GoTo Connect Contact Center Reviews

Pros

Getting started with it is simple and it makes collaborating with others and bringing them into the meeting really convenient.

Cons

I've only worked with the basic features in this so I don't know the platform in depth yet. At this point, I haven't run into any downsides.

Pros

It was easy to get our phone setup the way we want. We can manage and adjust our own lines and extensions without having to rely on someone else and whenever we can't sort something out internally, their customer service team is always helpful. The mobile app is also a big plus since it lets us work remotely whenever needed.

Cons

None that come to mind.

Pros

Having the mobile app on my phone is helpful because I can still answer customer calls when I'm away from my desk.

Cons

It doesn't make it possible for a live person to step in and answer a call when a customer dials a specific extension. For example if one employee isn't at his desk and someone calls him, I want to be able to pick up those calls.

Pros

This keeps everything in one service which has made staying connected a lot easier for us. Once I got it set up, it was a very positive experience. It's not difficult to use at all and the layout makes sense because everything is right where you'd expect it to be. As long as your internet provider and connection are solid, there aren't really any issues with call quality or speed. The real time chat matters a lot for our team because it lets us communicate instantly from different locations without needing to rely on video or voice calls. We're filming pretty often so being able to chat instead of getting on the phone is really useful. The pricing is another reason I'm happy with GoTo Connect because it doesn't cost a lot and it feels fairly priced for what it offers.

Cons

Getting assistance from customer support can be frustrating at times and I don't always feel like they actually improve the situation. Also if the internet connection gets spotty, all of our communication becomes affected too. Once the connection comes back, it can take a bit of time for everything to catch up again. That said, with a reliable internet provider, it usually isn't something to worry too much about.

Pros

The app works really well when call volumes are on the lower side and it comes with a solid set of useful features.

Cons

There are times when it takes a bit longer to load although the information it shows is accurate.

Pros

It comes packed with features and covers everything our business needs, plus a bit more, when it comes to helping employees place and receive calls. The auto attendant has taken a lot of pressure off our document control staff, letting them focus on more important work instead of constantly answering the phone. The hard phones and soft phones also work very well together, giving employees flexible options for how they want to handle incoming calls.

Cons

Only issue I've run into is with the SMS function on the soft phones which has been unreliable. From what I've seen, there's only about a 50% chance that a text message sent will actually come through. This is especially a problem with text verification and MFA messages since those really need to arrive consistently to be useful.

Pros

Getting this set up and using it every day is really simple. The voice quality is solid, the video comes through clearly and it works especially well for international calling without driving up costs. It feels dependable and efficient overall and the fact that no extra hardware is needed is a big plus. You can just connect it on any server and start dialing.

Cons

A stable, strong internet connection is definitely necessary for it to work well. Every now and then, phone calls can become unresponsive.

Pros

Call quality has been consistently strong, both for voice and video conferencing. I've been using this platform for close to two years and issues like the "robot voice" effect or the choppiness that can happen with some VoIP platforms have been very uncommon.

Cons

It's dependable the vast majority of the time though I have had a few calls turn choppy before. That said, it happens very rarely.

Pros

Using this application has helped me keep meetings with my staff organized. Being able to share meeting links with my team is really useful and the option to record both audio and video makes the whole experience even better.

Cons

An issue is that the application can take quite a while to load and in places with weak network coverage it tends to disconnect repeatedly which affects meetings and prevents them from running as scheduled.

Pros

Moving from our on prem Wave setup to this cloud based phone system was a big change and having the ability to manage everything from anywhere has been really convenient.

Cons

The biggest frustration has been the call quality. It's pretty common for my users to complain almost every week about dropped calls, audio cutting in and out or static during conversations.

Pros

Getting started feels very easy thanks to its clean interface. I also really appreciate being able to share my screen during meetings and the reminder emails it sends to participants before a meeting begins are a very helpful touch.

Cons

One downside is that the app works best with a strong internet connection. If the network is weak, the experience gets disrupted and it can affect my work in the area.

Pros

It's has always performed reliably whenever I've used it. I normally use Zoom and don't really have a reason to switch but when I've used this with other people, it handled the job in a very similar way.

Cons

First time I used it, it felt a bit confusing to use since I was already used to Zoom. Still, it doesn't take long to adjust and once you do, it works perfectly fine.

Pros

One thing I really appreciate about it is the customer support. Whenever you reach out, they actually answer and walk you through the steps you need to take. The interface is also good and user friendly. It was a bit challenging for me the first time but once I went through the process, I was able to get everything done.

Cons

There's no guided training for new users which can make things difficult for people who are just getting started.

Pros

Being able to use the system from practically anywhere has been a huge plus especially for remote work. Our team can make calls or send texts from their own phones or computers and it still appears from the company number which is incredibly convenient.

Cons

The phone tree was a bit tricky to configure at the beginning. Having a vendor help us through the initial setup made that part much more manageable.

Pros

This was simple to use and helped us move over from our previous tools without any hassle.

Cons

Sometimes, the interface feels a bit confusing and getting around the system can be difficult.

Pros

Connecting with teammates or people outside the company is really easy and the platform is simple enough that just about anyone can use it without trouble.

Cons

It's very clear and uncomplicated which makes it accessible for pretty much anyone. I haven't run into any problems.

Pros

Its clear interface made onboarding and day to day use feel simple. It also comes with a broad set of communication tools, including call management, voicemail transcription and conference calling which makes it a solid all in one option for business communications. Another plus is the way it integrates with other platforms like CRM systems, help desk software and productivity tools, helping teams keep workflows more organized. The customizable settings, such as call routing rules and hold music, also make it possible to customize the system to the specific needs of a business. On top of that, the pricing is reasonable and works for different budgets, including a free plan that supports up to three users.

Cons

A downside is that the reporting options are fairly limited. While it covers basic reporting needs some users may want more advanced analytics and better data visualization tools. Customization can also feel somewhat restricted beyond certain settings like call routing rules especially when it comes to branding and the overall look and feel. Even though the platform is generally user friendly, there can still be a bit of a learning curve when setting up or adjusting some features, particularly more specific configurations like routing rules. Customer support is another area that could be better since some users have mentioned long wait times and difficulty reaching a representative. The free plan is helpful but it is also limited in terms of both available features and the number of users it supports.

Pros

Working remotely has been much more convenient with this software because it lets me access my work phone from anywhere. It's really useful to be able to call customers from my work number while still using my cell phone which makes remote work a lot more practical.

Cons

I haven't really used the video conferencing feature since I feel other tools are better suited for that purpose.

Pros

Everything about it has been very user friendly and the option to work remotely whenever needed has been a huge benefit. The softphone app has been a real game changer for our sales team and having everything in one system saves a lot of time.

Cons

Over the past 3 years, everything has gone really well and I haven't run into any issues worth mentioning.

Pros

Having voice, video and chat together in one platform is a big advantage with this. It helps keep communication organized and makes it much more convenient to manage everything from a single place. The interface is user friendly so setting up and handling communication channels doesn't take much effort or deep technical knowledge. It also connects with many common business tools like CRMs, helpdesk platforms and productivity apps which helps improve workflows and overall efficiency. Since it's cloud based, it's accessible anywhere with a solid internet connection which makes it especially useful for remote teams or employees who travel often. On top of that, the pricing is fairly cost effective, with different plans available and no hidden charges which makes budgeting a lot more predictable.

Cons

Because GoTo Connect is cloud based, a reliable internet connection is essential. When the connection is weak or unstable, voice and video quality can drop noticeably. It also doesn't offer as much customization as some competing platforms so businesses with very specific needs or specialized software requirements may find it limiting. The analytics and reporting features are another weaker area since they are not detailed enough for teams that need deeper insight into call quality, activity or performance metrics. There can also be a bit of a learning curve especially for users who are less comfortable with technology or reluctant to adapt to a new system. On top of that, it may not be the ideal option for companies with very high communication volumes, such as call centers or large support operations because it may not provide the level of scalability or functionality those environments require.