GoContact Contact Center as a Service (CCaaS)

GoContact is a competitor in the cloud-based contact center software solutions sector, offering a Contact Center as a Service (CCaaS) platform. Operating for over a decade, GoContact prides itself on delivering advanced technology that simplifies the management of contact centers while enhancing security and operational robustness. In July 2021, GoContact broadened its global reach and capabilities through its acquisition by Broadvoice, joining an American group that operates across four continents: North America, South America, Europe, and Africa. The company is committed to bridging the gap between people and technology, ensuring its solutions are tailored to the unique needs of each business, thereby enhancing customer service experiences.

GoContact's product suite is designed to meet the diverse needs of modern contact centers. Its flagship offering is a native CCaaS platform that integrates omnichannel communication capabilities with artificial intelligence to provide a seamless and efficient customer service experience. This includes tools for voice, chat, social networking, CRM, reporting, and analytics, among other features. The platform boasts advanced functionalities such as Interactive Voice Response (IVR), Automatic Speech Recognition (ASR), Inbound and Outbound Services, and real-time call monitoring and whispering. These features empower businesses to manage their contact centers more effectively, offering autonomy, flexibility, and enhanced control over operations. By capitalizing on these robust technical solutions, GoContact enables companies to optimize their customer service processes, ensuring high-quality customer interaction and support, regardless of the communication channel used.

GoContact offers a cloud-based omnichannel platform equipped with AI-powered automations and customizations, complemented by a strong analytics component. The platform delivers the flexibility and autonomy necessary for managing contact center operations either remotely or on-site. As a developer of innovative IPBX and Contact Center software, GoContact ensures that businesses can handle their contact center processes effectively.

The integration of GoContact with Salesforce is highlighted as a key feature, enhancing operational efficiency. This integration allows users to make and receive calls directly from Salesforce, aiming to increase productivity by streamlining customer relationship management (CRM) and call center operations. This synergy between GoContact and Salesforce facilitates an optimized customer service experience, ensuring that businesses can manage communications and customer data seamlessly within a single ecosystem.

GoContact is tailored to businesses looking for a comprehensive solution that supports omnichannel customer engagements—incorporating phone, email, chat, and social media interactions—while offering the autonomy and analytical tools needed to optimize contact center performance.

GoContact offers a pricing model where invoicing is based on the maximum monthly peak of licenses, which is said to represent savings of 26% on operating costs compared to traditional pricing models. Additionally, GoContact offers a pay-per-use pricing scheme, which means customers pay exclusively for what they use in their contact center operations, thus potentially increasing the ROI of their operations.

Worten, Manpower Solutions, and Ucall are companies that utilize the software or services provided by GoContact. Worten has chosen the strategy of outsourcing for customer service. Manpower Solutions benefits from integrating several communication channels, such as voice, tickets, and social networks, without needing other platforms, enhancing their customer service experience. Ucall regards customer service software, in partnership with GoContact, as a competitive advantage, enabling innovation and keeping up with the best in customer experience trends.