Contact Center

Contact center features built for
better engagement

Improve customer experiences with a powerful cloud contact center.

An agent using GoTo Contact on his laptop.

KEY FEATURES FOR AGENTS

Create better experiences in less time

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    Pre-saved messages

    Save time with pre-recorded voicemails and pre-saved texts.
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    Outbound dialer

    Automate sales calls and speed up your process with an outbound dialer.
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    Voice, video, chat, SMS & social

    Switch seamlessly between channels and meet customers how they prefer.
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    Agent dashboards

    View KPIs, total talk time, hold time, assigned queue status, and more.

More agent features:

  • 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
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

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    Real-time analytics and reporting

    Make informed decisions with daily, weekly, and up-to-the minute stats.
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    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.
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    Call Monitoring

    Coach agents on interactions with listen, whisper, and barge modes.

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
Viewing call queue analytics and the queue overview dashboard
A woman smiling and working outside on her laptop.

KEY FEATURES FOR IT ADMINS

Build better workflows

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    Multi-channel setup

    Configure multi-channel setup for voice, video, chat, SMS and social.
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    Visual dial plan editor

    Configure call flows with a drag-and-drop editor – no technician needed.
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    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:

  • 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!
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.

  • 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
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.

Unlock better-than-ever interactions

Get started with GoTo Contact Center today.