Item: GoTo Connect
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We initially used GoToConnect in a smaller office where implementing a PBX wasn't practical, both infrastructure and cost-wise. A cloud PBX solution was a no-brainer. After using it and seeing how easy it was to implement, the consistent service and all the perks that come with using GoToConnect, we eventually rolled it out to all our offices in North America. It saves over the cost of a PRI, software maintenance and third party contracts. The cost of hosting all our US sites with GoToConnect almost equaled the cost of our NY site alone using PRI and a on prem PBX setup. It was not a hard decision to make going with a cloud PBX provider like GoToConnect.

Pros and Cons

Easy setup
Cost effective for mid-large size companies
Including GoToMeeting accounts with each user account!

Doesn't currently have a computer based attendant console for front desk or switchboard setups
Tech support and implementation teams are always helpful and knowledgeable, but on the green side
Management of multiple sites via the cloud interface is getting better, but not perfect yet.

Return on Investment

Significant savings over hosted PBX with PRI lines. Add in service contracts, software maintenance, online meeting services and the cost savings increases even more.
Previously we shared online video conferencing accounts. We no longer have to do that and deal with the confusion of juggling shared accounts
We now have internal extension dialing. Something we did not have previously
GoToConnect was flexible and offered incentives to use them as your phone carrier

Usability

GoToConnect not only offers you the "softphone" features of a cloud PBX, but ties in GoToMeeting and the IM and presence features of Microsoft's Skype for Business. The interface is clean, bright and straightforward. It has many features, but presents it in an intuitive manner where it's not overwhelming.

Alternatives Considered

Vonage Business Cloud

We first tested Vonage for Business at one of our sites. Support was very disappointing during the implementation. The tech I spoke to wasn't strong technically and suggested I get new network equipment because he was unable to help me resolve firewall issues. Once I was able to resolve the issue on my own, service was fine. Vonage packages Amazon Chime with their user accounts, which is not as widely recognized and used as GoToMeeting, so there were issues that came along with that as well.

Support Rating

I've used support a few times, primarily in the very beginning when I ran into firewall issues on my side. Support is always available and the tech that was assigned to my implementation went above and beyond trying to help me resolve the issue. Wait time is also very reasonable. Almost always a few minutes at most. You can contact support via a phone call, chat or email. The sales staff is also responsive and not overbearing.

Other Software Used

VIPRE, Sophos UTM, Dameware Remote Support

Likelihood to Recommend

GoToConnect's service is currently only available in North America and in Brazil, so if you have offices in those locations, it's terrific. They are also willing to work with you in terms of pricing (depending on the amount of users) equipment, and terms. They offer a package that includes a GoToMeeting account for every phone user, so that is yet another cost saving feature if you are currently using online conferencing services. If you are not in North America or Brazil, obviously GoToConnect is not an option for you. Smaller offices with simple call setups may be able to get away with a cheaper solution as GoToConnect is geared towards enterprise configurations.

Heavenly Cloud Based Phone Solution

Overall Satisfaction with GoToConnect (formerly Jive)