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
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 (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 (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.
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 (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 (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.
GoTo Connect has really amped up our ability for unified communications. It has greatly enhanced our connections while working remotely. It's also really nice that they have a mobile app that we can use on most of the devices staff members have. It makes it easy to never miss a meeting! I recall a specific instance when a weather event (that would have previously shut down communication) made no impact on staff's ability to communicate and meet to discuss a course of action in response to said weather event - since we were able to meet via any device instead of being tied down to a land phone line or a computer-dependent on internet service being available.
Pros
The mobile app makes it easier to answer the main office phone when I'm working remotely.
There are so many tools.
I love having the ability to text /internal messaging.
Cons
Having to refresh when the web application freezes.
A bit of a learning curve.
Additional integrations to CRMS would be nice.
Likelihood to Recommend
GoTo is convenient, fairly easy to use, and meets all the needs of our Users/staff. It has been especially helpful to have secure voice/video meetings as we are able to discuss client cases without being concerned about the security or safety of their case information being visible/viewed by outside persons.
We have been researching new platforms for our telecommunications system, for starters. We currently have one system for the phones, which was recently integrated with Temas, which besides answering live calls at your desk, no one seems to know how to do anything else with it. We sometimes use Teams for videoconferences, but some people prefer Zoom, so we toggle between those. Using an integrated product such as GoToConnect could solve these clunky and multiple systems juggling acts. I am not our IT person, however, so my input and influence only go so far.
Pros
successfully sends phone calls to another remote or cell number.
Allows an organization to have all employees on one phone network, whether in an office, at home, or on the road.
Video conferencing can be done on one system with all staff!
Cons
As of now, with the research we have done, there do not seem to be any glaring areas that need improvement.
Likelihood to Recommend
We are a small staff, with approximately 25 people that work both remotely and in an office, and a few are in different states in the US. Right now, 2-3 of our staff are moving to new states, so GTC allows for fluid and uninterrupted communications during their transition, which makes for a more productive work environment overall.
VU
Verified User
Manager in Professional Services (11-50 employees)
