GoTo has announced a new Contact-Center-as-a-Service (CCaS) offerings within its GoTo Connect product designed for small and midsize businesses to help boost sales, improve customer experiences and support employees and IT.
The company says the expanded offering is an evolution of its recently announced GoTo Connect product, a new unified app for both IT support and collaboration. The CCaS offering is also built within that unified app, enabling customer-facing staff to work flexibly while giving users the ability to access IT management and support with the recent launch of GoTo Resolve.
GoTo, which rebranded from LogMeIn in early February, pitches these new offerings as a solution to remote and hybrid work by providing support for dispersed contact center workers. The company bills the solution as a more simplified contact center tool that is easier to deploy, manage, update and scale.
According to GoTo, the tool features remote support capabilities for employees with IT problems with the complementary support for the IT management tool GoToResolve, giving customer-facing teams access to support tools from a single provider.
The unified GoTo app, now with more contact center capabilities, gives customers and customer representatives the ability to interact over a variety of channels, including voice, video meetings, SMS, web chat and social, the company says.
The platform also provides real-time analytics to help business leaders make data-drive decisions and monitor progress against goals, as well as productivity features such as outbound dialer to accelerate the speed of calls and prerecorded voicemails to automatically play while moving on to the next call.
According to the company, GoTo’s Contact Center solution starts at $29 per user per month, and is available in North America and parts of South and Central America and Europe.
In a statement, Paddy Srinivasan, chief product and technology officer at GoTo, said the company aims to make remote work easy and affordable for all companies, regardless of size.
“Gone are the days of SMBs feeling like costly and overly complicated contact centers are out of their reach,” Srinivasan said. “We believe that small businesses especially can benefit from the ability to engage with their customers across a variety of channels. With GoTo’s new Contact Center we are enabling just that with a simple, easy to deploy, and affordable contact center solution.”
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