Broadvoice Enhances GoContact Platform with Next-Gen Voice AI and Conversational Analytics Tools

Broadvoice, a prominent provider of AI-driven customer experience (CX) solutions, has officially unveiled GoEngage and AI Analyst. These two cutting-edge artificial intelligence capabilities are designed to integrate seamlessly into the company’s GoContact platform.

The launch signifies a major step forward in Broadvoice’s overarching AI roadmap and unified brand strategy. The new tools are built to address a shifting marketplace where modern contact centers require autonomous voice handling alongside immediate, actionable data insights.

“The next generation of customer experience will be defined by AI that not only understands customer interactions, but helps execute them,” said Broadvoice Chief Product Officer Gurdip Jande. “With GoContact AI, we’re bringing together intelligence and engagement to help organizations resolve requests faster, automate routine tasks, and connect customers to live agents with the right context when it matters most.”

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Streamlining Inbound Operations and Data Exploration

The rollout introduces distinct operational improvements divided across two native tools:

• GoEngage: Uses advanced speech-to-speech tech to handle phone calls. It processes audio to pick up tone, pauses, and interruptions for a natural conversation feel. People can use regular speech to sort out complex problems; the AI deals with simple requests on its own. If needed, it sends the whole history for a smooth handoff to a human rep.
• AI Analyst: Designed for contact center executives and operations leaders, this tool simplifies data exploration by replacing rigid dashboards with conversational AI. Instead of waiting for static weekly or monthly reports, leadership teams can query their own operational data using everyday language to instantly diagnose shifts in performance.

Managers utilizing the AI Analyst can intuitively ask specific questions, such as:

• “What caused the increase in escalations today?”
• “Which queues are most at risk of missing service levels?”

Driving Measurable ROI Across Global Enterprise Markets

These latest additions enhance a mature CX infrastructure that currently supports high-compliance sectors—including healthcare and financial services—along with rapidly growing mid-market enterprises across North America, Latin America, and the EMEA region. Internal research from Broadvoice highlights the strong financial incentive behind these upgrades, indicating that enterprises frequently achieve a return on investment of up to 250% by adopting contact center AI technologies.

“Broadvoice was built on the belief that conversations matter,” said Jim Murphy, CEO of Broadvoice. “Twenty years later, that hasn’t changed. What has changed is what technology can do inside those conversations. With GoEngage and AI Analyst, we’re helping businesses use AI to answer more customer needs, understand what’s happening across their operation, and deliver experiences at scale.”