How Unified Communication Tools Improve Customer Experience in Modern Contact Centers

GoTo is redefining how companies connect with customers and manage the modern contact centers. By unifying remote management, support, and business communication tools into one seamless platform, GoTo helps businesses simplify operations while staying secure and efficient.

In this episode of The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, shares how the company is enabling businesses to “meet customers where they are.” Whether it’s SMS, social media, or web chat, GoTo makes it easier for businesses to engage customers on their preferred platforms, fostering deeper connections and better customer experiences.

A few topics covered in this episode:

• How unified communication tools simplify I.T. and improve customer engagement
• The role of AI in streamlining contact center operations and empowering agents
• Why meeting customers on their preferred channels is key to building loyalty
• Affordable and practical solutions for small businesses to make the most of advanced unified communication tools

Tune in to hear how GoTo is transforming customer communication and making technology more accessible for businesses of all sizes.

Key Highlights for Easy Listening:

04:47 Why Unified Communication Is Critical to Simplify Customer Interactions

08:41 How to Bridge the Gap in Customer Service Using Better Tools

12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers

18:46 The Intersection of AI Implementation and Change Management

21:35 The Future of Contact Centers and the Transformative Role of Conversational AI

Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.

This episode of The Modern Customer Podcast is sponsored by GoTo.

Don't miss Blake Morgan's new book, "The 8 Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.