Multi-channel customer communications software GoTo Connect now offers AI integrations with multiple customer relationship management (CRM) tools.
Vendor GoTo announced “AI-enhanced” integrations between GoTo Connect and more than 17 CRM tools. They include for Salesforce, ServiceNow, HubSpot, Zendesk and Zoho.
Olga Lagunova, chief product and technology officer at GoTo, said GoTo Connect integrations were deeper, offering more functionality for team collaborations.
“Requiring teams to work across multiple systems and workflows is inconvenient, inefficient, and wastes valuable time,” she said.
The added AI functionality includes call summaries and call recordings. These can be shared directly to CRMs, Lagunova said.
The idea is to help users work smarter and more efficiently while in GoTo Connect, she said.
How CRM tools integration can help
For example, customers contacting customer service classically find themselves having to explain themselves multiple times to different agents.
According to GoTo, AI integrated tools can help solve this problem.
“This gives agents a complete view of the customer, from their CRM to their active conversation,” the vendor said.
“Businesses often struggle with siloed tools, leading to inefficient customer service.”
Workflows can be simplified if call and messaging details can be automatically stored directly in the CRM. Customer interactions can be followed more easily, saving time.
Customer information can be accessed more quickly during conversations. A view of customer profiles and call interactions can be integrated into GoTo Connect.
Meanwhile, AI-generated call summaries and transcriptions can be automatically captured and stored, the vendor said.
The list of AI integrations in late October included for Bullhorn, Capsule CRM, ConnectWise, Epic CRM, Freshdesk, Freshsales, HubSpot, LaborEdge, MS Dynamics, NetSuite, Pipedrive, Salesforce, ServiceNow, SugarCRM, VinSolutions, Zendesk, Zoho, and Zoho Desk.
GoTo’s portfolio includes GoTo Meeting, GoTo Resolve, GoTo Connect, and LogMeIn Rescue.
( Photo by LumenSoft Technologies on Unsplash )
