Thursday, January 15, 2026
GOCare, a SaaS company specializing in digital customer experience solutions for broadband service providers (BSPs), has announced that Peñasco Valley Telephone Cooperative (PVT) has chosen GOCare and Dialpad as strategic technology partners to modernize how it engages with customers. Serving communities in southeast New Mexico for more than a century, PVT is now taking a major step toward delivering more connected, efficient, and people-focused digital experiences across both voice and online channels.
By centralizing customer communications within GOCare’s integrated platform, PVT is removing manual processes and improving operational efficiency for service teams. This consolidation also creates a single, unified view of customer interactions across voice, messaging, and digital touchpoints. As a result, employees can respond more quickly, collaborate more easily, and maintain consistency throughout the customer journey, regardless of the channel used.
“PVT has always put people and community first, and that philosophy guided our decision to modernize our customer experience,” said Eugene McCord, CIO at PVT. “By bringing voice, messaging, digital channels, and customer data together with GOCare and Dialpad, we're better equipped to support our team and deliver the seamless, responsive experiences our customers expect.”
As part of the modernization effort, PVT is replacing several legacy systems and unconnected tools that previously limited visibility and slowed response times. One of the most significant upgrades involves moving away from an outdated on-premises phone system and adopting Dialpad’s cloud-based voice platform. This change introduces advanced features such as call transcription, call recording, and built-in knowledge resources, all of which help agents resolve issues faster and with greater confidence.
At the same time, PVT is integrating two-way SMS, web chat, and Facebook messaging into the GOCare platform using AI-powered human assist tools. This step replaces a separate chat system and establishes a single system of record for digital conversations. Through integrations with NISC and Calix, agents now gain real-time access to account and service insights, which speeds up troubleshooting and improves overall service quality. Additionally, integration with Salesforce (Lead Agent) brings sales and prospect engagement directly into the same omnichannel environment.
Customer feedback also plays a larger role in the new strategy. By implementing GOCare Pulse surveys, PVT can automate feedback collection, identify service gaps, and make data-driven improvements. Furthermore, the company is replacing limited texting tools with GOCare Messenger, enabling scalable and more personalized messaging triggered by account activity in the NISC iVue Connect billing system.
To support proactive outreach, PVT is also launching targeted SMS campaigns using GOCare Reach. These campaigns help inform customers about network expansion, new service offerings, and promotional opportunities, supported by insights from both Calix Engagement Cloud and Actifai’s AI-powered sales and marketing platform.
Together, GOCare and Dialpad deliver a unified, cloud-based environment that connects voice and digital channels, improves data visibility, and supports long-term innovation in customer service.
“Broadband providers need communications platforms that are flexible, intelligent, and easy for agents to use,” said Matt Allen, RVP, Partner Sales at Dialpad. “By integrating Dialpad with GOCare, PVT gains powerful voice capabilities alongside digital and AI-driven tools that help teams work smarter and serve customers better.”
From a technology standpoint, GOCare’s platform is built specifically for broadband providers and integrates directly with contact center, billing, and network systems. This design enables PVT to connect customer conversations with real-time service data, leading to faster problem resolution and better decision-making.
“PVT's decision highlights a growing shift among broadband providers away from siloed customer engagement tools toward fully integrated digital experiences,” said Jason Smith, CTO of GOCare. “By co-selecting GOCare and Dialpad, PVT is modernizing its service operations while staying true to its people-first values and leveraging GOCare's integrations to common ISP platforms.”
Overall, this partnership positions PVT to deliver faster support, stronger engagement, and scalable digital services while continuing its long-standing commitment to community-focused service.
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