GoTo Connect Review

We have been using GoTo Connect since it was Jive and our use of GoTo for our VOIP needs has grown with the product. As a high-volume practice, we receive thousands of phone calls every week which results in hundreds of missed calls. With GoTo, we were able to develop a better dial plan for getting calls into the right lane from the moment they come in, while also allowing us to receive every call in real-time as opposed to callers getting a busy signal. We have utilized call queues to keep our callers on the line which has resulted in a reduction n0of the number of missed calls needing to be returned every week. Instead of hundreds per day, it's down to a hundred a week. The number of callers that hang up and call back multiple times in a row has been nearly eliminated. We use the Call Center application to determine our highest call volume times of day, how long our agents are on a call, and how long callers are waiting, all information that informs our decisions for staffing and hiring. We have a mix of users using the softphone application as well as physical phones, and even the app.

we have only recently begun to use the messaging feature in GoTo but it has been really nice to be able to reply and send texts that still appear to come from the organization. Our clients have been asking us to text them information for years and now to be able to do so is great.

The most tangible impact GoTo has had in our organization is within the Contact Center and the use of call queues in our dial plan. It was not unusual for us to have upwards of a thousand calls a week coming into our locations, and a lot of those were callers hanging up and calling again, and hanging up and calling again, and hanging up and calling AGAIN because we didn't answer the phone due to being on the line with another customer. When we deployed call queues into our dial plan, we saw a dramatic decrease in the number of incoming calls every day, and the number of missed calls leaving a voicemail that needed to be returned. We were able to help the customer on their first call because they stayed on the line until we had an agent ready for them. Using the contact center we can manage agents logged into the queues, as well as see who has the quickest answer times, and when calls are the heaviest so we can better deploy our staff.

I have never used any competitor products but I have demoed a few and the thing that kept us from even considering making a change was that they did not have the capabilities to have call queues as GoTo can. Those queues are huge to our business and are key to the way we are able to assist our clients.

We did not purchase premium support but feel that we get premium service regardless of that.

The first time I added new phones to our system I thought I had followed all of the steps for setup but could not figure out why the phones were showing as not connected to our system. One call to support and they were able to quickly diagnose that there was step not described online in the admin portal for the phone itself that needed to be done. It was a simple fix that they were able to remote in and show me and now I can add new phones to the system quickly.