Latest news with #DamonCovey
Yahoo
06-05-2025
- Business
- Yahoo
GoTo Unveils 100+ Next-Gen Omnichannel and AI Features to Elevate Communications for SMBs
Latest GoTo Connect advancements deliver a powerful unified inbox, new mobile features, and practical AI capabilities for enhanced productivity and customer interactions BOSTON, May 06, 2025--(BUSINESS WIRE)--GoTo, the leader in cloud communications and IT, today announced over 100 new features for GoTo Connect that combine omnichannel customer experience, powerful AI solutions, and streamlined management, to help small and midsize businesses (SMBs) communicate smarter and faster. By introducing expanded mobile capabilities, new communication channels, powerful admin tools, and an enhanced unified inbox, GoTo Connect enables businesses to effortlessly manage conversations across email, WhatsApp, and more. This all-in-one approach eliminates the hassle of switching between multiple apps and platforms, allowing SMBs to boost productivity and enhance every customer interaction. "These latest GoTo Connect advancements are designed to set a new standard for how businesses handle customer communications," said Damon Covey, General Manager of UCC at GoTo. "By unifying all communication channels into one intuitive, AI-powered platform, we're empowering our customers to resolve issues faster, build stronger relationships, and provide a truly personalized experience no matter where they're working. This means less time spent switching between apps and more time focused on what matters most: delivering exceptional customer experience." GoTo Connect's all-in-one communications platform now offers SMBs: All in One Platform to Communicate Across All Channels: GoTo Connect now offers enhanced mobile functionality, newly added channels, and upgraded unified inbox performance and design. Seamlessly manage all communications, from email to WhatsApp and beyond, whether in the office or on the go. AI-Driven Customer Experiences That Delight Every Time: GoTo Connect's AI-powered platform are designed to a new standard for performance with updates to manage calls 24/7, analyze agent conversations, and identify key phrases and speaker insights, all while saving team's valuable time. Simple Communications Management: GoTo Connect puts businesses in control with powerful admin tools to add products, edit audio clips, safeguard sensitive conversations, and manage SMS messaging, all through an intuitive design that makes setup and management easy, no tech expertise needed. "GoTo Connect enables us to deliver a true omni-channel experience. Some customers want to call, others prefer chat or text, and now we can meet everyone where they are—all from one platform," Robert Copeland, Director of Strategic Initiatives, Versitech LLC.
Business Wire
06-05-2025
- Business
- Business Wire
GoTo Unveils 100+ Next-Gen Omnichannel and AI Features to Elevate Communications for SMBs
BOSTON--(BUSINESS WIRE)-- GoTo, the leader in cloud communications and IT, today announced over 100 new features for GoTo Connect that combine omnichannel customer experience, powerful AI solutions, and streamlined management, to help small and midsize businesses (SMBs) communicate smarter and faster. "These latest GoTo Connect advancements are designed to set a new standard for how businesses handle customer communications," said Damon Covey, General Manager of UCC at GoTo #DiscoverGoTo By introducing expanded mobile capabilities, new communication channels, powerful admin tools, and an enhanced unified inbox, GoTo Connect enables businesses to effortlessly manage conversations across email, WhatsApp, and more. This all-in-one approach eliminates the hassle of switching between multiple apps and platforms, allowing SMBs to boost productivity and enhance every customer interaction. "These latest GoTo Connect advancements are designed to set a new standard for how businesses handle customer communications," said Damon Covey, General Manager of UCC at GoTo. "By unifying all communication channels into one intuitive, AI-powered platform, we're empowering our customers to resolve issues faster, build stronger relationships, and provide a truly personalized experience no matter where they're working. This means less time spent switching between apps and more time focused on what matters most: delivering exceptional customer experience." GoTo Connect's all-in-one communications platform now offers SMBs: All in One Platform to Communicate Across All Channels: GoTo Connect now offers enhanced mobile functionality, newly added channels, and upgraded unified inbox performance and design. Seamlessly manage all communications, from email to WhatsApp and beyond, whether in the office or on the go. AI-Driven Customer Experiences That Delight Every Time: GoTo Connect's AI-powered platform are designed to a new standard for performance with updates to manage calls 24/7, analyze agent conversations, and identify key phrases and speaker insights, all while saving team's valuable time. Simple Communications Management: GoTo Connect puts businesses in control with powerful admin tools to add products, edit audio clips, safeguard sensitive conversations, and manage SMS messaging, all through an intuitive design that makes setup and management easy, no tech expertise needed. 'GoTo Connect enables us to deliver a true omni-channel experience. Some customers want to call, others prefer chat or text, and now we can meet everyone where they are—all from one platform," Robert Copeland, Director of Strategic Initiatives, Versitech LLC. To learn more about GoTo Connect, please visit: Want to discover how the latest innovations in IT and communications can drive real world business outcomes? Join us at the GoFurther digital event on June 17, 2025, as we tackle today's most pressing industry challenges, propelling everyone toward a brighter, more practical tomorrow. Register Here: About GoTo GoTo, the leader in cloud communications and IT, is dedicated to powering a world of work without limits. Featuring flagship products GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue, the GoTo portfolio offers secure, reliable, AI-enabled solutions that are simple to adopt for small and midsize businesses, and scalable to enterprises worldwide. GoTo continuously improves human experiences for AI-enabled workforces across hundreds of thousands of customers. The company is headquartered in Boston, Massachusetts, with approximately $1 billion in annual revenue and 2,800 employees throughout North America, South America, Europe, Asia, and Australia.
Associated Press
25-02-2025
- Business
- Associated Press
GoTo Launches Generative AI-Powered Quality Management Solution to Boost Contact Center Performance and Customer Satisfaction
GoTo, the leader in cloud communications and IT, today introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center. AI Quality Management improves a company's customer service by using generative AI to simplify agent coaching and training through automated AI-powered reporting and analysis. An effective contact center is essential for building lasting customer loyalty. However, 77% of managers say they lack the bandwidth to thoroughly analyze agent performance and quality data. AI Quality Management for GoTo Connect Contact Center addresses this challenge by automatically and consistently evaluating all inbound queue calls within minutes, providing instant, actionable insights. Automating this analysis crucially frees up human time for coaching, training, and other complex tasks. With AI Quality Management, contact center managers can now pinpoint opportunities for improvement, take corrective action, and collaborate with their teams to enhance performance and drive customer satisfaction. 'Traditionally, contact center managers manually review small samples of calls to assess the quality of customer interactions – a time-consuming process that often lacks actionable insights to improve the customer experience,' says Damon Covey, General Manager, UCC at GoTo. 'This approach also results in missed opportunities for agent coaching and performance improvement. With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform a once tedious task into an efficient, automated process, empowering businesses to continuously improve the quality of every customer interaction.' AI-powered Quality Management addresses and automates the reporting process, boosting customer experience with higher customer satisfaction (CSAT) scores, and reducing supervisor workload with scoring automation. Key benefits include: Immediate, actionable results: Automates the review of 100% of queue calls instead of manually spot checking, backed by minimal setup and configuration. Gain time back: Eliminates the need for manual reviews, freeing up time to focus on coaching, training, and more complex tasks. Reveal opportunities for improvement: Identifies and quickly resolves quality issues, ensuring higher CSAT and consistent service delivery among agents. Elevate team with insights: Empowers supervisors with insights to highlight agents who excel at customer service and helps improve the performance of those needing coaching. Inspire agent growth: Fosters trust among agents with clear customer service standards and consistent AI that evaluates performance without bias using data-driven quality assurance. 'AI-powered Quality Management for GoTo Connect Contact Center helped us confidently identify specific areas for agent development,' says Austin Nolen, Chief Operating Officer, Web-Don Inc. 'By introducing a targeted question of the month around agent performance for the AI solution to analyze, we saw a more than 50% improvement in that area, significantly boosting our customer service.' GoTo, the leader in cloud communications and IT, is dedicated to powering a world of work without limits. Featuring flagship products GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue, the GoTo portfolio offers secure, reliable, AI-enabled solutions that are simple to adopt for small and midsize businesses, and scalable to enterprises worldwide. GoTo continuously improves human experiences for AI-enabled workforces across hundreds of thousands of customers. The company is headquartered in Boston, Massachusetts, with approximately $1 billion in annual revenue and 2,800 employees throughout North America, South America, Europe, Asia, and Australia. +1 617-279-2443 SOURCE: GoTo Copyright Business Wire 2025. PUB: 02/25/2025 08:57 AM/DISC: 02/25/2025 08:58 AM
