FreePBX vs. GoTo Connect vs. Net2Phone

FreepBX is a great product if you are able and willing to manage your own PBX system. It requires some know-how to set up but once running, it works very well. There is a large community that helps answer questions, but it isn't "plug and play" so you will need to be able to research and troubleshoot your own issues (or pay for support).

Incentivized

Go-To softphones have made my life as an IT manager significantly easier. Being able to take calls and listen to my voicemails on both my computer and mobile phone has been a game-changer. I also cannot recommend the "drag-and-drop" dial plan management system enough. It makes the entire process as easy as programming in Visual Basic and allows you to see exactly what is happening when someone dials into a line.

Incentivized

As the price is so low and the quality is good, you can't really fault anything plus, they provide the best SMS service, with high sound quality; nothing compares to the price, and they also provide ongoing customer support.

Incentivized

• Standard telephony.
• VM to email.
• Firewall
• Expandable extensions.

Incentivized

• Call reports: You can see and review calls received from the first receptor until the last who attend this call, also you can review all calls make and received by your teams
• Voicemail options: Availability to create some voicemail with multiple receptors
• Devices option: with several options to change on your devices
• Audio library: Multiple option to create your own audio library with or without ambien music

Incentivized

• Rolls calls over to multiple phones in succession after a designated number of rings.
• Allows full access to voicemail and all settings through the app on your cell phone.
• One set same bill every month. No more long distance charges!
• Easy to block phone numbers (robocalls)
• Individual user login and setup for personalized functions
• Easy to use personalized hold music

Incentivized

• Phone integration/firmware can be clunky and has a learning curve.
• Relies on crowd sourcing information as expected for open-source.
• Requires some moderate expertise for setup.

Incentivized

• I wish I could use the speed dials from my phone on the apps
• I wish there was a regular reboot of phones during off hours to help from the inevitable glitches of VoIP phones
• It would be nice if extensions were updated without the need to reboot phones.

Incentivized

• I think at performance level it is still to be improved as many time we face hang issues but i think that can be imrpoved soon by the company
• Having different configuration UIs on Web/App/Cloud, where it makes difficult to remmeber the exact places where to make changes. THere should be some syncing in configuration options
• service support to be improved.

Incentivized

They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move

Incentivized

Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.

Incentivized

I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.

Incentivized

There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.

Incentivized

One of the MOST challenging things in tech support is that some of the offshore agents "don't speak Texan/English", and are really hard to understand. GoTo Connect's support is usually someone who is VERY easy to understand their US/English, and are very helpful. In dozens of interactions for our business & our clients, we've only had a few tickets that couldn't be resolved on the first call

Incentivized

The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.

Incentivized

One big lesson we learned is that training the team well makes a huge difference. It was easier when we started with the fundamental features, such as the way calls are handled. Getting staff involved early helped us set it up the right way. So I would say my experience with implementation was straightforward.

FreePBX is as functional and easier to set up and manage, at least compared to the version of UCM we were on. The menus are more intuitive and you do not need to have Cisco command-line memorized to make things work. Plus, there is no cost overhead with an open-source software.

Incentivized

Avaya IP Office was for us a complicated and inflexible on-prem solution. It could be made to do a great many things similar to GoTo, however it was not flexible and scalable in the same way as GoTo, which is to be expected of a cloud solution. In particular, as we aimed to build out a contact center, IP office could not do it in a work-from-anywhere environment, and the softphone provided almost no information to the agent. GoTo solved all of the problems we were encountering with IP office, with the added benefit of not needing continously upgrading licensing - as GoTo is a one-license solution.

Incentivized

Price, availability when ordering it, start-up amount of users

Incentivized

Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.

• Drastically reduced our direct telephony cost as we don't need to have the hardware and support.
• Very functional and added new functionality that we did not have previously.

Incentivized

• Cost Savings have been realized from reducing hardware .
• We are all able to collaborate remotely and it has been seamless and easy to setup.
• I'm able to pull reports, i wish there was improvement on the data analysis side. It has gotten better since LogMeIn, but something is a miss and can be improved.

Incentivized

• Hard to quantify.
• We seem to get more clear voice mails
• The ability to get an email when you miss a call and can access your voice mail from anywhere helps with managing time

Incentivized