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 to keep all departments and stores connected with an integrated phone system. It makes it easy to seamlessly transfer customers from customer service to any of our 6 retail locations as well as inter departmental calls. We also use the voice prompts to direct customers to the right place.
Pros
Transfer calls
Soft phones
Park calls
Cons
None
Likelihood to Recommend
Goto Connect is excellent at VOIP calls, call management, parking calls, call reports
VU
Verified User
Executive in Information Technology (201-500 employees)
I use GoTo Connect as our main phone system and online meeting space, we love the products and both the phone and meeting space are very flexible to our needs. The top reason I choose the phone system is that it is easy to configure and provides many options. I can customize it to our company's needs in an instant and it is so simple to administer.
Pros
Easy to modify
Simple to Administer technically
Very Versatile
Cons
Support when the system is down, need to provide ongoing updates
Communication on updates
Follow-up responses to system failures
Likelihood to Recommend
Great setup that we are easily able to get a phone online for people in our company and provide customization on their calls.
VU
Verified User
Director in Information Technology (201-500 employees)
GoToConnect is currently being used by our sales department and support department in our organization. We use the softphone features and it's been working great so far. We use GoToConnect to communicate with our customers. We sell to them and we support them. There are many features that allow us to customize scenarios like routing calls through queues or sending to a cell phone of one of our sales agents. etc.
Pros
Support. Nowadays it's very hard to get good support and I feel that GoToConnect is focusing on providing that good support. Support was the main reason we left the last phone company we went with.
Reliability - so far (3 months) the phone systems have worked and been reliable and we haven't had any major issues.
Cons
Features that give more reporting on real-time stats for my support team queue for the current day. For example how many calls each support agent has taken that day with wait times etc.. Something like this to post on the office TV so we know where everyone stands for the day.
Feature - in app call recording reports. Something so that we can listen to recorded calls and see calls within the GoToConnect app.
Likelihood to Recommend
GoToConnect is suited well for our support team and sales team, it's got almost all the features we need to be successful. The only area we feel it's less appropriate is the lack of phone call recording within the app. We have to go to the server to find the raw files and download them and then listen to them.
IT's our phone system. We also use the conference and cloud voicemail features.
Pros
Ease of set up
Competitive cost
Customer service: there is always someone readily available to assist when needed.
Cons
The administrative website is hard to figure out.
Likelihood to Recommend
Easy to use once set up. Easy to teach users how to use. Good value and many features for the cost. I find the remote, cloud voicemail more challenging to use than other systems as there is no app available.
