GoTo Connect- You Get What You Pay For!
February 21, 2022

GoTo Connect- You Get What You Pay For!

Dominique Bonsell | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Connect

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.
  • 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
  • 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
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.
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.
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.

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?


Would you buy GoTo Connect again?


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.

GoTo Connect Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Directory of employee names
Answering rules
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Video conferencing
Not Rated
Audio conferencing
Not Rated
Video screen sharing
Not Rated
Instant messaging
Not Rated
Mobile app for iOS
Mobile app for Android

Using GoTo Connect

10 - The only teams that currently use GoTo Connect for their softphone capabilities are customer support and technical support.
2 - Expanded knowledge of softphone integration and setup. Patience with very wordy documentation and spotty client support.
  • Customer support
  • Outbound phone calls
  • Technical support
  • Call reporting
  • Freedom from using only a desk phone thanks to their cell phone app
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.