Enhancements equip GoTo Connect with AI-driven customer interaction workflows, actionable customer data, and new tech integrations, enabling businesses to improve their customer experience

GoTo, a leader in IT management, support, and business communications, has announced over 40 enhancements to its GoTo Connect portfolio. These new innovations aim to revolutionize customer experiences by streamlining communication, unifying technology tools, and leveraging data analytics to simplify workflows.

1. Enhancing Customer Experience with Advanced Analytics

• AI Topic Flags: Track and analyze key conversation topics using advanced speech analysis in GoTo Connect Contact Center to identify trends and improve customer interactions.
• Enhanced Call Reports: Access searchable call transcripts, multi-tiered permission levels, and simplified resolution reporting to gain deeper insights into call performance.
• Agent Performance Training: Utilize comprehensive reports to analyze call failures, handle times, and workload, optimizing agent performance and training.

2. Automating Workflows for Effortless Communication

• WhatsApp Integration: Engage with customers through WhatsApp within GoTo Connect’s multichannel inbox, supporting text, images, videos, and voice messages.
• AI-Driven Text-to-Speech: Generate polished sound clips from scripts in 90 languages with 11 background music options using AI technology.
• Real-Time Closed Captioning: Improve meeting accessibility with real-time audio transcriptions in GoTo Meeting, converting audio to text.
• Personalized Screen Pop: Access relevant caller information instantly with screen pop during voice calls, enhancing efficiency.

3. Unifying Technology Tools for Efficiency

• Zendesk Integration: Maintain seamless conversation histories and customer data within GoTo Connect while engaging through preferred channels.
• ServiceNow Integration: Streamline workflows and enhance team collaboration with a complete view of customer needs.
• Additional Integrations: GoTo Connect now supports Sugar CRM, Pipedrive, Freshsales, and Freshdesk for improved customer interaction and unified communication.

4. Upgrading Webinars with GoTo Webinar

• New GoTo Webinar Standard: Host and manage virtual events with customizable layouts, breakout rooms, and real-time audience reactions.
• Mobile Webinars: Conduct webinars on mobile and desktop devices through the updated GoTo application.
• Interprefy Integration: Offer real-time multilingual interpretation in GoTo Webinar using Interprefy’s technology.

GoTo’s latest updates to the GoTo Connect and GoTo Webinar platforms underscore their commitment to enhancing customer experiences through seamless communication, advanced analytics, and unified technology tools. These 40+ new features and integrations are designed to simplify workflows, improve interactions, and leverage data for better business outcomes.