Top GoTo Contact Center Features

What are the Best GoTo Contact Center Features?

Top GoTo Contact Center features include:

Omnichannel customer communications: interact with your customers across any communication channel of their choice, be it voice, chat, SMS, video or email.
Comprehensive call administration: route calls depending on agent availability or what time of day it is. Additionally, pre-built chat messages and voicemails further facilitate quick responses.
Customized reports and analytics: gauge customer satisfaction and agent productivity through a variety of tailored reports. Real-time dashboards are also available, and can be customized to suit your contact center’s unique KPIs.
Easy-to-use call flow builder: your contact center team need not depend on technical support to build customized call flows, thereby enabling self-service and quick scaling.
Data security and 99.99% uptime: with data centers located around the world, ensure maximum uptime and protection of your data, so you can constantly stay connected and compliant.

Phone System Features

Inbound Calling
Outbound Calling
Local Calling
International Calling
Three-Way Calling
Local Numbers
International Numbers
Toll-Free Numbers
Vanity Numbers
Local Minutes
Toll-Free Minutes
International Minutes
Softphone

Call Management & Administration

Call Waiting
Call Forwarding
Call Hold
Call Transfer
Call Redial
Call Popup
Call Back
Call Mute
Call Screening
Call Queue
Call Barge
Call Whisper
Call Assign
Call Query
Phone Line Extensions
Click-to-Call
Click-to-Video
Voicemail
Voicemail to Email
Voicemail to SMS
Emergency Calling
Automatic Call Distribution (ACD)
Busy Lamp Field (BLF)
IVR
Number Porting
Number Masking
Number Black/White List
Call Scripting

Call Routing Types

Skills-Based Routing
Event-Driven Routing
Queue-Based Routing
Team-Based Routing
Location-Based Routing
Priority-Based Routing
Time of Day Routing
Omnichannel Routing

Customer Management

Customer Profiling

Supported Channels

Voice
Chat/IM
SMS
Email
Social Media

Chat/IM Management

Group Chat
Private Chat
Click-to-Chat
Proactive Messaging
Chatbots

Conferencing Capabilities

Audio Conferencing
Video Conferencing

Reporting & Analytics

Activity Logs
Call Log Reports
Performance Evaluations
Dashboard
Call Analytics
Admin Reports
Agent Analytics
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) Scoring
Call Monitoring
Call Scoring
IVR Reports
Call Summary
360° Customer View
Trend Reports

Recording

Call Recording
Voicemail Recording

Enhancements & Personalization

HD Voice
HD Video

Contact Management

Contact Database
Contact Groups
Contact Sharing

Customizable Items

Custom Workflows
Custom Reports

Collaboration Tools

Virtual Assistant

Drag-and-Drop Builders/Designers

Call Flow Designer
Dashboard Builder
Report Builder
Workflow Builder

Workflow Automation

Call Handling Rules

Systems/Administrative

Administrator Management
Administrator Console
Agent Management
Agent Console
Centralized Console
Segmentation/Grouping

Sync/Refresh

Contact Sync

Data Migration

Data Export

Identity and Access Management (IAM)

User Provisioning/Deprovisioning
Role Based Access Control (RBAC)

Cybersecurity Features

Data Security

Integration Options

APIs

Third-Party Integrations

Salesforce
Zendesk
Slack
HubSpot
ServiceNow
Okta
Zapier
Google Chrome

Microsoft 365

Microsoft Outlook
Microsoft Teams

Google Workspace

Google Calendar

Adobe

Adobe Marketo

Zoho

Zoho CRM
Zoho Desk

Compliance Accreditations

SOC 1
GDPR

Workforce Optimization

Skill Management

After-Sales Service

Phone Support
Email Support
Chat Support
Web Support
Technical Support

GoTo Contact Center Top Features Related Review

Willard

Reviewed on 29 November 2023

Grasshopper is worth the price.

The toll-free number offered by GoTo Contact Center is a useful feature, and both its desktop and mobile apps are dependable. Its inability to send or receive text images or screenshots is one of its limitations. GoTo Contact Center is a feature-rich and dependable contact center solution all around.

Pros