GoTo Launches Connect CX to Target SMB Customer Experience Market

Communications and IT management vendor GoTo has announced their new offering, GoTo Connect CX, following several months that added over 40 products to the GoTo portfolio. GoTo Connect CX pairs customer communication tools with traditional phone system services to bundle end-to-end customer experience needs for SMBs.

GoTo believes this launch addresses a pain point in the market for SMBs who encounter “costly and fragmented capabilities that leave them ill-equipped to meet rising customer expectations,” according to the press release.

“With GoTo Connect CX, we’ve taken the best of our communications tools and combined them for an unmatched value, opening the door for growing businesses to access this technology,” said Olga Lagunova, chief product and technology officer at GoTo.

GoTo Connect CX pulls from multiple products already within the GoTo Connect linecard to help SMBs address customer needs and opportunities through phone, email, and more.

Highlights of the offering, according to GoTo, include:

• Multichannel customer communications through platforms including WhatsApp, SMS, web chat, Facebook, and Instagram, with the ability to schedule SMS outbound campaigns with an AI assistant.
• Shared inbox for two-way customer communication SMBs can efficiently manage.
• Integrations with Microsoft Dynamics, Salesforce, Zoho, HubSpot, ServiceNow, Zendesk, and more.
• GoTo’s business phone, meeting, and messaging platform with features including an Attendant Console, 99.999% uptime, and a unified admin system.

GoTo Connect CX also features the new AI assistant GoPilot, which GoTo says can provide  “actionable reporting insights from every customer interaction, enabling data-driven business decisions with AI Call Summaries and AI Call Transcriptions.”

GoTo is highly active in the channel, particularly among service providers who work with SMB clients. Their GoTo Resolve for MSPs platform supports MSP help desk needs and addresses IT automation and management issues.

GoTo Connect CX is available now for active and potential customers.

MSPs and other channel partner businesses support clients in many industries. Read more about outsourced IT in legal, construction, manufacturing, and healthcare.