Contact center features built for
better engagement
Improve customer experiences with a powerful cloud contact center.
More agent features:
- SMS queues
- Webchat
- Chat history and tagging
- Audio chat notifications
- Flip from chat to call/meeting
- Queue drill-down & real-time metrics
- Pre-saved audio and text messages
- Co-browsing (Live Guide)
- Pre-call announcement
- End wrap-up
![View of Customer Support Chat Queue and Call Queues, with ability to set agent status.](/-/media/images/url/ucaas/contact-center/features/story-text-image-1.png?h=980&w=1350&la=en&hash=26CAA2A77C6B2D38AB8503B498CCC4B0)
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Real-time analytics and reporting
Make informed decisions with daily, weekly, and up-to-the minute stats. -
Intelligent call routing
Improve first call resolutions and direct callers to the right place. -
Callback queues
Reduce hold times and let customers keep their place in line. -
Call Monitoring
Coach agents on interactions with listen, whisper, and barge modes.
More supervisor features:
- Customizable real-time dashboards
- Agent view
- End wrap-up
- Call queue management and drill-down
- Chat queue management
- Queue status notifications
- Campaign management & drill-down
- Call waiting & management (pick up, transfer, and hold)
- Missed call details & re-dialer
![Viewing call queue analytics and the queue overview dashboard](/-/media/images/url/ucaas/contact-center/features/story-text-image-2.png?h=900&w=1350&la=en&hash=2DF318D3D0C1AD7EECB433811F829482)
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Multi-channel setup
Configure multi-channel setup for voice, video, chat, SMS and social. -
Visual dial plan editor
Configure call flows with a drag-and-drop editor – no technician needed. -
Interactive Voice Response (IVR)
Let callers choose the service they need with easy voice prompts. -
Unified Admin Portal
Manage contact center and phone system settings in a single place.
More admin features:
- Intelligent call routing
- Skill assignment
- Call queue overview & management
- Chat queue overview & management
- Queue priority management
- Campaign overview & management
- Tag management
- Pause reasons
- Ability to assign permissions
- Pre-saved text messages
- And much more!
![Creating a dial plan in GoTo Contact Center using features like Simple Dial, Auto Attendant, Schedule and more.](/-/media/images/url/ucaas/contact-center/features/story-text-image-3.png?h=996&w=1350&la=en&hash=BDC790E93B9CC16462EEBDFDDE458222)
- Total calls over time
- Caller summary & details
- Calls by outcome
- Average time in queue
- Agent availability
- Pause time by agent
- Talk time & call volume trends
- Talk time spent
- Calls answered
- Queue calls transferred by agent (percentage)
- Total chat conversations and results
- Export to CSV, PDF, PNG
![Supervisor dashboard view in GoTo Contact Center on desktop, displaying agent status, logged in agents, average handle time, total talk time, queue overview, waiting callers, and more.](/-/media/images/url/ucaas/contact-center/features/story-text-image-4.png?h=956&w=1350&la=en&hash=777042D5853C4D87CAC3B339B6DC0A74)