MetriNote – GoTo Updates Comms, Collaboration Services

Published on: October 31, 2023

Author: Beth Schultz, VP of Research & Principal Analyst What's the news?

Oct. 23, 2023 – As part of a wide-ranging cross-portfolio October release, GoTo introduced a variety of updates for its communications and collaboration products, including (but not limited to) new features and functionality for its GoTo Connect, GoTo Meetings, GoTo Contact Center, and GoTo Customer Engagement offerings. Highlights of each include:

  • GoTo Connect – Improved contact management; ability to customize alerts for specific network issues that might affect call quality; automated text responses to missed calls; mobile client messaging and softphone; e911 flow improvements; and the ability to initiate calls or messages from within search results across GoTo apps
  • GoTo Meetings – Customized session layouts, which can include a new dynamic notification section and personalized quick access controls; ability for meeting participants to request and gain access to a presenter’s keyboard and mouse control, enabling slide advance control, for example; ability for organizers to allow meeting participants to start sessions on their behalf; sound effects to accompany reaction emojis; auto-sharing of webinar recordings; and improved search for materials library.
  • GoTo Contact Center – Specific to AI, AI-powered sentiment ratings for chats and generated chat summaries; plus coming in beta, an AI-powered solution that will allow supervisors to access topic and sentiment analysis and interaction summaries, as well as to jump into conversations that require attention due to negative sentiment.
  • GoTo Customer Engagement – New shared inbox features for customer-facing teams; automated SMS messaging; MMS support, for multimedia campaigns; and more.

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