TeamViewer Partners with MobileIron to Streamline Technical Remote Support
MobileIron Help@Work for Android integrates TeamViewer
Tampa, Fla., August 25, 2015 – TeamViewer®, a leader in desktop sharing and online collaboration software, has integrated its flagship product into MobileIron Help@Work for Android. Help@Work is a MobileIron product that transforms the help desk experience for iOS and Android devices by allowing users to share their screen with a help desk agent. By integrating TeamViewer into the help desk experience, users are now able to share their screens with help desk technicians; thereby, streamlining the support process by helping technicians to troubleshoot on the spot. This integration combines the strength of TeamViewer’s remote support to yield a much simpler mobile device support experience.
“TeamViewer is a smart solution with cutting-edge technology which enables seamless integration into other solutions,” says Kornelius Brunner, vice president of Product Management, TeamViewer. “This partnership with MobileIron exemplifies the multi-faceted nature of our solution. By enabling other solutions to be able to use TeamViewer, we are building a dynamic grid of intelligent solutions that are beneficial to IT experts and end-users.”
Here are some ways in which this integration has actually changed the mobile device support experience:
Thanks to the screen sharing and remote control options, help desk agents can visually detect where the problems are. This leads to better root cause analysis; the help desk agent can simply access the device, detect the problem, and troubleshoot. Which in turn means a more transparent resolution of problems.
Privacy and data issues are generally a major cause for concern for users. End users must give their consent before any remote support action can take place. They also have a better visual overview about what the help desk agent is doing on their devices.
Thanks to the visual detection, problems are easily located and resolved without the user and the help desk agent wasting time to describe the problem. This leads to faster and more accurate resolutions.
With this integration, it is easier for help desk agents and end-users to chat and interact with each other. The resulting advantage of such remote support experiences is that through increased interaction end-users can understand the processes and verbalize themselves better.
“Help@Work for Android can make remote mobile troubleshooting painless,” said Rahul Mehta, product manager, MobileIron. “By integrating TeamViewer with the Mobile@Work client, we are providing our customers with a faster, simpler and seamless help desk experience.”
Mobileiron integrated the full version of TeamViewer via the TeamViewer API. This way Mobileiron can provide remote support for Android devices. The support cases will be processed via the TeamViewer QuickSupport app. MobileIron Help@Work for Android including the TeamViewer integration is available now in MobileIron Core 8.0 and Mobile@Work 8.0 Client.
For more information on mobile device support using TeamViewer please visit the TeamViewer website: https://www.teamviewer.com/products/mobile-device-support.aspx
Based and founded in Göppingen in 2005, TeamViewer is fully focused on the development and distribution of high-end solutions for online communication, collaboration and remote monitoring of IT systems. Available in over 30 languages and with more than 200 million users worldwide, TeamViewer is one of the world’s most popular providers of remote control and online meeting software. airbackup, a cloud-based backup solution, and ITbrain, a remote monitoring and IT asset tracking solution, complement TeamViewer’s product portfolio.
For more information, visit: www.teamviewer.com
MobileIron provides the secure foundation for companies around the world to transform into Mobile First organizations. For more information, please visit www.mobileiron.com.