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What is an omnichannel contact center?

An omnichannel contact center consolidates customer interactions from multiple channels using cloud-based software.

It seamlessly integrates customer conversations across channels like chat, phone, email, SMS, and social media into your customer relationship management system (CRM), providing agents with a comprehensive view of each customer's interaction history.

Customers won't need to repeat themselves with an omnichannel contact center solution. Agents can instantly access past interactions and self-service chats to deliver quick and personalized support.

Highlighting seamless integration of customer communication across multiple channels: chat, phone, email, SMS, and social media into a CRM system, enabling agents to access interaction histories and provide personalized support efficiently.

GoTo Contact Center equips your business with everything you need to provide high-quality omnichannel customer support.

Enhance agent productivity by automating routine tasks like call summaries and message responses. Real-time sentiment analysis allows supervisors to intervene when necessary, reducing handling times.
An agent utilizing the GoTo Contact Center platform, which features all-in-one communication tools, AI-driven insights for task automation and sentiment analysis, seamless integrations with third-party software, and a unified admin portal for streamlined management and productivity.
GoTo Contact Center integrates with your favorite tools such as Salesforce, HubSpot, and Microsoft Dynamics, eliminating data silos and streamlining workflows for maximum efficiency.
An agent utilizing the GoTo Contact Center platform, which features all-in-one communication tools, AI-driven insights for task automation and sentiment analysis, seamless integrations with third-party software, and a unified admin portal for streamlined management and productivity.
Supervisors and managers have all the tools they need for rich analytics, reporting, and dashboards, all in one place to stay in control.
An agent utilizing the GoTo Contact Center platform, which features all-in-one communication tools, AI-driven insights for task automation and sentiment analysis, seamless integrations with third-party software, and a unified admin portal for streamlined management and productivity.

Your customers deserve an exceptional experience, no matter how they choose to connect.

Seamless customer experiences
From phone calls to chats, emails, and social media, customers can effortlessly connect through their preferred channels. Shared dashboards allow agents to access interaction histories, ensuring personalized and hassle-free support.
Depicting interaction summaries and sentiment analysis dashboards that help agents review customer call history across phone calls, chats, emails, and social media for seamless and personalized customer support.
Showcasing detailed call reports, analytics, and historical data, highlighting how agents can use customer insights to deliver personalized experiences, resolve issues faster, foster loyalty, and turn customers into advocates.
Improved customer retention
Agents can access customers' contact history and data to provide personalized interactions and faster resolutions, encouraging repeat business. These tailored and consistent experiences can help turn delighted consumers into your greatest advocates.
Increased agent efficiency
Omnichannel contact center software optimizes processes by consolidating communication channels into a single platform. Agents can address issues faster when they don't have to switch between tools or systems, which helps lower average handling times (AHT).
Showcasing a consolidated omnichannel platform that integrates communication tools like WhatsApp, Facebook, Instagram, and webchat into one interface, enabling agents to resolve issues quickly and lower average handling times.
Displaying insights and analytics tools that capture customer behaviors, reveal trends, and identify opportunities to refine processes, optimize strategies, and enhance customer experiences.
Data-driven decisions
Every interaction in every channel generates valuable data. These insights reveal trends, customer preferences, and opportunities for improvement. Leverage powerful analytics to enhance processes, refine strategies, and create innovation-driven customer experiences.

Omnichannel contact center software ensures your customers are never out of reach.

  • Voice calls: Smart call routing sends calls to multiple phones in a specific sequence, so an agent is always able to respond.
  • SMS / Email: Shared inbox allows team members to see and respond to any messages within a shared contacts list.
  • Webchat: Allows agents to communicate with customers directly from your website.
  • Facebook & Instagram: Engage with your audience on their favorite social media platforms from one central place.
  • WhatsApp: Manage interactions within one unified inbox.
Features of GoTo Contact Center software integrating voice calls, SMS/email, webchat, Facebook, Instagram, and WhatsApp into one platform for seamless communication across customer touchpoints.

GoTo Contact Center goes beyond omnichannel communication.

Everything you need to provide personalized support, including:

  • call_monitor

    Call Monitoring

    Coach agents and boost performance with Listen, Whisper, and Barge modes.
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  • Interactive Voice Response

    Improve efficiency with a simple and seamless self-service call experience.
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  • Intelligent Call Routing

    Improve first-call resolutions by automatically directing callers to the right place.
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  • Analytics

    Track call volumes and agent performance in real-time to make data-driven decisions.
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  • laptop_gear

    Unified Admin Portal

    Manage contact center and phone system settings in a single dashboard.
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  • flowchart

    Visual Dial Plan Editor

    Configure call flows with a drag-and-drop editor—no fancy IT needed.
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See what customers are saying about GoTo Connect

Frequently Asked Questions

Yes, its cloud-based nature allows remote agents and teams to stay connected and access customer information from anywhere, ensuring consistent service regardless of location.
Yes, GoTo Contact Center's omnichannel software enables agents to manage multiple chats, calls, or messages at the same time using a unified platform. Intelligent call routing and real-time updates allow agents to provide real-time and tailored service even when handling several conversations simultaneously.
Absolutely! Omnichannel contact center software enables small businesses to manage customer interactions in different channels without needing extensive resources or huge teams. With streamlined communication processes and improved customer support, small businesses can match or exceed the customer service offered by larger companies.

Seamless communication. Unified interactions.

Experience best-in-class communications with an omnichannel contact center solution.

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