IT and Business Insights for SMB Solution Providers

GoTo Adds Call Quality and Volume Management Features to Unified Communications Platform

Designed to lighten administrative workloads, the enhancements to GoTo Connect include a new Efficiency Mode that automatically prioritizes audio clarity over low-bandwidth connections and new tools for diagnosing call volume trends. By Rich Freeman

GoTo has rolled out enhanced functionality for GoTo Connect, its flagship unified communications solution, aimed at helping users improve call quality and manage call volumes. 

The new features share a common goal of lightening the workload of overburdened IT administrators, according to Paddy Srinivasan, who became GoTo’s CEO in August.

“With employees working from anywhere, providing consistent high-quality connections can be challenging, especially for IT admins. At GoTo, we continue to optimize for IT admins to give them the insights and reliability needed to reduce tickets and keep businesses running,” said Srinivasan in a press statement. “Today’s enhancements go a step further to remove common technology barriers and enable IT admins to work smarter, all while having the 99.999% uptime they depend on.”

Updates to GoTo Connect introduced today include a new Efficiency Mode designed to conserve CPU, bandwidth, and battery life over low-performance connections by automatically prioritizing audio clarity over webcam resolution and screen share quality. According to GoTo, the new feature also reduces the amount of troubleshooting technicians must do in response to support calls.

In addition, an all-new version of the GoTo Connect dial plan editor now includes analytics reporting that displays real-time information on call volume over the last hour as well as trend reports on call volume over the last one, seven, or 30 days. Based on that data, GoTo says, technicians can reduce customer wait times by adding more phone lines when volumes are unusually heavy or confirm that their phones are still working when volumes are unusually low.

Over three-fourths of IT administrators say that supporting hybrid workers has increased their workload, according to a recent GoTo-commissioned study from Frost & Sullivan. Some 44% of IT respondents to that survey further reported having more tasks to perform due to hybrid work, while 41% said they’re under increased pressure.

GoTo last updated Connect in August when it tightened ticketing integration between that product and GoTo Resolve, the remote IT access and support platform it shipped in February. Together with the partner program it introduced the same month, those systems are designed to give solution providers, telecom agents, and VARs an easy way to make voice and collaboration services their entry point into managed services. That strategy won GoTo a ChannelPro All-Star awards for 2022.

ChannelPro SMB Magazine

Get an edge on the competition

With each issue packed full of powerful news, reviews, analysis, and advice targeting IT channel professionals, ChannelPro-SMB will help you cultivate your SMB customers and run your business more profitably.