GoTo Connect vs. MiVoice Office Application Suite (Mitel Application Suite)

GoTo has been fantastic for office and remote work. No matter where our people are in the world, they can be reached by DID or extension through the phone or computer apps. When an employee is out, his line can be forwarded easily from the local phone or apps and can be forwarded to multiple numbers if necessary. The forwarding can be turned off just as easily. The only challenge there is that if it is forwarded from the local phone, it can not be adjusted remotely. This is not a big deal unless you need to keep your office locked but are not using the app find me/follow me feature.

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Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.

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• Call reports: You can see and review calls received from the first receptor until the last who attend this call, also you can review all calls make and received by your teams
• Voicemail options: Availability to create some voicemail with multiple receptors
• Devices option: with several options to change on your devices
• Audio library: Multiple option to create your own audio library with or without ambien music

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• Call reporting
• Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
• Integrated with our email system.

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• 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

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• It would be nice if they had more documentation on how to do things within the system that was easier to find.
• The software has so many features that it can be overwhelming.

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They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move

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Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.

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I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.

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There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.

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Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.

Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.

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The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.

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One big lesson we learned is that training the team well makes a huge difference. It was easier when we started with the fundamental features, such as the way calls are handled. Getting staff involved early helped us set it up the right way. So I would say my experience with implementation was straightforward.

Avaya IP Office was for us a complicated and inflexible on-prem solution. It could be made to do a great many things similar to GoTo, however it was not flexible and scalable in the same way as GoTo, which is to be expected of a cloud solution. In particular, as we aimed to build out a contact center, IP office could not do it in a work-from-anywhere environment, and the softphone provided almost no information to the agent. GoTo solved all of the problems we were encountering with IP office, with the added benefit of not needing continously upgrading licensing - as GoTo is a one-license solution.

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In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management

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Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.

• To combine SMS and call answering by one of many individuals and voicemail recordings with voice to text in their emails has allowed us to give substantially better customer service to our customers.
• We used to host our own hardware, but since going with GoTo Connect we no longer dread a piece of equipment going bad or keep a full spare in reserve. This has saved us money and our sanity.
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• Efficient, easy to use conference system for better communication
• Useful mobile app to allow employee presence while out of office.
• Global directory removed the need for employees to maintain one.

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