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 is our primary phone and meeting platform. Our biggest issue was the lack of ability to have access to our phone system while staff worked remotely. It was causing large issues for our firm when clients needed to speak with a staff member who was not in office. GoTo Connect app saved the day. It can be used on any smart phone and we can transfer a call directly to a staff member. Client's no longer need to get a return call.
Pros
their app
goto meeting within our plan
technical assistance 24/7
Cons
easier to create a dial plan.
easier to add or remove a staff member to the plan
Likelihood to Recommend
the GoTo Connect is perfect for our business. Calls can be answered from anywhere, and transferring the call to another staff member is easy. Unfortunately, due to our business being very client facing, we are unable to use the new feature of the AI attendant
We're an MSP and use GoTo Connect to resell to our clients. Most phone cloud PBXproviders are honestly about the same. Primarily we are attracted to GoTo Connect's visual call flow and we've been with them since they were called Jive. No one else has a good visual call flow and it saves a lot of time compared to other systems. They have decent support and decent prices and that helps keep us with them. Also, it's not a Broadsoft back end so that's another huge plus for us.
Pros
Configuration
SMS
Administration
Reliability
Cons
SMS Registration
USA Support
Device to Extension Ease of Use Improvement
Likelihood to Recommend
Our clients are mostly offices, retail businesses, etc. So as a general phone system it works great. It's still a cloud system so branches are easily connected, analog devices function well with adapters, and they have SMS marketing campaigns and great call center features. We don't have any call center clients, but I'm sure GoTo Connect can handle that as well.
VU
Verified User
C-Level Executive in Information Technology (1-10 employees)
We use it as our phone system. Our boss travels a lot, so the ability to have the cell phone app to take calls is very valuable. He also values having a physical desk set, so the fact that he can take one and plug it in wherever he's living is huge as well.
Pros
Programming on admin portal is so easy.
Very reliable.
Support is usually really solid.
Cons
More device config options.
Copy and paste buttons from one device to another.
Integrate more with other crms and other software.
Likelihood to Recommend
About the only time when it's not a great option is if they have a specific CRM that requires integration. Other than that, it offers tremendous value and reliability and would be my default recommendation.
We use it as our main phone system and for text messaging. We use it for all international and local calling in the United States. We have used some of the chat features, but have not used the meeting rooms yet. We have had it for quite a few years.
Pros
Phone Calls
Text Messaging
Showing when someone is on the phone
Call recording
Cons
Text messaging
Likelihood to Recommend
Phone calls and price per call ion the international setting.
VU
Verified User
Supervisor in Information Technology (51-200 employees)
We use GoTo Connect to connect with our customers and for internal communication. Our organization provides advanced, full-service enterprise-grade data backup and disaster recovery solutions to companies of all sizes. GoTo Connect helps us to engage with our customers over SMS, webchat, email, surveys, etc. Recently, we developed IVR using Vonage APIs for Disaster Recover and Cyber Incident Response. We used GoTo Connect to develop and test IVR.
Pros
Intuitive User Interface
Easy to use Dialer
Good Call Quality
Multi-device support
Cons
Integration with WhatsApp
Ability to Develop IVR natively
More Customer Emails on Product Features, New Announcements, etc.
Likelihood to Recommend
GoTo Connect is best suited when organizations want to migrate their old landline system without migrating to a new phone number. GoTo Connect is also well-suited for scenarios when you need to have a unique Internal number (Extension) for employees and internal communication. However, it might not be well suited for some specific scenarios where organizations need highly customizable features or have complex security requirements.
VU
Verified User
Engineer in Information Technology (11-50 employees)
GoTo Connect is an amazing tool for me to stay in touch with my professional practice when I'm away from my office.
This system has truly revolutionized my ability to stay connected with various aspects of my practice and continue to monitor client services we provide.
also, I'm much less distracted and concerned about about multiple files and deadlines by being able to access files and documents more efficiently.
Pros
quick connection to my office computer
accurate scheduling of committments
improved communication with staff
Cons
better graphics and displays
reduced login steps
reduced cost
Likelihood to Recommend
helps me connect when out of office
improves my image of being current and "high tech"
The number of features that are offered. Each account comes with GoTo Meeting as a web meeting tool. Being able to connect to Microsoft Teams. There is a great visual tool in GoTo Connect that lets you set up complicated phone routes. Having a work phone line app on my phone gives me a lot of freedom, Strong control by phone or remotely. Easy connection with the GoTo Connect product.
Pros
Simple implementation for team use.
Excellent customer service for any issues.
Strong control via phone.
Cons
Need for improvements in Call Reporting.
Lack of ability to adjust ring sound or volume.
Lack of automatic fax addition.
Likelihood to Recommend
The implementation process is easy and the customer service is also topnotch, so I think clients will like working with GoTo Connect. I recommend it.
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.
GoTo Connect facilitates remote collaboration. This is especially valuable for our company with dispersed teams and adopting remote work arrangements, allowing employees to communicate effectively regardless of their physical location. In addition, we reduced costs associated with traditional phone systems and hardware as the pay-as-you-go model and centralized management contribute to cost-effectiveness inside our organization.
Pros
Collaborative Meetings
Integration with Business Applications
Collaborative Meetings
Cons
needs more security and compliance features
little customization options
lack of real-time document editing
Likelihood to Recommend
SMBs with a need for a comprehensive yet easy-to-use communication solution often find GoTo Connect suitable as its scalability allows them to start with essential features and expand as their communication needs grow. Personally, we like the features as call routing, voicemail-to-email, and integration with our customer relationship management systems. This enhances the customer interactions and our support workflows.
We originally switched to GoTo Connect from another phone system because they include soft phones (phone app) for free. Our previous company charged us extra if we wanted the soft phones. Since the pandemic our team entirely uses the GoTo Connect app and have all stopped using the desk phones that were originally provided to us.
Pros
The mobile app works well
PBX is really user friendly and customizable
We love that we can customize our ringtones and hold music
Cons
It seems that they haven't fully transitioned away from Jive because the PBX sometimes loads the Jive version and other times loads the GoTo Connect version. I think I like the GoTo Connect version better but I can never figure out what the URL is for that version
Likelihood to Recommend
For employees who do a lot of phone calls this has been helpful so that they can keep their work calls separate from personal calls.
VU
Verified User
Director in Information Technology (11-50 employees)
