Item: GoContact
Rating: 9
Author: Vítor Hugo Pacheco

Use Cases and Deployment Scope

GoContact is only used for Telemarketing purposes here at Goldenergy. We use GoContact to manage cold leads and get in touch with prospective customers presenting our product and prices in order to close deals in an outbound or inbound call (if the prospect returns the call). GoContact is also used to keep control of the operations.

Pros and Cons

Outbound Campaings
Dashboards
Scripting

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

Since I was looking for a solution that allowed me to move about 50 door-to-door sellers to remote telemarketing work I needed a solution that was easy and fast to set up and to manage from a distance. GoContact is a leader in massive outbound solutions and very well recommended by people in my network.

Support Rating

Their support was in fact an extension of my team since day 1 and helped us in a big way with training, set up and solving operational doubts and issues in a fast and truly interested way. Personally, I had an account manager 24/7 at my disposal without any additional charge or something. They also care about our business and provide tips so we can get better results.

Usability

Every user adapts quicky to the workspace and functionality but technically it should be easier to deal with the soft phone configuration. Team Leaders and Business Managers can get all the information they need to make decisions with a high level of usability. GoContact should think about bringing their software to an app version like their competition is doing.

Key Insights

Do you think GoContact delivers good value for the price?

Yes

Are you happy with GoContact's feature set?

Yes

Did GoContact live up to sales and marketing promises?

Yes

Did implementation of GoContact go as expected?

Yes

Would you buy GoContact again?

Yes

Other Software Used

Talkdesk, Salesforce Community Cloud, Microsoft Teams

Likelihood to Recommend

GoContact is a good choice for medium and larger contact centers who deal with more than 2k calls per day for example. This software is a leader in managing Outbound Campaigns and it's easy to use. It's also suitable if you don't have a CRM and want to manage tickets and omnichannel customer service.

If you just want an easy to use and easy to setup software and just making occasional outbound calls there's cheaper solutions.

Go Contact helped us in our business continuity during COVID-19

Overall Satisfaction with GoContact