Agent Softphone with the GoTo Desktop App
Using GoTo's new softphone experience, Contact Center customers now have the option to leave notes when customers call. This gives your agents vital information to help callers as quickly as possible.
I'll show you how to create a new contact for a first-time caller and add notes for return callers.
To complete this task, you must use the new softphone experience released in the spring of 2023 and be an active Contact Center customer.
If you want to learn more about the GoTo softphone experience, please view this video: • GoTo's New Softphone Experience
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TIMECODE CHAPTERS
0:00 Introduction
0:46 Enable new softphone experience
1:41 Answering a call
2:08 Display sidecar view
2:24 Soundclips and Quick dial
2:53 Create a new contact
3:58 Notes, dispositions, and tags
5:06 End call and use wrap-up time
5:45 Call from a returning contact
6:25 Edit contact information
6:38 View previous call information
7:27 Locate shared contact
8:26 End credits
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