Item: GoTo Connect
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use GoTo Connect as our Virtual and Physical interoffice and external phone and messaging platform for our Agency employees, on premises conference rooms/speakerphones as well as virtual soft phones and temporary extensions. We also occasionally create custom dial plans smaller client contacts centers or marketing initiatives. That might be custom support lines with vanity numbers for new clients or for special events etc,

Pros and Cons

Clean and consistent Softphone interface for end users. has native Mac App support which is rare
Decent Administrative portal. Managing numbers and requesting new vanity numbers is fairly robust. Integration with Polycom hardware is easy.
Dial plan editor is visual based and easy to use for custom dial plans.

I believe it took them forever to bring the apps into parity across web and all devices. Layouts aren't always optimized for screen size on various devices.
Cost is becoming an issue. Now there are plenty of low-volume virtual phone/messaging solutions that are decently scalable for much less money I've found.
Constant push for upselling and other GoTo products like GoToMeeting.

Return on Investment

Cheaper than a traditional VOIP POE phone system for office buildings.
Since it is scalable, we have been able to reduce hardware and licensing costs as we moved to a smaller facility and employee roles changes.
Their pricing model is somewhat archaic I believe and is based on traditional office phone systems. If they don't get more competitive on line charges we may eventually look elsewhere

Implementation Rating

Implementation was done through a vendor and GoToConnect engineers. They provided initial quote for Polycom phones and speakerphones, virtual fax numbers, printer connectivity (for faxing primarily) and did all the provisioning and deployment. Additional line or hardware adds were handled by a 1 year support contract. Since our staffing volume and physical footprint have decreased dramatically, we have eliminated a large part of the hardware.

All in One Platform

Before the consolidation of several GoTo products from their original owners, we never saw GoToConnect as an all inclusive system for phones, meetings, and messaging. We used various standalone messaging platforms such as Slack, HipChat and Teams based on user experience and functionality. Similarly we used other platforms for meetings such as Zoom and Google. GoTo Connect has always excelled at being an an easy to Admin phone system and their earlier attempts at integration were poor, so we did not go that route.

Key Insights

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

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?

Yes

Would you buy GoTo Connect again?

Other Software Used

Litmus, ActiveCampaign, NordPass Business, HubSpot Sales Hub

Likelihood to Recommend

GoTo Connect is well suited for our hybrid work environment because we can use physical phones like for executive offices and speakerphones for conference rooms on premises. However most of our staff is remote, so we utilize virtual soft phones for remote workers on Mac and iOS to route client calls etc. We also use the extensive dial plan functionality and number flexibility to create small contact centers, create one-off support numbers (like for new clients) or provide numbers for promotional IVRs and things of that nature

Good Feature Set for Office Telephony/Conference Rooms, Small Contact Centers

Overall Satisfaction with GoTo Connect