GoTo Contact Centre Complete

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Recommended Hardware Requirements:
Hardware
2GB or more of RAM
Microphone and speakers (USB headset recommended**)
Webcam (to use HDFaces)
System requirements: https://support.goto.com/connect/help/how-do-i-set-up-goto-contact#

User support

Email or online ticketing support: Email or online ticketing
Support response times: "24x7 Phone Support with an average answer time of 30-60 seconds
24x7 Email Support with an intial response within 24hours
Our support is rated #1 across competitive sites and reviews from numerous customers. "
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: We conducted 3rd party independent assessments to train our teams on development practices and tools required to achieve WCAG 2.1 Level AA compliance for our web chat tool, which powers the support chatbot. These include the following testing methods:
•JAWS 15 (or above) screen reader with Internet Explorer 11
• NVDA screen reader with Firefox
• Dragon naturally speaking 12+ with IE
• ZoomText 10+ with Internet Explorer
• Ensure the service can be used without a mouse – Chrome
• Ensure the service is accessible to people who have a disability but do not require
assistive technology – Chrome/Safari
Colour Blind, Dyslexic, Learning Disabilities, Deaf, Aspergers, and Anxiety/Panic
disorder
• Testing on iPad and iPhone using native browser
• VoiceOver with Safari on iPhone
• Zoom with Safari on iPad
• TalkBack on Android
These were conducted both via automated and manual testing approaches
Onsite support: Yes, at extra cost
Support levels: GoTo Customer Experience brings together the expertise of the GoTo Service Account Management, Technical Support, and Customer Service teams to deliver world-class, personalized service and support. All GoTo Customer Experience teams are Americas-based and available 24/7, through multiple channels, including toll free telephone and email. All access is unlimited and included in your monthly service fees. No additional contracts are required or fees apply.
Once you are onboarded and have reached Go-Live, a Customer Success Manager will be assigned to your account. GoTo provides extensive online help through our support page - https://support.goto.com/connect. Here you can search for the topic you have questions about and find numerous articles and videos to help. Each article also has a link to ""Contact Support"" if you need additional information. This link will route you to the support team members who know the most about that particular topic. If you prefer to be placed in the general support queue, click on the ""Contact Support"" button on this page: https://support.goto.com/connect/help/how-do-i-contact-customer-support. From the support site ""My Cases"" link at the top of the page, you can also view a list of your cases and get the latest status on them.
VIP support also available
Support available to third parties: Yes

Onboarding and offboarding

Getting started: GoTo Connect Contact Centre Complete provides a variety of training options, in which customers can select the time, method, and materials that best meet their organizational needs. All remote-based training is unlimited and included with the solution at no additional cost. In addition, on-site training for either Administrators, End Users, or both is offered upon request and at a minimal charge.

GoTo Contact Centre also provides online video tutorials, quick-start and quick reference guides, and interactive user manuals for administrators and for end users. These training references are available online at any time and are provided at no additional cost.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Video
End-of-contract data extraction: Customers may request the return or deletion of their Content through standardized interfaces at any time. If these interfaces are not available or GoTo is otherwise unable to complete the request, GoTo will make a commercially reasonable effort to support the Customer, subject to technical feasibility, in the retrieval or deletion of their Content. Customer Content will be deleted within thirty (30) days of Customer request. Upon expiration or termination of a Customer’s account, Customer’s Content shall automatically be deleted thirty (30) days after the effective date of the account expiration or termination. Upon written request, GoTo will certify to such
Content deletion.
End-of-contract process: As specified in the "End-of-contract" process, each customer may delete or export relevant Customer Content, and in any regard, such Content would be subject to reasonable retention periods (as specified in the "end-of-contract data extraction" section above). Additional information can be found at the product-specific Technical and Organizational Measures Resource (https://www.goto.com/company/trust/resource-center). GoTo is always seeking feedback and areas for improvement, both throughout the contract lifecycle, as well as thereafter; this may include, if permitted to do so, soliciting input from our users.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Please reference: https://support.goto.com/connect/help/how-do-i-download-and-install-the-goto-app?_ga=2.64814697.755326142.1650894643-1834486989.1569944001&_gac=1.95489646.1649446852.CjwKCAjwur-SBhB6EiwA5sKtjs42OGRNItT46Uqh4EfJvbvLgdmmHCrvRMkbuEISj3Y1OUUPvedn7ho
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Administrator portal is browser-based and offers easy, intuitive access and control over all system features and functions. These password-protected controls are available online and can be used anywhere. Administrators can view, configure, and modify all system user information, devices, lines/extensions, and services. Administrators use drag-and-drop functionality and wizard tools to quickly and easily create user groups, manage policies and permissions, modify dial plans and schedules, and upload prompts and hold music, and much more. User administrators have virtually same level of account access as GoToConnect support engineers. Customers can self-serve in almost every aspect of the hosted services.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Our designers consider and take into account WCAG 2.1 AA accessibility during the design process. GoTo is continuously evaluating ways to deliver our products and services to become more accessible for assistive technology users.
GoTo has created an Accessibility Champions program to take into account the diverse needs of ours users. These champions are aware of accessibility guidelines and assist in educating respective members of engineering, user experience, marketing, etc. teams in awareness and implementation of improvements to accessibility of our products.
API: Yes
What users can and can't do using the API: Our solution provides open standards-based APIs for deeper integration with client CRM, portal, or other web-based systems. No additional hardware is required for CTI integration with Jive Hosted VoIP.Specifics on the currently available APIs can be found here: https://developer.goto.com/GoToConnect/ And, to get started with GoToConnect APIs. start here: https://developer.logmeininc.com/clients
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: There are many components of the application that you can customize. Further details at: https://support.goto.com/connect/help/how-do-i-set-up-goto-contact

Scaling

Independence of resources: GoTo leverages a multi-tenant architecture which is logically separated at the database level based on the organization’s GoTo account. Only authenticated parties are granted access. Solution is built with full redundancy of our data centers, reducing the risk of downtime and single-point-of-failure.

Analytics

Service usage metrics: Yes
Metrics types: Please reference: https://support.goto.com/connect/help/how-do-i-access-goto-contact-analytics
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding

Other
Other data at rest protection approach: We store all faxes (inbound and outbound) in Amazon S3. Data at rest here is encrypted by AWS. There is also a S3 bucket policy from an access controls perspective in place.
Voicemail is encrypted at rest with AES256 bit encryption in AWS S3.
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Data export is supported by Customers requesting this through the GoTo customer support Care team
Reports can be exported to .csv format
Recordings are stored as .WAV files that can be converted into .MP4
Data export formats: CSV
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Other
Other protection between networks: GoTo uses perimeter protection tools, techniques and services to protect against unauthorized network traffic entering GoTo’s infrastructure. These include:
• IDSs that monitor systems, services, networks and applications for unauthorized access
• Critical system and configuration file monitoring to prevent or reduce likelihood of unauthorized modification
• Web application firewall and application-layer DDoS prevention service through which GoTo traffic is proxied to block malicious server traffic
• Local application firewall that provides a layer of protection against OWASP top ten and other web application vulnerabilities and malicious traffic
• Host-based firewalls on web servers that filter inbound and outbound connections
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: IETF standard Transport Layer Security protocols are used to protect communication between endpoints. All network traffic flowing in and out of GoTo datacenters is encrypted in transit.
When TLS connections are established GoTo servers authenticate themselves to clients using
public key certificates. TLS is also supported for signaling between physical phones and the Service infrastructure to secure the traffic and communication when supported by Customer equipment. Media is transmitted using sRTP utilizing shared keys transmitted over Session Initiation Protocol Secure to secure audio traffic. Provisioning information containing physical phones credentials from the Service’s infrastructure to phones are secured using TLS.

Availability and resilience

Guaranteed availability: GoTo strives for high redundancy and availability of our services and infrastructure. Service Level Agreements are mutually agreed upon and covered in the Terms of Service and/or written agreement for the GoTo services with our customers. Publicly available status updates are available at: https://status.goto.com
Approach to resilience: In order to provide redundancy, call failover, scalability, and high availability, the Service uses a
containerized microservice mesh which allows for rapid deployment and scaling of services to
satisfy the needs of GoTo’s customers. This full-mesh design allows for microservices to selfdiscover and self-recover in the event of an outage at any specific datacenter or in the event of
an issue localized geographically on the public Internet. Services are designed to fail-over
between datacenters automatically.
The infrastructure is connected between datacenters in the form of “clusters” with
interconnectivity of a Virtual Private LAN Service (VPLS)/mesh network. VPLS connections can
fail-over to a Dynamic Multipoint Virtual Private Network (DMVPN) in case primary links go
offline. Each site has multiple peering connections with the public Internet. All production
datacenters are connected in such a manner that internal applications can reach services from
any location. Each datacenter is hosted in private hardware (rack blades).
Connectivity to the Public Switch Telephone Network (PSTN) is made from each datacenter
location to multiple PSTN Partners/providers via Session Initiation Protocol (SIP) trunks through
the public Internet.
Outage reporting: A public dashboard available at status page. Status updates can be provided via phone, e-mail, RSS Feed, etc. through the Trust Center webpage.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Logical Access Control procedures are in place, designed to prevent or mitigate the thread of unauthorized application access and data loss in corporate and production environments. Employees are granted minimum (or "least privilege") access to specified GoTo systems, applications, networks and devices as needed. Further, user privileges are segregated based on functional role and environment. Users shall only be provided with access to the network and services that they have been specifically authorized to use.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: No audit information available
How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC 2 Type II

SOC 3

BSI C5

GoTo is EU-U.S. Privacy Shield Certified

TRUSTe Verified Privacy

APEC CBPR and PRP Certification

More info at www.goto.com/trust

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: Other
Other security governance standards: SOC2 Type II, SOC 3
BSI C5
GoTo is EU-U.S. and Swiss Privacy Shield Certified
TRUSTe Verified Privacy
APEC CBPR and PRP Certification
For additional certifications, please visit the Product Resources page of our Trust & Privacy Center at www.goto.com/trust
Information security policies and processes: An Information Security Policy has been established at GoTo and assist in defining the role of technology and management at our organization. It is aligned to ISO27001:2013.
At least annually, applicable policies are reviewed by management to ensure that any procedures or standards are updated in accordance with contractual and legal commitments and company requirements/standards. In order to ensure the confidentiality, integrity, and availability of GoTo Information and IT systems we do not send customers these documents.
Security Policies are relayed to employees at the time of hire and available in the Employee Handbook. They are also communicated to all Global Employees on a regular basis. Additionally, they are hosted on our internal site. GoTo employees and temporary workers are informed on a continuous basis, as determined by the company, about security and privacy guidelines, procedures, policies and standards through various mediums of communication such as awareness campaigns, new hire on-boarding kits, webinars with the CISO, annual policy compliance, security training targeting specific roles (such as software developers), security champion programs, as well as visual media campaigns.
Please reference our Trust Center for further details: https://www.goto.com/company/trust

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: A Change Management Policy has been developed in accordance with relevant commitments and requirements detailing the procedures for infrastructure and development changes, including design, implementation, configuration, testing, modification, and maintenance of systems. Further, processes and procedures are in place in order to verify that changes have been authorized, approved and tested before being applied to a production environment. Policies are in place to provide guidance for the management, modification, and implementation of system changes to infrastructure and supporting applications.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Internal and external system and network vulnerability scanning is conducted monthly. Dynamic and static application vulnerability testing, as well as penetration testing activities for targeted environments, are also performed periodically. These scanning and testing results are reported into network monitoring tools and, where appropriate and predicated on the criticality of any identified vulnerabilities, remediation action is taken. Vulnerabilities are also communicated and managed with monthly and quarterly reports provided to the relevant development teams, as well as management.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: GoTo collects identified anomalous or suspicious traffic into relevant security logs in applicable production systems.
Endpoint Detection and Response software with audit logging is deployed on all GoTo servers to minimize disruption or impact on the performance of the Service. Security investigations will be initiated in accordance with our incident response procedures if suspicious activity is detected, as
appropriate and necessary.
Incident management type: Supplier-defined controls
Incident management approach: GoTo’s Security Operations Center is responsible for detecting and responding to security events.
It uses security sensors and analysis systems to identify potential issues and has developed incident response procedures, including a documented IR Plan.
GoTo’s Plan is aligned with critical communication processes, policies and standard operating procedures. It's designed to manage, identify and resolve relevant suspected or identified security events across its systems and services. The Plan sets out mechanisms for employees to report suspected security events and escalation paths to follow when appropriate. Suspected events are documented, escalated as appropriate via standardized tickets and triaged based upon criticality.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

At GoTo, we are fully committed to committed to maintaining carbon neutrality and building sustainable practices for both our offices as well the thousands of home offices our employees work out of as a part of our remote-centric organization. GoTo's Corporate Social Responsibility program, GoTo Gives, unlocks its people, products, and culture to create long-term, sustainable social and environmental impact that positively affects change in the world. To lessen our overall impact on the environment, we’re engaging boldly in sustainability activities that include:We procure 100% renewable electricity for our global operations by purchasing Green-e certified renewable energy credits (RECs) to match our global electricity usageWe contract with data centers powered by renewable energy, have high energy efficiency standards, an A rating by GreenpeaceResponsibly managing and disposing of our electronic waste and using our recycling credits to support organizations partnered with GoTo GivesCreating office environments that promote conservation through water efficiency, source reduction, recycling, composting and the use of sustainable productsEngaging in sustainable procurement practices when possibleFostering employee awareness and active participation in sustainability efforts through communications, campaigns and best practicesOur portfolio of products, solutions and services also help our users reduce their own environmental impact by enabling them to work and collaborate from anywhere and engage with each other and the world around them to drive meaningful insights, deeper relationships and better outcomes for all. To learn more, visit https://www.goto.com/company/corporate-responsibility For our Social & Environmental Responsibility Principles, please log on tohttps://www.goto.com/-/media/pdfs/legal/finalgotosocialandenvironmentalresponsibilityprinciples12522pdf.pdf

Covid-19 recovery

Throughout COVID-19 and the surge to Video Conferencing platforms, our relentless focus on our stability of service saw us become the most reliable and, therefore, trusted video-meetings platform when compared to the competition.
Working from home can be a challenge with weak Wi-Fi, but our Product/Solution requires the least bandwidth for Video and Screen Share compared to our competitors. This has been proven by independent sources and, most importantly, end-users on review sites like G2 Crowd, TrustRadius, SoftwareAdvice, GetVoIP and more!
Should our customers need us, they can reach us anytime and anywhere, for we are available 24/7. Our customer support is consistently rated #1 by end-users on review sites.

Tackling economic inequality

GoTo is focused on tackling economic inequality. Further details can be found at: https://www.goto.com/company/corporate-responsibility

Equal opportunity

Culture is both the foundation and glue of GoTo that holds the company together across teams, geographies and timezones. Just as GoTo works to deliver connectivity and collaboration for our customers, we apply that same focus internally, emphasizing the importance of human connection and meaningful relationships to ensure all feel engaged, valued and motivated. It's our mission to create a workforce where everyone feels empowered to bring their full selves to work. We know that when our employees are thriving, they’re doing the best work of their lives and we recognize that thought leadership, community building, knowledge sharing, and personal development are key aspects to building an inclusive workforce.
Our Employee Resource Groups (ERGs), a cornerstone of our employee engagement programs, seek to bring increased focus to the importance of growing our diversity and inclusion initiatives, fostering an inclusive work environment and community service to all employees. Employee run ERGs at GoTo include a women’s leadership group, a group for the LGBTQ+ community and their allies, a group for Black Employees and friends with a mission is to promote diversity, celebrate our intersecting identities, and bring to life the vision of inclusive excellence, an ERG for employees of Pan-Asian and/or Pacific Islander descent and friends - the mission is to embrace our cultural differences and foster an environment of education, humanitarianism, and empowerment; a quarterly book club, gardening club, photography club, run club, and more. Through the GoTo Corporate Social Responsibility program, Mission Possible, employees are given 16 hours a year to volunteer within our local communities.
From fostering an energetic atmosphere, to providing professionally challenging opportunities and stimulating day-to-day experiences, GoTo has focused on building an exceptional culture and work environment to ensure employees have everything they need to thrive, both on the clock and off.

Wellbeing

Faced with the ongoing and dynamic global pandemic, GoTo has doubled-down on employee health and safety. Our workforce is now remote-centric, so we have reimagined our support in this area. Thrive, GoTo’s corporate wellness program, emphasizes the mental and physical well-being of employees, providing support and building resilience during these challenging times. Our monthly Self Care Days allow employees the opportunity to recharge, spend time with family, or take up new hobbies.Giving back is a key ingredient to employee wellbeing. GoTo Gives is the vehicle through which we fulfill our mission to create a more sustainable world by connecting the next generation workforce to the power of possibilities. Our three impact areas are: Education & Youth Environmental Stewardship, and Community Action. Through financial support and direct service, GoTo employees lead with purpose. For this, employees are given 16 hours a year to volunteer within our local communities.

Pricing

Price: £50 a user
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Further details will be provided around free version of our service.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

GoTo Contact Centre Complete

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents