GoTo Connect vs. RingCentral Video

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

I would recommend RingCentral Video if a user or company is currently using RingCentral Meetings and is concerned with the security implications of using a Zoom-based platform. I would also recommend it if they are using O365 or G Suite presently. I would not recommend RingCentral Video if they are using MS Exchange on-prem. RingCentral Video is not as good as RingCentral Meetings, at present. It's also not as good as other meeting software, such as Cisco Webex.

• 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

• Audio quality is always good if we have good internet.
• Sharing the screen is easy and simple for every user.
• Reliability, as all the conference software we need to make sure it's there whenever we need it.

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

• Only a rudimentary add-in for Outlook if using on-prem Exchange
• Bugs in screen sharing that include an "application was minimized" error and the inability to share audio from a pre-recorded video
• No simple way to join a RingCentral Video from the phone app without typing in the exact meeting ID, which can be tedious.

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

Easy to use once it has been set up and onboarded with your company. Once you learn how to use all of the various features and dial out to other countries, it is a great product and in my opinion, superior to some of its competitors on the market currently.

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

Did not require support

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.

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

RingCentral Video works basically as well as Google, Skype, and Zoom, however, those apps are more well known and much more industry standards. That is why we prefer them however we do use RingCentral as the backup and for some clients who prefer it for one reason or another. It is firmly on the second tier of options, but it is solid nonetheless.

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.

• To combine SMS and call answering by one of many individuals and voicemail recordings with voice to text in their emails has allowed us to give substantially better customer service to our customers.
• We used to host our own hardware, but since going with GoTo Connect we no longer dread a piece of equipment going bad or keep a full spare in reserve. This has saved us money and our sanity.
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Incentivized

• Hard to attach an ROI as RingCentral Video is in current competition throughout our organization with Microsoft Teams. For those who have been using RingCentral Video since we first began using them, they find the product well received by their external clients/customers.