LogMeIn today announced new offerings in the CCaaS space with a new outbound calling solution designed for sales organisations and expanded inbound capabilities.
The features, including cloud-based solutions such as GoToConnect, GoToMeeting, LastPass and Rescue, are also fully integrated into LogMeIn’s robust Unified-Communications-as-a-Service platform, GoToConnect.
GoToConnect's Contact Centre, the only offering purpose-built for small and medium-size businesses (SMBs), provides companies with insight into exactly how many calls are being handled, allows organisations to automatically call back customers who didn't get to talk to an agent and access tools designed to increase agent effectiveness and productivity so that organisations can easily improve and capitalise on their customer interactions.
GoToConnect adds features such as:
- Outbound dialler: Every customer call that hangs up before they speak to an agent is a lost opportunity. If the customer was calling to get help, they leave dissatisfied. If the customer was calling to investigate buying something, a deal is lost. Traditionally businesses, especially SMBs, usually only know about lost deals once they’ve talked to a caller; they simply don’t have full visibility into the calls they missed. GoToConnect’s outbound dialler turns abandoned calls into opportunities and provides tools for agents to more efficiently call prospects
- Pre-recorded voicemails: Leaving the same voicemail over and over again is one of the worst parts about outbound telephone campaigns. This feature allows agents to create custom messages for a variety of situations or specific campaigns. With the push of a button agents can leave these messages when they reach a prospect’s voicemail, saving valuable time and ensuring a consistent customer experience. With this simple innovation, agents can process more calls and reserve their valuable energy for live customer interactions
- SMS chat queues: Agents can now go beyond voice and engage with customers via SMS. Agent managers will also be able to track and view reports to manage the effectiveness of their employee
Mike Sharp, Chief Product Officer for Unified Communications and Collaboration at LogMeIn, said: “Great customer interactions are the foundation of every successful business – including the nearly 90% of small-to-medium-sized businesses that haven’t yet deployed any Contact Centre capabilities.