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GoTo Connect

Score7.9 out of 10

334 Reviews and Ratings

What is GoTo Connect?

GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.

Read more details.

Categories & Use Cases

Media

Screenshot of GoTo App - contact center general settings
Screenshot of GoTo App - meeting chat (in-session)
Screenshot of simple setup
Screenshot of mobile app - ongoing call
Screenshot of session controls
Screenshot of call menu
Screenshot of dial plan editor

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Screenshot of GoTo App - contact center general settings

GoTo Connect Key Features

Learn about the best (and worst!) features GoTo Connect has to offer, as determined by TrustRadius' reviewers.
Based on 334 ratings of GoTo Connect's features
View all GoTo Connect features

Top Performing Features

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.3

  • Message alerts

    Receive SMS and email message notifications for voice and fax messages

    Category average: 8.6

  • Instant messaging

    Users are able to communicate via chat, either one-on-one or in a group message, through an instant messaging or chat tool.

    Category average: 8.9

Areas for Improvement

  • Call screening

    Ability to block numbers or send calls directly to voicemail

    Category average: 8.3

  • Mobile app for iOS

    App for iPhone and iPad

    Category average: 7.8

  • Mobile app for Android

    Android app

    Category average: 7.7

Who Buys & Uses GoTo Connect

GoTo Connect Reviews

What users are saying about GoTo Connect.
View all GoTo Connect reviews

Pros

  • Ease of managing and adapting dial plans
  • Straightforward system setup and administration
  • Consistent uptime and cloud-based availability

Cons

  • Administrative portal can be complex and disorganized
  • GoTo Connect application interface is sometimes confusing or cluttered
  • Limited SMS features, lacking advanced compliance and group messaging

Great collaboration solution

Incentivized
Bernard GutnickView profile
Cloud Applications Consultant and Actor in Information Technology at Bernard Gutnick (201-500 employees)

Use Cases and Deployment Scope

GoTo Connect is a fully featured voice over IP phone system similar to RingCentral or 8 x 8 and is also bundled with additional services that can be used for troubleshooting and such as remote diagnostics. It supports a variety of standard phones that can be used for voice communications, and it also includes numerous other forms of communication such instant messaging and conferencing.

Pros

  • The fluffy services are standard and easy to use
  • The conference is fully featured and can allow you to do things that you would normally do with Zoom or other collaborative products

Cons

  • They could improve the variety of the telephones that are supported compared to others such as the full range of Cisco Phones in Cisco video phone
  • They could directly integrate with Teams, but if you already have Teams and you probably don’t need this

Return on Investment

  • Is definitely more cost-effective than a telephone service for centric or otherwise
  • It’s definitely cheaper than Zoom for large mediums

Other Software Used

Lexis for Microsoft Office, Adobe PhotoShop, Adobe Acrobat

GoTo Connect is a no brainer

Incentivized
Alan Delanoza
Director of Finance & Operations in Finance and Accounting at All Travel (11-50 employees)

Use Cases and Deployment Scope

We operate 4 independent brands across 3 states and both our customers and staff enjoy using GoTo Connect call quality, external and internal text. The mobile app is a huge plus for on the go staff and remote users. At half the cost of our previous on premise solution. Support always eager to help with customizing configurations and call flow.

Pros

  • Support Assitance
  • Text Message
  • Voice Mail to text in an email
  • Cost effective
  • Call flow advice
  • Easily add new or remove users

Cons

  • Expanded list of favorite contacts
  • Expanded list of favorite text message contacts
  • floating list of all favorite contacts and text message contacts

Return on Investment

  • Softphone mobile app accessibility reducing hardware costs
  • Easy to understand billing
  • Simple End User onboarding process

GoTo Connect Simple and Versatile

Incentivized
Bruce LyonsView profile
Owner in Customer Service at Coastal Pacific Insurance (1-10 employees)

Use Cases and Deployment Scope

We use GoTo Connect at our office for telephone and text. It works well and rarely is there an issue with the system. If we do have an issue GoTo Connect's customer service is available to help.

Pros

  • Good voice quality
  • Texting is easy
  • Ability to transfer calls from my desktop to my cell phone is seamless.

Cons

  • The contact screen when adding someone after receiving a text is slow to respond
  • The ability to transfer a text to someone else would be nice.
  • The ability to send a phone number to someone in the system and let them know that they missed a phone call without having to leave the GoTo Connect system.

Return on Investment

  • The cost for phone service is substantially less as we don't need desk phones or any phone hardware.
  • The cost for us for 4 users is $120.00 per month with unlimited text and calls.

Alternatives Considered

Comcast Business VOIP (VoiceEdge)

The VOIP golden standard

Incentivized
Brandon BlearView profile
IT Director in Information Technology at Special Health Resources (201-500 employees)

Use Cases and Deployment Scope

We use GoTo Connect as our phone system across 11 different locations and 3 call centers. It brought us redundancy and piece of mind that our clients will be able to reach us in a manner of ways. Very user friendly and for our staff thats on the go they are able to use the app for calls as well instead of giving out personal cell phone numbers.

Pros

  • Contact Center
  • Up Time
  • Voicemail to email
  • AI customer service agents
  • Virtual Faxing

Cons

  • allowing capability of selecting if we want to upgrade the firmware on phones or not
  • easier way to upload an image straight to your phones for branding purposes
  • bigger break downs on individual reporting in call center like if i just want to see 1 users time in the call que breaks and all.

Return on Investment

  • We are able to see our call volumes now so if we market something we can see if it increased volumes.
  • We are able to capture so many more calls now that we were not before due to the call back when waiting in line feature.
  • Its also made us more productive now that as we are in the field we can still take our calls.
  • Lowered our costs on having to have a cell phone plan for in field techs.

Alternatives Considered

3CX, RingCentral Contact Center and AT&T Business

Other Software Used

Microsoft 365, N-able N-central, SentinelOne Vigilance

My favorite GoTo

Incentivized
Lisa Gray
Office Manager at Blair's Air Conditioning & Heating (11-50 employees)

Use Cases and Deployment Scope

We use the GoTo Connect for our On Call (after hours calls). It is great for I am able to see who calls and if the on call technician reached out to the customer. I like that I am able to get emails of each call to which really helps after the weekend. Go To Connect is rather easy to use.
We love that we can see if our technician has returned the calls after hours or not.

Pros

  • The phone goes off right away
  • Email the messages to my email as well
  • Shows if we responded back to the customer

Cons

  • If it could be set for one on technician each day instead of all phones going off each day.

Return on Investment

  • It has made a positive impact for if a technician is out sick and then someone else needs to take the on call for that evening they are already getting the calls.

Usability

GoTo Connect Alternatives

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