ISEC7 will be bringing out a help desk tool called B*Nator, which allows staff to remotely control BlackBerrys to solve technical problems. This is just their most recent addition to a monitoring suite which also features module-based application support for Mobile Admin and other enterprise utilities. You can check out some screenshots from CeBIT here, and sign up for a live demo here.
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Simon,
actually “B*Nator” is a BlackBerry monitoring solution, the tool you are talking about is called “B*Nator Remote Control” or “B*Nator RC”.
Bto are shown on the WES, too