LogMeIn Announces New Contact Center Offering to Bring CCaaS to Underserved Majority
April 15 2020 - 9:00AM
LogMeIn, Inc. (Nasdaq:LOGM) today announced a new offering in the
Contact-Center-as-a-Service (CCaaS) space with the launch of
GoToConnect Support Center. Support Center provides CCaaS
functionality in an affordable and easy-to-deploy way that brings
contact center capabilities to virtually any business.
In times of disruption and crisis like what most of the world is
experiencing with COVID-19, it is more important than ever to
maintain business continuity. Through remote work tools like those
made by LogMeIn, including GoToConnect and the new Support Center
offering, employees have the ability to seamlessly transition their
communication needs from work done within an office setting, to
working remotely. To help with the disruption caused by COVID-19,
LogMeIn is offering free use of Support Center to existing
GoToConnect customers until June 30, 2020.
Despite the fact that experts cite about 93 percent of customer
interactions still happen over the phone, today only 13 percent of
businesses are able to use a full omni-channel contact center
offering due to cost and time-to-deploy restrictions.
Designed for the other 87 percent, GoTo’s new Support Center
offers the visibility that businesses need to improve how they
engage with their customers in an affordable and easy-to-manage
way. Because Support Center is built within the GoToConnect
platform, users have the ability to quickly move between calls,
meetings, chat, and new Support Center features to engage with
customers. Support Center can be quickly deployed in one day, even
while teams are working fully remote, with upfront pricing starting
at $29.95 per agent per month plus the cost of GoToConnect.
“Our goal with GoTo is to meet our customers where they are,
with all they need for productive and high-quality collaboration,
while complementing their existing workflows and investments. Our
simple to use and manage CCaaS offering with GoToConnect Support
Center, allows users to field customer calls how, where, and when
they want, whether that’s in an office, or from home where much of
the world is working these days,” said Mark Strassman, SVP and
General Manager for UCC at LogMeIn. “With our new GoToConnect
Support Center, we are democratizing the Contact Center market and
making the most-used CCaaS features accessible to businesses that
have long felt contact centers were beyond their reach. While there
are an almost unlimited number of CCaaS options available to
businesses, we believe our new Support Center finally brings
convenience, affordability, and the right features to businesses in
a way that is unmatched by other providers and can be deployed the
same day, even with a globally dispersed workforce.”
Harley Spring, COO and CTO of Northwest
Plan Services, Inc. (NWPS) a retirement
plan consulting, administration and compliance
services organization, reflects on his decision to
implement GoToConnect Support Center for
his Consultants and Analysts: “Because we’re a financial
services company, we have to continue operating for our
customers during this
pandemic. Four weeks ago, we moved to a 95
percent remote workforce overnight and we’ve seen a 30
percent increase in call volume. With our previous solution,
we would have been dead in the water.” Jennifer Clark,
Vice President of NWPS, understands the value of better
customer outcomes through better customer interactions. She
said, “We provide a white glove service to our customers; we never
want to miss a call. We were concerned
about our level of service while our employees work from
home, but even with increased call volume, we’ve decreased our
answer time, which is by far our top customer
satisfaction metric. Before GoToConnect Support
Center, we were blind to these insights.”
With GoToConnect Support Center agents are able to:
- Log in and log out of all assigned queues simultaneously with a
single button
- See real time queue call information such as which queue the
call is coming from, the wait time of that caller, and the Caller
ID
- Handle calls from GoToConnect directly
The GoToConnect Support Center supervisor experience allows
managers to:
- Make agent assignments and changes
- Access real-time dashboards inside of GoToConnect including an
agent effectiveness dashboard which includes total talk time by
agent, transfer reports, and agent availability reports
- Monitor their agents' calls right from the supervisor dashboard
in GoToConnect
GoToConnect Support Center is now available in the United
States, the United Kingdom, Germany, Ireland, Australia, Brazil,
and Mexico, with additional international availability to follow in
the coming months. For organizations with rich, enterprise-grade
needs, GoTo also partners with NICE inContact.
For more information please visit
www.goto.com/connect/lp/support-center
About LogMeIn's Unified Communications and Collaboration
PortfolioA recognized market leader in Unified
Communications and Collaboration, LogMeIn has the
industry’s most comprehensive portfolio of UCC solutions that
create simpler, more intelligent ways for people to meet, connect,
market, sell and train, to deepen relationships and drive better
outcomes. These include award-winning products under the GoTo
portfolio brand, such as GoToMeeting, GoToWebinar, Grasshopper and
Jive, as well as the recently announced GoToConnect and GoToRoom
solutions. LogMeIn’s combined UCC products support over 28 million
users per month, with over 1.5 billion conferencing minutes a month
contributing to over 8 million meetings per month, and nearly 20
billion voice minutes per year.
About LogMeIn, Inc. LogMeIn, Inc.
(NASDAQ: LOGM) simplifies how people connect with each other
and the world around them to drive meaningful interactions, deepen
relationships, and create better outcomes for individuals and
businesses. One of the world’s top 10 public SaaS companies, and a
market leader in unified communications and collaboration, identity
and access management, and customer engagement and support
solutions, LogMeIn has millions of customers spanning virtually
every country across the globe. LogMeIn is headquartered in Boston,
Massachusetts with additional locations in North America, South
America, Europe, Asia and Australia.
Media Contact Jen Mathews
jennifer.mathews@logmein.com 617-279-2443
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