GoTo Connect - Is it worth the hype
April 29, 2025

GoTo Connect - Is it worth the hype

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Modules Used

  • GoTo Connect Phone System
  • GoTo Connect Contact Center

Overall Satisfaction with GoTo Connect

We transitioned from an on-premises phone system to GoTo Connect. It allows cloud-based phone services, which enabled us to consolidate billing with different carriers. This also allowed us to have 4 digit dialing between all of our sites. With the consolidation, we are able to manage all our phone PBX systems into one management portal.

Pros

  • Predictable billing
  • Easier management of extensions
  • Cloud based always available service

Cons

  • SMS implementation
  • No online support, you have to do phone support
  • API is missing some key feature such as the ability to view VM passcodes.
  • Lack of support for giving non administrators access to the admin portal
  • Costs saving from switch from analog phone lines to VoIP
  • Predictable monthly billing
  • SCIM provisioning for setting up new users seems to be lacking and the API lacks some advanced settings such as enabling faxing and a few other things.
The implementation team did an excellent job. We just had issues with the losing carrier letting us port numbers in a timely fashion. The team held weekly calls to make sure everything was going smooth. They were also willing to import numbers and set up basic settings for each imported user. I would love to have the ability when a new user is added it would generate a random VM password vs a default of 0000.
Having one admin portal definitely helps with keeping things going easily and the ability of managing users, extensions and phone numbers in one easy to manage location. Some issues that we ran in to with this though is the fact when creating a new user, the default is to also include GoTo Meetings which we did not want. However, when creating a new user you can select to not have meetings enabled as a product. Unfortunately, we found out this did not work on the new users like it should, so we had to go back and disable the additional products not needed later.
We went with GoTo Connect because Mitel was removing its offering of on -premises PBX and forcing users to switch to their cloud offerings. This did not sit well with us which had us looking for alternatives. We met with many vendors and GoTo was the one that made the best sense for us financially.

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?

Yes

Would you buy GoTo Connect again?

No

I feel like GoTo Connect is well suited for larger business that have many locations to streamline connectivity between sites without the need for site-to-site VPN connectivity a traditional PBX system would require. I feel like it would also be beneficial for small to medium sized businesses as well. The contact center part of GoTo Connect is lacking on good reporting and charges extra for what they consider advanced reporting.

GoTo Connect Feature Ratings

4.8
Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
7
User templates
2
Call reports
3
Directory of employee names
3
8.3
Answering rules
7
Call recording
10
Call park
8
6.0
Audio conferencing
8
Instant messaging
4
10.0
Mobile app for iOS
10
Mobile app for Android
10

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