Outbound Channel Features

Predictive Dialer

GoContact’s Predictive Dialer automates and significantly improves Outbound processes.

Power Dialer

GoContact’s Power Dialer is also a solution that promotes optimal management of outbound contacts, providing a very effective delivery of calls to collaborators.

Database Management

GoContact platform provides an interface that allows the operating management team to optimally streamline contacts to accomplish.

Database upload

The platform provides a simple database loading interface in csv or xls format, ensuring an easy mapping of DB fields with those configured in the service.

Outbound Caller ID

The ability to choose the Outbound Caller ID manually or allow GoContact to do it automatically, by using previously gathered information.

Outbound Campaigns

GoContact can create powerful Outbound campaigns and leverage features like Predictive Dialer or Power Dialer in order to improve contact performance.

Smart Scripting

GoContact platform provides a script building tool, specifically designed to meet the smart scripting demands, which are usually required for inbound or outbound answering services.

Inbound Channel Features

IVR's

With the IVR system, calls will always reach the right department, reducing time and increasing first call results.

Inbound Services clever management

GoContact Platform offers Inbound services with features that allow the intelligent management of received contacts.

Forward to Phone

Forward to Phone enables forwarding calls to agents when they are not available, making them reachable at all times.

Voicemail

With notifications, metrics and allocation of voicemail, it becomes easy to keep full track of your business.

Skills Based Routine

A Skills Based Routine system which forwards calls to the right agent and improves the quality of the contact center experience.

Agent Interface Features

Recess Clever Management

It is offered the ability to set breaks for groups of agents, where numerous configurations can be assigned.

Contact History

Access to all the customer’s contact history, including calls and email messages, so that employees can ensure the best management of each contact.

Call Control

Features such as call hold, mute or transfer provide agents with complete control over the experience in the contact center.

Call Transfer

GoContact platform provides the agent with the ability to (through configuration) perform call transfers.

Advanced Caller ID

GoContact provides a complete customer’s profile, even before the agents answer the call. It is possible, therefore, to save time, money, and create a more personalized experience with the customer.

Supervisor Interface Features

Integrated CRM

All the benefits of a CRM system with GoContact. Contacts’ organization based on a variety of fields, for a better understanding and interpretation of information.

Database upload

The platform provides a simple database loading interface in csv or xls format, ensuring an easy mapping of DB fields with those configured in the service.

Automated tasks

It organizes the contact center into a single system and creates automated tasks to prevent the agents from constantly having to rewrite information.

Centralized administration

GoContact provides all the contact center information in a single, simple and intuitive interface, without the need to switch between windows and applications.

Desktop notifications

Notifications in the agents’ desktop so that when a call comes, it can be heard and accepted, even while working outside GoContact.

Call Recording

Allows supervisors and managers to access and listen to a call at any time hence ensuring that contact center agents are complying with the established standards.

Call log

The call log collects data on call costs and the availability of agents, which allows a significant increase of awareness regarding the contact center’s performance.

Analytics and Reporting Features

Real-time reports

All contact center metrics available in real time, allowing an improvement in the contact center’s KPIs and the immediate resolution of problems.

Analytics

The platform provides an area of Analytics for operational management teams that allows, in addition to an evaluation of real-time information, to perform analysis based on date ranges in order to analyze distribution patterns or call placements, among other telephony results and examine business results.

Excel Templates

Excel Templates is the best way of ensuring the extraction of customized information according to each customer/project.

Report History

It allows monitoring and analyzing the performance of each contact center, at any time, so that business decisions are made based on more comprehensive data.

Report Designer

GoContact platform provides a report designer where it is possible to define the required information, enabling the creation of a customized business report.

Call monitoring

It enables the monitoring of the recordings of the agent’s calls, allowing a cooperation which will help improve contact centers’ quality and professionalism.

Quality Management

GoContact quality module provides an overview of the contact center’s service quality. It allows a user-friendly monitoring and evaluation of phone calls or the creation of automatic surveys as to mediate customer’s satisfaction.

E-learning

The E-learning module makes available specific content (text, image, video, etc.) that all members of the organization should be acquainted with, also enabling the subsequent creation of evaluation tables to measure the data attainment.

Omni-channel Vision Features

Email smart management

GoContact platform allows the management of incoming e-mails with the same efficiency control accomplished in voice services.

Tickets

Email and voice ticket management in an efficient manner. It allows a complete view of the history of customers’ prior issues, as well as to set priorities, assign tickets to the right agents and solve them by filling customizable fields on pre-built templates.

Live Chat

A Live Chat channel for customers and potential customers, for fast and easy contact. The entire management of the channel is made through a simple and intuitive interface, boosting business results and optimizing response times.

Social Media

Social Media is becoming an increasingly popular communication channel among consumers and businesses. GoContact collects all conversations taking place in networks such as Facebook, Twitter, Youtube, among others and adds all this information in a simple and intuitive interface, to ensure that no negative comment is unanswered.

Click-to-Call

GoContact’s Click-to-Call feature may be easily integrated into a website, so customers can get in touch and place any questions or concerns that arise.

SMS

Go Contact allows you to send bulk SMS through its interface. You can use CRM to automatically fill customers’ information and send personalized text messages after the end of each call, based on the type of interaction. It also allows the issue of automatic alerts or outbound campaigns bulk SMS. It is also possible to ask for receipts for read and received messages, in order to increase the feedback and better understand how shipments may be optimized.

Organization Tools Features

Integration

GoContact can be integrated with the most varied business tools. Thus, it is possible to improve the understanding of customers’ needs and access all the information in a single, intuitive platform.

Synchronization and Data Import

GoContact may be synchronized with the systems already in use and, automatically and in real time, update customers’ information, on all systems, so it won’t be necessary to write the same information twice on different systems.

Lead Management

GoContact automatically creates a new contact once a potential customer fills in a form on a website or establishes a first by phone, live chat or email.

Escalation Management

Processes which ensure problems that the contact center could not solve on a first approach will not be pending indefinitely and are readily solved.

Human Resources Management

It enhances agents’ training, development and performance, optimizing the management of human resources, associating the right employee with the right skills to the right job at the right time.

Knowledge Base

A knowledge base where agents can search and access documents and information which helps them get an immediate response to customers’ questions.

Compliance Management

It provides the necessary tools that enable agents to follow and respect the rules and customers’ consent, thus ensuring that the contact center meets the compliance requirements.

Wiki

A Wiki with all the documents required to analyze and improve the performance of the contact center, at the distance of a click.

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