Buying Strategies for Communications Services
October 5, 2026
GoTo Connect CX Complete Unifies AI, CX for SMBs
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Contact Center as a Service (CCaaS)
Contact Center Platforms
Conversation Analytics
Summary
Author: Beth Schultz, VP of Research and Principal Analyst
What's the news?
On May 19, 2026, GoTo announced GoTo Connect CX Complete, an artificial intelligence (AI)-powered platform built for small and midsized businesses (SMBs). The offering integrates GoTo's cloud telephony with digital channels like SMS, webchat, and WhatsApp, alongside webinar features and other tools. GoTo Connect CX Complete includes an AI Receptionist that can field and direct customer conversations across channels at any hour and AI-enabled voice analytics for evaluating customer interactions and providing objective data on team performance and customer sentiment.
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