Broadvoice Intros Cloud Contact Center Solution for North American Market

Broadvoice has launched GoContact, an omnichannel cloud contact center solution for business customers in North America. The company provides hosted voice, unified communications (UCaaS), omnichannel contact center (CCaaS) and SIP trunking services for small and midmarket businesses.

The GoContact platform joins the Broadvoice portfolio with the July 2021 acquisition of GoContact, a CCaaS provider based in Aveiro, Portugal. GoContact is a frequently adopted CCaaS solution among business process outsourcing (BPO) companies and contact centers in Europe and Latin America. Since the acquisition, Broadvoice has geared up to deliver and support the GoContact service in the U.S. and Canada.

Broadvoice’s Jim Murphy

Jim Murphy is Broadvoice’s CEO.

“We’re excited to finally bring GoContact to our business customers in North America,” Murphy said. “The cloud-native, low-code CCaaS platform is a game-changer in the contact center space. GoContact offers enterprise-class omnichannel functionality that’s been tested by BPOs and call centers around the world. At the same time, it delivers optimal ease of use and affordability that lives up to our promise to simplify communications for small and midmarket businesses.”

GoContact reduces technological and licensing complexity to transform contact center options for businesses of all sizes. Compared to other solutions in the market, GoContact is easy to deploy, use, manage and afford, Broadvoice said.

Provisioned in a cloud-native environment, GoContact requires no hardware. It also runs in a browser with no additional software required, the company said. GoContact gives agents a “single pane of glass” for calls, chat, email and social media in one queue within the same browser. Channel or admin and agents don’t need separate applications.

Additional Features

The product is for users, not IT. There’s no coding or scripting required. For example, a contact center manager can build an inbound campaign queue, set up the rules and assign agents in less than 10 minutes using the platform’s drag-and-drop interface. Users don’t need special training or certifications.

GoContact is a proprietary platform that Broadvoice owns and operates with no ongoing licensing overhead. Customers can save money with concurrent seat licenses instead of paying for individual agent licenses, the company said.

GoContact offers “surge licensing,” enabling customers to temporarily scale up from as few as 10 licenses. This gives customers the ability to meet peak seasonal demand and then return to normal levels for true metered pricing.

Broadvoice says with GoContact there are no add-on costs; all standard capabilities are bundled in the monthly seat charge. That means customers automatically have access features like Agent Assist. This guides agents through live calls, enhancing productivity and performance.

Finally, GoContact updates are automatic and included in the company’s licensing.

Partner Perspective

Joseph Saullo is president at First Class Connection, a Broadvoice partner. He said the Broadvoice UCaaS solution allows his firm to bring one-stop shopping and invoicing to inbound CCaaS clients.

“The combination enables us to deliver tremendous value to our clients by reducing the complexity of managing multiple vendors,” Saullo said. “GoContact allows us to grow our business with Broadvoice by opening the door to our larger and/or complex businesses. These businesses require a specific set of support and have specific expectations regarding Contact Center applications. GoContact is great choice to provide a CCaaS solution that includes integrations with specific CRMs and ticketing systems. One of the attractions is a drag-and-drop script builder and built-in CPaaS for Agent Assist. It’s now all covered with Broadvoice. ”