Contact center features built for
Improve customer experiences with a powerful cloud contact center.
More agent features:
- SMS queues
- 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
More supervisor features:
- Customizable real-time dashboards
- Agent view
- End wrap-up
- Call queue management and drill-down
- Chat queue management
- Queue status notifications
- Campaign management & drill-down
- Call waiting & management (pick up, transfer, and hold)
- Missed call details & re-dialer
Multi-channel setupConfigure multi-channel setup for voice, video, chat, SMS and social.
Visual dial plan editorConfigure 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.
Unified Admin PortalManage contact center and phone system settings in a single place.
More admin features:
- Intelligent call routing
- Skill assignment
- Call queue overview & management
- Chat queue overview & management
- Queue priority management
- Campaign overview & management
- Tag management
- Pause reasons
- Ability to assign permissions
- Pre-saved text messages
- And much more!
- 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
Unlock better-than-ever interactions
Get started with GoTo Contact Center today.