How Unified Communication Tools Improve Customer Experience in Modern Contact Centers

This week on The Modern Customer Podcast, Damon Covey, General Manager of Unified Communications and Collaboration at GoTo, dives into how unified communication tools are elevating customer experience in modern contact centers.

Damon shares how GoTo enables businesses to meet customers on their preferred channels—whether it’s SMS, social media, or web chat—fostering deeper connections and creating seamless experiences. From simplifying IT operations to leveraging AI for faster agent onboarding and smarter workflows, GoTo equips businesses with the tools to deliver efficient and meaningful interactions.

If you’re looking to enhance customer experience and stay ahead in the evolving world of modern contact centers, this episode is a must-listen!

Key Highlights for Easy Listening:

04:47 Why Unified Communication Is Critical to Simplify Customer Interactions 08:41 How to Bridge the Gap in Customer Service Using Better Tools 12:49 What Challenges Arise When Setting Up Communication Channels Like SMS, Social Media, and Web Chat in Contact Centers 18:46 The Intersection of AI Implementation and Change Management 21:35 The Future of Contact Centers and the Transformative Role of Conversational AI

This episode of The Modern Customer Podcast is sponsored by GoTo.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.