Contact Center – C&M Executive

Modernize your business

with GoTo's contact center software

Specifically designed to support your agents, the contact center solution provides strategic data to supervisors and optimizes operational efficiency.

Supervisor's View

Always have insight into your agents’ performance, control and improve team productivity, and be a benchmark in customer service quality.

Some of the features

Make strategic decisions with real-time insights for greater accuracy.
Guide agents and enhance interactions using Monitoring and Suggestion modes, along with call recording functionality.
Reduce inactivity and increase productive service time using pre-recorded voice messages.
Easily switch between voice, video, chat, SMS, and other options according to the customer’s preference.
Monitor performance and KPIs through customizable dashboards for agents.
Create call flows using a visual dialer editor with drag-and-drop functionality.
Easily connect the solution to your CRM to access updated customer information and insights.

Benefits for management

Understand every aspect of the customer journey you provide and elevate your team’s performance across all service channels.

Easily develop and monitor experiences across all channels, all in one platform for contact center managers.
High-level features, various integrations, and an AI-powered contact center software designed to maximize the efficiency of every agent.
Improve team performance with advanced analytics, real-time reports, key performance indicators, and customized dashboards for supervisors and managers.

Agent's View

A complete tool for the operator to perform above average.

Simplified

Omnichannel Experience

To meet customer demands, it’s essential to respond quickly on the channel they prefer, even if the conversation started on another channel. You can connect with customers via phone, email, chat, social media, webchat, WhatsApp, and more, providing fast, personalized, and effective interactions.

Refine and monitor

every step of the user journey

With the intuitive drag-and-drop dial plan editor, you can easily adjust the customer journey.

Full access to history and contact details allows your team to have the ideal context to pick up unfinished conversations naturally and smoothly.

Leverage advanced analytics and real-time reports to optimize this journey. Gain a broad overview or dive into specific conversations, using AI to find and consolidate valuable insights.

Enhance team performance

reduce inactivity

Use our powerful management tools to align people and technology, creating an agile and highly efficient work environment. Boost team performance with call monitoring and support (listening, whispering, and intervention modes), customizable dashboards for agents, and quality management features.

Achieve

superior results

Deliver high-quality service with an AI-powered contact center solution. Quickly identify customer emotions during interactions to detect potential support issues, and accelerate conversation analysis with sentiment scores and summaries automatically generated by AI.

Custom Integrations

Exclusive Experiences

Optimize your workflows by connecting with the existing tools in your business, eliminating data silos and minimizing manual tasks. With a comprehensive set of APIs, you have full freedom to customize and adjust solutions according to your needs.

Simplify

setup and management

Implement an efficient customer support solution without unnecessary complications. Build call flows easily with a drag-and-drop dial plan editor, manage access permissions, and make adjustments in a centralized admin portal.

Additionally, you can unify everything with a single provider — one invoice and the highest-rated support by customers themselves — saving significant time and resources.

Need help?

Contact us

We have a team of specialists ready to answer your questions.

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