G2

francesca t.

Data & Analytics Business Translator

Enterprise (> 1000 emp.)

10/20/2022

"Application to customize call flows and always be reachable with all devices"

5/5

What do you like best about GoTo Connect?

The aspect I prefer is the simplicity in creating call flows to organize incoming calls. The call flow (i.e., the path the incoming call should follow) can be customized through an intuitive platform where, using drag and drop functions, you can decide how the incoming call will be managed; in this way, it is very easy to make changes to the original flow, especially when the company is closed for holidays, during festive days, or when there are few resources available to answer the phone. In these latter cases, it is also possible to set up personalized pre-recorded messages that facilitate the handling of the call. Another very positive aspect is that, being based on a Cloud structure, GoTo Connect allows visibility of calls with any device even without having the landline phone next to you. Review collected by and hosted on G2.com.

What do you dislike about GoTo Connect?

Through GoTo Connect, it is possible to organize videoconferences with user participation via webcam. Unfortunately, the limit of invitees that can be involved is 250 people: in my personal experience, this is not a problem, but the fact remains that GoTo Connect can be used as a business solution and not for organizing global events. Review collected by and hosted on G2.com.

What problems is GoTo Connect solving and how is that benefiting you?

From an internal perspective, through GoTo Connect we have solved the problem for those working remotely who did not have access to the office landline: it is no longer necessary to have a landline because calls can be managed via PC or smartphone, since the entire system is based on a cloud structure. The benefit is increased productivity, as people are able to work comprehensively regardless of their location.

From an external perspective, we have solved the problems of waiting queues for incoming calls: depending on how busy people are or depending on the topic of the call (selected by the caller), calls are redirected and callers are given a prerecorded response without leaving the caller waiting. The benefit provided is greater efficiency of our call centers and increased customer satisfaction measurable with a rising NPS. Review collected by and hosted on G2.com.