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GoTo Connect

Score7.5 out of 10

488 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

GoTo Connect Key Features

Learn about the best (and worst!) features GoTo Connect has to offer, as determined by TrustRadius' reviewers.
Based on 488 ratings of GoTo Connect's features
View all GoTo Connect features

Top Performing Features

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.1

  • Video conferencing

    Built-in video conferencing capabilities

    Category average: 8.2

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8

Areas for Improvement

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

    Category average: 7.4

  • User templates

    Create and apply batch configurations to multiple users at once

    Category average: 7.2

  • Video screen sharing

    Users are able to share their screens with other meeting participants on video conference calls.

    Category average: 7.5

Who Buys & Uses GoTo Connect

GoTo Connect Reviews

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

Pros

  • Robust call routing and dial plan configuration for efficient call management.
  • Intuitive and easy-to-use administrative portal for system management.
  • Reliable call quality, including clear audio and video communication.

Cons

  • Mobile application has limitations, such as initiating texts from shared numbers or call parking.
  • Reporting and analytics features lack clarity, navigation, and deeper insights.
  • User and administrative interfaces can be confusing or complex to navigate.

Solid video calls without the tech headaches

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

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 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

GoTo Connect

Incentivized
Samantha Iler-WhitelyView 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

Bob Johnson Auto Group GoTo Connect Review

Incentivized
Dave GreenlyView 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

GoTo Connect review

Incentivized
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)

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