GoTo Connect Call Center Software Review & Demo | Automotive & Healthcare Niche

Your company has a small call center and you want a call center software solution on the same platform as your phone system, but you are not quite ready for an expensive full contact center solution.

In this video, I give you my full review and demo of GoTo Connect’s call center software, including both their CX and contact center tiers, their dedicated automotive and healthcare industry products, and why it is a particularly strong fit for automotive companies, healthcare companies, and small to medium size businesses.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your company has a small call center and you want a call center software solution on the same platform as your phone system, but you are not quite ready for an expensive full contact center solution with features you will never use.
In this video, I give you my full review and demo of GoTo Connect’s call center software, including both their CX and contact center tiers, and tell you why it is a particularly strong fit for automotive companies, healthcare companies, and small to medium size businesses in general.

Want a quote on GoTo Connect’s call center software for your company? Ask me today.

My Recommendation

If this video sparks your interest in GoTo Connect and your company has a small call center, send me an email or give me a call at 714.593.0011. Do not contact GoTo Connect directly. I will connect you with the team I have vetted and worked with for years over there, the same team that helped me put together the footage for this demo. You will get better service and better pricing than calling in on your own. I am a broker for all the major cloud call center software solutions and phone system solutions in the marketplace, I have been doing this for over 20 years, and it will not cost your company anything. Join the thousands of other companies who have used me to help their company make a better decision in a fraction of the time. Also do not forget to subscribe to the YouTube channel and go check out AeroComInc.com.

GoTo Connect’s Background

Years ago, GoTo Connect acquired Jive Communications, a popular cloud phone system at the time. For once, an acquisition actually made the platform better rather than worse, and GoTo Connect has built a solid reputation since.

Call Center Software Is Only Sold as an Add On

The most important thing to understand upfront is that GoTo Connect’s call center software is only sold as an add on to their cloud phone system. You cannot purchase it as a standalone solution. That immediately tells you who this is built for: companies that want their phone system users and call center agents on the same platform so they can see each other’s presence and transfer calls seamlessly. A good average company profile to picture here is 100 to 200 phone system users with 5 to 30 call center agents. If your company needs a large, highly advanced standalone call center solution, this is probably not the right fit, and I have other videos covering more advanced standalone platforms.

Two Tiers: CX and Contact Center

Think of GoTo Connect as three layers. Their base phone system, then the CX platform which adds moderately advanced call center features, then the full contact center platform which adds even more.

The CX Platform: Stage One of Call Center Software

The CX tier is built for companies that currently just use a regular phone system for their call center and want a step up without jumping straight into a 100 dollar per user full contact center solution. It adds AI call transcripts and summaries, AI sentiment analysis, AI topic detection across all calls over a given period, post call surveys, a shared inbox for SMS, web chat, and other digital channels, SMS text campaign capability, and a set of plug and play integrations with popular business software.

Shared Inbox

One of the most popular reasons companies upgrade to CX is the shared inbox. It consolidates SMS, web chat, and other digital channels into the same queue as phone calls, giving agents and supervisors full visibility instead of juggling separate disconnected apps. Incoming messages can route to a shared inbox for any available agent to claim, or route automatically to whoever has handled the fewest messages. Agents get access to customizable, bilingual pre-written responses to save time, and every closed conversation can be reopened later if needed.

SMS Campaigns

The CX platform also supports outbound SMS campaigns. You can build a manual message or use a template, add links and variables, preview exactly how it will look on a mobile device, select recipients from a group or your contact list, schedule the send with business hours restrictions, and review full campaign performance stats afterward.

Industry Specific CX Products: Automotive and Healthcare

GoTo Connect has built dedicated CX products for the automotive and healthcare industries, each with meaningful industry specific features layered on top of the standard CX capabilities.

The automotive CX platform adds seven years of call recording retention, which matters for dealership compliance, pre built reports tailored to what automotive businesses actually want to see, and plug and play integrations with CDK, X Time, HubSpot, Teams, PBS systems, RD Station, Capsule, ConnectWise, Dealer Track, Dealer Socket, Fresh Desk, Fresh Sales, Fresh Service, Drive Centric, Pipedrive, Salesforce, ServiceNow, VIN Solutions, and more.

The healthcare CX platform includes a BAA for HIPAA compliance, AI powered appointment scheduling and rescheduling, and plug and play integrations with Athena Health, eClinicalWorks, Epic, HubSpot, Labor Edge, Oracle Health, Advanced MD, ModMed, RD Station, Nextech, Salesforce Health Cloud, NextGen Healthcare, and more, each including AI call logging, click to call, screen pops, and contact sync. Healthcare customers can also add a survivability appliance, which keeps internal calling functional even if the building loses internet connectivity, a meaningful feature for hospitals and emergency clinics.

The Contact Center Platform: Stage Two

For companies that want to go beyond CX, GoTo Connect’s full contact center solution adds an agent dashboard, intelligent and skills based routing, callback in queue with position announcements, call dispositions, monitor, whisper, and barge capability, an outbound dialer, and email as a digital channel, which is not included at the CX tier.

Agent and Supervisor Experience

The agent dashboard lets agents toggle in and out of any assigned queue with a simple switch and filter their view by call queue, outbound campaigns, or digital inbox. The supervisor dashboard gives a live view of active calls with the ability to listen silently, whisper feedback to the agent, or barge in directly, along with live call transcription and customizable wallboards. GoTo Connect has clearly put real effort into keeping every layer of their platform simple and intuitive.

AI Quality Management

GoTo Connect’s AI quality management module automatically scores every single call rather than relying on a supervisor manually sampling a handful of recordings. By default it uses 20 configurable questions to determine a call score, covering things like whether the agent used slang or whether the call reached resolution. Because every call gets scored rather than a small sample, supervisors get a far more accurate read on agent performance and team trends.

Admin Controls

The contact center admin dashboard gives a clean overview of agents, supervisors, admins, call queues, and digital queues. Clicking into a specific queue lets you adjust settings with simple toggles, assign and view supervisors, and manually log agents in or out. General settings let you assign skills, create pause reasons, and build pre written message templates.

Analytics

GoTo Connect’s analytics portal covers agent performance, call reports, message reports, and quality evaluations. Agent performance analytics include handle time comparisons, call volume comparisons, and percentage of calls answered. Queue level analytics show the most common topics detected by AI along with customer sentiment for each one, and you can drill into individual calls to see the AI summary, quality score, sentiment, and full cradle to grave reporting all the way through to call completion.

Abandoned call analytics are especially deep, showing abandoned calls by external number, letting you drill into every call from a specific number, listen to the recording, and review the full AI summary and cradle to grave detail for that abandoned interaction. Missed call analytics cover calls that simply rang without ever being answered.

Two Things I’ve Learned Working With GoTo Connect Over the Years

First, genuinely every person I have worked with at GoTo Connect has been a normal, down to earth, transparent person to deal with, never overly salesy, always responsive when I have a customer issue. In my experience, that kind of consistency across an organization usually reflects strong leadership at the top, and it gives me real confidence in the company.

Second, GoTo Connect stands alongside Zoom as one of the only providers in the industry that does not charge the extra cost recovery and E911 fees most competitors tack on, typically adding up to about 5 dollars per user per month. That alone makes their solution less expensive than most of the field before anything else is considered.

When Is GoTo Connect’s Call Center Software the Right Fit?

GoTo Connect’s call center solutions are a particularly strong fit for automotive companies, healthcare companies, and small to medium size businesses with smaller call centers, generally under 100 agents, that want their phone system and call center software on the same unified platform. It is also a strong fit for companies that do not need highly advanced features like gamification or deep workforce management and simply want a straightforward, well built solution without unnecessary complexity.

Want a Quote on GoTo Connect?

If this sparks your interest, send me an email or give me a call at 714.593.0011. Do not contact GoTo Connect directly. I will connect you with the same vetted team I have built a relationship with over the years, and you will get significantly better pricing and service than reaching a random salesperson on your own. I am a broker for all the major cloud contact center solutions in the marketplace, I have been doing this for over 20 years, and GoTo Connect and every other provider I work with pays my broker fee, so it costs your company nothing. Don’t forget to subscribe to the YouTube channel and check out AeroComInc.com. Thanks for watching. I will catch you on the next one.