Today, a contact center is more than just a place to take calls and send out emails. After all, it’s more than a single function of a successful company that can improve customer satisfaction; specifically, by engaging customers (in diverse ways) and doing so how, where and when they want. There are many different types of contact center platforms on offer today, but most companies are looking for a product that saves costs, increases both customer and agent engagement, and offers deep analysis into data to help the organization better understand how to improve operations.
Business communications solutions provider GoTo recently introduced GoTo Contact Center Pro, a solution that expands the company’s CCaaS offerings to medium and large companies. This new solution aims to provide businesses with a modern, flexible and affordable platform that includes omnichannel capabilities, integrations and agent interfaces and access to data and insights.
GoTo, which offers customized solutions to managed services providers and IT departments (as well as healthcare, legal and education organizations), also noted that GoToContact Contact Center Pro allow users to communicate with customers through the phone, email, chat, social media, webchat, WhatsApp and more for smoother, more personal interactions. In addition to contact center functionality, the solution provides agent analytics and real-time reporting features designed to improve performance and optimize customer-facing teams to increase agent and customer satisfaction and drive down costs. It even features a variety of integrations for customer relationship management (CRM), workforce management tools, and productivity apps, amplifying the tools Contact Center teams already use, said the company.
“GoTo has helped nearly a million organizations with their IT and business communications needs, and in doing so, we’ve gained a deep understanding of what companies really need. We’ve harnessed this knowledge and experience to expand our CCaaS offerings to mid-market businesses and enterprises with the launch of GoTo Contact Center Pro,” said Olga Lagunova, Chief Product and Technology Officer, GoTo. “GoTo Contact Center Pro provides growing businesses with a modern contact center solution they can trust without compromising on features, cost, or simplicity. That’s something traditional contact center vendors simply cannot offer.”
