Item: GoTo Connect
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I use GoTo Connect to talk to our customers on a daily basis. We receive calls and make calls during our day. We help customers with their accounts and general course information. I use the call queue on a daily basis as well as make inter-company calls.

Pros and Cons

The queue is great!
Dialing out is easy!
Transfers are seamless.

The status update on our account that shows us as available or away does not work. It will not keep our phones ringing if we are away or offline.
When outside calls come in, we are not able to see their phone number within the caller ID. This would be helpful in finding customer accounts much faster.
Connection on the desktop site is not as stable as using the phone app but the desktop version is much easier to use.

Return on Investment

I don't know the overall business since I'm just an employee but I can say that when there are connection issues, we lose time having to call the customer back and get them back.

Implementation Rating

All in One Platform

We do not use the meeting features but the phone system is great. It's easy to set away messages but since I'm not familiar with any other back-end setup this is all the insight I can provide.

Key Insights

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

Not sure

Are you happy with GoTo Connect's feature set?

Yes

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?

I wasn't involved with the implementation phase

Would you buy GoTo Connect again?

Yes

Likelihood to Recommend

I love GoTo Connect and using it on my browser makes it easy to place and receive calls. The only reason I won't give it a ten is that the connection is unstable even when using high-speed wi-fi. The phone app just doesn't load as well but the connection is much better. The only thing I would like to change is to be able to make ourselves not available while logged in a queue. If we need to step away for a moment, we have to log out of each queue we're logged into, otherwise our phone rings and rings.

Great user experience

Overall Satisfaction with GoTo Connect