ARSA lacked crucial reporting tools and depended on a third-party IT firm for call analytics, causing delays when troubleshooting issues. They chose GoTo as their modern contact center solution because it offers flexibility, scalability, and eliminates reliance on hard desk phones. GoTo's cloud-based platform allows easy user additions and supports communication on laptops, desk phones, or mobile devices, which suits different working arrangements. The solution includes intelligent call routing, analytics, omnichannel support, call monitoring, and a unified admin portal, enhancing ARSA's ability to engage customers effectively across multiple channels while simplifying management.

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