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

Anonymous | TrustRadius Reviewer
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.
Well suited for startups and companies that don't need an Omni-channel tool to manage chat, phone, and email. If you need to build out a full support center with WFM tools, Omni-routing, etc, then GoToConnect is going to be too basic to meet those needs from my experience with them.

GoTo Connect Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Call screening
Not Rated
Message alerts
Not Rated
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated