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
Verint CX Automation
Score 8.2 out of 10
N/A
Verint CX Automation is a contact center platform designed to lower an organization’s costs while simultaneously elevating its CX.
N/A
Pricing
GoTo Connect
Verint CX Automation
Editions & Modules
Basic
Starting at $27
per month per user
Standard
Starting at $32
per month per user
No answers on this topic
Offerings
Pricing Offerings
GoTo Connect
Verint CX Automation
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
Required
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.
Verint offers a start-anywhere approach, meaning you only pay for the bots you choose to implement rather than having to purchase the whole platform.
Pricing structure: Verint's pricing options include named employee and volume-based models. Verint provides the ability to flex up and flex down, and swap licenses for bots as needed.
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.
Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call. We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging
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
As someone who learned WFM and Verint CX Automation early this year the UI menus (how and where things are broken down) is not intuitive.
Verint CX Automation can be a great resource but it's difficult to navigate and bookmarked pages get moved. For example the "What's New" page and corresponding Coming Soon in WFM and behavior changes pages have been moved twice in the last few months alone.
The security privileges are also not very user friendly. When trying to trouble shoot what additional access needs ot be given to someone to gain access to a specific feature in the system it's not intuitive.
Your release notes have changed sections and are not consistently published in the same place for availability. This inhibits our organization from reviewing them in advance and preparing for any changes or bug fixes we were unaware of and to setup our lab for testing.
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
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.
Based on my personal experience and the experience I have seen and heard from others in the industry. While I cannot disclose specific details on my personal experience, I feel like most who have used it have benefitted from its usability
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.
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.
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
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.
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.
We have the five9 version of Verint CX Automation which took the place of Business IC Manager. The ease of use and real time coaching capabilities have been instrumental to give immediate coaching and understanding what our customer agents are doing at any given time. The canned reporting and transcription could improve.
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.
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.
