GoTo Contact Center: Easier Engagement

GoTo (formerly LogMeIn), is an innovative communication and productivity technology company committed to transforming the way we work. The business specializes in producing products designed to help users focus on the things most important to their professional lives.

Over the years, GoTo has developed a powerful portfolio of products, ranging from the GoTo Meeting video conferencing platform, to GoTo Connect for Unified meetings, phone, and chat functionality. GoTo Contact Center is a state-of-the-art CCaaS solution built with the underlying technology of the “Connect” ecosystem.

Recently updated in March 2022, GoTo Contact Center combines flexible customer communication opportunities with powerful tools for managing teams. The platform includes impressive real-time analytics, an outbound dialling system for salespeople and even queue call-backs.

What is GoTo Contact Center: An Introduction

GoTo Contact Center is an evolutionary CCaaS technology built within the GoTo ecosystem to empower modern and hybrid employees. The solution combines multiple communication tools necessary for small to mid-sized businesses. What’s more, everything is delivered with cloud-based flexibility, ensuring your team remains productive wherever they are.

One of the most compelling benefits of GoTo Contact Center is its simplicity. You can get up and running in a single day with the company’s seamless onboarding process. There’s also a convenient admin portal for IT administrators to manage everything in one place.

According to GoTo, the three major business benefits of the Contact Center technology include:

·??????Better business outcomes: Companies can build workflows for impressive customer experiences, to ensure every conversation goes smoothly. You can route customer calls to the right agents and implement queue call-backs. There’s outbound dialling with pre-recorded voicemails, and you can switch seamless between SMS, chat, video, and voice.

·??????Improved performance: With data delivered on-demand via real-time analytics, it’s easy to gather meaningful insights into team productivity and gauge customer satisfaction levels. You can see analytics and stats like total talking time and waiting time. There’s also the option to customize dashboards by team or agent.

·??????Simplicity: Maintaining an effective contact center should be easy. Whether you’re running an IT team or handling everything yourself, GoTo Contact Center is easy to use. Drag-and-drop dial plan editors make it easy to create call flows. There’s support for assigning access permissions, and the admin portal makes it simple to configure changes.

GoTo Contact Center: Features

Like many of the leading CCaaS solutions on the market today, GoTo Contact Center is constantly evolving to suit the needs of new users. The whole experience is built to make life easier for supervisors, administrators, and agents alike, while boosting CX.

Agents get access to tools like pre-saved messages and pre-recorded voicemails, alongside an outbound dialler, and a full omnichannel environment for communications. There’s also a dedicated agent dashboard where everyone can view KPIs. Supervisors and admins can track performance levels, create custom reports, and design workflows.

Administrators also have access to features like call and chat queue overview and management, queue priority management, permission controls, and more.

Some of the other key features include:

·??????SMS queues

·??????Webchat with history and tagging

·??????Audio chat notifications

·??????Flip from chat to call or video

·??????Queue insights and real-time metrics

·??????Co-browsing for live guidance

·??????Pre-call announcements

·??????Intelligent call routing and call-back queues

·??????Call monitoring for supervisors

·??????Real-time analytics and reporting

·??????Customizable agent and supervisor dashboards

·??????Call waiting and management

·??????Multi-channel setup and management

·??????Interactive voice response

·??????Unified admin portal access

·??????Visual dial plan editor

·??????Permission and access management

The comprehensive reporting section of the application also provides a range of valuable overviews into things like calls by outcome, average time in queue, and calls answered, so you can create more engaging reports for stakeholders.

The features and functionality of GoTo Contact Center are split into different categories according to the people who might be using the service. Plus, every Contact Center package comes with integrations with other GoTo tools you can set up yourself, as well as connections to leading tools and services your company might already be using.

The GoTo Contact Center can link directly to apps like Salesforce, HubSpot, and even Microsoft Teams through connectors in the GoTo Marketplace.

Do You Need the GoTo Contact Center?

GoTo has built a highly flexible and effective contact center solution for companies moving into the new age of digital and hybrid work. Business leaders can build omnichannel environments for connecting with their audience, and collect valuable insights through every stage of the buyer journey. There are also countless options for integrations to expand your Contact Center functionality.

GoTo Contact Center users can also take their investments to the next level by leveraging other tools like GoTo Connect and GoTo Meeting at the same time. Plus, everything comes with the added benefit of exceptional customer support and service from the GoTo team.

If you’re looking for an agile contact center to support a modern team, this could be the product for you.

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