GoTo Contact Center
GoTo Contact Center
2 reviews
WH Score
7.8

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
  • Call Log Reports
  • Performance Evaluations
  • Dashboard
  • Call Analytics
  • Activity Log
  • 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
  • Segmentation/Grouping
  • Agent Console
  • Agent Management
  • Administrator Console
  • Administrator Management
  • Centralized Console
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
  • GDPR
  • SOC
Workforce Optimization
  • Skill Management
After-Sales Service
  • Phone Support
  • Email Support
  • Chat Support
  • Web Support
  • Technical Support
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Research & Articles

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