Call Center Management Featured Article
GoContact Reaches Broadvoice's North American Business Customers
Traditionally, businesses are reliant on customer experience to stay competitive. That is no longer the case in, what Gartner calls, the “digital experience economy.” Today, customer experience, employee experience and user experience all factor into the success of a business.
UC helps organizations reach the levels required of CX and EX to create more effective interactions by providing seamless communication and collaboration across various channels and devices.
Broadvoice provides hosted voice, UCaaS, omnichannel contact center and SIP trunking services for small and midmarket businesses. Through its services, Broadvoice simplifies communications with cloud communications solutions that deliver features as an affordable managed service.
To continue to break barriers for ease of use and affordability with all-inclusive plans and surge licensing, Broadvoice is gearing up to deliver and support the GoContact service in the U.S. and Canada. It will do so with the launch of the GoContact omnichannel cloud contact center solution for business customers in North America.
The GoContact platform, which joined the Broadvoice portfolio in July 2021, is a CCaaS provider that reduces technological and licensing complexity to transform contact center options for businesses of all sizes.
GoContact is provisioned in a cloud-native environment, so there's no hardware required. The solution runs in a browser with no additional software required. GoContact gives agents a single pane of glass for calls, chat, email and social media in one queue within the same browser. This means that no separate applications are required for each channel or admin and agent roles.
With GoContact, designed specifically for users, there is no coding or scripting required. GoContact is a proprietary platform that Broadvoice owns and operates with no ongoing licensing overhead. The solution offers "surge licensing," which enables customers to temporarily scale up from as few as 10 licenses to meet peak seasonal demand and then return to normal levels for true metered pricing.
There are no add-on costs with GoContact, as standard capabilities are bundled in the monthly seat charge. As a result, customers automatically have access to exclusive features like Agent Assist, which guides agents through live calls, enhancing productivity and performance.
“GoContact offers enterprise-class omnichannel functionality that's been tested by BPOs and call centers around the world,” said Broadvoice CEO Jim Murphy. “At the same time, it delivers optimal ease of use and affordability that lives up to our promise to simplify communications for small and midmarket businesses."
The CCaaS platform that is respected among business process outsourcing companies and contact centers in Europe and Latin America is available immediately in North America, at a special introductory rate through Broadvoice's authorized partners.
Edited by Alex Passett