Item: GoTo Connect
Rating: 9
Author: Verified User

Overall Satisfaction with GoTo Connect

Use Cases and Deployment Scope

We use GoTo Connect to enable our constantly moving service reps, especially for our contact center. Since 2022, our employees are constantly shuffling locations or WFH. Our old Avaya system simply couldn't handle it, and could not at all support a robust contact center experience. GoTo is so flexible and usable that with minimal system training, our reps are able to provide seemless support from wherever they are, and we can make adjustments to plans on the fly to support our members better than we've ever done before.

Pros and Cons

Pros

Flexible work-from-anywhere
Easy setup and end user experience
Reliable and good quality
Constant development of new features

Cons

Reporting, especially in drilling down across multiple domains
Clearer/simpler linking and management of User, Device, and Extension
Add Playlist support in Periodic Announcement for Call Queues

Return on Investment

Fewer member calls for resolution on average
Shorter average wait time
Decreased service rep complexity and better division of labor, phone vs in-person

Implementation Rating

The biggest challenge from implementation was deconstructing the mess that was our old system's config. After doing so, I believe there were primarily some methods that have worked better in the long run to implement up front, such as separating menus into separate dial plans for simpler updates, routing/re-routing.

All in One Platform

We have not used the meetings and messaging functions widely, though we've been testing them and plan to move in that direction. What we've used of these two features has worked quite well.

The application in particular makes switching between these seamless, and the UI is straightforward enough that we've had to do very little training on navigation. This has not been the case for other software we've needed to use, so I consider this a big plus.

Alternatives Considered

Avaya IP Office

Avaya IP Office was for us a complicated and inflexible on-prem solution. It could be made to do a great many things similar to GoTo, however it was not flexible and scalable in the same way as GoTo, which is to be expected of a cloud solution. In particular, as we aimed to build out a contact center, IP office could not do it in a work-from-anywhere environment, and the softphone provided almost no information to the agent. GoTo solved all of the problems we were encountering with IP office, with the added benefit of not needing continously upgrading licensing - as GoTo is a one-license solution.

Key Insights

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?

Yes

Other Software Used

Avaya IP Office

Likelihood to Recommend

Great for End-User friendly contact center software. Flexible work-from-anywhere software. Works pretty well for desk phones(we use Yealink).

Not as good via mobile for the more advanced features, though this has improved. No contact center items in mobile. Calls on mobile are good, everything else is just OK.

Reporting is good, but can be difficult to generate the specific data you want, especially when it's more specific and situational.

GoTo Connect Feature Ratings

Comments

Please log in to join the conversation

GoTo Connect is our org's favorite communication system so far.

Modules Used