GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.
$27
per month per user
Sprinklr Service
Score 7.8 out of 10
N/A
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights. Enables customers to interact with a brand on their preferred channel for consistent brand experience. Empowers agents with unified/360 customer view and recommends the most relevant responses with AI to improve agent productivity and experience.…
$249
per month per seat
Pricing
GoTo Connect
Sprinklr Service
Editions & Modules
Basic
Starting at $27
per month per user
Standard
Starting at $32
per month per user
Self-Serve Customer Service Solution
$249
per month per seat
Offerings
Pricing Offerings
GoTo Connect
Sprinklr Service
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
No-obligation month-to-month account are available, or a long-term contract is available for better deals on service pricing and hardware. GoToConnect provides all features with unlimited use. Customer & Technical support is available 24/7 to resolve any issue. A dedicated onboarding team will help to the phone system set up for any plan.
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.
Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.
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
Automated notifications for certain types of content or posts from certain users
The reporting options are fantastic.
We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
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
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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.
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
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.
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
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.
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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.
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.
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
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.
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
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.
Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.
