GoTo Connect Features

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 903 GoTo Connect reviews and verified by the G2 Product R&D team. Enables users to place phone calls over the internet.

Based on 394 GoTo Connect reviews and verified by the G2 Product R&D team. Enables users to place video calls over the internet.

Based on 446 GoTo Connect reviews and verified by the G2 Product R&D team. Enables users to send instant messages over the internet.

Based on 382 GoTo Connect reviews and verified by the G2 Product R&D team. Enables users to share screens over the internet.

Based on 648 GoTo Connect reviews and verified by the G2 Product R&D team. Enables multiple users to make phone or video calls over the internet at once.

Based on 735 GoTo Connect reviews and verified by the G2 Product R&D team. Enables users to contact one anothers through mobile phones and landlines.

Based on 729 GoTo Connect reviews and verified by the G2 Product R&D team. Offers users the option to play music for contacts who are on hold.

Based on 688 GoTo Connect reviews and verified by the G2 Product R&D team. Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.

Based on 777 GoTo Connect reviews and verified by the G2 Product R&D team. Offers users a unique number that can be dialed from anywhere.

Based on 476 GoTo Connect reviews and verified by the G2 Product R&D team. Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365.

Allows users to download the tool along as an extension to their browser of choice. This feature was mentioned in 502 GoTo Connect reviews.

Based on 505 GoTo Connect reviews and verified by the G2 Product R&D team. Requires users download the software on its own.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Based on 29 GoTo Connect reviews. Software incorporates multiple digital communications channels.

As reported in 29 GoTo Connect reviews. Allows incorporation of inbound contacts from non-marketing channels.

Based on 28 GoTo Connect reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides voice call functionality. 19 reviewers of GoTo Connect have provided feedback on this feature.

Provides an interface for one or more social media channels. This feature was mentioned in 16 GoTo Connect reviews.

Includes or integrates with live chat initiaited from the company's web site. 18 reviewers of GoTo Connect have provided feedback on this feature.

Accepts contacts initiated through SMS or other mobile text functions. This feature was mentioned in 17 GoTo Connect reviews.

As reported in 16 GoTo Connect reviews. Allows CSRs to receive and answer customer emails.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Presents information about the individual being called before the call begins. This feature was mentioned in 11 GoTo Connect reviews.

Based on 10 GoTo Connect reviews. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Allows a supervisor to listen to a call and train in real time. 11 reviewers of GoTo Connect have provided feedback on this feature.

As reported in 11 GoTo Connect reviews. Reschedules calls within the software itself, either through a prompt or by the agent themselves.

As reported in 11 GoTo Connect reviews. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Based on 10 GoTo Connect reviews. Decides response type by determining if voice is a human response or an answering machine.

As reported in 11 GoTo Connect reviews. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Ability to edit documents directly in the platform. This feature was mentioned in 54 GoTo Connect reviews.

As reported in 53 GoTo Connect reviews. Recipients can electronically sign documents when they are sent.

Ability to store an unlmited amount of faxes. This feature was mentioned in 56 GoTo Connect reviews.

Based on 61 GoTo Connect reviews. Chose between a local, international or toll-free number to send faxes from.

Integrate your existing fax number with the software. 58 reviewers of GoTo Connect have provided feedback on this feature.

Send a fax from the platform, a mobile app, or an email account. This feature was mentioned in 58 GoTo Connect reviews.

Based on 58 GoTo Connect reviews. Ability to send an unlmited amount of faxes from your account.

Ability to store and manage your addess book within the platform. This feature was mentioned in 55 GoTo Connect reviews.

Recieve notifications of new faxes on any platform. This feature was mentioned in 57 GoTo Connect reviews.

Allows planning and deployment of an overall communications strategy. This feature was mentioned in 29 GoTo Connect reviews.

Based on 25 GoTo Connect reviews. Includes or integrates with content creation apps.

Outbound communications are segmented and personalized. 26 reviewers of GoTo Connect have provided feedback on this feature.

Based on 28 GoTo Connect reviews. Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 28 GoTo Connect reviews.

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 20 GoTo Connect reviews.

Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 17 GoTo Connect reviews.

As reported in 17 GoTo Connect reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones. 15 reviewers of GoTo Connect have provided feedback on this feature.

As reported in 16 GoTo Connect reviews. Has auto dialing or predictive dialing functions for outbound use.

As reported in 16 GoTo Connect reviews. Includes an interactive phone menu.

Populates CSR's screen with available customer data. This feature was mentioned in 15 GoTo Connect reviews.

As reported in 15 GoTo Connect reviews. Maintains and shares information across channels and agents as the case progresses.

Based on 81 GoTo Connect reviews and verified by the G2 Product R&D team. Includes a way to easily share files between users.

Based on 108 GoTo Connect reviews and verified by the G2 Product R&D team. Allows multi-participant phone conferences.

Based on 95 GoTo Connect reviews and verified by the G2 Product R&D team. Can host video conferences.

Based on 100 GoTo Connect reviews and verified by the G2 Product R&D team. Contains its own IP telephony system.

Based on 13 GoTo Connect reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. This feature was mentioned in 20 GoTo Connect reviews.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 19 GoTo Connect reviews.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. 15 reviewers of GoTo Connect have provided feedback on this feature.

Based on 15 GoTo Connect reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs. 12 reviewers of GoTo Connect have provided feedback on this feature.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. 19 reviewers of GoTo Connect have provided feedback on this feature.

Based on 20 GoTo Connect reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Based on 48 GoTo Connect reviews. Contains PBX & VoIP softphone that can be used within the VoIP business system.

Manages incoming calls with features such as call forwarding, transferring, and routing. 50 reviewers of GoTo Connect have provided feedback on this feature.

As reported in 48 GoTo Connect reviews. Supports real-time network monitoring via dashboards and alerts to identify and resolve issues.

As reported in 49 GoTo Connect reviews. Enables integrations with communication and CRM platforms.

As reported in 46 GoTo Connect reviews. Provides compatibility with both hosted and virtual PBX solutions.

Based on 46 GoTo Connect reviews. Supports SIP trunking services for local and long-distance calls.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Based on 24 GoTo Connect reviews. Capability to perform complex tasks without constant human input

Based on 23 GoTo Connect reviews. Works across multiple software systems or databases

As reported in 23 GoTo Connect reviews. Improves performance based on feedback and experience

Based on 23 GoTo Connect reviews. Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.