GoTo Connect saved us cash and time, and works just fine!
Updated September 21, 2022

GoTo Connect saved us cash and time, and works just fine!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Connect

Replaced our legacy ShoreTel on-premise PBX and phone system. Had a better, more reliable mobile phone application for using company phone extension on mobile device. Saved money by consolidating the purchasing of a phone system, mobile application for communication, and GoToMeeting for business virtual meetings. Almost all of our phone users use deskphones, desktop application, or mobile application to communicate with GoTo Connect.

Pros

  • The mobile app is not perfect, but better than others we have used (e.g. ShoreTel Mobility)
  • Connecting new desk phones purchased directly from them or from other resellers is relatively easy.
  • Auto attendants (Dial Plans) are powerful and intuitive to create with their workflow style editor.

Cons

  • The mobile app struggles sometimes with not ringing when a call is coming in - fighting against smartphones constantly trying to optimize battery usage.
  • Support used to be stellar under Jive, but is now offshored and difficult to work with sometimes, especially for least-cost routing issues.
  • We were unable to port in some of our numbers
  • We were able to consolidate from two local telecoms and several toll-free number providers down to (almost) one telephony provider
  • We were able to remove a local fax server software on obsolete hardware
  • Substantial annual costs savings versus on-premise ShoreTel maintenance and licensing
Our implementation was done under Jive, so current implementations may be handled completely differently. Requires strong technical project management on the customer's side. Good documentation of the current setup and strong working knowledge is also helpful.
The "messaging" part (instant messaging, text chat, whatever you want to call it) is not very featured verses Slack or Microsoft Teams, so we use Microsoft Teams still for instant messaging, which is included with our Microsoft 365 plans. Anyhow, Go Meeting is still being integrated into, and some users still prefer the standalone client for that cost-wise, we were able to save hundreds of dollars a month by going to UCaaS
At the time it was ShoreTel ShoreWare Connect, now MiCloud Connect. We made the transition to 100% cloud-based PBX, which is great for no longer needing to do hardware upgrades, firmware upgrades, etc. for an on-premise system, and saves dropping more money on hardware every five years or so. As previously mentioned, the mobile application is much simpler to set up and use than the "Mobility" server/app from ShoreTel.

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?

Yes

Did implementation of GoTo Connect go as expected?

No

Would you buy GoTo Connect again?

Yes

GoTo Connect is great if you are already using other GoTo products, or if you are looking to move to cloud PBX phone systems. The mobile app is better than others we have tried, but the UX changes frequently which can be troubling to some users. Might not be great for very small companies.

GoTo Connect Feature Ratings

8.3
Multi-level Interactive Voice Response (IVR)
10
Call reports
7
Directory of employee names
8
8.8
Answering rules
10
Call recording
8
Call park
9
Call screening
8
Message alerts
9
7.3
Video conferencing
9
Audio conferencing
9
Video screen sharing
9
Instant messaging
2
8.0
Mobile app for iOS
9
Mobile app for Android
7

Evaluating GoTo Connect and Competitors

We were approached by GoTo and offered a great deal to try out the integration shortly after they acquired Jive. If we had to do it again, might have evaluated some competitors as well.

GoTo Connect Support

ProsCons
Knowledgeable team
Problems get solved
Support understands my problem
Support cares about my success
Poor followup
Escalation required
Difficult to get immediate help
Slow Initial Response
Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.
No, there does not seem to be a premium support option.
Yes - Least Cost Routing issues (call cannot be completed as dialed) we report semi-frequently, being in a rural area. Often takes too long for them to flush out the cause.
Back when it was Jive/Utah based support, they would figured out our calling /dialing issues same day and have a resolution in place.

GoTo Connect Reliability

Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.
Very seldom is it completely down. Call issues are relatively infrequent.
The PBX is pretty responsive, and the software takes longer to log into than anything else, most other features are pretty quick to come up.

Comments

More Reviews of GoTo Connect

  1. Home
  2. VoIP Providers
  3. GoTo Connect Reviews
  4. User Review of GoTo Connect