I find GoTo Connect to be a very effective telecom and messaging platform for my call center representatives, making them more efficient. I appreciate its ease of use, as both the setup and any changes are simple, and we don't need a highly trained employee to manage the system. The system is easy to use, and it doesn't require a full admin to operate. We use their call center product, which provides real-time monitoring and enhanced reporting, so we always know what's happening with all sides of our communications. The initial setup was incredibly simple. On a scale from 1 to 10, I'd give a recommendation score of 10 for GoTo Connect. Review collected by and hosted on G2.com.

AI virtual agent. When they first rolled it out, we tried to use it to capture caller info and do certain steps and at that time, the virtual agent did not have those capabilities. Review collected by and hosted on G2.com.

I use GoTo Connect primarily for conference calls and meetings, and I really prefer using the phone's microphone since it's clearer than webcam mics. This is something I use almost every day. Additionally, being partners with GoTo Connect allows us to sell the phones to clients and access the partner portal to write up quotes, which is great. It's really beneficial that we not only use the platform but are familiar enough to deliver it to other customers. Switching from analog to GoTo Connect has been a very good experience—they're dependable. The upgrade to Yealink phones and having employees on the side panels with hot buttons has been very beneficial too. The setup of GoTo Connect is very easy, and we frequently assist new clients upgrading to the system. Review collected by and hosted on G2.com.

Sometimes we get a lot of dropped calls, and we've checked it's not actually our service, so I think it's sometimes the internal issue with the program. I don't like the navigation on the phone app. It's sometimes a little overwhelming, and I would like it to be more simplified. It would be nice to have a setup where employees and favorites are just placed in a spot to easily work with, instead of having to adjust settings. Review collected by and hosted on G2.com.

I like that GoTo Connect allows me to communicate with customers and employees. It was pretty easy in the beginning and is pretty user friendly. Review collected by and hosted on G2.com.

Their customer service is terrible. I have had constant issues, and no one will do what they say they're gonna do. I just asked for a phone call back about a particular case that I opened up. And they won't even call me from sales. They keep you on hold, and they just transfer you from person to person to person. One particular issue, I had the literally would not resolve it or let me talk to anyone that would help me and it's been going on for over a year now. And they just keep closing a case, and I have to start the whole process over again. It's been a terrible experience where over 10 employees have told me that they will fix this problem, and then they never do. for over a year now every person (sales, Customer service, technical) say they will fix this or contact someone who will. It never happens. they stop replying and close the case then I have to start over again. Review collected by and hosted on G2.com.

GoTo Connect brings unified communication in our company, allowing us to combine video conferencing, phone systems, contact center and messaging, all in one solution

I appreciate the reliability and ease of use that GoTo Connect offers and this leads to flexible and quality calls

GoTo Connect has created for us a straightforward administration portal and this makes it easy to manage all calls

GoTo Connect provides us with both desktop and mobile app versions, making our employees to remain connected while in any location

GoTo Connect gives a brilliant and real time call analytics and this shows valuable insights on customer interactions and team performance Review collected by and hosted on G2.com.

GoTo Connect needs detailed and proper configuration, more so with companies that has complex communication demands

I don’t like the interface, despite being functional, the vendor would have made it modernized Review collected by and hosted on G2.com.

I love the ease of administration with GoTo Connect. Using the Admin center makes managing our team easy, and the interface is intuitive and user-friendly. I find it quick to make changes and visually see and manage our contact center phone traffic, which helps optimize the customer experience. The ability to manage our call center through the contact center feature is one of my favorite aspects. I also really appreciate the GoTo mobile app, which makes it easy for our team to be on the go and never miss a customer call or text. Setup was very easy, much simpler than our previous solution, even with more capabilities. Review collected by and hosted on G2.com.

Honestly, there is nothing I would improve - it works great! Review collected by and hosted on G2.com.

It’s an all-in-one phone system that’s easy to use and straightforward to implement and maintain. It’s well-suited for small and medium-sized businesses that want a softphone-only VoIP setup.

It has intuitive features AI chatbot for quick support responses, and text-to-speech, which we utilize for auto-attendant scripts.

The application has a 99.9% uptime, and their support team is quick to respond. Review collected by and hosted on G2.com.

I don’t like that the app can’t sync Microsoft Teams presence with my GoTo Connect status.

It’s also somewhat annoying that I can’t receive email notifications for faxes sent from any of the apps (web, mobile, or desktop).

Lack of integrations with MSP-related RMM or PSA tools like HaloPSA Review collected by and hosted on G2.com.

GoTo Connect is a great fit for businesses that need employees to stay connected both in the office and while working remotely. In our experience, it’s especially effective for companies with field staff, service technicians, or anyone who is frequently away from their desk. Being able to answer office calls and send texts from the mobile app using the company phone number has made our communication noticeably more efficient, consistent, and professional.

The mobile and desktop apps have also made remote work much easier for our staff. Employees can answer office calls, return customer calls, and send texts from anywhere while still presenting the company phone number instead of personal numbers. That flexibility has improved response times and reduced missed communication when employees are out of the office or in the field.

From an administrative standpoint, having one platform for calls, voicemail, contacts, and texting has simplified day-to-day communication management. We see fewer communication gaps because conversations stay tied to the business rather than to individual employees’ personal devices. It has also reduced the need to forward calls to personal phones or maintain separate business cell phones for certain staff members.

Another major benefit has been business continuity. Because the system is cloud-based, our team can keep operating during weather events, remote work situations, or after-hours coverage without needing to be physically in the office.

The biggest limitation we’ve experienced is that performance depends heavily on internet reliability. When users have weak Wi-Fi or unstable connections, call quality can suffer.

From a pricing perspective, we found it valuable because it combines several services into one platform instead of paying separately for a traditional phone provider, texting solution, remote call forwarding, and conferencing tools. For small and mid-sized businesses especially, that can make the overall cost more reasonable and predictable.

That said, pricing can depend heavily on features, user count, hardware, and contract terms. In our experience, the platform provides good value for organizations that will actually use the mobile apps, texting, remote capabilities, and unified administration. Businesses looking for only a very basic phone system may find it more feature-rich than they need. Some users online have also noted that costs can increase with advanced features, hardware, or SMS usage depending on the plan structure.

The integration side is also helpful. GoTo Connect supports integrations with platforms like Microsoft Teams, Review collected by and hosted on G2.com.

One of the biggest frustrations with GoTo Connect is the reliability of the app. It can be glitchy at times, freezing or stopping unexpectedly without a clear reason. We’ve also experienced random call disconnects or instances where the app stops receiving calls entirely, even when the internet connection and Wi-Fi are stable. The platform often attributes these issues to connectivity, but that hasn’t matched our experience.

Additionally, the website and admin portal are not especially intuitive. Finding settings or specific features can require a lot of clicking around and navigation, which can make simple tasks more time-consuming than they should be. Review collected by and hosted on G2.com.

I appreciate that GoTo Connect is almost always up. There have been only a few outages in the couple of years that we've had it, and it's only been down a handful of times. When it is down, they fix it pretty quickly. Support is quick and friendly. Review collected by and hosted on G2.com.

The mobile app has been a pain point for me. I've noticed whenever I have to search a colleague or search a contact, there's about four or five different menus and clicks that need to happen just to get to that, and that could be reduced down to one or two clicks. The initial setup was actually quite a pain; it took a very long time to set up physical phones. They had some issues initially connecting on our network. Because we are not a DHCP store, every single hard phone needed to be programmed into our firewall with a MAC address, and getting those was kind of a pain. It involved a lot of back and forth between the helpers that GoTo had sent out. Also, we were trying to integrate the phone system into our DMS, and it didn't seem like they were super knowledgeable about that full integration and all the features. A lot of integration features hadn't been fully built out yet or were still buggy. So, yeah, it was just kind of a rough and bumpy start. Review collected by and hosted on G2.com.

I frequently use GoTo Connect for online meetings, which is really helpful. I like how it solves the problem of routing calls to the right person based on the time of day. I can also set up multiple offices and manage ring groups and dial plans. Changing after-hours phone calls every week is smooth, and setting up the phones and getting them plugged in and hooked to the router was very easy. Review collected by and hosted on G2.com.

At our main office, we often get messages of degraded call quality. That's a frequent problem for us. Doing dial plans, ringtones, office locations, setting up new users is very difficult and GoTo Connect does not provide much assistance. GoTo also spams us for signing up for extra features. They offer frequent "webinars," that are really just sales pitches. Review collected by and hosted on G2.com.

I’ve evaluated many call systems and analytics platforms in the automotive space, and GoTo Connect stands out for offering a comprehensive, easy-to-use solution for dealer groups. They consistently go above and beyond to make sure we have the resources we need. If I have detailed questions, they provide an AI tool that can comb through their extensive support articles, and their 24/7 support agents are genuinely knowledgeable about the product.

They’re also constantly optimizing and refining their solution. I see new upgrades and updates rolled out every quarter—some I specifically asked for, and others I hadn’t even thought of. Overall, it’s a great solution. Review collected by and hosted on G2.com.

I’ll say their solution is very extensive and extremely detailed. If I weren’t technically capable, I could easily see how it could be frustrating to use. Review collected by and hosted on G2.com.