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 has helped our organization consolidate multiple phone systems in various locations into one dashboard. I am now able to customize and manage different sites and clinics within one dashboard. The simplicity of creating dial plans and setting schedules for different locations has improved call completion rates for our organization.
Pros
Provides Analytics
Great customer support
Ease of Use
Cons
Improvement to the new admin portal
Ring group call logging
Likelihood to Recommend
GoTo is great for users who are mobile, remote, and or working from home.
This is the second business that I've implemented a GoTo phone system. I believe it in so strongly, that I have helped over 20 other businesses and over 120 locations sign on to the service. We have six physical locations, and three users that use go to either on their phones or their home office. The ability for us to forward calls between locations, customize our inbound dial plans, listen to recorded calls, and manage call work flows is an immense help to our business.
Pros
Dial Plan
Call Recordings
App, Softphone, desk phone
Cons
UI in Call Reports (New Version) could be enhanced a bit
Add ability to copy button programming between devices
Likelihood to Recommend
GoTo works well in every instance. I have not encountered a situation the system could not handle!
We transitioned from an on-premises phone system to GoTo Connect. It allows cloud-based phone services, which enabled us to consolidate billing with different carriers. This also allowed us to have 4 digit dialing between all of our sites. With the consolidation, we are able to manage all our phone PBX systems into one management portal.
Pros
Predictable billing
Easier management of extensions
Cloud based always available service
Cons
SMS implementation
No online support, you have to do phone support
API is missing some key feature such as the ability to view VM passcodes.
Lack of support for giving non administrators access to the admin portal
Likelihood to Recommend
I feel like GoTo Connect is well suited for larger business that have many locations to streamline connectivity between sites without the need for site-to-site VPN connectivity a traditional PBX system would require. I feel like it would also be beneficial for small to medium sized businesses as well. The contact center part of GoTo Connect is lacking on good reporting and charges extra for what they consider advanced reporting.
VU
Verified User
Professional in Information Technology (1001-5000 employees)
I use it as support working remotely some days and some on-site, we work with international calls and have no call drops. They do need to work on their mobile app, the training can be a little difficult to some people that are more hands on.
Pros
the ability to use templates in text messages is very handy
customer service is very helpful and fast when solving your issue
great call quality for international calls
easy to use applications
Cons
would like to be able to have shared hardware devices
more customization regarding ringtone and volume
when updates occur we aren't notified beforehand
Likelihood to Recommend
A long conference call internationally over a couple hours, no network issues or call drops. Trying to train other reps on it can be tricky if you dont have step by step help
VU
Verified User
Administrator in Professional Services (11-50 employees)
Our organization is spread out over 6 states and there is always a need for scheduled or ad hoc meetings, trainings, etc. and GoTo Connect is a reliable and convenient way to have virtual meetings with small or large groups. It has enough functionality to have productive and impactful meetings by being able to share data and to allow for others to take control if necessary.
Pros
Audio controls
Video
connectivity
Mobile app
Cons
not had any issues with GoTo
Likelihood to Recommend
It is an easy app to use on the PC or phone, gets the job done with high quality and plenty of essential functionality that makes it a viable player in the virtual meeting space. For all of the times I have needed this functionality GoTo has been effective and useful. Have not tried it with very large groups yet though.
Soft Phone. We were able to move our operations remotely due to the softphone capabilities and ability to do warm transfers. We are also able to use GoTo Meeting for meetings. However, the only downside to the meeting is that participant has to download the app on their side to use it. It should give an online option so participant should not have to download anything.
Pros
Warm Transfer
Checking Messages
Managing phones
GoTo Meetings
Cons
Admin should be able to check messages for any phone without knowing password
Able to monitor and pull reports easily
Likelihood to Recommend
Remote working, traveling, conferences, phone calls and texting
We have a few remote workers that work on different days that answer phone calls for our office, and the phone mapping, as well as scheduling options, make it so easy to set things up and forget about it! We also had an easy time setting up a phone tree that helped direct callers to the correct person for their specific needs within our office.
Pros
Phone Trees
Call Mapping
Scheduled Hours
Assigning Users
Assigning Phone Extensions
Transferring Phone Numbers
Speech to Text Voicemails via Email
Call Recording
Cons
Site user interface can be buggy sometimes
Searching call records feels a little bulky
Likelihood to Recommend
We have an employee that works remotely, as well as a call center that answers the phones for us on days when our remote employee isn't available. The system allows us to set a schedule and map the calls to the correct person, or location without having to worry about it every day.
GoTo Connect is the phone system for both offices where I work. This is the main way we connect with clients.
Pros
Very good customer service
Excellent quality sound on the phones
Good instructions in help center for self guided service
Cons
The interface online is not always intuitive and it can be difficult to find information.
A filter for spam faxes would be excellent. Far too many junk faxes come through.
Please make sure all customer service reps are aware of the same information. The service is great, but I had an experience when I had full access to speak with customer service about our account, but the rep did not seem to know that, and I had to call and speak to a second rep.
Likelihood to Recommend
The phone service absolutely meets our needs in the office and remotely, at a cost that works well for small businesses. We have had no problem with service outages at all. The app is very convenient for when we have to work remotely, as we are still able to get calls and make calls that show as being from our offices.
We've had multiple problems with GOTO. Every day we have customers put on hold in the system because we are unable to answer the call. Error messages appear on virtually every call that comes in . We have remote users and each and everyone is experiencing the same problems. We have not gotten out of onboarding which was started in January and still as of March 15 am not out of onboarding. I have filed a complaint with the attorney generals office and am awaiting an answer. I want out of the contract and they won't let us out. Their system does not function properly from my experience. We have videos and pictures of all the errors that are happening and still they can't fix it and they won't let us out of the contract. Horrible service.
Pros
Customer service people are very kind and considerate
Cons
Finding solutions to the actual problems.
Promises made of functions that don't exist I feel.
Calls unabled to be answered.
Error messages appear when trying to answer calls.
Calls hang up as soon as they reach your desktop.
So many more issues to list.
Likelihood to Recommend
They should not be in the VOIP business in my opinion. I believe they cannot find solutions or will not find solutions to problems we are having. Trying to point back to our agents or our internet. We had had a VOIP system prior to swapping to them and it worked much better than GOTO. It had it's problems, but I'd take them back right now if I could get out of GoTo Connect's agreement.
Used to help employees telework or telecommute. I have had it in place for years, used it quite a bit more heavily starting in March 2020. The user interface is on par with other software of the same nature. Don't know about back-end usage, but as a user, I found it acceptable, but not exceptional.
Pros
Connect to remote computer.
Allow access.
Connect computers.
Connect networks.
Cons
User interface.
Extra functions, complicating use.
Complicated connect process.
Can slow down computer if multiple programs running.
Likelihood to Recommend
GoToConnect is well suited to connect to other computers through the internet. Found it to be an acceptable way to access work documents from home. The user interface is sub-par, and I thought the extra functions were more than I needed and complicated usage. Performs fine, though I think it takes a lot of computing power.
