What’s New at GoTo Connect?

GoTo Connect, a cloud-based, all-in-one business communication service that combines a phone system with video conferencing, messaging, and customer engagement tools has announced some time-saving and productivity updates. Several new services and features are available now and will continue through 2026, focusing on artificial intelligence (AI), enhanced customer experience (CX) channels, and deeper integrations. Let’s examine some of the new and updated services of our partner GoTo Connect.

AI-Powered Features

As with the rest of the cyber world, artificial intelligence is coming in clutch for productivity and efficiency, as well as expanded features for voice over internet protocol (VoIP). GoTo Connect has integrated generative AI to automate tasks and provide insights. Some of the new updates include:

AI Receptionist is a 24/7 smart assistant that efficiently manages inbound calls, directing callers and capturing essential information.
AI Call Summaries & Transcriptions automatically generate both full transcripts and concise summaries for calls and meetings, all available within reports.
AI Quality Management (AIQM) automates the call review process for quality assurance, enabling administrators to mark review questions as "Not Applicable" (N/A) for specific calls.
The AI Messaging Assistant helps generate and customize message responses to speed up customer communications.
GoPilot was introduced last year and is a virtual assistant built directly into the administrator interface to simplify system management and tasks.

Enhanced Customer Engagement (CX)

Improving customer experience is the goal of most businesses and GoTo Connect has expanded its omnichannel capabilities to accomplish this. They have added communication channels that integrate with popular messaging platforms like WhatsApp, Facebook, Instagram, and web chat, all managed from a single, shared inbox. Additionally, features such as sending personalized, scheduled SMS campaigns can be accessed from the unified inbox, and a customer's record can automatically be displayed when a call comes in, enabling customized service from the start.

Improved Integrations

Expanding compatibility with essential business tools is also part of the GoTo Connect improvements recognized at the end of 2025 and heading into 2026. Some of the expanded integrations include Salesforce, Zendesk, ServiceNow, Microsoft Dynamics, and HubSpot, as well as specialized automotive CRMs such as VinSolutions, CDK, and Tekion.

Administrative & Mobile Improvements

To help streamline work and allow for more flexibility when traveling or working remotely, GoTo Connect has also redesigned the administration portal based on customer feedback to be more intuitive for managing setup, products, and security. For mobile users, the ability to host and manage webinars right on their mobile devices is available. To view all the latest services and features of GoTo Connect, visit their site or talk to our team at Spectra Networks.