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November 9, 2011

LogMeIn revamps its remote support offering for tablets, smartphones

Users can remotely configure iOS and Android connectivity settings

By CBR Staff Writer

Software as a service-based remote connectivity offerings provider LogMeIn has introduced mobile device configuration capabilities to LogMeIn’s remote support offering, a new version of LogMeIn Rescue to quickly troubleshoot and secure smart devices in the field.

Rescue provides a single, web-based tool for remotely supporting tablets, smartphones, and computers running iOS, Android, BlackBerry, Symbian, Windows, Windows Mobile, and Mac OSX.

The new capabilities will enable the helpdesk and customer service staff to simplify support of customers’ and employees’ smart devices – connect to them, solve problems, push configuration settings, and secure remote devices anywhere with an Internet connection.

With LogMeIn’s flagship remote support offering, users can remotely configure iOS and Android connectivity settings, including Wi-Fi network setup and Access Point Name (APN) settings; remotely configure device permissions and push device pass code settings for iPhones and iPads.

In addition, users can create customised iOS helpdesk or self-help shortcut app icons which allow iPad and iPhone users to directly connect to quick help guides or even web chat through a single touch.

The new release can initiate mobile and computer support sessions in a single click through the introduction of a new, full featured desktop app version of the LogMeIn Rescue Tech Console.

LogMeIn Support Products vice-president Lee Weiner said the new Rescue release was designed with direct input from operators and mobile device OEMs and has been successfully tested by many customer care organisations and IT helpdesks.

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"While specific conditions vary across these audiences, all of them are looking to empower their teams to quickly support a growing number of people carrying increasingly sophisticated devices. The result is a release that simplifies support for iOS and Android devices, and makes it easier for helpdesk staff to better serve increasingly empowered customers and employees," said Weiner.

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