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A work in progress - great concept, but not reliable
May 01, 2023

A work in progress - great concept, but not reliable

Danya Linehan | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Connect

We use the phone call and messaging function internally and externally. I currently use it when clients request a phone consultation, as well as when anyone needs to send a same day/ASAP message internally about an appointment. It's wonderful in theory because we can do everything in one spot, it has our contacts easily available, and I can use it both on my computer and phone.
  • Allows use on a variety of devices
  • Gives us multiple functions with one system: internal and external calls, messaging, and meetings
  • Gives immediate notification
  • Our biggest issue is dropped calls. This is particularly frustrating when talking to highly emotional clients
  • Randomly delayed receipt of text messages
  • Often, if we text from the computer, that communication does not appear on the phone app
  • Poor/spotty connections
  • Since I'm not in an administrative or data collection role here, I can't answer these questions with great expertise
We implemented GT and NicenConnect MAX simultaneously, so it's hard to separate the struggles with one vs. the other. It was a rough transition honestly. We had many 'bugs' with both systems, our IT folks were troubleshooting and calling customer support constantly, we had some computers which met all company standards, but would not allow the new programs to work, and we had and still have far too many dropped calls and bad connections.
I love the all in one model, and GoTo has been adequate for meetings and messages. Where it continues to be unreliable is with phone calls. I have resorted to calling from my personal cell phone when I know I'm about to have a long appointment with a grieving client, because those calls (so far) have never dropped, where when I was trying to make them through GoTo, I only had about 50% success consistently.
OUr company still uses both NICE, I only have to use GoTo in my current role. GoTo is slightly more reliable than NICE, but NICE has the added features of being able to collect detailed data, and record calls. We used to use Google Voice & other programs that didn't have all the bells & whistles, but were far more reliable

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?

No

Would you buy GoTo Connect again?

No

I think if the 'bugs' were fixed, it's well suited in most company settings, particularly larger companies, where internal and external communications are a large portion of what they do. Such as ours. Again if improvements are made, I would recommend it to any company with remote workers, or multiple physical locations For very small companies with little remote work, I don't see it being as valuable. For example, where meeting in person, phone calls, e-mails suffice.

GoTo Connect Feature Ratings

10.0
Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
10
8.0
Answering rules
Not Rated
Call park
Not Rated
Call screening
8
Message alerts
8
5.7
Video conferencing
6
Audio conferencing
6
Video screen sharing
Not Rated
Instant messaging
5
6.0
Mobile app for iOS
6
Mobile app for Android
Not Rated

Using GoTo Connect

Client services, family grief support, telehealth consults
I'm not sure I understand the question
  • Other
I did not make this decision
  • In house texting
  • Phone calls to and from clients
  • We haven't unfortunately - it isn't reliable enough, so we turn to other tech
  • If it becomes more reliable we'll use it for everything it's capable of
It's frustrating and slowing us down
I would not at this point, we have given it about 2 years of a trial period, but it's not my decision
I don't have a large enough data pool from others