[...] Breaks Through with GoTo Connect
Modules Used
- GoTo Connect Phone System
- GoTo Connect CX
- GoTo Connect Contact Center
Overall Satisfaction with GoTo Connect
GoTo Connect helps our business & clients stay connected on the go, as well as reach into other markets than our Austin, TX HQ with virtual DIDs, contact center, and SMS/txt messaging. We also LOVE the "Zoom equivalent" of GoTo Meeting that's now FULLY integrated into GoTo Connect. It allows our hybrid workforce to quickly, seemlessly, and effectively communicate, collaborate, and share our screens with participants to increase the experience & process. I'm starting to FORGET how we did work BEFORE we had this level of collaboration capability. It's HUGE for our business.
Pros
- Quick Mtg Starts, 1x click options to add people (phone or computer)
- Allows for PLENTY of participants, and NO TIME LIMITs on mtgs
- When synching a video or some multi-media presentation within the platform during an online mtg, it's fantastic
Cons
- Making a dedicated button for "mute all" (other than yourself) for when someone "walks off before they mute"/has to quickly leave their computer....and FORGOT to Mute. Particularly when dogs are barking when someone working from home has a visitor at the door
- I'd like to see some of the functionality from GoTo Webinar enabled for GoTo Connect: see who's "actively watching" vs has their computer screen on another application
- GoTo Connect 100% enables our remote & hybrid office/home office workforce to have a SOLID experience working from virtually anywhere...
- We no longer waste time or $$$$$ on useless desk top handsets that just cost extra $$$ & take up space on the users' workspace. With integrating a wired or wireless headset, we've reduced our setup costs & improved the lives of our workforce allowing them to roam around the office wirelessly (just like on their cell phones) with GoTo Connect
- It's saved us time, money, & headaches on telephony BCDR (business continuity/disaster recovery), as if we have any interruption in internet access at the office, the calls can be automatically handled by mobile phone using 5G/LTE cellular data.
GoTo Connect's ability to help our business manage voice, SMS/txt, and even online/collaboration for our customer service is fantastic. Can't really live without this ability to connect anymore. We're grateful for the flexibility it gives us to change how we do business & communicate with our customers, suppliers, and partnership teams. All of these channels in a mobile phone App is a HUGE benefit for our mobile teams & hybrid workforce.
- 8x8 Work and Zoom Phone
GoTo Connect's pricing is VERY competitive, and, in my opinion, their customer service is MUCH better than Zoom's. Easy to understand their tech support agents' English, and most of their support folks are VERY well trained. You don't typically have to go into "Tier2" or "Tier 3" support queues very often to get help
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
GoTo Connect Feature Ratings
Using GoTo Connect
5 - sales, marketing, execs, hr
1 - Just need some level of telephony understanding, nothing overly technical required... It's pretty easy/good User Interface & their customer support & tech support is really good
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
The single most important was Ease of Use for our team, but the PBX still needed to have advanced enough capabilities to handle our hybrid workforce
- hybrid work - home & office
- flexible work hours
- Online Demos & collaboration
- Ease of setting up & changing call routing
- SMS/txt - we've been able to receive texts from clients, couldn't on our previous PBX/landline config
- We're working on a marketing platform that will integrate
- Add INTL workforce
- quickly/easily SCALE UP as our workforce grows
collaboration/online screen shares...hands down. I don't even remember how we got business done prior to being able to be share screens.
We were early adoptors of the contact center capabilities, and it's very helpful. Also MUCH LESS EXPENSIVE as compared to some of the Contact Center as a Solution (CCaaS) providers like Five 8, Dialpad, Genesys, NiceInContact, etc.
GoTo Connect Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support understands my problem Support cares about my success Quick Initial Response | Difficult to get immediate help |
No, didn't purchase premium support, don't need it. Their support is fantastic
Building a pretty complex call tree for a client that also wanted "round robin" from their contact center agents. GoTo Connect support helped us troubleshoot why the calls weren't reaching the correct queues. They explained the situation & educated us about other aspects of the call center functionality. Saved the day!
Comments
Please log in to join the conversation