Based on 5 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 5 reviews | Last Published June 3, 2026
In TrustRadius reviews, GoTo Connect is valued by manufacturing operations for its ability to provide flexible communication across diverse work environments, from factory floors to remote offices. Its multi-device call handling ensures seamless internal and external communications, crucial for maintaining production schedules and customer satisfaction. The platform’s robust call routing and customization features are particularly beneficial, enabling precise direction of inquiries to specific departments, a capability highlighted by 2 of 5 reviewers.
Manufacturing teams report significant cost savings by moving away from on-premise hardware, a benefit noted by 2 of 5 reviewers. However, some find the administrative portal challenging for complex configurations, and limitations exist in SMS group messaging and campaign approvals. While core phone system functionality is highly utilized, integrated meeting and messaging features are often underused, with teams preferring established third-party solutions, leading to a segmented adoption but overall positive impact on operational efficiency.
Pros
Supports flexible communication across distributed manufacturing sites and remote staff
Multi-device call handling enables seamless communication from mobile, laptop, or desk phones
Streamlined setup of dial plans for agile adaptation to production and team changes
SMS capabilities facilitate rapid, asynchronous communication for production alerts and supply chain updates
Cost savings by replacing on-premise communication hardware and reducing maintenance
Cons
Administrative portal complexity hinders efficient system management for lean IT teams
Limitations in SMS features, specifically for group messaging and campaign approvals
Integrated meeting and messaging tools are often underutilized, with preference for third-party solutions
Managing complex configurations can be challenging without specialized training
GoTo has helped us understand all the options available within their telephone system. We started with training, which was excellent. We received all the help we needed to understand how it works and to help us get everything connected and up and running from day one. Assistance is immediate when you need it, which in my case hasn't been much. The system is designed to detect when you do something wrong; it notifies the GoTo team, and they contact you to inform you. The system has many options that have helped us organize our telephone system. It's easy to use. You can create users, change extensions, create groups, and create dial plans (options we didn't have with our previous system, nor were they able to offer us when renewing). The calls are of very good quality and allow us to review all the procedures we performed. The most important thing we've achieved is not missing calls thanks to the system's configurations. It's a recommended product for anyone who wants to control their company's calls.
Pros
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
Cons
Messages visualization on the app is not much clear
Likelihood to Recommend
It's a suitable product for companies that have different phone lines assigned to representatives, thanks to the ease of tracking user calls. The system has options for meeting a company's daily needs without sacrificing time when making changes or modifications. It's hard to find a less suitable component, as it offers options that can be combined to achieve the results the company is seeking.
For our stores, this means being able to take customer calls to our 800 number as well as our local numbers and get things routed correctly also for accounting and a directory and with customer service voicemails going to the relevant manager for the store. It's a complete system.
For our car wash, we are able to get customer calls and customer texts and respond from our desks our laptops or our phones. This makes it super convenient and the fact that the GoTo Connect app keeps everything for that customer organized in one area, makes it easy for any person on the customer service team to take a call or a text. I have tried other phone services and they just don't compare. Nobody has the dedicated customer support that GoTo Connect does and their web-based call plan scripting is simple and powerful. We really love GoTo Connect
Pros
SMS
Call Trees
customer Service and Tech Support
Integrated call and message platform.
Cons
Being able to initiate a text conversation from the app on a shared number. It can be done from the web app, but not phone app
In my experience, Scheduling in a call plan is diabolical
The order of the list of functions on the left panel of the pbx Administration page is confusing and seems in random order. grouping by function would help. Also hovering above for a definition; it's hard to remember the difference between devices and hardware.
Likelihood to Recommend
I've investigated other web-based phone software and haven't found anything better than GoTo Connect. The call tree programming section is superior and it can do nearly everything you need. I think the website could be cleaned up to make them a little bit more intuitive. It's all there, but it's not always easy to find.
VU
Verified User
Manager in Information Technology (11-50 employees)
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.
We converted phone systems to GoTo Connect six months ago. The transition team was great and the process very smooth. We have about 100 users and multiple receptionist who answer incoming calls and route them appropriately. The reception dashboard is easy to navigate. The app for users who want to use their cell phone to answer calls works well. Finally, the admin dashboard is easy to use and manage. Overall we are extremely pleased with GoTo Connect.
Pros
transcribed voice mail
Easy to listen to calls for training purposes
Easy set up and management of the system
Great training and transition team.
Cons
calls sometime "stick" on the reception dashboard
Reception dashboard needs slight improvements.
Need more assistance with getting text campaigns approved.
Likelihood to Recommend
Well suited in our environment of utilizing a reception team to answer incoming calls.
We use GoTo Connect as our communication platform in our automotive dealership which includes a small call center. We leverage every feature we can and have some pretty advanced configurations for dial plans, call routing, chat queues, etc.. GoTo also allows us to have a hybrid workforce with some working from home. We are also getting started with the newer AI features . It is easy to see how the system keeps evolving to meet the changing business needs for our organization. We are able to meet our customers where they are at and communicate with them however they feel most comfortable. The technology, security, simple administration interface and ease of use are all aspects we love as well. I would definitely recommend the GoTo Connect system. 10 out of 10!
Pros
Dial Plans
Call Routing
SMS / Text
Chat Queues
Cons
Improved SMS for groups of users sharing a phone number
More advanced features for live chat
Improved interface for accessing call recordings
Likelihood to Recommend
GoTo is a perfect choice for any sized business as well as for any business who needs a system that works no matter where the users are located. The ease of use combined with advanced features all it to be the system of choice for any business situation I can think of.
VU
Verified User
Executive in Information Technology (51-200 employees)
We use GoTo Connect as our primary phone system. GoTo Connect is cloud based so there is no need to maintain hardware other that the voip phones. The system is great for remote workers as well as on site workers and even adds a cell phone add to connect your extension to your mobile phone.
Pros
Dial Plans are easy to use and setup.
Mobile app allows connection at all times.
The system is compatible with may Voip phones.
Cons
Remote directory or internal extensions could be more reliable.
Faxing is not as easy as I would like it to be
Likelihood to Recommend
GoTo Connect works well in an environment of mixed in house and remote workers. They have a very easy to use Dial Plan with automated attendant. For users with minimal IT experience you can figure out how to use this system.
VU
Verified User
Administrator in Information Technology (201-500 employees)
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 .
GoTo Connect has been
very great as a video conferencing solution that allows for easy communication
and collaboration via chats and meetings – especially in a remote environment.
Furthermore, it has had recent updates, which has improved its overall
functionality. With its recent updates, it has also helped with syncing calls,
on my mobile, to calls on my PC, which is a plus as I am always on the go.
Pros
Integration between Mobile and PC
Great Audio and Visual Quality
File Sharing
Cons
Not marketed; many people do not use this.
Bugs still need to be fixed.
Likelihood to Recommend
Scheduling and coordinating meetings; has been effective for 100+ people so far. Furthermore, the file sharing and collaboration has always been a plus, so organizing meetings have never been an issue, and audio and video quality is often times never an issue. Once it fixes some technology bugs and more people are using the program, it should be perfect.
We have started to use GoTo Connect in the early days of the Covid quarantine for internal and external communication.
Pros
screen sharing
video and audio quality
user experience
Cons
not well known
heavy in terms of cpu resourcers
external phone call
Likelihood to Recommend
Go to Connect is quite perfect when you have to set up a medium big meeting with several connections where each participant should share his screen. it's very easy to pass the admin role. Some problems when not all connections come from pc and it is used the mobile app or the phone option.
We use it for all our desk phones and we have iPhones for portable use that just do not have a sim card installed. We utilize voice mail, Paging through Algo devices and have door phones for calling people in our building after hours from access doors. We had an old on-premise Samsung phone system that was aging and had limited features. Also when Samsung dropped support for their system it made it difficult to get ahold of parts and support. Switching to GoTo saved us a ton of time and effort as well as allowed us to move away from our EnGenius portables that had horrible reception in our building.
Pros
Cloud management
Call Quality
Uptime is stellar
Support
Their mobile app is great!
Call migration is super easy
Receiving Texts through all numbers
Call routing and control through dial plans
Cons
Windows App is clunky
Windows App will update and pull features off
Mobile app can be a little finicky
Likelihood to Recommend
I would say that I have not really found something that GoTo isn't really a fit for us specifically. They overcame all the barriers with paging and on-premise solutions for all the needs we had. We actually don't use all the features and I figure at some point in the future we will pull more into our service but it's not needed right now. I guess one thing I am a little frustrated with would-be holiday schedules, I wish I could use a calendar from year to year and say on these holidays no matter what days they are year to year play these specific messages when calling our main number, but its a manual thing to change.
