GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.
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Webex Contact Center
Score 8.8 out of 10
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Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
It is absolutely perfect for flexible hybrid teams that want to combine daily calls, texts, and video meetings without needing a dedicated IT person. However, I would completely skip this software if you run a massive outbound call center because the system reporting is just way too basic right now.
The flexibility of the open APIs makes it easy to adapt the solution to one's needs and requirements. We could create our own solution tailored to our personal needs and create >3.000 highly customized call flows with minimal configuration effort. Including the possibility to implement additional features with a few clicks across all call flows.
Call reports: You can see and review calls received from the first receptor until the last who attend this call, also you can review all calls make and received by your teams
Voicemail options: Availability to create some voicemail with multiple receptors
Devices option: with several options to change on your devices
Audio library: Multiple option to create your own audio library with or without ambien music
The digital channels is one of those. I definitely think the digital channels stands out as a unique product. From a contact center agent standpoint, that when you've got customers, maybe retail customers or that stuff, it's a great fit for that. For anybody who really trying to deal with customers.
Webex Contact Center fits well when the group of users or agents is larger, but sometimes there are use cases where we might need to use Webex Calling, while still having the features of the Webex Contact Center. Currently, I've been seeing a little shift of features that have been getting rolled out from contact centers to calling. The bridges are becoming closer and closer every day, but it would be great to see the same feature sets in Webex Contact Center and Calling.
They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.
There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.
One of the MOST challenging things in tech support is that some of the offshore agents "don't speak Texan/English", and are really hard to understand. GoTo Connect's support is usually someone who is VERY easy to understand their US/English, and are very helpful. In dozens of interactions for our business & our clients, we've only had a few tickets that couldn't be resolved on the first call
The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.
It was great. Provisioning the phones was the trickiest part, but once we figured that out, actually setting up users, lines, dial plans, and everything like that was really easy. We were easily able to provision phones, ship them out to all our outside locations, and make changes from the home office.
Go-To was the more cost-effective option between these. They also had the closest alignment to our goals and what we needed for our company without going overboard. We are happy with our decision and will continue to recommend Go-To.
Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.
Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.
Cost Savings have been realized from reducing hardware .
We are all able to collaborate remotely and it has been seamless and easy to setup.
I'm able to pull reports, i wish there was improvement on the data analysis side. It has gotten better since LogMeIn, but something is a miss and can be improved.
No Capex required for this solution (which makes our CFO very happy)
Digital channels are builtin and therefore very easy to deploy
The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded
