New Features in the GoContact Voice Channel

3 min.

22.11.2023

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Written by:

Daniela Araújo

Customers should be able to contact businesses on a variety of channels, whether by email, chat, video, or even SMS.

Voice remains the most used channel by consumers of all ages because it provides an immediate and personalized way to clarify or resolve issues in real time.

As an omnichannel contact center solution, GoContact offers an intuitive interface that allows processes to be managed in an integrated way. Customers can configure complex and robust service scenarios in minutes to deliver efficient customer service experiences.

GoContact offers several features to ensure maximum call reliability and quality and provide customers the autonomy to design their service processes. These features include:

  • Four types of Dialers to help meet operational needs: Manual, Power Preview, Power-Dial, and Predictive
  • Queue and IVR management
  • Native call recording and storage for up to 90 days
  • Intelligent scripting with the ability to generate automatic actions
  • Voicemail detection with a detection rate of over 90%
  • Dashboards and reporting with real-time data

As the most used channel by consumers, it is essential to continuously optimize the customer service experience. That’s why we have two new features for our voice channel.

1. Choose DID by Contact Field

Now, you can upload customer listings with a specific Direct Inward Dialing (DID) assigned to each lead. This feature is particularly useful for outbound campaigns because the process of selecting a DID is now handled automatically.

This ensures customers are contacted through a number they recognize, simplifying agents’ work since they no longer have to manually assign a specific DID to each lead. The result is improved customer satisfaction and improved call answer rates.

2. Control the Visibility of Call History

One of the primary causes of agent stress is large-scale outbound campaigns that require the same lead to be contacted multiple times. When this happens, the interaction history gets extensive. Then, communication gets fuzzy because the agent’s script is influenced by the number of calls already made. 

The new feature addresses this issue by allowing supervisors to hide call interaction histories for select outbound campaigns. This promotes more effective communication between agents and prospects with extensive histories.

It also reduces operational turmoil, increases agent satisfaction by giving them more confidence in their interactions, and contributes to sales growth.

If you’re interested in learning more about these features or getting a full overview of our voice channel, click here or schedule a risk-free demo.

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