With tighter budgets and growing economic uncertainty, businesses need solutions that deliver greater value at lower cost. GoTo Connect is an all-in-one AI-powered communication platform that unifies every customer interaction and internal conversation in a single, easy-to-use system. With quick deployment, simple integrations, and white glove service, GoTo Connect streamlines workflows, centralizes reporting, and helps your team boost productivity while reducing costs. Discover how our latest updates can elevate your customer journey and keep your business focused, efficient, and ready for whatever comes next.
GoTo Connect continues to build out solutions that address the unique pain points of industries like education and automotive.
Integrations to support every customer touchpoint for automotive.1 Easily connect and add an account level add-on for each rooftop to be able to integrate with your preferred automotive CRM for smoother operations, without needing a full CX upgrade. Learn more about GoTo Connect for Automotive.
Introducing GoTo Connect for Education1
A new, secure, all-in-one modern communications offering designed to keep school and university communities connected. GoTo Connect for Education brings calls, virtual classrooms, messaging, and safety alerts together in a single, easy-to-use application, helping educational institutions streamline operations and focus on delivering exceptional learning experiences.
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1 Only available in select countries.
Instant visibility into call quality and performance with AI Quality Management
AI Quality Management (QM) is a cloud-based, AI-powered add-on that integrates natively with GoTo Connect Contact Center and provides 100% automated evaluation coverage of interactions. It is designed to reduce manual review effort and enable managers to quickly identify issues, coach agents, and improve consistency, first contact resolution, and customer satisfaction with minimal setup and configuration. Pre-defined templates help teams evaluate customer service quality quickly, or custom questions can be created to tailor to a business’s exact needs. AI QM is now also included in the BDC Complete offering at no extra charge.
Conditional Routing Node
Intelligently route calls to targeted agents or queues using dynamic, rules-based logic based on contact and caller data. New node enables dynamic, rules-based call routing based on contact and caller data properties. Available across all industries and for GoTo Connect.
GoTo Connect AI Receptionist delivers seamless, 24/7 automated customer service, ensuring every call is answered.1
Observe information and knowledge articles shared during every customer interaction.
Enhance your customer service with greater visibility into the information and knowledge articles shared during every interaction for greater insights. Easily understand how the AI Receptionist is helping your customers during phone calls, giving you clear insights into what information the AI is using to assist callers and what data it is collecting.
Delight customers every time with custom greetings.
Tailor the custom greeting of the AI Receptionist in English, French, Spanish and Brazilian Portuguese to guide callers, share legal and regulatory information, and highlight special offers.
Support more customers with expanded language and accent options.
With AI Receptionist, you can now assist callers in over four languages including English, French, Spanish, and Brazilian Portuguese. The AI Receptionist automatically detects the caller’s language and responds in the appropriate language and accent, ensuring accurate and natural interactions for improved regional support.
Smarter and faster training for AI Receptionist knowledge base with the latest Advanced Knowledge Ingestion
Save time and provide accurate answers for callers by building the AI Receptionist’s knowledge base from your documents and websites. Accelerate setup, increase knowledge breadth and reduce the admin burden, helping your business make smarter and faster decisions.
Updated built-in reporting and customizable dashboards for clear insights, plus AI-powered advanced analytics for deeper trend and sentiment.
Instantly capture customer feedback and improve call experiences.
Easily collect real-time feedback from callers with post-call CSAT surveys, giving you clear insights into agent performance and service quality. Seamlessly integrate results with your CRM, compare data over time, and pinpoint opportunities to enhance customer satisfaction and grow your business.
Unlock keyword discovery in call transcripts.
Enabling teams to quickly locate keywords within call transcripts, revolutionizing the way information is found. By pairing precise search capabilities with powerful reporting filters, users can effortlessly surface the exact conversations they need, eliminating the hassle of sifting through endless call data. This time-saving feature allows teams to instantly identify trends, address customer concerns, and respond to critical feedback within a centralized dashboard. Gain global oversight and unlock actionable insights from every call. Available as an add-on with Advanced Reporting.
Instantly capture customer sentiment after every call.
Tired of spending hours combing through transcripts or listening to call recordings just to figure out what’s really happening with your customers? Our new AI-powered sentiment and topic analysis takes the guesswork out of every call. Now, you can instantly see if a conversation was positive, negative, or neutral, and quickly identify key issues and topics with minimal effort. Help spot frustrated callers, recurring problems, and trending concerns in seconds, so you can proactively coach your team and improve customer experiences at scale. You’ll save valuable time, respond to challenges faster, and ensure you never miss what matters most. Available as an add-on with Advanced Reporting.
Streamlined reporting for better decisions.
Effortlessly schedule and share call and SMS reports with your team to ensure consistent delivery of valuable insights. Our feature keeps you ahead of emerging trends, empowers data-driven decisions, and saves you precious time. Seamless sharing enhances team alignment and collaboration, allowing everyone to stay on track with key performance metrics automatically. Keep your business informed and proactive, enabling you to address challenges before they escalate and drive continuous improvement.
Check out additional new features and enhancements: GoTo Connect Phone System
- Call Recording & Transcription Retention Tiers: Offering new 3-, 5-, and 7-year storage tiers for call recordings, reporting and transcriptions. Requires Advanced Reporting Add-on.
- Send SMS ability: Send preset text messages, links, or scheduling options to callers during calls. Requires AI Receptionist add-on.
- Monday.com Integration: Sync call, message, and voicemail data with Monday.com; import contacts and leads automatically.
- Dial by Name Directory Routing: Instantly route callers to any staff member via company directory. Requires AI Receptionist add-on.
- Additional Languages for AI Features: Now support 5+ languages, including English, Spanish, French, and Portuguese. Requires Advanced Reporting Add-on.
- Tier 1 WiFi handsets: Access premium Yealink WiFi handsets (AX83H, AX86R), supported and sold by GoTo Connect.
- Local Presence Dialing1: Automatically use the recipient’s area code for softphone calls.
- Redesigned Inbox Experience: Faster, streamlined inbox design for quick organizing, searching, and workflow.
- Directional Filters: Instantly filter calls by internal, inbound, or outbound types for better tracking. Requires Advanced Reporting add-on.
GoTo Connect CX
- International Launch for Automotive1: Now offering CX for Automotive and BDC Complete in the UK and Ireland.
GoTo Connect Contact Center
- Queue Caller Details API: Pull the latest call data into your BI apps for instant performance monitoring.
- Pause Reason Reporting: Report and filter agent pause times by reason for any period, shown as total time with detailed highlights.
- Custom Service Level Reporting: Set and track custom SL goals with real-time wallboard alerts and detailed history.
- Wallboard Visibility Improvements: Larger fonts, compact layout, and clearer data display on wallboard widgets.
- Agent Activity Timeline: View daily agent login/logout, breaks, and availability for better attendance and payroll tracking.
- AI Quality Management Assign Forms to Queues1: Create custom quality forms for each call queue, with supporting question banks and versioning.
- AI Quality Management Configuration Improvements1: Mark questions as N/A, customize categories and filter results by interaction duration for fair scoring and targeted training.
- Missed Call Tracking: Track and compare missed call percentages by agent to improve responsiveness.
- Enhanced Agent Productivity Overview: Updated widget shows agent time stats and key KPIs for better productivity insights.
- Streamline Agent Access and Queue Management on Mobile: Access inboxes and manage queues on mobile devices.
- Simplify Queue Login for Agents on Mobile: Log in/out of call queues easily from the mobile app.
Get started today with the new features and functionality across the GoTo Connect platform.
Reach out to your GoTo Connect representative to learn more or look back at some of the updates announced throughout 2025.