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
Real-time analytics and reportingMake informed decisions with daily, weekly, and up-to-the minute stats.
Intelligent call routingImprove first call resolutions and direct callers to the right place.
Callback queuesReduce hold times and let customers keep their place in line.
Call MonitoringCoach 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
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.