(CCaaS) Call Center as a Service

At GoTo, we help growing businesses discover their untapped potential. From centralized communication channels to advanced analytics for better business outcomes, contact center is tailor-made for small- to medium-sized businesses. Reach out to Telesystems LLC Representative for a free demo.

Call Center as a Service

Key features for IT admins:

  • Easily configure your call flows using our visual dial plan editor without having to pay a technician and reduce costs.

  • CRM integrations to give your staff access to

  • the most up-to-date customer information and

  • arm them with the insights they need to improve

  • customer interactions.

  • Assign permissions to different staff, supervisors

  • or business owners, along with access to certain

  • data or tools to ease the IT admin burden.

  • Multi-channel set up for voice, video, chat, social

  • and SMS to allow staff to switch to different

  • modes of communication depending on customer

  • preference and to improve time effectiveness.

Key features for supervisors:

  • Daily, weekly and realtime analytics & reports highlighting call stats, staff performance & summary, goal measurement, missed calls, etc. to help the business make informed decisions.

  • Intelligent call routing to ensure the customers are directed to the right people for assistance and improve your first call resolutions.

  • Queue callback setup to allow customers to hang up, keep their place in the queue with a callback once the staff is free which will further reduce hold times.

  • Coaching assistance with listen, whisper, barge and call recording functionality to help improve customer interactions.

Key features for staff:

  • Omni-channel customer information allows staff to link a chat conversation to a contact and gain access to a historical view of the contact’s conversations ensuring accurate customer data is always available.

  • Pre-recorded voicemail and pre-saved texts allow staff to leave a preprogrammed message to increase their talk time with live customers and reduce idle time.

  • Outbound dialer to automate and accelerate sales calls. Without having to locate and input contact details, improving staff effectiveness and productivity.

  • Co-browsing allows staff to gain access to see exactly what the customer is seeing with video and voice, seamlessly and securely to improve customer satisfaction and staff efficiency.

AI Optimization

AI Optimization:

For businesses looking to significantly improve efficiency and personalization, GoTo’s AI Optimization add-on modernizes contact center operations and enhances customer satisfaction through an intelligent, data-driven solution.

Interaction Summaries Smart insights and swift actions

Harness the power of AI to elevate productivity and quality management by receiving instant post-call summarization and call notes, reducing wrap-up time and average handling time (AHT).

Benefits

  • Enables agents to continue to the next customer interaction, increasing productivity and shortening hold time

  • Improves visibility into customer interactions so that other agents or supervisors know what happened on previous call(s)

Supervisor Recovery Improve the customer experience in real time

Proactively boost customer satisfaction with instant alerts for negative sentiments, empowering supervisors to intervene seamlessly to enhance the overall conversation, maintain customer loyalty, and achieve first contact resolution (FCR).

Benefits

  • Increase CSAT ratings by quickly improving the customer’s experience and striving toward first contact resolution (FCR)

  • Give confidence to agents that they can be fully supported right when they need it

    Sentiment & Topic Detection Turn call data into actionable insights

    Master the complexities of the customer experience through historical intent and sentiment trending, unlocking valuable insights for continuous customer satisfaction (CSAT) improvement.

    Benefits

  • Analyze why customers are calling in and how they feel to uncover systemic trends that can be acted upon to improve customer experiences

  • Identify and resolve the most critical pain points for customers to improve CSAT and create happier, more loyal customers