GoToConnect is good for early startup support centers, but only as a stepping stone to more robust tools as your org grows
January 29, 2019
GoToConnect is good for early startup support centers, but only as a stepping stone to more robust tools as your org grows
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with GoToConnect (formerly Jive)
I no longer use GoToConnect but while we did we used it across sales, implementation and support teams. It was our primary VoIP for our whole organization.
- They make it very easy to set up and create call flows and IVR's. I could manage them from an intuitive dashboard and could make changes quickly as needed.
- GoToConnect was very affordable as well. For the price point, the reporting and admin tools were solid.
- We ran into issues with uptime while using GoToConnect. We would have outages too frequently and they affected our service level agreements.
- All of the support we worked with was outsourced and often they struggled to understand my needs or what we were trying to accomplish.
- It doesn't provide an omni-channel tool (chat and email) which is ultimately why we stopped using them on the support side. We still use them for other departments that don't require intelligent routing.
- Our service levels struggled due to phone outages.
- We couldn't prioritize calls based on what we deemed as important characteristics of the customer or call.
- The usability is easy and the admin tool is intuitive.
- NICE inContact CXone and Five9 Virtual Contact Center
GoToConnect is a great early tool for a startup business. As the business needs and support burdens grow you will eventually need to upgrade to a more robust platform if you are on the support side of things like myself. On our sales side of things, they continue to use GoToConnect and do so without problems.