What’s new: Powerful analytics and easier workflows to boost customer experiences for GoTo Contact Center



GoTo Contact Center is supercharged with new capabilities to enhance reporting capabilities and is purpose-built for ease of use. It includes everything you need to deliver delightful customer experiences in one place. Here are the latest updates from our product team.

What’s new:


Dive into every interaction with the new Interaction Details Report

See every step in a customer conversation so that you can provide coaching to agents and improve customer experience. In this report, you’ll see all telephony events including when a call was ringing, answered, transferred, put on hold and more. No longer only view a fragmented view of a call. Now receive a full customer journey from end to end.


Optimize team performance with GoTo Contact Center’s Conversation Review

With the latest update for GoTo Contact Center, you can now easily access an overview of the call, call transcriptions, call recording and evaluate agent performance. You’ll have a detailed view of the call events and have access to any notes made during the interaction. All of this in a single place, making team management more efficient than ever.


Minimize your missed calls with Automated SMS to abandoned callers

Recover abandoned callers in an easy to use and manageable way. If a caller abandons the call while waiting in a queue, callers will be sent a timely SMS message to save a good customer experience. You’ll be able to customize these messages for the abandoned caller and see a comprehensive call report on responses.

Get more visibility into the outcomes of calls

GoTo Contact Center added Call Dispositions to define or label the outcome of a call. Agents will be able to categorize or assign an outcome to every single call, letting the supervisor report on specific call outcomes. Agents will select from a pre-defined list allowing for ease of reporting from the queue caller report, helping supervisors identify areas of improvement.

Develop powerful Contact Center Integrations

Extend the GoTo app with our new Call Event APIs. With GoTo’s new Call Events APIs, developers can leverage real-time updates of a customer’s journey to build out a full view of interactions. GoTo’s new Reporting API will provide robust access to search and filtering capabilities over every customer call that passes through your system.

Optimize your call routing with more Ring Strategy options

Choose from two new queue ring strategies to meet your needs. These new ring strategies, longest call wait and longest inbound wait, allow calls to be dispatched based on length of time since the last call. Customize your settings for each call queue to optimize its performance.

Empower Agents to enhance customers’ experience utilizing Agent Controlled Call Recording

GoTo Contact Center is giving agents the ability to pause and unpause their call recordings, providing them with greater control and flexibility during customer interactions. This feature enhances customer privacy and allows agents to capture critical information accurately, ensuring better quality assurance.

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