Over the last year, we have introduced our partnership with GoTo Connect Voice over Internet Protocol (VoIP) along with explaining their products and services, benefits in the workplace, popular features, and collaboration and communication tools that can improve efficiency and production in your place of business. We are happy to announce that several new product updates have been released to keep our clients up-to-date with the latest tools to keep their business moving forward. Let’s explore some of these updates and how they could benefit your business in the coming months.
A Quick Review of GoTo Connect
GoTo Connect offers a cloud-based communication service with a variety of products and helpful features for businesses. Currently, the GoTo Connect products are the market-leading phone system and customer engagement software systems. One of the major phone systems offered includes the Voice over Internet Protocol phone system, a robust internet-based service. The way it works is by digitizing and routing the conversations through internet lines rather than through a traditional landline phone system. Some of the more popular features of VoIP include voicemail, call holding, call queueing, call forwarding, hold music, video conferencing, call parking, call recording, intercom, scheduling and new third-party integrations. In addition to useful features and tools, VoIP offers many benefits to the bottom line, efficiency and productivity of your workforce. For example, when compared with traditional phone lines (specifically long-distance calling) VoIP is extremely cost-effective. The service is scalable and able to grow as your business grows. It is extremely reliable and works well with our new remote workforce that could be based anywhere in the world. In the end, the GoTo Connect VoIP can improve your customer service, leaving your employees with time to actually focus on the work at hand.
Product Updates
Dealing with new updates may seem like a double-edged sword, especially with technology used on a daily basis. The natural human inclination is to stick with what you know when in reality an update could make your life infinitely easier. GoTo Connect has released several updates over the last few months that could make your work life easier.
AI Text-to-Sound Clips
This artificial intelligence feature allows users to create professional audio clips for their dial plans, contact center queues, or music on hold. By simply typing in the text they want to be converted to audio and clicking on the AI voice of their choosing, users can choose the message, voice and music they want to greet customers.
CRM Integrations
There are several new integrations with popular CRMs, including Zendesk, ServiceNow, Freshdesk, Freshsales, Pipedrive, and SugarCRM. These integrations provide a streamlined workflow, allowing users to access customer information, make calls, and synchronize text messages directly from their CRM.
Screen Pops
Getting a call from a regular client? As the call comes in this new feature provides agents with relevant customer information as soon as they answer an incoming call. This helps personalize and customize the conversation to the client's needs and can improve customer service.
AI-Powered Call Summaries:
This feature was previously only available in the contact center product. Now AI-powered call summaries are included in the reporting and analytics package. Featuring an overview of the content of the call, this new feature can save time and increase overall efficiency.
Call Transcripts
Need a searchable record of every call? This new feature provides helpful call transcripts in the reporting and analytics package. This feature is useful for training, quality assurance, and reviewing customer interactions.
Push-to-Talk Feature in Meetings
The push-to-talk feature allows users to easily mute and unmute themselves during meetings by simply holding down the spacebar. This more efficient way to participate and then mute yourself in meetings is more streamlined and avoids the awkward fumble for the mute button that we have all experienced.
Shared Contacts
The ability to share contacts is critical to collaboration and communication between team members. GoTo Connect now allows users to share contacts across their organization, making it easier to access customer information.
GoTo Contact Center
The GoTo Connect Contact Center is also incorporating new features including adding the WhatsApp Channel which allows businesses to connect with customers on their preferred platform. Additionally, the AI Topic Flag feature in the Contact Center allows supervisors to track and analyze key topics in customer conversations. The targeting of keywords and phrases means identifying trends and ensuring compliance with company scripts. The Contact Center is also introducing Advanced Handle Time Reporting which provides detailed insights into the duration of calls. Details such as time spent with clients, time on hold and wrap-up time can be analyzed to help improve the customer’s experience and optimize performance on the phone. Similarly, the new Outcome Detail Chart allows for viewing of why calls end, such as queue timeout, caller leaving, or other specific reasons.
Customer Engagement Features
In order to improve and optimize engagement with clients and customers, GoTo Connect has also rolled out improved features to address these concerns. Here are some of the features that can support streamlined communication and make sure that engagement with customers is at its best and the right messages reach the right team members.
Multi-Inbox and Multi-Number
This feature allows businesses to create dedicated inboxes for different teams, departments, or locations. This helps streamline communication and ensures that the right messages reach the right agents and customers.
Inbox Filtering and Organization
Enhanced filtering and organization options for the shared inbox can greatly improve engagement. Agents can quickly access conversation history, locate past conversations, and re-engage with customers, improving efficiency and customer experience.
Increased Capacities
Exciting news for businesses looking to expand their contact import capability and campaign recipient capacity. The capacity for contacts has been increased from 2,000 to 10,000, allowing organizations to manage larger contact lists. Additionally, the campaign recipient capacity has been increased to 20,000 contacts, allowing businesses to reach a wider audience with their marketing campaigns.This lengthy list of useful and well-thought-out updates to the GoTo Connect arsenal demonstrates their commitment to providing businesses with the tools and features they need to deliver exceptional customer experiences. By incorporating AI, streamlining workflows, and enhancing integrations, GoTo Connect, GoTo Contact Center, and GoTo Customer Engagement continue to evolve to meet the changing needs of businesses and their customers.
