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Contact center features built for better engagement

Improve customer experiences with a powerful cloud contact center.
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An agent using GoTo Contact on his laptop.
KEY FEATURES FOR AGENTS

Create better experiences in less time

Pre-saved messages
Save time with pre-recorded voicemails and pre-saved texts.
Outbound dialer
Automate sales calls and speed up your process with an outbound dialer.
Voice, video, chat, SMS & social
Switch seamlessly between channels and meet customers how they prefer.
Agent dashboards
View KPIs, total talk time, hold time, assigned queue status, and more.

More agent features:

  • AI Optimization: Interaction Summaries
  • AI-Powered Messaging Assistant
  • SMS queues
  • Webchat
  • Chat history and tagging
  • Audio chat notifications
  • Flip from chat to call/meeting
  • Queue drill-down & real-time metrics
  • Pre-saved audio and text messages
  • Co-browsing (Live Guide)
  • Pre-call announcement
  • End wrap-up
Contact Sales
View of Customer Support Chat Queue and Call Queues, with ability to set agent status.
A manager smiling during a meeting.
KEY FEATURES FOR SUPERVISORS

Get better results

Real-time analytics and reporting
Make informed decisions with daily, weekly, and up-to-the minute stats.
Intelligent call routing
Improve first call resolutions and direct callers to the right place.
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Callback queues
Reduce hold times and let customers keep their place in line.
Call Monitoring
Coach agents on interactions with listen, whisper, and barge modes.
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More supervisor features:

Contact Sales
Viewing cell queue analytics and the queue overview dashboard.
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KEY FEATURES FOR IT ADMINS

Build better workflows

Multi-channel setup
Configure multi-channel setup for voice, video, chat, SMS and social.
Visual dial plan editor
Configure call flows with a drag-and-drop editor – no technician needed.
Interactive Voice Response (IVR)
Let callers choose the service they need with easy voice prompts.
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Unified Admin Portal
Manage contact center and phone system settings in a single place.

More admin features:

Contact Sales
Creating a dial plan in GoTo Contact Center using features like Simple Dial, Auto Attendant, Schedule and more.

Reporting and analytics

Get insights into your team’s performance and find new ways to improve.
  • AI Call Summaries
  • AI Chat Analysis
  • AI Call Transcriptions
  • Total calls over time
  • Caller summary & details
  • Calls by outcome
  • Average time in queue
  • Agent availability
  • Pause time by agent
  • Talk time & call volume trends
  • Talk time spent
  • Calls answered
  • Queue calls transferred by agent (percentage)
  • Total chat conversations and results
  • Export to CSV, PDF, PNG
Contact Sales
Supervisor dashboard view in GoTo Contact Center on desktop, displaying agent status, logged in agents, average handle time, total talk time, queue overview, waiting callers, and more.

AI-enhanced excellence: delivering unparalleled customer experiences

Transform customer service and deliver exceptional results with cutting-edge conversational AI features like sentiment analysis and automatic call notes.
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Thumbnail showcasing the Queue Caller - Summary including overall sentiment and most mentioned topics.
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Unlock better-than-ever interactions
Get started with GoTo Contact Center today.
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