The contact centre is seen as a vital tool to enable enterprises to communicate with their customers but solutions are often complex and expensive, and because of that have been seen as the preserve of large enterprises
The contact centre is seen as a vital tool to enable enterprises to communicate with their customers but solutions are often complex and expensive, and because of that have been seen as the preserve of large enterprises. However, modern business means organisations of all sizes have customers that need support and they expect to receive this using the channels they prefer and with the same level of experience that the contact centre has traditionally provided.
LogMeIn has recently launched its GoToConnect Support Center offering to help bridge this gap in the market. Despite vendors selling contact centre solutions for many years, around 13% of organisations worldwide use a contact centre, and that’s partly because contact centres are seen as having too high a cost barrier to entry for most organisations to accept.
Keith Bartlett
“The fact that 87% of global organisations don’t have contact centre capability doesn’t mean they don’t need a contact centre, it means they need a simpler, more cost-effective way of supporting their customers,” said Keith Bartlett, the Director, Channel Sales for UCC, LogMeIn. “We therefore made the decision with GoToConnect Support Center to provide simple to use and manage CCaaS functionality that means users can field customer calls how, where, and when they want. Whether a business wants to use GoToConnect Support Center for technical or sales support, it provides the essential support functions companies need.”
Joseph Walsh, Senior Product Marketing Manager for UCC, LogMeIn agreed, “People would like contact centre functionality, but they can’t justify the cost or disruption time to their business, and often thinking they’re too small to have it. GoToConnect Support Center is for people that want to learn about their customers and support them better. Deployment time for GTC Support Center is about one day – that’s 24 hours instead of the 24 weeks or more for complex contact centre deployments – and our list price is £34.95 per agent per month plus the cost of GoToConnect which contrasts with the £70-90 per seat charged by traditional contact centre providers.”
Bartlett added that he sees GoToConnect Support Center as a means to address the 87% of businesses that don’t have contact centre functionality today while abstracting away the complexity, cost and deployment time of traditional deployments.
“It’s still complex with all the routing and analytics capability we provide but it doesn’t have to involve the over-arching complexity of traditional solutions”
Now, with people working more flexibly and often from home, contact centre teams can be widely distributed and it increasingly makes sense to roll-out contact centre functionality more widely across an organisation so agents and specialists can be readily accessible to deal with customer interactions. “Even for the 13% that already have some contact centre capabilities Support Center allows you to extend contact centre capabilities into the rest of the business without massively scaling up the cost,” added Bartlett. “We can enable analytics for team leaders at all parts of the organisation, not just in the customer support centre, and that’s probably more important today with the remote environment than it was several months ago.”
