GoTo Connect Contact Center Reviews

Pros

One thing that really stands out is how helpful the customer support managers and support team have been. The platform also feels very forward looking, with regular new feature releases that bring real value especially for customer communication and sales. We use it a lot to refine our strategy, get a clearer understanding of our clients' needs and improve how efficiently we handle our daily work.

Cons

There are only two downsides I've come across. First some calls occasionally don't connect which is clearly frustrating when dealing with customers. Second, assigned calls are often missing from the "To Do" list.

Pros

For day to day use it has been a dependable cloud phone and UCaaS platform. Uptime has been reliable and both the mobile and desktop apps are easy to use. Customer support has also been helpful and the platform includes a solid range of features like an AI receptionist, SMS, video meetings and useful integrations.

Cons

Getting everything configured at the beginning can take some time especially when setting up call routing. There can be a bit of a learning curve and advanced administration feels fairly complex. Some users also mention occasional call quality or connectivity problems and support after onboarding seems to be less consistent for certain organizations.

Pros

It covers the core functions we need for our business and even includes some impressive features we hadn't used before. Questions get answered the very same day, including over the phone. Honestly, it's rare to come across an onboarding process that feels this well handled.

Cons

At this point, we haven't noticed any downsides at all and are genuinely happy we came across it.

Pros

Two weeks in and we were already looking for a replacement. There was honestly nothing about it that worked well for us. We were sold a system that didn't function as promised, given the wrong number of licenses and then left dealing with support that kept saying, "we'll fix it after this call," only to do nothing afterward. The next day would come, the phones still wouldn't work, nobody followed up, communication was nonexistent and there was no real help despite us spending hours on the phone the day before. We absolutely do not recommend it.

Cons

Within just two weeks, we had already spent around 30 hours trying to get even the basics working. Calls were being missed for days at a time. We're a small business with only 2 locations, 4 phones and 2 managers so this should not have been complicated yet support repeatedly failed to get things set up correctly. Our CSM would spend days fixing issues, only for everything to break again and again. We will never come back and we do not recommend it.

Pros

Everything being combined into one service makes this platform very simple to use. Their phone and customer support teams are helpful, respond quickly and usually resolve issues fast. The pricing setup also feels reasonable and well structured.

Cons

It was a bit confusing to get everything configured at the beginning and their bubble style system for routing calls can be hard to follow.

Pros

Something I really appreciate is how simple it makes things for clients to join and connect without having to download any application first.

Cons

Even with a paid subscription, I'm still limited to about half an hour for meetings and there are times when they really need to run longer.

Pros

Being able to carry my extension with me whether I'm in the office or working from home has been really convenient. It's also helpful that I can still use the app when I don't have my laptop with me.

Cons

The downside is that if the internet goes down, I lose access to my extension completely. It's also frustrating that when I'm logged in from home someone in the office can't use the physical phone at my desk if they need it.

Pros

One of the standout parts of it right now is the newer AI feature. Having an AI receptionist available at a very reasonable cost is a huge plus. Beyond that, it includes all the standard VoIP features you would expect and the pricing overall stays very fair. The call quality has also been consistently perfect. Another feature I really appreciate is the outgoing voicemail option, you can simply type the message and it generates a very polished computer voice to play back.

Cons

Getting familiar with it can take a bit of time. It's not really hard to use but there are so many available options that the learning curve can feel a little steep at first. Thankfully, there are plenty of video tutorials that help you work through it.

Pros

The video conferencing and AI features have been a real plus on this platform. Most of the time, it feels user friendly and convenient to work with.

Cons

Every now and then, the system lags a bit especially with the audio. I've also run into a few past issues with call summaries and transcription.

Pros

Dealing with this has been unbelievably frustrating. It's honestly the most useless and dishonest company I've ever had to work with. They never managed to get my account set up or my service activated but somehow they had no problem charging my credit card right away for something I couldn't even access. There was no welcome call, no setup assistance, no login, no working account, just invoices showing up. When I tried to cancel, they suddenly pointed to some ridiculous "contract," even though I never once received a functioning service. They actually told me they would continue billing me for an account that was never usable. Completely unreal.

Cons

Trying to get help only made everything worse. Their support team feels like a total black hole of incompetence with insanely long hold times, scripted apologies and absolutely no real resolution. Every so called manager says they'll call back and then nothing ever happens. In the end, the only way I was able to stop them from continuing to take my money was to cancel my card so they couldn't keep charging me.

Pros

A feature that's been especially useful is being able to filter calls by the type of support a customer needs. GoTo also lets us see who's calling and the caller identification is accurate almost every time.

Cons

A frustrating limitation is that you can't send a message to a phone number unless it's already saved in your contacts. Because of that, you either have to return the call or wait for the person to reach out again. Another issue is that a lot of callers don't listen to the full prompt and just select the first name they hear.

Pros

It's pretty practical when it comes to customizing multiple locations across a company which makes managing different sites a lot more convenient.

Cons

One downside is that you're limited to certain phone models so older devices can't really be reused.

Pros

After nearly four years using this, the standout features for me have been the Contact Center and the Analytics tools. Having a clear, accurate view of every active agent in the call center is incredibly important and makes day to day management much more effective.

Cons

Something that still needs attention is bringing over the older Call Reports feature into the app. The newer updates don't include it and without that, it's almost impossible to track an individual agent's detailed call information properly.

Pros

Navigating the interface is very simple and reliability has been a strong point. From what I've seen personally and from the people I support, there's been little to no downtime.

Cons

The pricing doesn't feel very competitive compared to other options on the market. Integrations also seem limited when stacked up against other vendors especially with tools like Teams.

Pros

Excellent for team communication through video, audio and web conferencing. It also handles file sharing, document creation and screen sharing really well.

Cons

I have nothing to complain about. It does everything it was designed to do.

Pros

From start to finish, the whole project came together incredibly well. The support team was outstanding throughout the process and handled everything with us exceptionally well.

Cons

Honestly, I can't point to any downsides because they've been amazing.

Pros

My experience with this software has been terrible. The setup took far too long and on top of that they charged an abusive cancellation fee. During the sales process, I was told that there would be no such penalty and now they have sent me a bill for almost a thousand reais. Problem resolution is extremely slow and overall I would not recommend it to anyone.

Cons

Support is unbelievably slow and the team seems completely out of sync. One person tells you one thing, then someone else says something entirely different and the delays in solving issues just keep dragging on.

Pros

This has been a dependable and stable VOIP platform in my use, with an admin system that's fairly simple to manage and a desktop VOIP client that feels reliable and well established.

Cons

It doesn't include some of the advanced capabilities you'd get from more full featured platforms like 8x8 although that also means it's less complicated. It's also not as inexpensive as some of the more basic VOIP alternatives.

Pros

The video features are really useful and the platform feels very simple to use for everyone involved on both sides.

Cons

At times, the program can be a little slow when loading.

Pros

Back in earlier years, this was the best platform we used for webinars.

Cons

The employee who originally enrolled us in the annual auto renewal had already left the college and the product went unused for two years. GoTo never sent any reminder before processing the yearly charge and when we contacted them to ask about the credit card charge, they were unable to find the account. We eventually tracked down an old invoice from 2020, despite never receiving any receipt or invoice emails at the original email address during that whole period and requested that the charge be reversed but they refused.