GoTo Connect is our org's favorite communication system so far.
May 27, 2025

GoTo Connect is our org's favorite communication system so far.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • GoTo Connect Contact Center
  • GoTo Connect Phone System

Overall Satisfaction with GoTo Connect

We use GoTo Connect to enable our constantly moving service reps, especially for our contact center. Since 2022, our employees are constantly shuffling locations or WFH. Our old Avaya system simply couldn't handle it, and could not at all support a robust contact center experience. GoTo is so flexible and usable that with minimal system training, our reps are able to provide seemless support from wherever they are, and we can make adjustments to plans on the fly to support our members better than we've ever done before.

Pros

  • Flexible work-from-anywhere
  • Easy setup and end user experience
  • Reliable and good quality
  • Constant development of new features

Cons

  • Reporting, especially in drilling down across multiple domains
  • Clearer/simpler linking and management of User, Device, and Extension
  • Add Playlist support in Periodic Announcement for Call Queues
  • Fewer member calls for resolution on average
  • Shorter average wait time
  • Decreased service rep complexity and better division of labor, phone vs in-person
The biggest challenge from implementation was deconstructing the mess that was our old system's config. After doing so, I believe there were primarily some methods that have worked better in the long run to implement up front, such as separating menus into separate dial plans for simpler updates, routing/re-routing.
Avaya IP Office was for us a complicated and inflexible on-prem solution. It could be made to do a great many things similar to GoTo, however it was not flexible and scalable in the same way as GoTo, which is to be expected of a cloud solution. In particular, as we aimed to build out a contact center, IP office could not do it in a work-from-anywhere environment, and the softphone provided almost no information to the agent. GoTo solved all of the problems we were encountering with IP office, with the added benefit of not needing continously upgrading licensing - as GoTo is a one-license solution.

Do you think GoTo Connect delivers good value for the price?

Yes

Are you happy with GoTo Connect's feature set?

Yes

Did GoTo Connect live up to sales and marketing promises?

Yes

Did implementation of GoTo Connect go as expected?

Yes

Would you buy GoTo Connect again?

Yes

Great for End-User friendly contact center software. Flexible work-from-anywhere software. Works pretty well for desk phones(we use Yealink).

Not as good via mobile for the more advanced features, though this has improved. No contact center items in mobile. Calls on mobile are good, everything else is just OK.

Reporting is good, but can be difficult to generate the specific data you want, especially when it's more specific and situational.

GoTo Connect Feature Ratings

6.6
Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
User templates
2
Call reports
6
Directory of employee names
5
8.8
Answering rules
8
Call recording
10
Call park
10
Call screening
7
Message alerts
Not Rated
7.0
Video conferencing
6
Audio conferencing
8
Video screen sharing
Not Rated
Instant messaging
Not Rated
7.0
Mobile app for iOS
Not Rated
Mobile app for Android
7

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