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GoTo Connect

Score8 out of 10

504 Reviews and Ratings

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What is GoTo Connect?

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.

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Categories & Use Cases

Media

Screenshot of GoTo App - contact center general settings
Screenshot of GoTo App - meeting chat (in-session)
Screenshot of simple setup
Screenshot of mobile app - ongoing call
Screenshot of session controls
Screenshot of call menu
Screenshot of dial plan editor

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Screenshot of GoTo App - contact center general settings

Who Buys & Uses GoTo Connect

GoTo Connect Reviews

What users are saying about GoTo Connect.
View all GoTo Connect reviews

Pros

  • Intuitive user interface simplifies administration and end-user experience.
  • Reliable call quality and flexible call routing/dial plan configuration.
  • Responsive and helpful customer support availability.

Cons

  • Reporting and analytics are often described as basic, lacking depth and customization.
  • Mobile app exhibits reliability issues and is missing some key features like call parking.
  • User interface can be confusing or cluttered, impacting navigation and clarity.

Absolutely Fantastic - we and our customers love it!

Incentivized
Scott GondesenView profile
Director of SMB Solutions in Information Technology at Mobius Partners (11-50 employees)

Use Cases and Deployment Scope

We are using GoToConnect across the entire organization to help with remote workforce. We were able to incorporate our sales team using integrated cell phone functionality which was also extremely helpful. I have also helped several other organizations utilize GoTo for their remote workforce challenges with great results. They love the flexibility of the mobile app as well as being able to forward to other numbers such as cell phones.

Pros

  • Very easy setup process - phones come preconfigured and ready to go
  • Outstanding support - issues and enhancements are taken care of very quickly
  • Partner enablement - great to work with from a reseller/implementer perspective
  • Customer satisfaction - our customers absolutely love the system. Once implemented, we have never had one want to leave.
  • Pricing is competitive and transparent

Cons

  • Pricing - there are some lower-priced offerings in the market with similar features
  • Easier access to phone button programming; seems buried and hard for end users to locate / update in the web interface

Return on Investment

  • Greatly reduced costs - Our phone service is about 1/4 of what we used to pay monthly
  • Improved customer experience - our clients love the system, which improves their overall satisfaction with us as their partner/reseller
  • Business Continuity - ability to handle calls without being tied to physical office

Alternatives Considered

RingCentral Contact Center, Microsoft Teams, Google Voice and Mitel Services

Other Software Used

ChatGPT, NinjaOne, Microsoft 365

Usability

Solid video calls without the tech headaches

Cody Dejesus
Co-Founder in Marketing at MV Vendor llc (51-200 employees)

Use Cases and Deployment Scope

We use GoTo Connect as our main hub for all calls, video meetings, and client messages to keep everything under one roof. It completely wiped out the headache of losing track of client requests across different apps since everything now feeds into a single shared screen. Our entire team runs on it daily, and those automatic AI call notes honestly save us hours of busywork.

Pros

  • First is the call routing. They have this visual drag-and-drop tool that lets you build out what happens when someone calls the agency
  • Second is the mobile app. My team is constantly on the move, running between client offices or working remotely.
  • Having all our texts, voicemails, and the AI-generated call notes feed directly into one single inbox is a massive lifesaver.

Cons

  • The initial backend setup for user permissions can be incredibly clunky, making it surprisingly painful to just give a new team member access to a specific shared inbox without accidentally messing up their general calling settings.
  • The platform native dashboard reporting feels pretty basic when you need to dig into deep productivity metrics, so it forces you to spend way too much time exporting CSV files just to build a simple custom report for the week.
  • I would love to see a much more fluid, deeply integrated task manager built right into the chat threads, because right now you still have to leave GoTo Connect and log into a separate project tool just to assign a simple follow-up action to a teammate.

Return on Investment

  • It completely slashed our communication overhead by about 30% right away because we were able to cancel three separate subscriptions for texting, video hosting, and phone services.
  • Our client response times dropped significantly because the automated AI summaries cut down the time project managers used to spend writing up post-call briefs to absolute zero.
  • Eliminating the need to hire an external IT contractor to manage our day-to-day phone routing and employee onboarding saves us thousands of dollars every single year.

Alternatives Considered

Google Meet

Other Software Used

InboxAlly, Microsoft Teams, Insightful

GoTo is all you need

Incentivized
Brandon Gwinup
CEO in Information Technology at UHS Consulting (1-10 employees)

Use Cases and Deployment Scope

GoTo Connect handles all incoming calls, faxes, and call metrics for my organization. The ease of use with the mobile app allows our users to be on the go and answer crucial incoming calls without a drop in call quality. Faxing is also done with ease directly through the desktop or mobile app.

Pros

  • Call Quality
  • Easy User Interface
  • Easy Admin Interface
  • Quick edits to Dial Plan

Cons

  • API Connections with EMR Systems
  • More API Connections in Marketplace

Return on Investment

  • Huge cost savings compared to other carriers when comparing features. Maybe 50% savings.
  • Faster response time due to multiple ways to contact the customer/client.
  • Analytics built in has allowed to have conversations with employees about struggles they have with procedures or understanding of processes.

Alternatives Considered

RingCentral Contact Center, Vonage Business Communications, Ooma Enterprise and Weave

GoTo Review

Incentivized
Lisa MurdockView profile
VP of Administration at Maxijet (11-50 employees)

Use Cases and Deployment Scope

GoTo is primarily used by my Customer service agents. We also utilize the AI receptionist for after hours phone calls, as well as the email fax option. The addition of the AI receptionist was a game changer for us! We previously used an after hours service, which was expensive. GoTo's AI Receptionist saved our company a lot of money.

Pros

  • AI Receptionist
  • Call Queue
  • Virtual Fax

Cons

  • Difficult to switch devices to another extension
  • Notifications when agent not logged into a call queue

Return on Investment

  • Cost savings with the addition of AI Receptionist

I Am So Thankful for This Platform

Incentivized
Stephen BohnkeView profile
Network and Systems Administrator in Information Technology at Noffsinger Mfg Co, Inc. (51-200 employees)

Use Cases and Deployment Scope

GoTo has been an amazing platform and made my life as admin exponentially easier. I cover 3 dispersed locations across the US and one in Canada. Overall, we have around 50 lines, auto-attendants, shop intercoms, and alert functions set up. The install was easy, service is consistently good, the admin portal is user friendly, and the apps are reliable and intuitive. I love that when we have people out of the office that I can, in less than 5 minutes, have all of the lines from one branch rerouted to another and can reverse it even faster once the office is manned again. Holiday messages have never been easier to manage with scheduled adjustments to the call plan that I can set at the beginning of the year, all planned holidays and employee events are covered and I never have to think about them again. If an unplanned event comes up, it is only a couple of minutes to update the plan and we are good to go again. I really can't say enough good things about my experience with GoTo Connect.

Pros

  • Reliable service
  • Great customer support
  • Intuitive apps
  • Fantastic online resources for using the platform better
  • A great blog for troubleshooting
  • Feature rich AND the features work!

Cons

  • 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.

Return on Investment

  • It takes only a fraction of the time to set up new extensions or take down old ones compared to previous providers.
  • The quick moving of lines keeps customers from getting stuck on voicemails and allows the continued person-to-person contact.
  • As the sole admin, I am able to continue with other projects rather than getting bogged down trying to keep our phones up.

Alternatives Considered

Broadvoice | GoContact

Other Software Used

Acumatica, N-able N-central, Microsoft 365, TeamViewer

Usability

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