GoTo has enhanced its Connect platform with over 40 new features, including a new Webinar experience and several new compelling CX capabilities.
The latest advancements aim to elevate businesses’ customer and worker communications by streamlining them through an integrated suite of technology tools. These enhancements promise to simplify workflows, improve data analytics, and facilitate seamless business interactions, with a new GoTo Webinar experience perhaps the most eye-catching in a UC context.
“Providing a seamless customer experience is no longer a luxury for brands, it’s a necessity,” said Olga Lagunova, Chief Product and Technology Officer at GoTo. “It’s not enough to simply manage customer interactions.”
To build lasting customer relationships and loyalty, businesses must take an active role in analyzing and simplifying the customer journey. We continue to enhance the GoTo Connect platform with this in mind, and we’re thrilled to offer these 40+ new integrations and features that create effortless customer interactions, improve experiences, and more easily analyze and leverage customer data.”
These features are now available to all GoTo Connect customers within the new GoTo application.
More Specifics On The New Features
GoTo Webinar has introduced a series of updates to enhance the virtual event hosting experience. The new GoTo Webinar Standard now offers a comprehensive solution for managing virtual events with ease, featuring a customisable layout, breakout rooms, an improved question pane, and the ability to gauge real-time audience reactions.
Additionally, the GoTo application has expanded its capabilities, allowing hosts to conduct dynamic virtual events from any device, now including mobile and desktop.
Furthermore, GoTo Webinar has integrated with Interprefy, providing the option for real-time multilingual interpretation within webinars, making it accessible to a global audience. These updates aim to streamline the hosting process, making it more flexible and inclusive for users worldwide.
Regarding CX enhancements, GoTo Connect’s new analytics tools aim to offer actionable intelligence, enhancing customer satisfaction with AI topic flags in the Contact Center for trend analysis and pattern evaluation.
They intend to provide enriched call reports with searchable transcripts, permission-level restrictions, resolution reporting, and comprehensive reports for agent performance optimisation, including call outcome analysis and workload reporting—all condensed into a concise and powerful business toolset.
The integration of WhatsApp into the multichannel inbox also allows businesses to engage with customers on a familiar platform. AI-driven text-to-speech technology offers instant, polished sound clips in multiple languages and voices. Real-time closed captioning in GoTo Meeting sessions enhances accessibility and engagement, while screen pop encompasses personalised voice calls with relevant caller information, optimising time and efficiency.
GoTo Connect also unifies tech tools in a central hub for managing customer interactions. It features integrations with Zendesk for seamless data history, ServiceNow for efficient workflows, and additional CRM tools to enhance communication and streamline processes, all within the GoTo application.
What Has GoTo Been Up To In 2024?
Earlier this month, GoTo announced that Peter Mahoney has been appointed its new Chief Commercial Officer, while Nicholas Asadorian has been named its interim Chief Financial Officer.
Mahoney, previously GoTo’s Chief Marketing Officer, has been appointed as the company’s new Chief Commercial Officer (CCO) and will now oversee both the sales and marketing divisions. Asadorian, formerly the Vice President of Corporate Financial Planning & Analysis, steps into the interim Chief Financial Officer (CFO) role, bringing extensive financial expertise. GoTo states that its appointments add “operational rigour” to its C-Suite.
In February, GoTo launched GoPilot, an AI assistant for its Resolve platform, to enhance and simplify IT management.
The company describes GoPilot as the “first AI assistant for end-to-end IT management and support”. This solution offers a comprehensive overview of endpoints, automates diagnostics, assists users in resolving issues, and continuously learns to anticipate and mitigate potential disruptions proactively. It leverages advanced data, text, and visual processing models to enhance its capabilities and inform its processes.
Meanwhile, in April, GoTo launched Miradore Premium+, which it promised would be a transformative mobile device management solution.
Premium+ is a new subscription tier within Miradore, the mobile device management (MDM) product acquired by GoTo in 2022. Designed for growing businesses managing a diverse range of mobile devices, tablets, and laptops across iOS, Android, Mac, and Windows, Premium+ simplifies management and security tasks.
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