GoTo Connect

Score8 out of 10

482 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)

1 / 7

Screenshot of GoTo App - contact center general settings

Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.2
Mobile app for Android
Android app
Category average: 8.1
Mobile app for iOS
App for iPhone and iPad
Category average: 8.1

Multi-level Interactive Voice Response (IVR)
IVR is a phone menu allowing callers to interact with the system through voice and keypad
Category average: 7.4
User templates
Create and apply batch configurations to multiple users at once
Category average: 7.4
Video screen sharing
Users are able to share their screens with other meeting participants on video conference calls.
Category average: 7.6

Stephen Bohnke View profile

Network and Systems Administrator in Information Technology at Noffsinger Mfg Co, Inc. (51-200 employees 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

Samantha Iler-Whitely View profile

Office Manager in Quality Assurance at Iler Networking & Computing (1-10 employees employees)

Use Cases and Deployment Scope

We use GoTo Connect as our primary phone system. We love the fact that if there is an internet issue, we are still able to receive calls from the soft phone options. It is great that many clients send pictures of error codes via text. The dial plan is easy to adjust, and the admin portal is easy to use. We are happy with almost everything that GoTo Connect has, except for the integrations with CRM tools being so expensive.

Pros

Soft phone App
User friendly portal
Great support team

Cons

The connection to outside tools
Registration texting make it a little easier on the client.
make it a little easier to change voice recordings from the soft phone.

Return on Investment

We work with alot of nonprofit and the lower cost helps.
We are able to save for our general clients who are using Verizon.

Other Software Used

Yealink Conference Phones, Microsoft 365 Business Premium, QuickBooks Online

Dave Greenly View profile

eCommerce Director in Customer Service at Bob Johnson Auto Group (1001-5000 employees employees)

Use Cases and Deployment Scope

GoTo Connect helps us with Customer Communications from Text to Phone, and the GoTo AI Receptionist along with GoTo's integrations with our CRM and Service Scheduler allow us to decrease expense and increase revenue.

Pros

Telephony to include AI Call Quality Review
Text Communications and Campaigns
Analytics and Reporting on all channels

Cons

Looking forward to the release of AI inside Text/Chat
Looking forward to additional integrations with other software platforms
Looking forward to GoTo adding even more to the GoTo App

Return on Investment

GoTo's AI Receptionist allowed me to go from a 20-person contact center to a 9-person contact center.
GoTo's standalone platforms for various business types keep the software focused on our business needs and help reduce the need for additional software.
The ease of the GoTo administration tool makes onboarding fast and accurate.

Alternatives Considered

MiVoice Office Application Suite (Mitel Application Suite)

Other Software Used

VinSolutions, AutoScheduler, Dealertrack

Jeffrey Bialas

Director of Telecom in Customer Service at Edge Insights, Inc. (1-10 employees employees)

Use Cases and Deployment Scope

We use GoTo Connect for our verbal and texting communication requirements. From daily calls , we monitor inbound and outbound traffic and ensure calls are routing properly. We also utilize text to communicate with our clients and vendors. Texting has proven to be a proficient means of conducting business operations. We also do utilize the E-Fax to send text faxes and also receive faxes.

Pros

Voice
Text
Call logs

Cons

Call Analysis - Reports. They are not exactly clear.

Return on Investment

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.

Other Software Used

Microsoft Teams, Adobe Acrobat, Microsoft Office 2016 (discontinued)

Conor McCaffrey View profile

Helpdesk Manager in Information Technology at Harvard Bioscience (501-1000 employees employees)

Use Cases and Deployment Scope

Go-To is our primary telephony vendor. We use them to provide digital soft-phones to our entire company, manage our phone numbers, and our company's call-center/dial plans. Go-To covers telephony for our US offices and phone lines, allowing us to provide effective customer service, technical support, and more. Being a Go-To customer has been a great professional experience.

Pros

Customer Success Management.
Dial Plan Configuration.
Phone Line Management.
Call Analytics.

Cons

Adding a dark mode to the admin experience.
Add an option for monthly reports directly to email.
Clearly define the difference between the management of "phone numbers" and "users".

Return on Investment

Go-To has saved my company $100s a month, while also having a better customer experience and support team.
We have fewer total dropped calls, fewer customer complaints, and more sales thanks to the dial plan feature and its effectiveness.
We are able to track our call center metrics effectively and see where we can improve the calling experience for our customers.

Alternatives Considered

Dialpad Connect and 8x8 Contact Center

Other Software Used

ThreatLocker, Maestro

Nextiva

RingEX

8x8 Work

MiVoice Office Application Suite (Mitel Application Suite)

GoTo Connect

What is GoTo Connect?

Categories & Use Cases

Media

Key Features

Top Performing Features

Directory of employee names

Mobile app for Android

Mobile app for iOS

Areas for Improvement

Multi-level Interactive Voice Response (IVR)

User templates

Video screen sharing

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Related Products