GoTo’s new contact centre solution is bringing enterprise contact centre tools to small and medium-sized businesses, Senior Product Marketing Manager Michael McCann has told UC Today. 

McCann said that SMBs have historically been underserved by the customer experience space, typically being priced out of the market by expensive platforms. 

To combat this, GoTo has created a purpose-built a contact center solution for SMBs that is feature rich, yet affordable as well as easy to deploy, manage and scale for those businesses with limited IT resources 

“Typically, the tools available to SMBs have been quite limited,” McCann said. “Most contact centres have been designed and priced for larger enterprises. 

“We surveyed a lot of small businesses, including our customers, and found that two-thirds didn’t feel there was a contact centre out there that suited their needs. 

“So, it’s no surprise that 70 percent of SMBs are just using their basic phone system or they’re not comfortable using voice, so they’re offering digital-only channels.” 

McCann said that the contact centre launch from GoTo is built on the realisation that all businesses, regardless of size, need better ways to engage with their customers. 

The notion that SMBs have been underserved when it comes to contact centre tech has only been exacerbated by both the pandemic and rising customer expectations. 

GoTo’s offering is designed to be simple to manage and deploy, and houses multiple channels including voice, video, SMS, social and web chat. 

Another crucial component of the platform is analytics, allowing SMBs to see how effective their agents are operating. 

“One of the biggest pain points for SMBs is lack of transparency,” McCann said. 

“They’re unaware of how effective their customer-facing teams are being and they don’t have the information to see how their efforts are tracking towards the wider business goals. 

“Having customisable dashboards, real-time analytics and agent-specific dashboards to see how they’re tracking towards their goals are big, big features for SMBs.” 

GoTo’s contact center is priced from $29 per user per month and is available in the UK, the US, Australia, Brazil, Canada, Germany, Ireland and Mexico. 

GoTo Revamp

It’s been a busy year for GoTo, with the vendor rebranding from LogMeIn and launching two new core platforms. 

GoTo Connect features its collaboration toolset, while GoTo Resolve is for IT remote management and support. The contact centre features, which integrate with GoTo Connect, give it a complete communication suite for SMBs. 

McCann said that the integration of unified communications and customer experience is only going to accelerate over the coming months and years, particularly in smaller businesses that will benefit from a single platform. 

“A lot of research out there backs up the benefits of integrating UCaaS and CCaaS. Businesses can see a massive increase in customer experience ratings, up to 60 percent, and also in agent productivity. 

“All of this wraps up with cost savings. There are economies of scale there and if you have both solutions hosted in the cloud, why not look for some of the cost savings that are possible?” 

 

 

 



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