Broadvoice has announced the launch of GoEngage and AI Analyst, two new AI-powered capabilities for its GoContact platform designed to improve customer experience automation and operational intelligence for contact centers. The announcement marks a significant expansion of Broadvoice’s AI strategy as the company continues evolving its unified customer experience platform.
The new offerings focus on automating inbound voice interactions and providing contact center leaders with real-time operational insights through conversational AI interfaces.
Quick Intel
Broadvoice said the launch of GoEngage and AI Analyst represents the next stage in its AI-focused customer experience strategy, enabling organizations to automate customer interactions while improving operational visibility for contact center teams.
“The future of customer experience isn't just AI that answers questions—it's AI that understands, acts, and advises,” said Broadvoice Chief Product Officer Gurdip Jande. “With GoContact AI, organizations can automate customer interactions, execute business workflows, seamlessly escalate to human experts with full context, and equip every supervisor with an AI Analyst that transforms data into decisions. That's how we help businesses deliver exceptional customer experiences at scale.”
The company stated that both solutions are designed to help organizations improve efficiency while maintaining more natural and context-aware customer interactions.
GoEngage uses speech-to-speech AI technology to automate inbound voice interactions with what Broadvoice describes as a more human-like conversational cadence.
Rather than relying on traditional scripted IVR experiences, the platform processes audio directly to detect tone, interruptions, pauses, and conversational flow. Customers can explain issues in natural language while the system handles requests dynamically.
Broadvoice said the platform also supports contextual escalation workflows by transferring full interaction histories when conversations need to be handed off to live agents.
The company positions GoEngage as part of a broader effort to modernize voice automation for enterprise customer experience environments.
Broadvoice also introduced AI Analyst, a conversational analytics capability designed for contact center supervisors and customer experience leaders.
The feature allows teams to ask operational questions in plain language and receive data-driven insights without waiting for traditional reports or dashboard analysis.
Examples highlighted by Broadvoice include questions such as:
“What caused the increase in escalations today?” and “Which queues are most at risk of missing service levels?”
The company said the capability is intended to help contact center leaders identify operational issues faster and make more informed decisions using AI-generated analysis tied directly to business performance data.
“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.”
Broadvoice noted that its customer experience platform currently supports organizations across healthcare, financial services, and enterprise sectors throughout North America, EMEA, and Latin America.
About Broadvoice
Founded in 2006, Broadvoice has spent two decades helping businesses communicate more clearly, first as a cloud communications pioneer, and now as an AI-powered customer experience company. Through its b-hive and GoContact platforms, Broadvoice delivers UCaaS, contact center, omnichannel engagement, and AI solutions to organizations across North America, EMEA, and Latin America.
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