Great system but can use some improvement
Updated September 23, 2025
Great system but can use some improvement
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- GoTo Connect Phone System
Overall Satisfaction with GoTo Connect
We use GoTo Connect to receive business calls and communicate with our team internally if we are not in the office together. We also deploy GoTo Connect to auto & motorcycle dealerships that need new VOIP systems. Most of them are on GoTo Connect now. Before they were using hybrid POTS/VOIP systems with internal PBXs.
Pros
- Calls
- Text messages
- Paging
Cons
- Customer service
- Tech support
- Adding park lines to all phones, using a group system instead of manually going to each phone in the dashboard.
- Instead of having a dedicated receptionist, having a phone attendant is usually sufficient with our sites we support
- The ability to route specific phone numbers to multiple people is very helpful
- Being able to assign a specific VLAN to all phones in a group is immensely helpful to security and call routing, this saves lots of configuration time to deploy a system
We do not use it for meetings in our business that often, but my experience in using the phone system has personally been good. Our department uses the phone system for very basic functions since we are such a small team. We mainly use it to accept calls and put them into a queue.
- AT&T Office@Hand
GoTo Connect is far superior to AT&T Office@Hand. Overall it is much easier to use and the deployment of a system is much better when doing it for GoTo Connect. I am part of our internal IT and every tech prefers GoTo over AT&T deployment and support. The only thing I have seen that is better is park lines. In AT&T you can create park groups and add phones to a group rather than programming park lines manually to each phone. I wish this was a feature in GoTo Connect.
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?
No
Did implementation of GoTo Connect go as expected?
No
Would you buy GoTo Connect again?
Yes
GoTo Connect Feature Ratings
Using GoTo Connect
25 - Accounting, HR, IT, Executives, and office managers. IT uses GoTo connect the most, utilizing call queues, messaging, multiple DIDs. We implemented a dial plan that has after-hour rules, shared voicemail box. We also use the app on our mobile devices when we are not in the office. It is a very robust system that is easy to use and administrate.
5 - To support GoTo Connect you should be a little technically savvy. You should have some VOIP experience and logical routing. If this, then that kind of logic would be very useful. Also the ability to think of multiple solutions in case a user needs a different solution for their unique problem.
- Cloud Solutions
- Scalability
- Ease of Use
Cloud solutions are very important to us, most of the industry is moving away from on-prem equipment. It is also very nice to manage this all via the cloud from anywhere in the world. Scalability is also another factor we were looking into for a phone system. We love the scalability so it can support something like 10 phones to 50 or more if we require that. Ease of use is very important as well since we have a small team and do not have time to train up all of our users.
- app support
- dial plans
- DIDs
- Seeing if a network is online
- How much is a particular business growing
- Messaging campaigns
- Different dial plans
Decreased
missed calls. Increased customer satisfaction as we never miss calls unless
customers call after hours. Our upkeep of the systems has also decreased and we
have had more time for other aspects of our work. We are able to make and
answer calls anywhere when our staff is not in the office and is out and about.
missed calls. Increased customer satisfaction as we never miss calls unless
customers call after hours. Our upkeep of the systems has also decreased and we
have had more time for other aspects of our work. We are able to make and
answer calls anywhere when our staff is not in the office and is out and about.
Ease of use is worth it alone. Product selection is also much better as well. Competitors are using software that was designed in the early 90s or 2000s while GoTo looks like it was designed in this decade, which is very much appreciated. GoTo is very logical and is easy to train an admin as well.
Evaluating GoTo Connect and Competitors
I would check all products available by GoTo and see if they had any products that will help our business. I would also look into training materials for our admin staff so they can be very knowledgeable in GoTo's resources and all of their products. I would also ask questions about the project process of adding a new business.
GoTo Connect Implementation
- Implemented in-house
Yes - Pre-implementation. This included counting how many phones are needed, determining call routes, creating extensions for each phone and dept. Creating dial plans according to what the customer wants. Implementing VOIP traffic rules for our local firewall. Implementation stage: testing all phones, making calls onsite. Post implementation: working with users to see if it functions the way it is supposed to.
Change management was a major issue with the implementation - Depending on where it is setup it is a part of implementation. If they have POTS phones there's nothing to change, but it is a change of systems. If there is a VOIP system already in place then it is quite the change, but GoTo makes the process fairly simple.
- Phones not working
- Users not being used to new products
- Porting of numbers being slow
GoTo Connect Training
- Online Training
- No Training
I would say it is usually easy to learn without training. Yes I would unless you can afford to spend the time/money on a more personalized training regiment. More training is always preferred but I understand that not everyone will need it or can afford the time and materials to divert.
Configuring GoTo Connect
The best practice we like to implement is fairly simple. We just do one to one config for a GoTo user. One user gets one phone and one extension. Each phone has a generic user because the users don't need to use the more complex functions nor do we have the bandwidth to train our users on more complex configs.
No - we have not done any customization to the interface
No - we have not done any custom code
No, we don't have any custom configs.
GoTo Connect Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Problems get solved Immediate help available Support cares about my success Quick Initial Response | None |
Using GoTo Connect
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
Yes - It works fairly well. Mobile use isn't as in-depth as the desktop experience. It is very easy to use. Messaging and calls work flawlessly. Some features are missing on mobile however which makes it cumbersome when doing complex tasks. Overall it is a solid experience, but the desktop experience is better.
- making calls
- messages
- accessing voicemails
- transferring on mobile
- transferring from voip phone to mobile phone
- finding personal DID in app on mobile
GoTo Connect Reliability
Integrating GoTo Connect
- n/a
- n/a
- n/a
- Dealertrack
- CarWars
- VinSolutions
None of the above
None, never used integrations with GoTo
Relationship with GoTo (formerly LogMeIn)
Getting a good price on phones were negotiable.
Do not be afraid to get a different salesperson if that is what you require.
Upgrading GoTo Connect
- n/a
- n/a
- n/a
- Additional features
- Ease of use improvements
- More integrations with 3rd parties
Yes - It has replaced several, Airespring, Avaya, and Office@Hand. All of these systems are very inferior to GoTo. GoTo is by far the easiest to use. We manage several businesses and we are working to replace all existing phone systems to GoTo. It decreases the need for admin staff to learn several softwares versus one.
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