GoTo has launched its new contact centre solution ‘Contact Center Pro’ for medium to large-sized businesses.
Contact Center Pro features omnichannel capabilities, useful integrations, access to data and insights, and ‘unparalleled’ agent interfaces.
The IT and business communications solutions provider GoTo already has a CCaaS solution for small to medium-sized businesses, which it updated earlier this month to include various remote support and engagement features.
Olga Lagunova, Chief Product and Technology Officer, GoTo, explained what makes its Contact Center Pro unique: “GoTo has helped nearly a million organisations 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.
“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.”
In its related press release, GoTo points to research by Khoros that found 83 percent of customer believe good customer service is the most crucial factor to determine what you will buy, with the exception of logistical considerations like the products and prices available. In spite of the importance they hold, contact centre solutions are frequently expensive and hard to use.
GoTo views its Contact Center Pro as the answer to this dilemma as businesses will no longer have to choose between quality technology and cost or convenience.
It says its new contact centre would be the perfect fit for businesses that have outgrown their contact centre system, as well as for organisation looking to enhance their data and analytics tools.
Contact Center Pro Features
The Contact Center Pro can help to improve customer satisfaction by meeting customers on the platforms they are using, when they are using them. With the latest omnichannel capabilities, agents can engage customers on their preferred channels, regardless of where the conversation began.
Data-driven insights can be used to enhance and personalise customer engagements. Advanced analytics and campaign management tools can help to better gauge customer sentiment, spot trends, and make more informed decisions. Ultimately, this will help companies to keep existing customers and acquire new ones too.
Agent analytics and real-time reporting features can help to raise performance and improve customer service teams, leading to greater agent and customer satisfaction as well as reduced costs.
The GoTo Contact Center Pro makes onboarding and deployment easy. It also includes various Customer Relationship Management (CRM) integrations, productivity applications, and workforce management (WFM) tools, which essentially provide a performance boost to the technologies that agents are already acquainted with.
Last month, the CX industry saw an upheaval in the upper echelons of management at companies including GoTo, Vonage, and Twilio. In fact, all three of these companies have found replacement CEOs since the beginning of the year.
Last year too, 8×8, Aircall, Calabrio, Cresta, Momentive (now SurveyMoney), RingCentral, and Sangoma all switched CEOs.
Some are spotting a trend within the industry of investors prizing profitability ahead of growth, which demands a different sort of skillset required for the top job.
