July 19, 2022

GoTo Contact Center

GoTo Contact Center

J&M Eastern Group is a GoTo supplier in Malaysia that specialises in GoTo Products. As one of the top GoTo partner and reseller in Malaysia, we carry a wide range of GoTo products such as Remote Access & Support, Communication & Collaboration and Password & Identity Management to meet your requirements and quickly respond to the demands of your business. Our team is well experienced with GoTo products, solutions and services.

GoTo, formerly LogMeIn Inc., is a flexible-work provider of software as a service (SaaS) and cloud-based remote work tools for collaboration and IT management, with products including GoTo Connect, GoTo Resolve, Rescue, Central, and more, built for small and midsized business IT departments but powerful enough for the enterprise. The company was founded in 2003 and based in Boston, Massachusetts, and rebranded from LogMeIn to GoTo on February 2, 2022. The rebrand to GoTo comes with a simplified product portfolio to a single application and two flagship products: the IT management & support product, GoTo Resolve, and a new experience for the unified-communications-as-a-service (UCaaS) product, GoTo Connect. These products are unified by a single application, administrative system, and converging user experience.

A contact center that works the way you do

GoTo Contact Center makes leveling up customer interactions easy – from anywhere.

Cloud-based flexibility
Help your team be productive from home, the office, or wherever they work best.

One-day deployment
Get up and running in one day with a seamless onboarding process.

Hassle-free IT
Easily configure and manage your contact center solution in a simplified admin portal.

Create better customer outcomes

Build the right workflow to deliver top-notch experiences and get customers the results they deserve. Route customer calls to the right agents and offer queue call-backs. Speed up outbound dialing or trigger pre-recorded voicemails. Switch seamlessly between voice, video, SMS*, and chat.

Improve performance with data on demand

Get insights into team productivity and gauge customer satisfaction. See call analytics and stats like total talk time and wait time. Customize dashboards by agent or team. Find performance patterns and trends you can use to improve.

Maintain a contact center without the headaches

Whether you have an IT team or you’re doing it yourself, GoTo Contact Center makes admin easy. Configure call flows with drag-and-drop dial plan editor, assign access permissions, and make changes in a single, streamlined admin portal.

A contact center solution for the entire team

GoTo Contact Center helps everyone do their best work, wherever they’re working from.

For SUPERVISORS 

Meet expectations and get results

  • Make informed business decisions with real-time analytics and reports
  • Coach agents and improve interactions with listen and whisper modes, plus call recording
  • Reduce hold times with callback queues
  • Improve call resolutions with intelligent call routing

For AGENTS

Save time and work smarter

  • Reduce idle time and increase active talk time with pre-recorded voicemail
  • Improve productivity and accelerate sales calls with outbound dialer
  • Switch seamlessly between voice, video, chat, and SMS – whatever your customers prefer
  • View performance and KPIs with customizable agent dashboards

For ADMINS

Build your perfect workflow

  • Easily configure call flows with a drag-and-drop visual dial plan editor
  • Easily integrate your CRM for up-to-date customer info and insights
  • Ease the IT admin burden by assigning permissions across team members
  • Configure multi-channel setup for voice, video, chat, and SMS

Contact center features built for better engagement

Improve customer experiences with a powerful cloud contact center.

KEY FEATURES FOR

AGENTS

SUPERVISORS

IT ADMINS

REPORTING AND ANALYTICS

MAINPre-saved messages
Save time with pre-recorded voicemails and pre-saved texts.

Outbound dialer
Automate sales calls and speed up your process with an outbound dialer.

Voice, video, chat, SMS & social
Switch seamlessly between channels and meet customers how they prefer.

Agent dashboards
View KPIs, total talk time, hold time, assigned queue status, and more.

Real-time analytics and reporting
Make informed decisions with daily, weekly, and up-to-the minute stats.

Intelligent call routing
Improve first call resolutions and direct callers to the right place.

Callback queues
Reduce hold times and let customers keep their place in line.

Call Monitoring
Coach agents on interactions with listen, whisper, and barge modes.

Multi-channel setup
Configure multi-channel setup for voice, video, chat, SMS and social.

Visual dial plan editor
Configure call flows with a drag-and-drop editor – no technician needed.

Interactive Voice Response (IVR)
Let callers choose the service they need with easy voice prompts.

Unified Admin Portal
Manage contact center and phone system settings in a single place.

  • Total calls over time
  • Caller summary & details
  • Calls by outcome
  • Average time in queue
  • Agent availability
  • Pause time by agent
  • Talk time & call volume trends
  • Talk time spent
  • Calls answered
  • Queue calls transferred by agent (percentage)
  • Total chat conversations and results
  • Export to CSV, PDF, PNG
MORE
  • SMS queues
  • Webchat
  • Chat history and tagging
  • Audio chat notifications
  • Flip from chat to call/meeting
  • Queue drill-down & real-time metrics
  • Pre-saved audio and text messages
  • Co-browsing (Live Guide)
  • Pre-call announcement
  • End wrap-up
  • Customizable real-time dashboards
  • Agent view
  • End wrap-up
  • Call queue management and drill-down
  • Chat queue management
  • Queue status notifications
  • Campaign management & drill-down
  • Call waiting & management (pick up, transfer, and hold)
  • Missed call details & re-dialer
  • Intelligent call routing
  • Skill assignment
  • Call queue overview & management
  • Chat queue overview & management
  • Queue priority management
  • Campaign overview & management
  • Tag management
  • Pause reasons
  • Ability to assign permissions
  • Pre-saved text messages
  • And much more!

Find a plan that fits your business

Exact pricing is based on your business needs. Ask us for a quote.

Core

Complete

The essential features: IVR, queues, web chat, Facebook integration, and standard reporting.

Everything Core has, plus advanced reporting and management capabilities.

Get GoTo Contact Center Pricing

To receive GoTo Contact Center price, please send us a message >