Gladys Rivera, Senior Benefits Enrollment Manager at H2H Enrollments, leads a fast-paced team supporting benefits education, HR, and payroll for workers in staffing, restaurant, and janitorial companies. With their client base growing, so did expectations for quick, clear support.

H2H Enrollments prides itself on one-call resolution: any benefits holder should get the help they need, fast, without needing to call back. Yet for a high-volume, diverse workforce, keeping agents organized and focused was no small feat. Gladys recounts, “Insurance can be a pain—and our priority is making it easy and accessible for every employee, no matter their background or their schedule.”

Agents often felt overwhelmed by calls, documentation, and voicemails coming from multiple directions. “Before we really made the most of GoTo Connect Contact Center, everything was manual: we tracked calls with group chats, handled random voicemails, and tried to catch up on notes between calls. We worked hard, but it was easy for things to slip through the cracks,” Gladys shares.

GoTo Connect Contact Center streamlined every aspect of H2H’s communications, empowering Gladys and her team to deliver the seamless, supportive service their clients rely on. “All these features have made our lives so much easier—especially for the agents and for me as a manager. Our clients love that their employees get help quickly and have an easy experience.”

• Smart call rotation ensures agents aren’t swamped by every ringing phone: “Call routing has really improved our lives. Agents don’t feel overwhelmed now—if it rings to you, it’s your call, and you don’t have to keep track of anyone else.”
• After each call, agents get five minutes to wrap up: “Wrap-up time has taken the weight off our agents’ shoulders, knowing they have five minutes between calls before anyone else rings through to them. We’ve seen real success with it.”
• Voicemails now go to a shared inbox, with no more scrambling to track them down: “Voicemails are organized so easily now. Agents have no trouble keeping up, and it just feels less overwhelming.”
• Agents can use pause reasons to step away without disrupting coverage: “Pause reasons have come in handy, especially for lunches or when someone needs to step away.”
• AI-driven notes and call sentiment, powered by the AI Optimization add-on, allow for better documentation and QA: “AI notes have made documentation very easy—just copy, tweak, and keep it moving. There’s much more accuracy in our notes and follow-up, thanks to AI Optimization.”

With these operational improvements in place, Gladys and her team have gained the confidence to handle anything their clients need. The Contact Center’s blend of automation, flexibility, and clear reporting means every caller gets efficient, focused support, and every agent ends their day feeling accomplished rather than exhausted. For H2H Enrollments, GoTo Connect isn’t just a technology upgrade—it’s the engine behind exceptional service and a happier, more productive team.

"GoTo Connect isn’t just a Contact Center to us—it’s the foundation for how we support and care for our customers and staff as we grow.”

Gladys Rivera, Senior Benefits Enrollment Manager, H2H Enrollments

With GoTo Connect Contact Center, H2H Enrollments now delivers service with confidence and clarity:

• Agents experience less stress and greater satisfaction, citing organized workflows and protected wrap-up times.
• Accurate documentation and email follow-ups mean every customer inquiry is handled professionally.
• Centralized voicemails and AI-powered notes ensure no message slips through the cracks.
• Performance can be easily measured and recognized, boosting team morale and creating a culture of accountability and improvement.

Gladys values the powerful data and actionable insights that Contact Center and the AI Optimization add-on bring to her team. “With these AI-powered tools, we’re able to make the most out of our resources,” Gladys explains. “Every improvement, every metric we track helps us deliver better service—for every call, every customer.”

“GoTo Connect Contact Center has made our lives easier, especially in reporting and agent performance. It’s made my life as a manager very, very easy.”

Gladys Rivera, Senior Benefits Enrollment Manager, H2H Enrollments