Question 1

How do I know if I need a contact center solution or if my phone system will be enough?

Accepted Answer

You may need a contact center solution like GoTo Connect if you handle high call volumes, offer multiple channels for customers to connect with you on, require detailed performance analytics, intelligent call routing, or need tools for training and coaching staff. Often businesses who have dedicated customer facing staff members deploy a contact center solution to track performance and customer experience.

Question 2

Why choose a cloud-based Contact Center?

Accepted Answer

Cloud contact center software makes it easy to customize your own contact center system – no complex IT needed. Key features for GoTo Connect Contact Center include advanced call analytics, inbound and outbound call routing, call monitoring, and Interactive Voice Response (IVR).

Cloud-hosted contact center software is built on top of an existing cloud phone system – putting all the features you need in a single place. There’s no need to worry about maintaining any servers or hardware, either – since all updates and fixes are handled in the cloud, all the heavy lifting is done for you.

This makes streamlining IT and cutting costs easy.

Question 3

What is the difference between a call center and a contact center?

Accepted Answer

Traditional call centers are built on legacy phone systems and focused on a single channel of communication: phone calls. Teams may be divided into inbound vs. outbound calling (such as customer support vs. sales), and usually don’t support additional channels like SMS or chat.

Contact centers are multichannel: they support phone calls, as well as SMS text messages, web chat, social media, and video. Customers have their own preferred ways of connecting, and modern contact center software makes it easy to meet them where they are. Cloud-hosted contact centers are also more flexible and easier to maintain than traditional call centers.

Question 4

How can AI for GoTo Connect improve the efficiency of my contact center agents?

Accepted Answer

AI for GoTo Connect enhances efficiency by automating routine tasks such as call and meeting summaries, sentiment analysis, and message responses. This allows your customer-facing team to focus more on complex issues and deliver personalized support. With AI tools like AI Meeting and Call Summaries, agents can quickly review key points, while real-time sentiment analysis helps supervisors intervene when necessary, boosting productivity and reducing handling times.

Question 5

How Can AI for GoTo Connect help my contact center stay competitive in customer service?

Accepted Answer

AI for GoTo Connect ensures your customer service team stays ahead by providing real-time insights into customer sentiment and performance trends. With AI tools for proactive support, such as topic & sentiment detection and supervisor recovery, your business can consistently meet and exceed customer expectations, helping you maintain a competitive edge in the marketplace.

Question 6

What integrations are available with GoTo Connect Contact Center?

Accepted Answer

GoTo Connect Contact Center offers a variety of integrations designed to enhance your team's productivity and streamline your workflows. For a comprehensive, up-to-date list of supported integrations, please visit our Integration Marketplace or contact our sales team.

Question 7

How do I contact Sales or schedule a demo of GoTo Connect Contact Center?

Accepted Answer

You can contact our Sales team or schedule a personalized demo of GoTo Connect Contact Center here or by using the live chat feature on our website.

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