GoTo has announced the launch of GoTo Connect CX Complete, an AI-powered platform designed to consolidate customer experience (CX) functions for small and midsized businesses (SMBs).
The new offering integrates GoTo Connect’s telephony with messaging, web chat, WhatsApp, and webinar capabilities into a single interface.
The solution aims to address a common challenge for growing businesses: the need to choose between basic phone systems or complex, multi-vendor stacks. By centralizing all customer touchpoints, CX Complete allows SMBs to manage interactions across various channels while utilizing AI-driven automation for routine tasks. Key features include an AI Receptionist for 24/7 routing and AI-powered voice analytics designed to provide visibility into customer sentiment and team performance.
Damon Covey, General Manager of UCC at GoTo, said:
“GoTo Connect CX Complete unifies phone, messaging, webinars, and additional CX capabilities along with built-in AI into one platform where every interaction is connected,”
The launch comes as internal data from GoTo suggests a high demand for advanced support tools. According to a global survey released by the company today, 82% of employees expressed a desire for AI-enabled customer support tools to assist in their daily workflows.
Benefits of GoTo Connect CX Complete:
CX Complete equips businesses with the tools they need to automate routine work, gain actionable insights, and deliver seamless customer experiences across every channel.
- AI-powered automation, 24/7: AI Receptionist answers and routes calls around the clock, so businesses never miss a call or opportunity.
- Actionable insights at scale: AI-powered analytics evaluates 100% of interactions, giving leaders objective visibility into team performance, customer sentiment, and service trends.
- Consistent experiences across channels: Every voice, text, chat, and WhatsApp interaction is connected on one platform, with shared context, so teams always have the full customer picture.
- CX empowerment for every employee: Unlike traditional CX solutions designed for contact centers, CX Complete ensures every customer interaction, no matter which team member handles it, is backed by intelligent routing, smart dial plans, and AI-powered call handling.
James Glass, Customer Relations Director at Salt Lake Express, noted the impact of improved data visibility:
“Before GoTo Connect, we didn’t have the tools to track call times or identify outliers. Now, we can use that data to improve both employee performance and customer satisfaction.”
Similarly, Robert Copeland, Director of Strategic Initiatives at Versitech LLC, highlighted the scalability of the unified approach.
“GoTo Connect has allowed us to unify and optimize as we’ve scaled. The AI tools and analytics help us coach our teams and deliver a seamless experience for customers across every channel.”
By automating administrative tasks and surfacing insights, the system is intended to allow staff to focus on higher-value customer interactions.
Damon Covey, added:
“SMBs don’t want to assemble and manage a patchwork of tools to deliver great customer experiences. GoTo Connect CX Complete unifies phone, messaging, webinars, and additional CX capabilities along with built-in AI into one platform where every interaction is connected. The AI works alongside employees, handling the busywork, surfacing insights, and providing real-time guidance, so people can focus on delivering empathetic, high-quality customer experiences without the enterprise overhead.”
Deeper Integrations for SMBs
The launch of GoTo Connect CX Complete signals a shift toward the democratization of sophisticated CX tools for the mid-market. Historically, advanced AI analytics and multi-channel orchestration were reserved for large enterprises with the budget to manage “Franken-stacks” of disparate software. By bundling these capabilities into a unified communication (UC) platform, GoTo is capitalizing on the trend of vendor consolidation.
For the CX industry, the move intensifies the pressure on point-solution providers to offer deeper integrations, as SMBs increasingly prioritize ease of use and all-in-one ecosystems over complexity. This release reinforces the idea that the boundary between internal communications and external customer service is permanently blurring.