Agentforce Contact Center vs GoTo Contact Center
Agentforce Contact Center
salesforce.com
GoTo Contact Center
goto.comSide by side
| Figure | Agentforce Contact Center | GoTo Contact Center |
|---|---|---|
| Price from | $50/mo | $29.95/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 2 |
| Spec score · Call Center Software | 9.2 (#3) | 8.9 (#8) |
| Spec score · Omnichannel Contact Center Software | 9.3 (#1) | 8.7 (#6) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.3 (#1) | 8.6 (#8) |
| Spec score · Call Center CRM Software | 9.3 (#1) | 8.6 (#6) |
| Headquarters | San Francisco, California, United States | Boston, Massachusetts, United States |
| Rating on Apple App Store | 4.8 out of 5 from 353K ratings for the Salesforce mobile app. | 4.8 out of 5 from 143,000 ratings |
| Rating on Capterra | 4.5 out of 5 from 832 reviews for Salesforce Service Cloud. | 4.5 out of 5 from 671 reviews |
| Rating on Chrome Web Store | 4.2 out of 5 from 1.7K ratings for the Salesforce Sales Cloud Everywhere extension. | 4.1 out of 5 from 18 ratings |
| Rating on G2 | 4.4 out of 5 from 8,448 reviews for Salesforce Service Cloud. | 4.4 out of 5 from 1,422 reviews |
| Rating on Gartner Peer Insights | 4.3 out of 5 from 72 ratings for Salesforce Agentforce. | 4.4 out of 5 from 0 reviews |
| Rating on Google Play | 3.5 out of 5 from 59.9K reviews for the Salesforce mobile app. | 4.8 out of 5 from 153,000 reviews |
| Rating on Trustpilot | 1.3 out of 5 from 660 reviews for Salesforce. | 2 out of 5 from 5,204 reviews |
| Rating on TrustRadius | 8 out of 10 from verified Salesforce Service Cloud reviews summarized from 16 reviews published in the last 18 months. | 8 out of 10 from 504 reviews and ratings |
| What it does | Agentforce Contact Center combines voice, digital channels, CRM data and AI agents in one Salesforce contact-center platform. | GoTo Contact Center is a cloud-based, AI-powered omnichannel contact-center platform for customer communications and agent performance. |
Plans
Agentforce Contact Center
- Agentforce Contact Center$125 a month
- Agentforce Contact Center Plus$250 a month
- Agentforce Contact Center Voice$75 a month
- Workforce Management$50 a month
- Workforce Management$50 a month
GoTo Contact Center
- Contact CenterPriced on request
- GoTo Connect$29.95 a month
In their own words
Agentforce Contact Center
Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.
GoTo Contact Center
GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.