Item: GoTo Connect
Rating: 3
Author: Dominique Bonsell

Use Cases and Deployment Scope

GoTo Connect is used solely in my department, Customer Support, as an inbound phone system for our customers. It addresses the need to have an inbound phone system and phone management software for our customer base. My employees use the salesforce integration, desktop app, and phone app on a daily basis to communicate with our customers.

Pros and Cons

Salesforce integration
Phone app (convenient)
Logging/Dispositioning calls
Simple UI

Quality of calls
Random logging out/rebooting
Price for the add on features (chat, etc.)
Better customer support
Call reporting

Return on Investment

Positive- Dial plan has allowed our agents to prioritize existing customers
Positive- Phone app gives our agents freedom from their desk phone
Positive- Most basic features are easy to use/enable
Positive- User interface is simple and easy to train others on
Negative- Poor call quality has caused an uptick in email cases
Negative- Random logging out/software crashes create issues for agents
Negative- Very basic call reporting makes it difficult to track metrics
Negative- Some features are difficult to enable or do not work properly

Ease of Deployment

GoTo Connect was implemented on time but with very little assistance or training. Their original knowledge base was difficult to navigate and convoluted. Some features were difficult to turn on without assistance from their support team even with instructions in their KB. Several times I've had to reach out to support, and in my opinion, they can be difficult to work with or seem to not completely understand their own product.

Call Quality

The agent's calls frequently cut in and out (even when hardwired into a router and using a great setup). There is never consistency in where the phone will ring, and agents struggle to connect to the system, keep callers on the line, and have a clear conversation. When it works, it's great, but overall there's a lot to be desired.

Usability

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.

Products Replaced

Key Insights

Do you think GoTo Connect delivers good value for the price?

Not sure

Are you happy with GoTo Connect's feature set?

Did GoTo Connect live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of GoTo Connect go as expected?

Yes

Would you buy GoTo Connect again?

Likelihood to Recommend

Great for a low-budget option/smaller businesses who need softphone capabilities and basic salesforce integration. Less appropriate for larger businesses who need more robust call reporting among agents, more options for dial plans or call routing, and more features. If crystal clear call quality is a high priority, GoTo Connect may not be right for those situations either.

Customer support
Outbound phone calls
Technical support
Call reporting

Innovative Uses

Freedom from using only a desk phone thanks to their cell phone app

Likelihood to Renew

Overall we are not pleased with the quality of the calls, the lack of expanded call reporting, and the lack of features for the price we are already paying.

GoTo Connect- You Get What You Pay For!

Overall Satisfaction with GoTo Connect