Recent Blogs
Introducing Verified Caller IDs: STIR/SHAKEN Now Available
2 MIN READ We’re thrilled to announce a new feature that empowers you to answer calls with greater confidence and peace of mind! As part of our ongoing commitment to safer, more trustworthy communication, GoTo Mobile and GoTo Desktop now display a special indicator when an incoming call comes from a genuine, verified phone number. This enhancement is powered by STIR/SHAKEN—a set of industry-leading protocols specifically designed to combat the problem of caller ID spoofing. What’s the Problem? For years, VoIP technology has made it easier than ever for bad actors to impersonate someone by faking a caller ID number—a technique known as spoofing. Spoofed numbers can lead to spam, scams, and even fraud, eroding trust in voice communication. That’s where STIR/SHAKEN comes in. How Does It Work? STIR/SHAKEN It's a government-mandated (FCC) technology suite that verifies incoming calls come from legitimate, non-spoofed phone numbers. It helps verify that the phone number displayed on your caller ID hasn’t been tampered with. When you get a call on GoTo Mobile or GoTo Connect Desktop (with US-to-US calls), you'll see a verified icon 🗸 next to the number if our carrier has confirmed it’s the real deal. Now you can answer with confidence, knowing the number you see is legitimate and not spoofed. Here is an example GoTo Connect desktop: Where is it available? Currently, STIR/SHAKEN is available only for calls made from one US phone number to another US phone number. What does it verify? STIR/SHAKEN confirms the authenticity of the phone number—but not of the caller’s identity, name, or other info, which can still be manipulated. Does it block spam calls? No, it doesn’t block or filter spam or unwanted calls. If you continue to get unwelcome calls from a verified number, you can still block that number yourself. FAQ: What is the real benefit of STIR/SHAKEN? It lets you know whether the number displayed for an incoming call has been verified by your carrier as authentic, making it harder for scammers to hide behind spoofed numbers. Does this mean all scam or spam calls are gone? Not yet. While scammers will find it harder to impersonate trustworthy numbers, STIR/SHAKEN can’t block calls or verify the actual identity behind a call—just the number. Is it available outside the U.S.? Currently, this technology is only applied to calls between US numbers. The feature is being currently deployed on GoTo Mobile and will soon be available in GoTo Connect Desktop and Web. Let us know your comments and questions below!Two new GoTo Connect Features Launched in June: AI Receptionist Language & Accent Support, and GoTo Mobile Contact Center Agent Access
2 MIN READ We’re excited to announce two major updates that're now live: AI Receptionist Language & Accent Support and GoTo Mobile: CC Agent Support. Read on for details about how these features could unlock new value for your team and your customers. AI Receptionist: Now with Language & Accent Support The GoTo AI Receptionist just got even smarter and more versatile. You can now select the desired language and even the specific language variant (such as US or UK English) for your AI Receptionist. Why is This a Big Deal? Serve a Global Customer Base: Easily configure your receptionist to greet and guide callers in their preferred language, making your business accessible to more customers. Perfect the Experience: Go further by choosing the appropriate language variant, ensuring that accents and phrasing feel natural (think: UK English for a London office, US English for New York). Effortless Setup: Configuration is straightforward. Just head to your AI Receptionist settings, pick your language and accent, and you’re ready to go! GoTo Mobile: Contact Center Agent Support We know modern teams need flexibility—especially Contact Center Agents who are always on the move. That’s why we’re excited to announce a significant leap forward: CC Agents can now log in and out of their assigned call and inbox queues and fully access their inbox queues directly from the GoTo Mobile app. Why is This a Big Deal? Unmatched Mobility: Agents are no longer tethered to their desks. Stay productive and responsive wherever business takes you. Seamless Queue Management: Log in or out of call and inbox queues right from your mobile device, ensuring you’re only working the queues you need—when you need. We would love to hear your thoughts!Contact Center - Analytics
1 MIN READ Missed ring attempts percentage (Agent Performance board): A new metric has been added to the Agent Performance board within the Individual performance summary. Missed ring attempts percent (missed ring %) will show the percentage of unanswered ring attempts out of all calls that rang for the agent (including repeated attempts for the same call). This can also be exported in the Individual performance and workload summary export. For more details: Agent performance boardYour New Inbox Experience
1 MIN READ Discover the flexible inbox solution you’ve been waiting for. Effortlessly manage conversations across channels, assign messages, and collaborate with your team — all from one intuitive hub. Built for speed, organization, and customer satisfaction, the Inbox adapts to the way you work. Now with powerful new features launching June 3rd: Streamlined setup: Configure inboxes and settings in one place with our new centralized Inbox tab in the admin portal. Smarter contact management: Create and manage contacts directly in admin — or sync with your CRM to automatically tie conversations to the right contact. Automated support, your way: Build custom workflows with our Chat Assistant, now enhanced with triage capabilities to route conversations to the right inbox. Collaborate with ease: View teammates’ conversations, reassign messages, and move conversations across inboxes with new flexible tools. Work faster with a fresh UI: Enjoy a sleek, high-performance interface, complete with improved filtering and the ability to mark messages as unread. Engage proactively: All users can now initiate outbound messages directly from the inbox. Measure what matters: Track customer satisfaction with built-in surveys and gain insights from resolved conversation reports. It’s everything you need to deliver seamless support and elevate your customer experience.Spotlight on AI Quality Management and introducing Scoring Improvements
2 MIN READ Many organizations are exploring how AI can be used to evaluate 100% of queue calls for quality assurance. However, questions often arise regarding oversight—both of the AI’s decisions and supervisors’ roles in the process. With recent usability enhancements in our AI Quality Management features, supervisors can now review, adjust, and validate AI-generated call evaluations. This creates multiple layers of oversight, helping to ensure fairness and transparency in the quality management process. These tools make it easier to identify opportunities for coaching, maintain high standards in customer interactions, and support trust in the evaluation process among teams. Additionally, these enhancements are designed to support compliance requirements and provide comprehensive reporting, allowing HR departments better visibility and confidence in the use of AI for performance management. Key Details on Scoring Improvements: In the past, results from unwanted evaluations were included in overall dashboard metrics, and there was no visibility into which evaluations received a human review. With new discard/approve options and filtration users enjoy cleaner views into results. Actions for fast acceptance of scores Convenience filter for yes/no question scores Streamlined feedback UI for cleaner workflow Visibility into the user who last changed a score, on hover In-app information for clarity on how feedback is used by the system Ability to formally approve or reject evaluations New approval and discard workflows Confirmation and visibility into who approved/discarded Ability to undo/update statuses New filtration to analyze evaluations by status More details on AI Quality Management can be found here. If you’d like to learn more or enable these tools, you can visit the GoTo Connect self-service portal and add AI Quality Management to your existing GoTo Contact Center Complete product. Questions or comments? Please let us know in the comments section.
