GoContact
Leading the CCaaS Game

A typical view of a contact center encompasses endless rows of agents filling the room with ringing phones and computer screens. However, this view is gradually vanishing following the adoption of cloud-based communication technologies that enable contact center agents to work without being on-premise on specific programs. In addition, the cloud enables them to keep up with the changing customer demands. Contact centers manage an extensive portfolio of outbound and inbound campaigns, lacking the adequate flexibility and agility to keep up with the changes in terms of the technology stack. As a cloud-native, omnichannel contact center provider, GoContact reduces the technological complexity of managing contact centers and speeds up the time to market of new services. With an experience of more than ten years in the market, the company was recently acquired by Broadvoice, a cloud communication company, becoming part of an American group, with a unique position in the market. The company is mainly focused on providing CCaaS for BPOs and present in four continents: North America, South America, Europe, and Africa. “We are the number one partner of choice for BPOs, due to the no code features of the platform and our team’s operational contact centers know-how, which enables us to offer consulting and regular support to our clients,” says Rui Marques, Partner - CEO, GoContact.

GoContact provides flexibility and innovation to large-scale contact centers without any costly and lengthy IT Implementations. The company’s CCaaS offers 99.999 percent redundancy and is fully scalable. With GoContact, clients can easily manage all their customer interactions, including voice (inbound and outbound), Voice, Tickets, Mail, Chat, SMS, and Social Media, using a single interface. “Above all, what truly differentiates us is our team’s know-how of contact center operations and its ability to fully understand the main pain points and provide support and speak the same language as our clients. We don’t just deliver the software, but the full service, consultancy and continuous support included in the price,” says Marques.

Some of the prime features of the company’s solutions, including a smart scripting drag and drop tool for any voice, tickets, and webchat, empower the operational team dispensing the need for programming skills.

Similarly, the company’s customized GoAnalytics dashboards, wallboards, and real-time data APIs enable clients to choose from the vast pool of data for analysis. In addition, the company offers GO.AI, a low-code platform for customer service automation that enables clients to access advanced conversational technology at a competitive price point. “We are Google Cloud partners for innovation and digital transformation working on Natural Language IVR Bots that have machine learning and high accuracy speech recognition for dozens of languages and we're also integrated with Amazon Polly providing Text-to- Speech that allows for personalised responses for each client. We are able to automate services in the voice channel and expand these capabilities to chat and email automation, increasing efficiency and effectiveness of several critical points in the contact center,” adds Marques.



Highlighting a success story, Marques talks about a global customer experience specialist, Transcom, which providescustomer care, sales, technical support, and credit management services through an extensive network of contact centers and work-at-home agents. With more than 28,000 customer experience specialists across 25 countries, Transcom has chosen GoContact to be one of its trusted partners with clients in Germany, Norway, Portugal, Spain, Sweden, and more recently launched its first combined operation in North America - Canada. Working hand in hand with different teams from the areas of Infrastructure, Systems, Security, RGPD, Operations,GoContact went step by step to fulfil Transcom’s requirements. “We see a tremendous interest in GoContact’s innovative solution, both with existing and new clients. GoContact now has a solid footprint in our European operations, and are more than happy to offer our North American clients this next-gen solution,” says Jennifer Wells, Global Head of Contact Center Services at Transcom.

Having scripted several such success stories over the years, GoContact’s technology is characterized by its ability to guarantee the security and robustness of operations and eliminate the barriers between people and technology. “Our mission is to put our contact center know-how at the service of companies and essentially, operations,” says Marques.