Based on 28 verified reviews published in the last 18 months
TrustRadius Community Insights are summaries of user sentiment data from TrustRadius reviews and, when relevant, HG Insights data.
Overview
Synthesised from 28 reviews | Last Published June 3, 2026
GoTo Connect functions primarily as a comprehensive Voice over IP (VoIP) phone system, enabling communication flexibility and supporting remote workforces across various organizations. In TrustRadius reviews, its ability to facilitate multi-device call handling and robust, customizable call routing for complex inbound flows is frequently highlighted. Reviewers also consistently praise the ease of managing dial plans, straightforward system setup, and reliable cloud-based performance.
Reviewers report a positive return on investment, largely due to significant cost reductions and improved operational efficiency, with 50% noting direct cost savings. However, some areas for improvement include the administrative portal's complexity, the GoTo Connect application's usability, and limitations in SMS and faxing functionalities. While its core phone system is considered solid, the adoption and performance of integrated meeting and messaging features are more varied, suggesting a nuanced overall sentiment.
Pros
Ease of managing and adapting dial plans
Straightforward system setup and administration
Consistent uptime and cloud-based availability
Responsive and helpful customer support
Effective call recording and easy access to recordings
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
Difficult and frustrating faxing functionality
Call reporting functionality perceived as less user-friendly than older versions
GoTo Connect provides support for my 6 business phone lines. The features GoTo offers with the service are exceptional and flexible. I can answer calls that come into my business through various means such as the hardware (office phones), cell phone and computer. In addition to device and location management, the GoTo Admin portal provide many options for call routing, various utilities such as call filtering, an audio library, paging, contact center, advanced network features and billing.
Pros
Call Routing
Dial Plans
Call Filtering
Virtual Fax
Audio Library
Cons
For SMS Compliance invoicing provide more detail to include vetting dates.
A learning library for service feature offerings
Likelihood to Recommend
The representative and technical staff have consistently provided exceptional support each time I made contact. During my companies SMS Compliance Vetting, Eddy Alegria of the Telecom Communications Management Team advised he would continue to work on my registration request until we get an approval. It took 2 months but with his help we finally received approval.
We use GoTo Connect for calls, texts, and faxing. For me, I've seen some lag when loading the desktop app. I have an issue when receiving calls, the box to answer the call is not on top of my other windows, I have to search for it. Analytics is a little hard to use, really see who called in. It's all jumbled together. I usually have to reference the legacy call reports to see the information I need. Admin portal, I actually prefer the legacy Administration Portal. There are some things I can't make changes to and have to use the Admin Portal, but for swapping out users, making adjustments to the dial plan or the users' button configuration.
Pros
The Dial Plan editor.
All in one app, everything from platform
Cons
Analytics - more user friendly
The call pop when incoming call, making sure its easily accessible not hidden.
Rather than having to use a dial plan in the dial plan section, have the users be able to add a schedule to the extension dial plan instead.
Likelihood to Recommend
Overall, GoTo Connect works for our needs. There are some minor changes I feel that need to be made. The admin portal is very user-friendly and easy to use. Again, some minor changes to make it the best. The apps are becoming more user-friendly and easy to use as well. Having users be able to manage their own schedule vs having to create a dial plan and having a admin user manage it.
We've been using GoTo for approximately seven years. With a reliable internet connection, the phones perform very well. On the administrative side, however, the system can feel overwhelming without proper training. If someone unfamiliar with the platform makes changes, it can disrupt the entire phone setup.
I’ve been involved with GoTo since we first adopted it, and overall, I haven’t experienced many issues—unless someone else tried to assist with system management. Most problems we've encountered have stemmed from user error and were usually resolved quickly.
There was only one notable incident that GoTo support couldn’t resolve. It stemmed from a requirement to re-sign a contract, which we were never contacted about. Despite multiple attempts to follow up, I never received a response from their team.
Pros
Recorded calls and being able to listen to them.
Dial plans are easy to set up
setting up new extensions is easy
Cons
When we called you about our "Contact Center" issues it took many calls and emails for someone to figure out you wanted us to sign a new contract or something like that. But once they figured that out, no one know who it was that we needed to contact to get it resolved. Eventually our Contact Center issues started to work again without signing anything.
I think for Voicemails being forwarded to emails, the wording needs to be corrected so it is obvious that is how to have voicemails sent to emails. Then when you do set it up, then have all the pending voicemails forward to the email so they are not missed.
I personally like the original Call Reports area, it is easier to do research. The newer way is more complicated. I know the older way will eventually be deactivated but I would much rather use the older way please.
GoTo Connect has allowed us to be more mobile. We can take calls from anywhere, not just while sitting at an office desk. This allows us to consistently be available for our customers, the life's blood of our operation. GoTo Connect gives us the ability to stay connected wherever we are with each other and our customers, a vital key to our continued success.
Pros
Provides instant connection
Immediate internal communication
Instant connection through our office and mobile devices
Likelihood to Recommend
Completely appropriate, helpful and useful for our office, sales, and field service personnel.
GoTo Connect helps our organization in setting up a meeting, especially we are in a remote set up and our team members are in different countries and time zone, you can easily connect with your teammates. Is it also sometimes use as platform for webinar. It is very convenient to use and use friendly, even for first time users. Easy to set up and create an account.
Pros
Meetings
Webinar
Chat
Voice
Cons
Sometimes it suddenly wants to update
Likelihood to Recommend
Every Mondays and Fridays we have a team meeting, where we discuss our Work in Progress on each task. GoTo Connect is the platform that we use because we can easily connect to each other. Sometimes, we have urgent concern that needs to discuss in a meeting, GoTo Connect is where we connect and talk.
We use GoTo Connect for our VOIP phone system and are very pleased with the voice quality, reliability, cost and service. My business partner and I use GoTo Connect for remote access of our office computers, which is also a good value, very reliable and exceptionally fast (data rate fast).
Pros
Good value for service received
Excellent customer service (when rarely needed)
High-quality internet-based systems
100% reliable...never had any failures
Very secure from data management standpoint
Cons
I would like flexibility on billing - now set as auto-pay only on company credit card. We would like to pay by check or ACH.
Better integration of GoTo Meeting, which we also use (and like)
Better broad-plan pricing (like 'bundling') when we use multiple platforms as we do - and simplified billing
Likelihood to Recommend
GoTo Connect 'gets it' and offers diversified solutions that hit the mark every time. We are a small company and find the ease of use of each product great. I can only imagine how awesome GoTo Connect's tools would be in a medium- to large-business environment.
Go to connect is a primary mode of communication in our internal organisation functioning we use go to connect to schedule meetings and communicate regarding our designs and production development. We use particularly go to correct for exchanging document notes in collaboration mode so that multiple person of our creative team can work on credit product that is our core of business.
Pros
Document exchange in multiple file formates
Scheduled and responsibly allocation
Collaboration within internal organisation
Collaboration with 3rd Parties like freelancers
Cons
third party collaboration can be extended
specific executable files can't be shared though their
Likelihood to Recommend
Go to connect done very well on running on multiple devices like on Android iOS iPad or laptops as my team members prefer doing work from their home so that is very suitable for them also easy setup of the system can allow multiple users to do focus on their work and not on IT services face to face collaboration feature in HD video quality is the must as we are in fashion industry and we need to observe thing clearly .
I use this to join and host business meetings or training sessions. This can be with other members of staff or new employees sometimes with staff from other companies. This allows me to have safe and easy to use virtual conversations from the comfort of my home or local office which relaying on everyone else to spend on travel for on site meetings
Pros
Easy to use and manage functionalities
HD video capacity meaning for sharp graphics
can switch between phone and laptop
Cons
Desktop and mobile apps have different features
price is quite high
Not well marketed
Likelihood to Recommend
It's well suited for smallish ish meetings for cross country employees to save on travel, which good graphics and HD quality you can easily see who you are speaking with and this helps also to showcase products as part of a training environment. It is not as good with larger groups so i would be more likely to use Zoom or Teams
Our organization uses GoTo Connect for our phone connect services across the business departments. It helps our team easily switch between phones or mobile apps to stay connected to other devices as needed! The admin portal is also very beneficial and easy to use. The HD capabilities are an added plus.
Pros
Admin Portal
Calls
HD Collaboration
Cons
Lagging at times.
Customer service.
Response times.
Likelihood to Recommend
It’s very well suited when you start a GoTo Connect in the office on a desktop or desk phone and need to leave it in the middle. Allows this to happen with no disruption.
We use Jive Hosted VoIP across the entire company. It solves so many problems. We now have unification communication across our entire platform. It's especially helpful that it is integrated with our PSA. It is a good thing for us to be seamless.
Pros
Being able to create multiple conference rooms without any additional charges
Allows us to create various efaxes without any additional charge
Now we are able to send out text messages within our network
Cons
Jive can provide a better onboarding training process
Likelihood to Recommend
Jive Hosted VoIP is well suited for the SMB market to allow the business owner to appear to be larger than his resources would allow him to be. The professionalism of the platform takes an SMB to another level. The SMB now has the power of an enterprise grade solution.
