Item: GoTo Connect
Rating: 10
Author: Michael Prodywus

Use Cases and Deployment Scope

We are using GoTo Connect as our main corporate phone system. Further, we utilized GoTo Connect partner Nice-Incontact to utilize a best in breed contact center for our customer service department. Our previous VoIP provider had many outages both at the data center and with the dedicated data lines, they were using to provide service. When we moved to GoTo Connect we utilized our primary and backup internet lines which have very few problems so we have fewer outages there. Also, GoTo Connect as a service very rarely has an outage and if there are they are brief. One unexpected benefit we have realized with GoTo Connect is that we are spending less time managing our phone system since changes are quick and easy in the web interface instead of multiple long calls as with the previous provider.

Pros and Cons

Management
Setup
Stability

Confusing branding. There is Jive and GoTo Connect.
Old admin interface randomly shows up when navigating.
Faxes use a weird authentication code in the subject instead of whitelisting emails.

Return on Investment

Reduction in the amount of time we are managing our phone system
Reduction in outages
Faster ability to add a line to get a new employee up and going

Alternatives Considered

vonage enterprise

GoTo Connect has been night and day better than vonage enterprise. With vonage enterprise we were fighting with their support on a daily basis either over a problem/outage or a mistake made when making a change to our system. There are more options available in GoTo Connect when compared to the Broadsoft platform we were on in vonage enterprise. Also, everything is self server on GoTo Connect whereas in Vonage we had to call for practically everything.

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

Amazon Web Services, Microsoft 365 Business, SugarCRM, NICE inContact CXone, Rackspace Managed Hosting

Likelihood to Recommend

GoTo Connect can work in a very small business up to a very large corporation. Since it can partner with Nice-Incontact you can get a very robust contact center, but GoTo Connect also has a less robust one available directly from them that can work in most cases. If you are not comfortable managing your own phone system through a web interface you may want to look for a more highly managed phone system from another provider.

Support Rating

When we email or call GoToConnect support we get a quick response and a quick resolution to our problem or request. We have not yet been disappointed by GoToConnect's support whereas we were constantly disappointed by our previous company. You will find their support personnel knowledgeable, organized, and capable. Our previous provider usually took multiple calls and escalations for the simplest requests or problems to be resolved.

GoTo Connect delivered a easy and stable solution.

Overall Satisfaction with GoTo Connect