Great Functionality
April 29, 2025

Great Functionality

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • GoTo Connect Phone System
  • GoTo Connect Contact Center

Overall Satisfaction with GoTo Connect

We use GoTo Connect to communicate with our customers daily via phone calls. The desk phone and soft phone options are great for our combination of remote and in office workers. The reporting offered by GoTo Connect is very helpful to managing a large team and ensuring our response times are effective.

Pros

  • Reporting is user friendly and easy to navigate. Love having all the reports in one place.
  • Scheduling for different queues or lines is very efficient!
  • Logging in on a soft phone is a very quick process and is an easy to use interface.

Cons

  • Adding a new user can be a bit complex by making sure they are in all the right queues, ring groups, etc .
  • Having a dashboard showing all agents currently on a call would be great! I have only been able to find reports once the call is ended but they are updated very quickly!
  • The soft phone service can sometimes be spotty and breaks up a bit.
  • We've been able to allow more remote work options due to the analytics into call reporting.
  • We've been able to effectively reduce our average call handle time by utilizing the queues and ring groups to get calls routed to the direct department faster.

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?

I wasn't involved with the implementation phase

Would you buy GoTo Connect again?

Yes

There is a lot of functionality and customization in regards to queues, groups, dial plans, etc. This is unbeatable! Once you know how to use the command center, its relatively easy but can take a little bit of time to learn. I wish the reports had the same level of customization. The reports have improved a lot over the past few years but still some areas to improve on.

GoTo Connect Feature Ratings

8.0
User templates
8
Call reports
8
Directory of employee names
8
10.0
Answering rules
10
Call recording
10
Message alerts
10
VoIP system collaboration ()
Not Rated
6.0
Mobile app for iOS
6

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