GoTo Launches GoTo Connect CX Complete, Turning Every Employee into a Customer Experience Champion

GoTo Connect CX Complete unifies the full customer experience, helping SMBs resolve issues faster, deliver consistent customer interactions, and drive stronger business results

BOSTON--(BUSINESS WIRE)--GoTo, the leader in cloud communications and IT, today announced GoTo Connect CX Complete, a new AI-powered offering that unifies all of GoTo Connect’s customer experience (CX) capabilities into a single platform. The solution brings together the company’s industry-leading phone system, AI-powered CX tools, and every customer interaction, whether by phone, text, web chat, WhatsApp, or webinar. Built for small and midsized businesses (SMBs), CX Complete transforms customer experience from a siloed function into a company-wide strength, giving every employee the tools to deliver exceptional service. By pairing AI-driven automation for routine tasks with human expertise for high-value interactions, CX Complete makes sophisticated, end-to-end customer experiences simple and accessible.

For too long, growing businesses have faced a tradeoff: rely on a basic dial-tone provider without modern CX capabilities, or piece together multiple vendors and AI tools, adding cost and complexity. CX Complete eliminates that gap by delivering an AI Receptionist to answer and route conversations 24/7 across channels, along with AI-powered voice analytics that review conversations at scale, giving leaders clear visibility into their customer interactions. The result is more productive teams, consistent wall-to-wall customer service, and smarter decisions across every customer interaction. This comes at a time when demand for AI-enabled support is rising, with 82% of employees saying they want AI customer support tools, according to a new GoTo global survey announced today.

What customers have to say:

“Before GoTo Connect, we didn't have the tools to track call times or identify outliers,” said James Glass, Customer Relations Director at Salt Lake Express. “Now, we can use that data to improve both employee performance and customer satisfaction.”

“GoTo Connect has allowed us to unify and optimize as we've scaled,” said Robert Copeland, Director of Strategic Initiatives at Versitech LLC. “The AI tools and analytics help us coach our teams and deliver a seamless experience for customers across every channel.”

Benefits of GoTo Connect CX Complete:

CX Complete equips businesses with the tools they need to automate routine work, gain actionable insights, and deliver seamless customer experiences across every channel.

• AI-powered automation, 24/7: AI Receptionist answers and routes calls around the clock, so businesses never miss a call or opportunity.
• Actionable insights at scale: AI-powered analytics evaluates 100% of interactions, giving leaders objective visibility into team performance, customer sentiment, and service trends.
• Consistent experiences across channels: Every voice, text, chat, and WhatsApp interaction is connected on one platform, with shared context, so teams always have the full customer picture.
• CX empowerment for every employee: Unlike traditional CX solutions designed for contact centers, CX Complete ensures every customer interaction, no matter which team member handles it, is backed by intelligent routing, smart dial plans, and AI-powered call handling.

“SMBs don’t want to assemble and manage a patchwork of tools to deliver great customer experiences,” said Damon Covey, General Manager of UCC at GoTo. “GoTo Connect CX Complete unifies phone, messaging, webinars, and additional CX capabilities along with built-in AI into one platform where every interaction is connected. The AI works alongside employees, handling the busywork, surfacing insights, and providing real-time guidance, so people can focus on delivering empathetic, high-quality customer experiences without the enterprise overhead.”

For more information, visit: www.goto.com/connect/cx-complete

About GoTo
GoTo, the leader in cloud communications and IT, is dedicated to powering a world of work without limits. Featuring flagship products GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue, the GoTo portfolio offers secure, reliable, AI-enabled solutions that are simple to adopt for small and midsize businesses, and scalable to enterprises worldwide. GoTo continuously improves human experiences for AI-enabled workforces across hundreds of thousands of customers. The company is headquartered in Boston, Massachusetts, with approximately $1 billion in annual revenue and 2,500 employees throughout North America, South America, Europe, Asia, and Australia.