What is an omnichannel contact center?
An omnichannel contact center consolidates customer interactions from multiple channels using cloud-based software.
It seamlessly integrates customer conversations across channels like chat, phone, email, SMS, and social media into your customer relationship management system (CRM), providing agents with a comprehensive view of each customer's interaction history.
Customers won't need to repeat themselves with an omnichannel contact center solution. Agents can instantly access past interactions and self-service chats to deliver quick and personalized support.
GoTo Contact Center equips your business with everything you need to provide high-quality omnichannel customer support.
Enhance agent productivity by automating routine tasks like call summaries and message responses. Real-time sentiment analysis allows supervisors to intervene when necessary, reducing handling times.
GoTo Contact Center integrates with your favorite tools such as Salesforce, HubSpot, and Microsoft Dynamics, eliminating data silos and streamlining workflows for maximum efficiency.
Your customers deserve an exceptional experience, no matter how they choose to connect.
Seamless customer experiences
From phone calls to chats, emails, and social media, customers can effortlessly connect through their preferred channels. Shared dashboards allow agents to access interaction histories, ensuring personalized and hassle-free support.
Improved customer retention
Agents can access customers' contact history and data to provide personalized interactions and faster resolutions, encouraging repeat business. These tailored and consistent experiences can help turn delighted consumers into your greatest advocates.
Increased agent efficiency
Omnichannel contact center software optimizes processes by consolidating communication channels into a single platform. Agents can address issues faster when they don't have to switch between tools or systems, which helps lower average handling times (AHT).
Data-driven decisions
Every interaction in every channel generates valuable data. These insights reveal trends, customer preferences, and opportunities for improvement. Leverage powerful analytics to enhance processes, refine strategies, and create innovation-driven customer experiences.
Omnichannel contact center software ensures your customers are never out of reach.
- Voice calls: Smart call routing sends calls to multiple phones in a specific sequence, so an agent is always able to respond.
- SMS / Email: Shared inbox allows team members to see and respond to any messages within a shared contacts list.
- Webchat: Allows agents to communicate with customers directly from your website.
- Facebook & Instagram: Engage with your audience on their favorite social media platforms from one central place.
- WhatsApp: Manage interactions within one unified inbox.
GoTo Contact Center goes beyond omnichannel communication.
Everything you need to provide personalized support, including:
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Call Monitoring
Coach agents and boost performance with Listen, Whisper, and Barge modes. -
Interactive Voice Response
Improve efficiency with a simple and seamless self-service call experience. -
Intelligent Call Routing
Improve first-call resolutions by automatically directing callers to the right place. -
Analytics
Track call volumes and agent performance in real-time to make data-driven decisions. -
Unified Admin Portal
Manage contact center and phone system settings in a single dashboard. -
Visual Dial Plan Editor
Configure call flows with a drag-and-drop editor—no fancy IT needed.
See what customers are saying about GoTo Connect
Frequently Asked Questions
Yes, its cloud-based nature allows remote agents and teams to stay connected and access customer information from anywhere, ensuring consistent service regardless of location.
Yes, GoTo Contact Center's omnichannel software enables agents to manage multiple chats, calls, or messages at the same time using a unified platform. Intelligent call routing and real-time updates allow agents to provide real-time and tailored service even when handling several conversations simultaneously.
Absolutely! Omnichannel contact center software enables small businesses to manage customer interactions in different channels without needing extensive resources or huge teams. With streamlined communication processes and improved customer support, small businesses can match or exceed the customer service offered by larger companies.
Seamless communication. Unified interactions.
Experience best-in-class communications with an omnichannel contact center solution.
