GoToConnect Review

flag Entirely cloud-hosted
  • Suitable for all business types and sizes
  • World-class customer support
  • Competitively priced
  • Customizable features

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  • author: Pavel Aramyan
  • 29.04.19
  • Comments

Rating

  • "Ease of Use"
    8 /10
  • "Value For Money"
    10 /10
  • "Features"
    8 /10
  • "Help & Support"
    10 /10

Overview

Founded in 2001 as Jive Communications, GoToConnect is an enterprise-level communications and collaboration software provider. The company currently employs 700 workers in US, Canada and Latin America. The software is suitable for small, medium and large organizations alike, and can be effectively used in many spheres including education, law, and government programs.

Plans & Pricing

GotToConnect pricing plans are extremely straightforward. All of them include all the features offered by the vendor with no hidden costs or fees, with unlimited usability. Also, the 24/7 customer support team is ready to assist you regardless of the amount you pay each month.

The pricing is based on the number of users and comes in five tiers:

Tier 1 – 1-4 users = $29.95 per seat

Tier 2 – 5-9 users = $25.95 per seat

Tier 3 – 10-24 users = $23.95 per seat

Tier 4 – 25-49 users = $21.95 per seat

Tier 5 – 50-99 users = $19.95 per seat

Custom – 100+ users

As you can see, the tool is most cost-effective for medium to large organizations, however, the difference isn’t that big to make it completely unaffordable for small businesses.

Since the software is cloud-hosted, the need for hardware is minimal, however, it does come at an additional price. The details on hardware costs are locked behind a password to protect them from the competition. There is also the option of contacting the vendor and negotiating a better software and hardware price if you aim for long-term collaboration.

It’s a bit hard to compare various VoIP vendors since all of them implement different pricing strategies, but overall GoToConnect is fairly priced.

1-4 Users
$29.95
5-9 Users
$25.95
10-24 Users
$23.95
25-49 Users
$21.95
50-99 Users
$19.95

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Features and Functionality

Being an all-in-one software solution, GoToConnect product features cover all aspects of audio and video communications including customer call center, business continuity and SD-WAN.

Audio

The audio services toolkit can be broken down into four categories – basic voice, call management, call center features and phone services. In each respective group, users can find all the tools they may require at some point during their business operations. For instance, the basic list includes everything from call logs, monitoring and analytics to custom schedules, intercom, fax to email, as well as voicemail to email, auto attendants, inbound call filtering and shared line appearance.

The call management category includes features like call forwarding, history, routing, transfers and queues, as well as multiple calls per lines, caller ID, extension transfers and find me/follow me.

Likewise, the call center category offers businesses a complete suite of tools to effectively handle and organize phone customer support. These include custom queue hold messages and music, unlimited call queues, wait time announcement and advanced ring strategies. Finally, international calls, unlimited domestic usage, number porting and toll-free numbers are available through the phone service features category.

Video

For video communications, GoToConnect offers cloud video conferencing, allowing organizations of all sizes to seamlessly interact on a point-to-point (one location to another) or multipoint (multiple locations grouped in one video call) basis. This comes especially handy for teams that travel a lot or businesses that have operations performed by different offices scattered around the globe.

Moreover, apart from delivering a seamless video conferencing experience through cloud-based servers, the tool brings much-needed utility to the table. For instance, users have the option to share important files with all to-be-involved parties prior to the call and display documents on all computers with a few clicks.

Business Continuity

When using a hosted-VoIP, it’s important to make sure that your business runs smoothly in all circumstances. Also, the core phone functionality must be preserved in case of emergencies. GoToConnect takes care of all these aspects.

For instance, during an internet disruption or power outage, the business continuity app works to maintain the connection with co-workers and local survivability services through pre-designated numbers like 911. Also, when an outage happens, the app automatically transfers the system into fallback mode, which monitors the system until power is restored and reapplies custom settings.

SD-WAN

SD-WAN (software-defined wide-area network) is an app applicable to most commonly used connections like 4G and LTE, and is designed to connect office branches and data centers located in different geographical zones. The GoToConnect SD-WAN offers low-cost broadband connection as well as security within your network, to preserve customer data and sensitive business information. Also, the flexibility of the tool allows users to add/remove locations as necessary in just a matter of hours, as well as moving old data to the cloud, accessing network history and troubleshooting problem areas.

Ease of Use

GoToConnect can be set up entirely on the cloud, without any need for hardware. For enterprise businesses, hardware solutions may be required in addition to the cloud-servers for security and integrity reasons, but small organizations can easily get by with the software component only.

The vendor doesn’t offer a free trial of the tool so it’s hard to judge, but according to feedback, GoToConnect is fairly straightforward and easy to customize. Also, customer support is available 24/7 and can assist you with anything you need.

If you’re planning to make use of hardware, keep in mind that you’ll need an IT specialist to set up and maintain everything. Software maintenance is completely covered by the company.

Pros & Cons

  • A wide array of audio and video features
  • Relatively easy to use
  • Customizable features
  • World-class customer support
  • There is a learning curve involved
  • Can be inefficient for small businesses
  • No free trial

Customer Support

GoToConnect customer support team is always on top of its game. The helpful professionals are available 24/7, ready to assist with any issues users may encounter. Also, all users have full access to customer service regardless of the pricing plan or tier.

  • 24/7 Help & Support
    GoToConnect customer service representatives are available 24/7 via multiple channels.
  • Phone Support
    The call center can be reached via a dedicated phone number.
  • Email
    Users can submit a ticket describing their issues directly on the tool’s website.
  • Video Tutorials
    There are over 100 videos on the brand’s official YouTube channel featuring product related information, news and updates and explanations on various aspects of the tool.
  • FAQ
    The FAQ section is very basic and features answers to many common questions and some product-related issues.
  • Community Forum
    The community forum is fairly active and features a variety of threads posted by users.
  • Blog
    The blog is updated rather inconsistently with 2-3 new posts every 10-15 days. The topics range from how-to-s and interesting facts to industry news and corporate culture development strategies.

Final Word

Overall, GoToConnect is a fairly priced tool with an immense set of audio and video communications features and excellent customer support. The software is customizable to an extent and fairly easy to set up, but requires time to learn and get used to. It is primarily recommended to large organizations with office branches scattered all over the world, but can also be used by small businesses to foster collaboration and communication.

pavel
Pavel Aramyan
author

Pavel is a writer with over 5 years of experience in researching and comparing consumer products from a variety of industries.

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Questions & Answers

Guest
Harold N.

Can I use this system with my smartphone?

Answer
Yes, GoToConnect has both Android and iOS apps available for free download.
Guest
Sasha Treblinksy

I am not a business. Is there a residential plan available?

Answer
GoToConnect is designed to work for businesses, however you can purchase a Tier 1 plan for $29.95 and have the system installed on your home phone.
Guest
Fernando L.

If I switch to this service can I still keep my old phone number?

Answer
Yes, you can keep your current telephone number(s) when you switch to GoToConnect. GoToConnect can port (transfer) your existing numbers over to Jive service.
Guest
Nick Grand

Can I use any office phone with this system? Or will I need to buy a new one?

Answer
GoToConnect supports any SIP phone, so it is likely you’ll be able to use any modern business phone. You can speak to one of their representatives to get a complete list of compatible phones.
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