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GoTo Connect Review (2023)

Seamless Communication On the Go
By Richard SutherlandBy Richard Sutherland -
Last Updated: May 31, 2023
3 reviews
by
logo-GOTO CONNECT
Visit Site
Pricing
From $27/month/user
Video conferencing
250 participants
Free Trial
None

Our Verdict

Is GoTo Connect Worth Signing Up For?

A comprehensive communication platform with VoIP, video conferencing, and team messaging, GoTo Connect makes a play at the best VoIP service out there for mid-sized to large businesses. Its pricing is marginally higher than most, but you get a lot for your dollar, such as unlimited calls to over 50 countries on some plans. Though the initial setup could be easier, once things are in place, GoTo Connect can be a real blessing to a business.

Pricing
From $27/month/user
Video conferencing
250 participants
Free Trial
None

GoTo Connect at a Glance

9.6
Editorial Score

Features

IVR, advanced analytics, third party integrations, and predictive dialing
9.5

Uptime

99.999%
10.0

Integrations

79+ app integrations
10.0

Support

24/7 phone + chat bot
9.5

Analytical Tools

Call center focused analytics with dashboards
9.0

GoTo Connect Pros & Cons

PROS

User-friendly video conferencing tools
Good security and privacy
Unlimited international calls to 50+ countries

CONS

Relatively pricey plans
Poor digital fax feature

Top GoTo Connect Reviews

SM
Sean McSweeney
Inappropriate billing practices
We used Goto for a number of years in the 2010s, but cancelled about 5 years ago. Just found out they have continued to charge us every year for five years for two licenses they should not have (2019, 2020, 2021, 2022, 2023). They only charge once per year and never sent an email notifying us that there was an upcoming charge or a notification that they had charged us ever in the last 5 years. They confirmed that don't tell you. They refunded the charge for a couple days earlier on one license but refused to refund or even cancel the other. Both were charged to the same credit card. They confirmed neither account had been used in so many years (they only track a couple years) that they don't even know when they was used last. They refused to cancel or refund one because the email address used was for a domain that has not existed since 2019 so we cannot access it to "verify" even through it is the same credit card. We also requested past years be refunded and they refused. I notified them we had cancelled almost 5 years earlier and they said they don't keep records that far back so we were out of luck. They should refund the other charge from this month in the same credit card and refund past years for which. They should also refund charges from 2019-2022 that they tried to sneak past us without notifying us they were charging us.
Si
Simon
Should get zero stars
If I could give them zero stars I would, as they don't even deserve one. Total lack of responsiveness from the accounts department. I have been waiting for a credit note for months. Neither being polite or more forceful makes a difference. They just don't bother. Avoid.
FC
Frustrated Customer
Avoid them
Horrendous support experience when something goes wrong, with long wait times and copy-pasted responses that don't address what you've raised. Poor functionality on the product, multiple different offerings and consolidation happening but no market leading remote support offerings. Avoid them, use a competitor.
See all GoTo Connect reviews

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GoTo Connect GoTo Connect Visit Site

GoTo Connect Available Features 

GoTo Connect goes beyond being a replacement for traditional phones and offers a multichannel communication platform for team meetings and customer interactions.

Voice and call management

Goto Connect supports call forwarding, virtual voicemail, phone number extensions, hot desking, custom greetings, and call filtering. 

With the virtual voicemail features, you can check your voicemails by email, text, or web app. You can either listen to the voicemail as they were left or read a version that was automatically transcribed by an AI bot.

A powerful call routing feature allows you to plan exactly how calls will flow through your organization. For example, you can set a greeting to play, allow the caller to choose an extension, call multiple phones at the same time, and then offer a voicemail service if no one picks up.

Goto Connect has features specifically designed for use in call centers. These include interactive voice response (IVR, call monitoring, automatic call distribution (ACD), and agent effectiveness reports.

Conferencing and meetings

GoTo Connect can handle conference calls, and this extends to HD video conferencing and screen sharing. Beyond the features of the desktop and mobile app, you can add GoTo Room, a hardware and software bundle you can use to turn a room into a professional video conferencing venue. And participants who aren’t available to video conference can still participate via GoTo Connect VoIP.

Participants don’t need to install GoTo Connect to join a meeting. Send them a link to your GoTo Connect meeting, and they can join from within their browser.

Call monitoring

Perfect for call training purposes, GoTo Connect can be used to listen in to calls made by any member of the team. Call center managers can visualize who on the floor is a call, listen in to their calls, whisper advice to them, or even make the call a 3-way conference, all from a central administration panel.

VoIP phones

Hardware phones aren’t strictly required to make use of GoTo Connect’s features, but they can make the transition to VoIP more natural for employees used to a traditional exchange system. Call quality can be improved too, making for a more professional image.

Instead of leasing VoIP phones, GoTo sells them outright. You can buy VoIP phones manufactured by Yealink, Polycom, and Cisco straight from GoTo, in corded or cordless variations.

Security and Reliability

GoTo Connect is a good choice for companies concerned about security. With support for enterprise single-sign-on, your employees need only remember 1 password—or you can use multifactor authentication. Logins from unusual locations are flagged, and meetings can be password protected.

GoTo Connect is GDPR and CCPA compliant, and it’s HIPAA ready. Data is sent using AES-256 Bit Transport Layer Encryption.  For businesses where sensitive customer information is being discussed over the phone or in meetings, GoTo Connect is a solid choice.

One thing that many people have issues with is GoTo Connect’s digital fax feature, which is limited and relatively troublesome to set up. 

GoTo Connect Integrations

GoTo Connect has an app store that allows for integration with other popular software. With around 30 integrations, it’s not as comprehensive as competitors like Zoom, but it covers all the most popular apps typically used in conjunction with VoIP software.

For instance, you can integrate GoTo Connect with Microsoft Teams, Zendesk, Salesforce, Slack, Zoho, and CirQLive. Thanks to the app store, it’s easy to get your GoTo Connect installation working with these popular software suites in a matter of minutes.

GoTo Connect App

Besides the GoTo Connect desktop apps for Windows and macOS, team members can use the GoTo Connect mobile apps on Android and iOS devices by downloading them from their respective stores.

The mobile apps can be used for making phone calls, video conferencing, and text messaging. You can also check your voicemails. Besides traditional SMS, you can send chat messages to other members of your team. If you set up a virtual fax machine, you can use the GoTo Connect mobile app to check the faxes you’ve received, too.

GoTo Connect Customer Support

Support for GoTo Connect starts at the support site, which includes hundreds of FAQs that are well laid out and easy to search through. There’s a more limited community forum as well.

Direct support from GoTo comes through 24/7 phone and email support. There are toll-free support numbers in 26 countries, and we were put through to helpful, knowledgeable agents when we tested the support in the US.

Pricing & Special Offers

GoTo Connect has 2 pricing plans—Basic and Standard. All require discussion with a sales representative to get started.

The Basic plan includes support for unlimited devices, toll-free numbers, smart call routing, and team messaging.

The Standard plan adds more features, including free international calling to over 50 countries, call recording, and unlimited-length meetings.

Connect’s plans cost more than the industry average, but the inclusion of unlimited international calling to over 50 countries and advanced contact center features could make GoTo Connect the smart choice for mid-sized businesses that make a lot of international calls.

You can also buy VoIP desk phone hardware from GoTo separately from your subscription. Phones are priced between $189 and $899 each. 

Another option is GoTo Room, a complete set of video conferencing hardware that transforms a room into a video conferencing venue. You can either buy GoTo Room hardware outright or lease it on a 1, 2-, or 3-year financing model. Pricing for this service is available on request.


Basic
Standard
Price
$27/user/month
$32/user/month
Maximum users
20
99
Extensions
Unlimited
Unlimited
Hot Desking
No
Yes
International Calling
Charged per minute
50+ countries free
Call Analytics
No
No

How GoTo Connect Compares to Other Voip Services


GoTo Connect

Dialpad

Grasshopper

Phone by web.com

Base price

$24/user/month

$20/user/month

$23/month for 3 extensions

$14.99/user/month

Free trial

No

14 days

7 days

No

Mobile app

Yes

Yes

Yes

Yes

Video calling

Yes

Yes

No

No

Integrations

Yes

Yes

None 

No

Support

24/7 phone, email

Phone, email, live chat

24/7 phone, support site

Email, chatbot

GoTo Connect Vs Dialpad

Dialpad is a worthy alternative to GoTo Connect, with a similar set of features, ease of use, and customer support. More of Dialpad’s features are locked into its higher-priced plan, such as integrations with Salesforce and support for desk phones. 

Dialpad limits the use of video conferencing to 45 minutes on its $20/user plan, too, so though GoTo Connect is more expensive on paper, we think businesses who plan to use more than just the basic features of the services will come out on top if they choose GoTo Connect.

GoTo Connect Vs Grasshopper

GoTo Connect is undoubtedly in a higher price range than Grasshopper VoIP, but it offers significantly more functionality. Grasshopper is a low-cost VoIP provider that mostly offers a replacement for traditional phones, whereas GoTo Connect includes video conferencing and call-center management features, to name just a few.

GoTo Connect also integrates well with a lot of popular software, where Grasshopper is a mostly closed system. Grasshopper may be a cost-effective choice for very small businesses, but most SMEs will appreciate the additional flexibility that GoTo Connect offers.

GoTo Connect Vs Phone by web.com

Phone by web.com is a simpler and lower-cost solution than GoTo Connect for businesses that only need the bare minimum VoIP service. There’s support for vanity numbers, custom greeting tools, and voicemail-to-text, but there’s little information on security practices available from Phone by web.com, and it doesn’t offer video calling or integration with other apps.

We would only recommend Phone by web.com over GoTo Connect to companies with only a few employees that are looking to save money with a basic VoIP service.

GoTo Connect GoTo Connect Visit Site

Bottom Line

GoTo Connect is a good fit for businesses that need not just a VoIP phone service, but video conferencing and team messaging. We also suggest GoTo Connect to companies that make lots of international calls, as the unlimited calls to over 50 countries could save your business a fortune over the long run.

GoTo Connect is probably overkill for entrepreneurs or tiny businesses. More cost-effective options exist for those cases. But GoTo Connect is a solid choice for mid-sized businesses or even companies with a sizable contact center, as it offers all the features you could need.

Frequently Asked Questions
How much does GoTo Connect cost?+-

GoTo Connect has 3 plans that start at $24/user/month. For an additional $5/user/month, you can unlock unlimited international calls to over 50 countries. An additional $10/user/month brings more advanced call-center-management features. Besides the cost of the service, you might want to buy hardware phones from GoTo Connect. These cost between $120 and $900, which is a relatively high amount, but you then don’t have any additional rental fees for the hardware.

Is GoTo Connect a good option for a small business?+-

GoTo Connect is a good option for small businesses looking to modernize their collaboration between team members and communication with customers. The VoIP features work well in tandem with the video conferencing and team messaging tools, and the unlimited call plans can make budgeting the cost of phone calls easy.

What is GoTo Connect’s best feature?+-

Depending on your business requirements, you may find the unlimited calls to 50 countries on the Standard and Premium plans to be GoTo Connect’s most outstanding feature. Instead of stressing about how much your business is spending each month on phone calls, you pay an upfront fee that covers all calls. This way, there’s no surprise phone bill to worry about.

Richard Sutherland writes for Top10.com. With over 20 years experience in web development, SEO, and marketing, Richard has worked with and developed software for huge brands like Samsung and Prudential Insurance. He has written for top tech websites, covering topics that include web hosting, consumer and business technology, and SaaS platforms.

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SM
Sean McSweeney
2 months ago
Inappropriate billing practices
We used Goto for a number of years in the 2010s, but cancelled about 5 years ago. Just found out they have continued to charge us every year for five years for two licenses they should not have (2019, 2020, 2021, 2022, 2023). They only charge once per year and never sent an email notifying us that there was an upcoming charge or a notification that they had charged us ever in the last 5 years. They confirmed that don't tell you. They refunded the charge for a couple days earlier on one license but refused to refund or even cancel the other. Both were charged to the same credit card. They confirmed neither account had been used in so many years (they only track a couple years) that they don't even know when they was used last. They refused to cancel or refund one because the email address used was for a domain that has not existed since 2019 so we cannot access it to "verify" even through it is the same credit card. We also requested past years be refunded and they refused. I notified them we had cancelled almost 5 years earlier and they said they don't keep records that far back so we were out of luck. They should refund the other charge from this month in the same credit card and refund past years for which. They should also refund charges from 2019-2022 that they tried to sneak past us without notifying us they were charging us.
Si
Simon
4 months ago
Should get zero stars
If I could give them zero stars I would, as they don't even deserve one. Total lack of responsiveness from the accounts department. I have been waiting for a credit note for months. Neither being polite or more forceful makes a difference. They just don't bother. Avoid.
FC
Frustrated Customer
6 months ago
Avoid them
Horrendous support experience when something goes wrong, with long wait times and copy-pasted responses that don't address what you've raised. Poor functionality on the product, multiple different offerings and consolidation happening but no market leading remote support offerings. Avoid them, use a competitor.
GoTo ConnectGoTo Connect
GoTo Connect
Visit Site

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