GoTo Connect Review: Connecting Teams, Driving Success

At a Glance

GoTo Connect, established in 2003, is headquartered in Boston, MA. The company has become one of the world's largest VoIP providers, boasting over 3,500 employees and generating more than $1.3 billion in annual revenue. Specializing in secure and flexible business communication solutions, GoTo Connect offers tools for voice, video, and messaging that cater to all companies, from small businesses to large enterprises. Their mission is to simplify work and life, enabling productivity from anywhere. The company has received numerous accolades, including awards for ROI and value from G2 and TrustRadius. GoTo Connect is committed to innovation and supporting the evolving needs of modern workplaces.

Features

Custom call flows: The visual drag-and-drop editor allows users to easily create and modify custom call flows. This feature simplifies the setup of automated call routing, ensuring calls reach the right department or individual without manual intervention​.

Video conferencing: GoTo Connect includes built-in video conferencing capabilities that support meetings with up to 250 participants. Features include screen sharing, ring groups, real-time collaboration, and browser compatibility, allowing users to join meetings directly from a web browser without additional downloads.

Unified messaging: The platform integrates voice, video, and messaging into a single application, allowing users to switch seamlessly between different communication modes. This feature enhances productivity by consolidating all communication channels into one user interface​.

AI-powered admin support: Admin GoPilot provides AI-driven assistance for setting up and managing the phone system. This feature offers real-time support, resource sharing, and demo videos to help administrators navigate the system efficiently​.

CRM integrations: GoTo Connect integrates with popular CRM systems like Salesforce, HubSpot, and Zoho. These integrations allow for seamless data transfer, improving customer relationship management and providing valuable insights into customer interactions​.

Virtual voicemail: Users can receive voicemails as emails, texts, or transcripts, ensuring that messages are accessible in multiple formats. This feature enhances flexibility and ensures important communications are not missed​.

Auto attendants and virtual receptionists: These features allow businesses to set up automated greetings and call routing, enhancing customer service by ensuring that calls are directed correctly without the need for manual intervention.

Advanced reporting and analytics: The platform offers detailed reporting and analytics, including call recordings, transcripts, and real-time dashboards. These tools help businesses monitor call performance and make data-driven decisions​.

Softphone: GoTo Connect's desktop and mobile apps integrate voice, video, and messaging for seamless communication anywhere with an internet connection.

Customizable call routing: The platform allows for customizable call routing, ensuring calls are directed to the appropriate department, extension, or external line. This feature improves operational efficiency and enhances customer experience by reducing wait times and misdirected calls​.

SMS and MMS: GoTo Connect's SMS and MMS features enhance communication by allowing businesses to send text and multimedia messages directly from their platform. This functionality enables companies to reach clients quickly and effectively. SMS is ideal for sending quick updates, reminders, and notifications, while MMS facilitates images, videos, and other multimedia content sharing, enriching the communication experience.

Desktop application: GoTo Connect's desktop application integrates voice, video, messaging, and caller ID in a single platform. Users can make and receive calls, participate in video meetings, and manage messages seamlessly from their desktops.

Toll-free numbers: The company's toll-free phone numbers enhance customer service by offering a free, convenient way for customers to reach your business. Whether on your desk phone or personal phone, these numbers are ideal for desk support lines and sales inquiries. These numbers remove cost barriers for callers, encouraging more frequent interactions and helping you project a professional image.

Pricing & Plans

Phone System

This plan offers an award-winning Voice over Internet Protocol (VoIP) that includes secure voice, video meetings, and chat capabilities. It supports unlimited users and features customizable auto attendants, call routing, and call queues. The plan also integrates with tools like Salesforce and Miro, providing 80 SMS credits per seat per month. Video meetings can host up to 250 participants.

Customer Engagement

This plan includes all the features of the Phone System plan plus powerful engagement tools. It centralizes customer interactions by integrating shared contacts and maintaining a detailed customer history, enabling personalized and more effective communication. The plan offers a multi-channel shared team inbox, AI-powered SMS campaigns, customer surveys, and Facebook and Instagram Messenger integrations.

Complete CX

Designed to enhance customer interactions, this plan includes the features of the customer engagement plan plus additional capabilities like AI chat analysis and real-time analytics. It supports a multi-channel voice, video, chat, social, and SMS inbox. Features like Listen, Whisper, and Barge help managers monitor and assist with customer interactions.

Contact Center

This plan provides a comprehensive omnichannel contact center solution. It includes all the features of the Complete CX plan and adds workforce management integrations, quality management tools, and flexible APIs. The Contact Center plan supports voice, video, digital, and social channels and features an auto-dialer for optimizing team performance and customer experiences.

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Advantages & Perks

Live demonstration

GoTo Connect offers a demo to help businesses understand the platform's capabilities and how it can be tailored to meet their specific communication needs. This hands-on experience allows potential customers to explore features and assess the platform's suitability before deciding.

Free trial

Their free 14-day trial allows users to test GoTo Connect's features without any financial commitment. This trial period provides a risk-free opportunity to evaluate the platform's functionality and performance in real-world scenarios.

GoTo mobile app

GoTo Connect provides a phone app for Android and iOS devices, allowing users to make calls, send texts, and manage communications on the go. This feature supports remote teams and ensures users remain connected regardless of location. The app supports HD audio, texting, and call management features, making it easy to maintain productivity from any location.

24/7 support

GoTo Connect provides round-the-clock customer support, ensuring that users can get help whenever needed. This 24/7 support is crucial for resolving issues promptly and maintaining uninterrupted business operations.

Secure

The platform prioritizes security, using enterprise-grade encryption and complying with standards like SOC 2 Type II and GDPR. This ensures that user data is protected against unauthorized access and breaches.

AI chat analytics

GoTo Connect incorporates AI chat analytics to enhance customer interactions. This feature analyzes chat data to measure customer sentiment and provide actionable insights, helping businesses improve their customer service and engagement strategies.

Visual dial plan editor

GoTo Connect's dial plan editor is an intuitive tool that allows users to create and manage custom call flows using a visual drag-and-drop interface. This feature simplifies the process of setting up and modifying call routing, auto attendants, and scheduling patterns for after-hours, weekends, or holidays. By providing a user-friendly graphical interface, the dial plan editor enables businesses to quickly adjust their call-handling processes without requiring technical expertise. This ensures that calls are efficiently directed to the appropriate departments or individuals.

Variety of training methods

GoTo Connect offers robust training methods through their GoTo Training platform. This platform supports virtual learning with breakout group collaboration, drawing tools, polls, tests, evaluations, and certificate issuance. It allows for real-time engagement during sessions and provides tools for registration management, including custom forms and online course catalogs. Additionally, GoTo Training supports on-demand features like recording management and simulated live webinars. The platform's reliability is demonstrated by hosting over 700,000 annual trainings with over 3 million attendees.

Robust integrations

GoTo Connect offers robust integrations with a wide range of popular tools and platforms, enhancing workflow efficiency and ensuring seamless communication. These integrations include CRM systems like Salesforce, HubSpot, and Zoho, which seamlessly transfer call information, SMS, voicemail data, and contacts. Additionally, GoTo Connect integrates with collaboration tools such as Microsoft Teams, Slack, and Zapier, enabling users to streamline their operations and maintain continuity across various applications. This extensive integration capability ensures businesses can continue using their preferred tools while benefiting from GoTo Connect's advanced communication features.

Disadvantages & Drawbacks

Lack of transparency and clarity

One disadvantage of GoTo Connect is the lack of transparency in their pricing and features. The platform omits detailed pricing information, forcing potential customers to contact sales representatives for specifics. Additionally, the plans can be confusing due to the outdated brochures available on their website. This lack of clarity makes it challenging for potential customers to fully understand the costs and benefits of the service without direct communication with the company. Furthermore, GoTo Connect does not clearly specify if certain integrations are included in some plans while excluded in others.

Screen recording is not included in most plans

Screen recording is unavailable in their Phone System, customer engagement, and complete CX plans, which might limit the functionality for users who need to capture and review meetings or presentations. This basic feature is often essential for training, compliance, and quality assurance.

Doesn't include cloud storage

GoTo Connect does not offer cloud storage as part of their basic package. This means users may need to rely on other services to store and manage their data, which can add complexity and additional costs to their operations.

GoTo Connect Reviews

GoTo Connect generally receives positive feedback from users and earns high ratings on customer review websites. G2 and GetApp both rate them a solid 4.5 out of 5. Additionally, TrustRadius gives them an 8.2 out of 10. However, Trustpilot and the BBB present a contrasting view, with Trustpilot giving GoTo Connect a lower rating of 2.7 out of 5 and the BBB rating them even lower at 1.16 out of 5.

Positive reviews

Customers appreciate the flexibility of GoTo Connect, especially the mobile app that allows them to handle business calls from anywhere. For instance, one user mentioned how the app enables them to support customers and connect with their team while on the go. Another review highlighted the intuitive nature of the tool, stating that it requires minimal technical knowledge to use effectively. Additionally, the high voice quality and ease of implementation are frequently praised. One customer noted that GoTo Connect significantly improved their business operations by allowing remote access to work and seamless integration with various tools.

Negative reviews

Despite the positive feedback, some users have noted a few drawbacks. One common issue is the mobile app's functionality, particularly with features like mute, hold, and transfer during incoming calls on locked phones. Users expressed frustration with the need to unlock their phones to access these options, which can delay actions during calls. Another review highlighted concerns about the pricing structure, suggesting it could be more transparent and more affordable. Additionally, some users mentioned that the support team sometimes lacks up-to-date knowledge about the latest features, making it challenging to get quick solutions.

How Do I Contact GoTo Connect?

To contact GoTo Connect, you can reach their sales team at +1 (866) 890-8931, available from 2:00 AM to 7:00 PM (US EST), Monday through Friday. If you have any press inquiries, you can email [email protected], and for security-related questions, you can email [email protected]. For investor inquiries, email [email protected], and for client support, visit their Customer Support page. Stay updated with their services by following them on social media platforms such as Facebook, LinkedIn, X, YouTube, and Instagram.

Conclusion

GoTo Connect, founded in 2003 and headquartered in Boston, MA, is a leading business phone system provider. The company specializes in secure business communication solutions, including voice, video, and messaging tools, to enhance productivity anywhere, anytime. Their features include custom call flows, unified messaging, AI-powered admin support, CRM integrations, virtual voicemail, auto attendants, advanced reporting, and more. While GoTo Connect offers several advantages, including demos, a free trial, a mobile app, 24/7 support, and robust security, they face criticism for a lack of pricing transparency, the exclusion of screen recording in most plans, and the absence of cloud storage. User reviews are generally positive, highlighting flexibility, ease of use, and high voice quality. However, some users report issues with the mobile app's functionality and the clarity of the pricing structure.

Not sure which VoIP service to choose? Use our comparison tool to make an informed decision. For deeper insights and industry advice, check out our blog. Additionally, explore our curated list of top VoIP providers in the industry.

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