Name: Go-Experience
Author: GoIP

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Batch Management Software

Software Configuration Management

Development

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Digital Rights Management (DRM)

Document Management

Dropshipping

Electronic Signature

Operational Analytics

Enterprise

Accounting

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

3D Printing

AI Governance

Application Lifecycle Management (ALM)

Cloud Storage

Consulting and Advisory Services

Content Delivery Networks (CDN)

Data Fabric

Data Recovery Service

Fraud Detection

Hadoop-Related

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Managed File Transfer (MFT)

Network Performance Monitoring

Office Migration and Repair

Robotic Process Automation (RPA)

System Monitoring

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Blogging

Competitive Intelligence

Content Management

Email Marketing

Local Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Web Analytics

Wholesale Marketplace

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Access Security Brokers

User and Entity Behavior Analytics (UEBA)

Security

Architecture

Camp Management

Chargeback Management

Dental

Digital Forensics

Nonprofit CRM

Plagiarism Checker

Vertical-Specific

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Priority Matrix

Appfluence

eMeetingsOnline

ReportsNow

FastPIPE

FastEST, Inc.

AspenOne Supply Chain Management

Aspen Technology

Crowdtap

Frosmo

Frosmo Ltd

Azurepath

Azurepath, LLC.

Screenful

Screenful Oy

Aras PLM

Aras Corporation

Go-Experience Cloud is a cloud contact center solution offered by GoIP Limited. According to the vendor, this platform aims to redefine customer experience in organizations of all sizes. It provides a way for organizations to interact with their customers in the way that best suits them. The product caters to customer service professionals, contact center managers, sales and marketing teams, and customer experience professionals in industries such as telecommunications, e-commerce, financial services, healthcare, and retail.

## Key Features

**Gx Channels**: According to the vendor, this feature unifies customer and agent interactions across multiple channels, including phone, email, chat, text, and social media, on a single platform. It provides a centralized hub for managing customer interactions and enables seamless communication and consistent customer experience across various touchpoints.

**Gx CRM**: The vendor claims that this feature consolidates customers' and prospects' information in one central space. It tracks and manages interactions with customers and prospects, providing a comprehensive view of their history and preferences. The vendor states that it enables personalized and targeted communication with customers.

**Gx Campaigns**: According to the vendor, this feature allows organizations to create, distribute, and track campaigns across multiple channels. It collects feedback from customers through targeted campaigns and provides insights into customer preferences and sentiments. The vendor claims that it helps organizations improve their products and services based on customer feedback.

**Gx ACD (Automatic Call Distribution)**: The vendor states that this feature automatically distributes incoming calls to the best-suited agent based on availability, skill set, and required information. It ensures efficient call routing, reduces customer wait times, and improves agent productivity and customer satisfaction. Real-time monitoring and reporting of call distribution are also provided.

**Gx Reports**: The vendor claims that this feature gathers important information and insights from the contact center software. It provides data-driven insights for decision-making, helping organizations identify trends, performance gaps, and areas for improvement. The vendor states that it enables better resource allocation and optimization.

**Gx IVR (Interactive Voice Response) Builder**: According to the vendor, this feature allows organizations to create and deploy voice responses for callers to interact with. It routes calls to the right resource based on caller input, improving call routing efficiency and reducing agent workload. The vendor claims that it provides a personalized and interactive experience for callers.

**Gx Workforce Management**: The vendor states that this feature automates processes and tracks performance to replace manual workflows. It increases productivity and efficiency of contact center operations, helps organizations optimize resource allocation and scheduling, and provides real-time monitoring and reporting of agent performance.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Go-Experience

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

GoIP

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Go-Experience

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What is Go-Experience?