The company’s contact center solutions enable businesses to engage with their customers through multiple channels and built-in IT support.

Claudia Adrien

March 1, 2022

2 Min Read
Call Center Contact Center

GoTo just introduced its new contact-center-as-a-service (CCaaS) solution within GoTo Connect. It’s the company’s first new product since rebranding from LogMeIn last month.

GoTo says its contact center as a service can improve the customer experience and support employees. It aims to enable secure customer and prospect engagement through multiple channels. Built in the new GoTo application, GoTo designed the new offer for SMBs. While offering customer-facing staff flexibility, it also lets users access an employee IT management and support offering for free with the recently launched GoTo Resolve.

With many traditional contact center services too expensive and complicated for SMBs, GoTo says its CCaaS is easy to deploy, manage, update and scale.

Here’s our most recent list of new products and services that agents, VARs, MSPs and other partners offer.


GoTo’s Paddy Srinivasan

Paddy Srinivasan is chief product and technology officer at GoTo.

“At its core, GoTo aims to make remote work easy and affordable for all companies, no matter their size. That is what we have done by expanding GoTo’s Contact Center options to meet more customers engagement needs,” Srinivasan said. “Gone are the days of SMBs feeling like costly and overly complicated contact centers are out of their reach. We believe that small businesses especially can benefit from the ability to engage with their customers across a variety of channels. With GoTo’s new Contact Center we are enabling just that with a simple, easy to deploy, and affordable contact center solution.”

Meeting The Needs of SMBs

The GoTo Contact Center solution has evolved to meet the needs of SMBs with updates including:

  • Available remote support capabilities: GoTo’s support products, including the all new GoTo Resolve, complement GoTo Connect’s capabilities. Customer-facing teams now have access to the support tools they need from a single provider. ​

  • Multiple channels: Customers and customer representatives can now interact via a variety of channels. These include voice, video meetings, SMS, web chat and social.

  • Advanced analytics: Real-time analytics help leaders understand business and customer representative performance in a centralized location. This helps them make better business decisions and monitor progress toward daily, weekly and longer-term customer goals.

  • Time-saving features: Features that make customer-facing teams more productive. These include outbound dialer to accelerate the speed of sales calls. Prerecorded voicemails that automatically play while moving on to the next call can also help with productivity. Customer features such as queue callbacks give back time to customers and create better experiences.

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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