GoTo Connect

Score8 out of 10

505 Reviews and Ratings

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.

Categories & Use Cases

Media

Screenshot of GoTo App - contact center general settings

Screenshot of GoTo App - meeting chat (in-session)

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Screenshot of GoTo App - contact center general settings

Most Frequent Users

Top 3 industries using GoTo Connect.

Based on HG Insights installation data

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#1 most frequent

Professional, Scientific, and Technical Services

16.8%

25 installations of 149

“Lower subscription cost.”
— Technical support engineer, Coraxtra (Small Businesses)

#2 most frequent

Health Care and Social Assistance

10.7%

16 installations of 149

“It has been great, but the primary use of Go-To for myself and my business has been for phones. That experience has been great.”
— Helpdesk Manager, Harvard Bioscience (Mid-sized Companies)

#3 most frequent

Other Services (except Public Administration)

10.7%

16 installations of 149

“We only use GoTo for calls. We do not use the other features.”
— Owner, Lock Doctor

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.

Scott Gondesen View 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

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

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

Lisa Murdock View 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

Michael Freeman View profile

Network Administrator in Information Technology at Tulsa Housing Authority (201-500 employees)

Use Cases and Deployment Scope

We use GoTo Connect for our voip communications. They have been amazing in handling all of our network traffic and doing so with grace and uniformity. THe rep that we have [...] has been amazing and conitues to go above and beyond even a year after we have deployed go to in our network.

Pros

VOIP Communications
Meetings
Dial plans or auto attendents

Cons

Thus far its been great. Voicemail to email is finicky on the deletion sometimes.

Return on Investment

Communication is much better now our old system allowed voicemails to pile up and caused missed voicemails and calls.

Alternatives Considered

RingCentral Contact Center, Mitel MiCollab and 8x8 Contact Center

Other Software Used

Lansweeper, Darktrace, OpenManage Integration for VMware vCenter

Usability

Nextiva

RingEX

8x8 Work

MiVoice 250 / Office Application Suite (discontinued)

GoTo Connect

What is GoTo Connect?

Categories & Use Cases

Media

Who Buys & Uses GoTo Connect

Most Frequent Users

Professional, Scientific, and Technical Services

Health Care and Social Assistance

Other Services (except Public Administration)

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

Canada

Brazil

Most Frequent Users

IT

Customer Success

Admin

GoTo Connect Reviews

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Use Cases and Deployment Scope

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GoTo Connect Alternatives