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GoTo Contact Center
Boston, Massachusetts, United States
What it is
GoTo Contact Center is a cloud contact center service for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis, and supervisor reporting tools. Agents can be assigned skills, tagged, and routed by priority; the plan also lists call wrap up, queue callbacks, and an auto dialer. Supervisors have tools for monitoring and coaching agents, plus co-browsing. Other listed capabilities include an IVR builder, auto attendant, custom call routing, voicemail transcription, and multiple business numbers. The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot, and ServiceNow. GoTo Connect plans include 24/7 customer support. Contact Center is available on web, Windows, macOS, iOS, and Android. It has no free plan; prospective customers are directed to contact sales, and no price is displayed. The shared contact limit is 250,000. GoTo is headquartered in Boston, Massachusetts, United States.
For and against
For
- Handles inbound and outbound calling.
- Includes IVR, custom routing, and queue callbacks.
- Agent monitoring and coaching tools are listed.
- Available on web, desktop, and mobile platforms.
Against
- There is no free plan.
- Pricing is available on request.
- Shared contact limit is 250,000.
The verdict
GoTo Contact Center combines calling, routing, agent oversight, and AI tools in a cloud service. Teams should weigh its listed contact limit and request pricing from sales before choosing it.
Who it suits
GoTo Contact Center suits teams handling inbound and outbound calls alongside digital channels. Its listed agent, supervisor, routing, and integration tools may fit organizations coordinating contact center work across web, desktop, and mobile.
Plans and prices
Contact Center
Everything in CX · AI chat analysis · agent dashboard and softphone · skills, tagging and priority routing
Read 15 Oct 2026 · goto.com
GoTo Connect
Most calling and collaboration features · cloud PBX · custom routing · video meetings
Read 15 Oct 2026 · techradar.com
On the record
- Agent channels
- Agents can handle voice, video, chat, SMS and social interactions in the platform.goto.com · read 15 Oct 2026
- Agent coaching
- Supervisors can monitor and coach agents using call monitoring and coaching tools.goto.com · read 9 Oct 2026
- Agent dashboards
- Agent dashboards show KPIs, talk time, hold time and queue status.goto.com · read 15 Oct 2026
- AI functions
- AI capabilities include call summaries, transcriptions, topic detection, sentiment analysis, chat analysis and AI quality management.goto.com · read 15 Oct 2026
- AI tools
- AI features include chat analysis, call summaries, transcripts, topics, and sentiment capabilities.goto.com · read 9 Oct 2026
- Analytics
- Reporting includes real-time and historical metrics, queue times, agent availability, call outcomes and export to CSV, PDF or PNG.goto.com · read 15 Oct 2026
- API
- GoTo publishes APIs for calls, messaging, call events, queue analytics, contact-center agent history, phone administration and webhooks.developer.goto.com · read 15 Oct 2026
- API changelog
- The developer changelog records a September 2026 Call Events Report update adding provider fields and a historical contact-center agent-status endpoint released April 10, 2026.developer.goto.com · read 15 Oct 2026
- Availability
- GoTo describes Contact Center as cloud-based and reports 99.999% availability on its product page.goto.com · read 9 Oct 2026
- Availability claim
- GoTo advertises 99.999% availability for its contact-center offering.goto.com · read 15 Oct 2026
- Callback queues
- Callback queues let callers keep their place without remaining on hold.goto.com · read 15 Oct 2026
- Call handling
- Features include intelligent call routing and callback queues to direct customers and reduce wait times.goto.com · read 9 Oct 2026
- Call monitoring
- Listen, whisper and barge modes support supervisor coaching.goto.com · read 15 Oct 2026
- Channels
- The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys.goto.com · read 9 Oct 2026
- Company history
- Gartner lists GoTo's year founded as 2003 and its parent company as Francisco Partners.gartner.com · read 15 Oct 2026
- Company scale
- LinkedIn lists GoTo as a privately held Boston software company with 1,001–5,000 employees and headquarters at 333 Summer Street.linkedin.com · read 15 Oct 2026
- Desktop apps
- GoTo's download center lists desktop apps for Mac and Windows.goto.com · read 9 Oct 2026
- Digital channel scope
- omnichannelgoto.com · read 23 Sep 2026
