remains in the last layout.
  • Adobe Connect allows for breakout rooms. This feature is useful for classroom delivery webinars which require the users to break into smaller groups for working on a problem or brainstorming.
  • Adobe Connect allows the host to email themselves a copy of the chat history. The history is often useful for other educators not present in that session who wish to review the types of questions/answers come up in a past session.
No photo available
  • Broad platform support – IT support staff can use a variety of devices to securely connect to remote computers and devices. This also enables IT to consolidate multiple remote support tools into one (Bomgar), reducing complexity and saving on licensing costs.
  • Extensive API support that allows us to integrate our home-grown service desk ticketing system with Bomgar, tying recorded sessions with service tickets for future reference and training.
  • Powerful features like collaborative support, access sponsor, transfer and escalation, enabling higher tier support personnel to hop in when necessary to resolve issues or to provision service in first contact with user.
  • A variety of Jump capabilities – attended and unattended with support for dynamic session policies.
Michael Goay profile photo

Cons

  • The steps to connect to the Adobe Connect meeting room are clunky. There are many things that - if not completed ahead of time - cause problems for users who click on the meeting room link thinking they can just login and go in (like other platforms). The login and connection experience seems to be different on different operating systems and web browsers.
  • Troubleshooting is incredibly challenging for issues such as having trouble connecting, not hearing what is presented, not seeing content, microphone works in the audio test but not when you're actually going to use it, webcams showing just black screens.
  • Adobe Connect still uses Flash. There are apps for connecting to the meeting room from Apple and Android portable devices and they work ok but it isn't the same as the desktop web platform.
No photo available
  • Bomgar is a rather mature remote support platform with little room for me to complain about. As a wish list item, I would like to see better remote support for iOS devices such as iPhone and iPad.
Michael Goay profile photo

Likelihood to Renew

Adobe Connect10.0
Based on 27 answers
It has become an integral part of our business. It's used on a daily basis
Zach Wasson profile photo
BeyondTrust Remote Support (Formerely Bomgar Remote Support)9.1
Based on 63 answers
We've already had a great return on our investment. We've experienced faster response times. We're able to better standardize our troubleshooting techniques. We've increased employee efficiency. Our users are more satisfied with our performance. We can teach our users some of our techniques, so they can fix their own problems if it reoccurs
Valerie Riley profile photo

Usability

Adobe Connect9.0
Based on 5 answers
I like the interface, especially for someone using Adobe products. The continuity across softwares helps with functionality.
No photo available
BeyondTrust Remote Support (Formerely Bomgar Remote Support)8.2
Based on 18 answers
It is a product that no one can compete with.
Thomas Turner profile photo

Reliability and Availability

Adobe Connect5.5
Based on 1 answer
No answer on this topic is available.
BeyondTrust Remote Support (Formerely Bomgar Remote Support)8.8
Based on 9 answers
The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
Tracy Roberts profile photo

Performance

No score
No answers yet
No answers on this topic
BeyondTrust Remote Support (Formerely Bomgar Remote Support)8.4
Based on 7 answers
Most of the time it works great, however sometimes it takes a while to connect to clients, but that could be their setup.
Alex Millen profile photo

Support

Adobe Connect7.0
Based on 2 answers
No isues and any issues seems to get resolved.
No photo available
BeyondTrust Remote Support (Formerely Bomgar Remote Support)9.1
Based on 16 answers
There was a year that we didn't pay for support, I discovered a bug and they wouldn't look at it because I didn't have current support. The bug was fixed the in the next version though.
Alex Millen profile photo

In-Person Training

No score
No answers yet
No answers on this topic
BeyondTrust Remote Support (Formerely Bomgar Remote Support)9.1
Based on 1 answer
we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
D. SKye Hodges profile photo

Online Training

Adobe Connect7.5
Based on 2 answers
The ability to have most of the functionality of a full LMS at a fraction of the cost is huge. I can create manage and deploy both synchronous and asynchronous training based on the situation and all of my training is tracked through a series of easily created reports
Erik Crawford profile photo
BeyondTrust Remote Support (Formerely Bomgar Remote Support)8.8
Based on 3 answers
Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
D. SKye Hodges profile photo

Implementation

Adobe Connect7.9
Based on 4 answers
Prices do not seem to vary much among resellers of the Adobe Connect hosted license; the only price variation you're likely to find are among the audio providers. When implementing, you may also wish to look into expanding the amount of storage you are allowed on the server to avoid any problems later on as your library of files starts to build up
No photo available
BeyondTrust Remote Support (Formerely Bomgar Remote Support)9.1
Based on 12 answers
Discuss institutional needs with Bomgar support team. They are very helpful to avoid pitfalls; could greatly expedite implementation to satisfy institutional needs.
Michael Goay profile photo

Alternatives Considered

We found that WebEx was 'flat' when it came to training for extended periods of time. Deeper interactions created by AC with the course content, the instructors and, ultimately, with the students creates a successful class. A successful class means students that have been exposed to (in our case) intensely complex & technical content that wasn't hampered by stupid technical failures & lack of features. For example: in WebEx, when the Host dropped off, the classroom would get torn-down with it. It was a mad-scramble to get the classroom back up, and somehow notify the attendees that they can 'dial back in', etc. Additionally, the WebEx 'cloud' for course content storage & subsequent access wasn't as rich, or as flexible as AC's, and we found that our CDT release management team couldn't integrate their processes easily with WebEx, and therefore we regularly ran into inconsistencies in versions delivered.
Maximus Mednick profile photo
We selected Bomgar because it enables us to remote to any device, even if it's not on the domain. That includes Macs and phones, which is awesome for our needs. It's fast, easy, and reliable.
Robert Haack profile photo

Scalability

Adobe Connect5.0
Based on 1 answer
No answer on this topic is available.
BeyondTrust Remote Support (Formerely Bomgar Remote Support)9.1
Based on 5 answers
Bomgar has never let us down. I am always an early adopter of new versions
Scott Pepi profile photo

Return on Investment

  • I can't answer for the other departments, but for our specific teams, AC has allowed us to present a much more immersive and comprehensive training experience for our students. It's a comfortable, inviting environment, which is critical for an online classroom. Sitting in front of a screen for 6 hours is tough. Add to that the training component, and attendees will tire quickly, get frustrated at seemingly stupid hurdles and ultimately the training ecosystem causes the actual training content to get lost in the shuffle. Smooth transitions, easily navigated sections and loads of options make AC come together for us all.
Maximus Mednick profile photo
  • Better customer service
  • Faster remote connection
  • Increase IT department efficiency
Tracy Roberts profile photo

Pricing Details

Adobe Connect

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Adobe Connect Editions & Modules
Adobe Connect
Additional Pricing Details

BeyondTrust Remote Support (Formerely Bomgar Remote Support)

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
BeyondTrust Remote Support (Formerely Bomgar Remote Support) Editions & Modules
BeyondTrust Remote Support (Formerely Bomgar Remote Support)
Edition
Bomgar Connect
$49/mo per license
Additional Pricing Details