LogMeIn’s transformation into GoTo is driven by a mission to make IT easier for SMB customers, according to Senior Product Manager Ankita Dasgupta.  

The new GoTo business was unveiled last month in the form of one application that houses two products: GoTo Resolve and GoTo Connect.  

GoTo Resolve compromises the vendor’s security and monitoring tools, while GoTo Connect bundles all of its unified communications and collaboration tools. The services come with a promise of 99.9 percent uptime. 

Speaking to UC Today, Dasgupta said that GoTo Connect makes life easier for SMBs, which often have limited IT resources, by wrapping the collaboration tools they need into one simple product to buy. 

“Software should lift SMB companies up, not weigh them down,” she said. 

“We want to make communication and collaboration tools that enable them to do their best work; it shouldn’t be frustrating for them. 

“They don’t need a phone system only, or messaging only, or meeting system only – small businesses need all of these tools, and they want to make it easier for themselves”  

GoTo said its transformation has been inspired by listening to its nearly 800,000 customers and more than one billion people that have used its services.  

The move to one app, two products required an internal cultural shift for GoTo – with the end result being that customers can take a pick-and-mix approach and pay for the point solutions they need.  

GoTo Connect features products that were well-known under the LogMeIn brand, such as GoTo Meeting, GoTo Training and GoTo Contact Center– which has recently been revamped.   

The new contact center offering includes real-time analytics, an outbound dialler for salespeople and queue call-backs for customers – but Dasgupta said it also has simplicity in mind for SMBs.  

An essential aspect of the solution is its multichannel nature, with GoTo acknowledging that the way customers interact with the companies they buy from is changing and, in many cases, evolving beyond solely email. 

There are five channels in the GoTo solution, including Facebook and webchat.  

“We understand that not all customers are communicating with companies in the same way and the need for multiple channel availability in a contact centre solution is a persistent theme,” Dasgupta said.  

More to Come

Dasgupta said that GoTo will continue to add new features to both Connect and Resolve this year, with the contact center offering specifically set to be given more channels for customer engagement. 

Another key focus for GoTo this year is to empower its channel ecosystem to thrive with the two products.  

“We want to enable partners not just in North America but also internationally,” Dasgupta said. 

“You should also expect to see a lot of growth opportunities within the product suite itself” 

 



from UC Today https://ift.tt/gY9kPLr