#1 most frequent
Portugal
46.3%31 installations of 67
What is GoContact?
GoContact in Portugal is a company specialized in integrated solutions for Contact Centers (IPBX + Contact Center Software + Communications). GoContact's integrated Contact Center platform provides IPBX, IVR, Inbound / Outbound Services, Scripts, Tickets, Chat, CRM, Reporting /Analytics, Quality, E-learning, SMS, and Text to Speech.
Categories & Use Cases
Videos
Top Performing Features
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.7
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Areas for Improvement
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.6
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.2
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
Who Buys & Uses GoContact
#2 most frequent
Spain
22.4%15 installations of 67
#3 most frequent
United States of America
7.5%5 installations of 67
Super satisfied with all the GoContact features
Use Cases and Deployment Scope
We have loved this software because it allows us to serve our customers quickly and efficiently. Its interface is very simple, the whole software is quite easy to use and could be used quickly by all our agents without any hiccups. The fact that all the information is in the cloud means that we can access it from anywhere.
Pros
- Call scripts have helped agents to solve minor problems quickly and easily.
- You can choose which call to attend, depending on the priority or waiting time that the call has had.
- Very simple and intuitive software, which has allowed the entire customer service department to handle it smoothly in record time.
Cons
- It does not have a chatbot, which would be very useful to not saturate the system with requests that could be solved in an automated way.
- The mobile app is well below acceptable, which could not be of much help to us.
- GoContact's technical support could be improved, as they were late to the requests we demanded.
Most Important Features
- A cloud-based software, allowing access from any computer or mobile device.
- Very easy to use, simple and very intuitive interface, allowing a better workflow and higher work performance.
- Seamless integration with other software such as Freshdesk, Pipedrive.
Return on Investment
- This software allowed the company to obtain better income, because its simple use, allowed the agents to have better performance in their work. We achieved satisfied customers, allowing them to repeat their purchases with us. We obtained new clients, by the experience of their attention in other users.
Go Contact helped us in our business continuity during COVID-19
Pros
- Outbound Campaings
- Dashboards
- Scripting
Cons
- External SIP Phone method
- Managing DDI's
- Workforce Management
Return on Investment
- Fast Implementation during COVID19
- Fair Retribution Model
- Techincal Support easy to acess
Alternatives Considered
Talkdesk, Avaya Business Communications Manager (discontinued) and Alcatel-Lucent OSS
Usability
Other Software Used
Talkdesk, Salesforce Community Cloud, Microsoft Teams