Item: GoTo Connect
Rating: 7
Author: Andrew Martin

Overall Satisfaction with GoTo Connect

Use Cases and Deployment Scope

We implement GoTo Connect for a variety of clients who need a VOIP solution that is customizable and robust. The solution is also quite scalable, serving organizations of 10 users to hundreds. Whether you need basic call features, or fully customized queues, dial plans, number routing, and more, you can find a workable solution using GoTo Connect.

Pros and Cons

Pros

Customizable Dial Plans
Easy to use interface for creating users, extensions, etc.
Uptime is generally high, minimal downtime
Responsive support team able to assist with difficult issues past Tier 1 support

Cons

Differences in the UI can cause confusion (between Lines & Extensions for example)
The "new" GoTo Connect interface has features still missing, despite being rolled out to some clients
More customizations for queues

Return on Investment

Increase in productivity flow by using custom queues, dial plans, etc. that can be set up quickly
Less downtime means fewer losses in productivity
Increased visibility into analytics for call queues & users

Implementation Rating

When implementing GoTo Connect, it is best to have a plan for all objects (users, dial plans, queues, etc.) in mind before migrating any information over. This will make the implementation process extremely smooth, or at least more so if the implementation is complex.

Also, it is ideal to ensure number port requests are submitted in advance, so the client can have the numbers when the migration date is confirmed.

All in One Platform

We have not used the meeting feature much, but otherwise, it has been a night and day difference for some implementations. Some clients had complex or unreliable systems that cost time & money to troubleshoot, while GoTo Connect has provided relief from these issues.

The ability to use the service through a dedicated web/mobile app, via the web and using a physical phone has made life quite easy for some, never having to worry about forwarding a phone to your personal device, for example.

Key Insights

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

Yes

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?

Yes

Would you buy GoTo Connect again?

Yes

Other Software Used

Microsoft Teams, Microsoft SharePoint, Datto Autotask PSA

Likelihood to Recommend

GoTo Connect is well suited for businesses looking for VOIP service but does not have the infrastructure or knowledge for on-premise PBX installations. It's scalable and easy to implement/migrate (as long as you have a capable IT staff or MSP to manage this for your company).

It is also well suited for organizations as small as 10 users who just need calls, to a very large company with a large number of locations, each with individual need for customization.

It is not well suited for those looking to have absolute control over every piece of the PBX, as some features and troubleshooting tools are only available by contacting GoTo Support.

GoTo Connect Feature Ratings

Comments

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GoTo Connect - Reliable, Customizable, Easy to use