GoTo, formerly called LogMeIn, has upgraded its CCaaS (Contact Center as a Service) offering, which focuses on flexible customer communications. GoTo said the new features, coupled with flexible customer communications, will improve customer experiences and increase sales for clients using its CCaaS solution. The new CX will be housed in GoTo Connect – one of two new SMB-focused platforms the firm launched last month and designed to allow flexible work for users. Paddy Srinivasan, Chief Product and Technology Officer at GoTo, said:
“Gone are the days of SMBs feeling like costly and overly complicated contact centers are out of their reach. 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.”
Updates to GoTo’s CCaaS include real-time analytics, an outbound dialler (for salespeople) and queue call-backs (for customers), remote support facilities (via GoTo Resolve), and new communication channels tailored to the customer. Employees will also have access to IT management and support via GoTo Resolve, released alongside GoToConnect last month. GoTo Connect combines several communication tools such as a contact centre built for SMBs, meetings, cloud-based voice, and training and messaging. GoTo Resolve consists of GoTo’s support products, based on a zero-trust security approach, with features including management, ticketing, support capabilities, and remote access. GoTo’s latest CCaaS solution will be available in Australia, Brazil, Canada, Germany, Ireland, Italy, Mexico, and the United Kingdom.
