With our agency, our employees need the ability to communicate to clients while away from the office. GoTo Connect allows us to answer calls on our cell phones when we're away from our desk phones. Other times we may be on hold with a supplier, but need to make another call. GoTo Connect allows us to make multiple calls using the computer, desk phone, and our cell phones.
Pros
App is easy to use and straightforward
Each employee has own phone number & can receive calls on their personal cells using the GoTo Connect app
Can set up in app hours to receive personal calls
Cons
I think customer service could be better, especially the use of a chat feature
The GoTo Connect admin page could be easier to navigate, especially the special days/hours we are closed that are not our normal business hours
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Likelihood to Recommend
It is the best we have seen in the business. Gives us the ability to take our work phone with us wherever we go. Also like the fact we have a chat feature. No one wants to give our their personal cell phones to their clients. GoTo Connect eliminates that need.
VU
Verified User
Representative in Finance and Accounting (Consumer Services company, 11-50 employees)
I love being able to create and control the phone tree in our company. We have a good bit of remote employees and so the fact that they can use the app and not have to have a physical phone is amazing. Plus I can move who needs to be on what account by day if needed.
Pros
Phone Tree
Customer Support
Cons
More Training Videos or Tips and Tricks to help better support the system
Likelihood to Recommend
We've used other phone systems before and we would be on hold for quite some time to just make simple changes. GoTo allows me control of our phones. I can create numbers and extensions for our team, assign a client to them, and even take them off if they are on vacation, whatever the scenario is, I can control it.
VU
Verified User
Administrative Assistant in Professional Services (Consumer Services company, 11-50 employees)
We use GoTo Connect for all our incoming and outgoing (through the app) calls for our business. We are able to record calls for training purposes and monitor call metrics with the software.
Pros
Call recording
Time stamps of calls
Call quality
Cons
Ability to change dial plan from a mobile device
Likelihood to Recommend
The only reason I do not give this a 10 is because I need to be able to change my dial plan on a regular basis and must be at a computer to do it.
Mostly to contact families or vendors for our childcare. GoTo Connect has been great for staff who move from site to site and are able to use the mobile app to stay connected. The admin center has made it easy for me to reassign users and set up locations with the proper dial plans.
Pros
mobile service
customer support
dial plans are easy to manage
Cons
Not need email for a user account for rooms where multiple people share the same phone/extension
Would be nice to see devices by their end of life or warranty etc. to help plan technology replacements
Otherwise have personal recommendations for user systems if there are other ways to gain insights for new administrators
Likelihood to Recommend
I appreciate the mobile app for myself and other users that need to be able to answer their phone on the go repeatedly without having to set up call forwarding every time. I am annoyed that when I take calls at my desk phone, my cell phone will say I missed the call because I didn't pick it up on my cell. The reverse scenario does not cause this issue with the desk phone.
VU
Verified User
Manager in Information Technology (Non-profit Organization Management company, 51-200 employees)
GoTo Connect provides us with voice, text, and fax sending and receiving.
Pros
How-to articles are very well written
Customer service is exceptional
Reliable service
Cons
I think the GoTo Connect app is a bit confusing. There are menus and then several submenus that can be confusing. It is cluttered as well
In my experience, faxing is difficult and frustrating. It needs to be in the app and not via an email
In my experience, the how to articles for the phone system are not always accurate and do not reflect new changes
Likelihood to Recommend
For basic calling it is good. You cannot make your number private and be able to send text messages. This is an issue in certain fields where numbers must be anonymous. In my opinion, it is not ideal for companies that need to fax regularly, as it is time consuming.
VU
Verified User
Technician in Information Technology (Non-profit Organization Management company, 11-50 employees)
Our office is fully remote. GoTo Connect allows us to stay on top of phone calls and messages even when we're not at our desks. It is very easy to check voicemails and review missed calls. You can also set Do Not Disturb to silence the app and the desktop handset. Call quality has never been an issue either.
Pros
Ease of use
Excellent call quality
Remote work
Likelihood to Recommend
My office is fully remote. I typically work from home so whether I'm working at my desk or I'm working out of the house, I can get phone calls on the handset or on my cell phone. If I'm away from either the voicemails show up in realtime so it's easy to get back to people.
VU
Verified User
Manager in Professional Services (Non-profit Organization Management company, 1-10 employees)
Clients call different departments for various issues/sales and support. Transferring calls, 3 way calls and meeting calls all play a part in our daily usage. Call quality and dependability play a crucial role as well for our departments and is heavily relied on. However, call quality and connectivity have been a problem.
Pros
transfers
3 way calling.
Cons
quality
dependibility
Likelihood to Recommend
Tansfers to a multitude of departments and 3 way calling.
VU
Verified User
Project Manager in Professional Services (Consumer Services company, 201-500 employees)
Our company did use it at one point to reach out to our customers to support them and their needs/issues. This would be for outbound and inbound calls as well as utilizing text messaging. This platform helped our field services department as well as our technical department. Outside of these departments, I am not sure if the service was utilized elsewhere.
Pros
Outbound calls
Inbound calls
Texting
Cons
Multimedia texting
Easier 3 way calling or conference calling
Ability to connect and integrate with SF
Likelihood to Recommend
GoTo was great for our outbound and inbound calls as well as the occasional texting, however, I do not believe it is that well suited for a mass incoming calls.
VU
Verified User
Professional in Information Technology (Consumer Services company, 201-500 employees)
Previously, I had an aging Cisco SIP solution. There were times when I had hardware failures. My users were without service until the repair part(s) arrived the next day. With GoTo Connect, I have zero issues with hardware. The GoTo Connect team takes care of hard repairs and upgrades and I enjoy a solid cloud-based phone system. When I have users traveling, the mobile app allows the remote users to make and receive calls just like they were in the office. Meetings are a breeze as well. I have dedicated numbers for conference calling.
Pros
Up time
Feature rich like my old phone system
Highly portable for on the go users
Responsive customer service to help with any issues
Cons
I am not as impressed with Dial Plan GUI
Accounting has to wait a few days for the billing PDF to be ready
Moves-Adds-Changes could be more intuitive
Likelihood to Recommend
Any organization that has multiple users could benefit from GoTo Connect. Subscription pricing is straight forward and budget friendly. Small organization that normally rely on mobile phones probably would be better off avoiding GoTo Connect. Organizations with large numbers of employees might find a solution that is more budget friendly.
We needed to update and modernize our exiting phone system which was antiquated and didn't provide any modern functions. We needed a system that worked for a staff that was more dispersed and not at their desks much of the time.
Pros
Web based administration
Apps for the entire ecosystem
Easy to use, drag and drop setup for creating functional call trees
Cons
Functionality is not updated on a rapid pace
Apps have annoying quirks that aren't addressed and make them annoying to use
Onboarding help is limited and not useful
They are pushing integration with other software they have bought rather than fixing issues
They are trying to create an all-in-one app, but they are doing this by purchasing other apps and trying to integrate them rather than building it them themselves. This leads to a less than ideal experience.
Likelihood to Recommend
We are a simple organization and if you need to modernize an old phone system and need something fairly simple this will definitely work. However, much of the functionality seems to be geared towards bigger organizations with call center functionality. While the application has been better than what we had, there has been frustration form users over little things that seem to be missing for the individual user while many of the updates seem to focus on things useful for bigger organizations. One of the issues I have is that GOTO doesn't seem to to address some of the simple needs. They seemed focused on expanding the software rather than fixing some simple, outstanding issues that impact quality of life and make it frustrating for users. That makes it harder to recommend.
