8 All-Star Features You Need for Your Contact Center


You could have an all-star staff running your contact center and still not deliver all-star service. Why? Because great customer service isn’t only about hiring the right people. It’s also about the technology.

Employees need supportive, intelligent and scalable tools to deliver better experiences to customers. GoToConnect, for example, offers two Contact Center as a Service (CCaaS) solutions: Support Center and Contact Center Pro, each containing must-have features that will grow your business and turn customers into fans. So if you're in the market for a new solution, here are eight things to look out for!

1. Multichannel service


The phone isn’t the only way your customers communicate, so it shouldn’t be yours either. Engage customers on their own terms using chat, email, fax, web calls, interactive voice response (IVR), and social media – all available through GoToConnect’s CCaaS simple platform.

2. Real-time and historical metrics


A dashboard containing both real-time and historical data gives you the full picture of your employees’ performance. GoToConnect CCaaS lets you actively monitor employees and customize reports with an endless possibility of metrics.

3. Integration with CRMs

Clicking back and forth between applications slows your employees down and drags out phone calls with your customers. To streamline service and consolidate customer info in one place, GoToConnect integrates with leading names in customer relationship management (CRM) software, like Salesforce and Zendesk.

4. Interactive Voice Response (IVR)

Interactive voice response (IVR) is the recorded prompts and menus that account for much of your customer’s initial introduction to your contact center. You want a system that enables customers to pick the kind of service they want, such as self-service for basic issues, or ­­­­­­­­­­­­­­­­­­– for more complex issues – one that swiftly connects customers to the right service expert. GoToConnect’s IVR gives you these options so you can easily configure greetings, call paths, menus, call queues, and other settings.

5. Call recording


Call recording is a deal-breaker for any contact center. It improves quality, verifies compliance with policy, aids with resolving disputes, and contributes to training and coaching. GoToConnect offers flexible recording settings that scales with your staff demands.

6. Coaching

Training contact center employees often has to be done “in the field”, on the phone with a real customer in real time. Coaching tools become invaluable in these circumstances. With GoToConnect, supervisors can monitor calls, whisper instructions that only the employee on the call will hear, or barge into a call and address both customer and employee, depending on the circumstances.

7. Call queues

No one likes being corralled into a call queue, but customizing a queue can trim wait times and provide alternate options so your callers don’t feel trapped. GoToConnect CCaaS empowers each department to have their own queue and voicemail, so callers can find their way into smaller, more specialized queues – and they can choose to wait, leave a message, or they could opt for a callback.

8. Mobile options

As a cloud-based service, GoToConnect helps you keep up with the increased push for mobility. Employees based from home or other out-of-office locations can log into Support Center or Contact Center Pro and enjoy the wide range of phone features, even when they’re away from their desk.

Give your team the tech they need to deliver better experiences


Learn more details about GoToConnect's contact center solutions here, or give us a call at 844 333 4686 today!