GoToConnect

GoTo Connect (formerly Jive)  is  a cloud communication software offering business phone service, team chat messaging, and HD video...
4.4
Orem, UT
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This company is extremely frustrating with NO customer service! The phones themselves come with a noise cancelling feature. Sounds nice? It is not! the only time you hear anything is when someone speaks into the phone otherwise you would think that no one was on the phone with you.

Service – They were fast at taking our account and money however it took over a month to actually get the phones going. So basically they make money while you have no phones.

There is NO follow up once the phones are installed. They do 1 meething that gives an overview of the software, they record it for you so they do not have to speak to you again….. So if you have a questions you must go through an hour of video trying to find the answer to a question you have.

They send the phones in….again no follow up! – They sent one of the phones as a desk phone rather then an wall phone – however if you don’t change it within 30 days your SOL! Remember they wont have your phones set up for at least a month! Hence they don’t have to give any service because that is there company policy!

WORST COMPANY!!! RUNNNNNN

Pros: it rings.
Cons: support - phones -.
Would Recommend: No
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Laurel B.'s review for GoToConnect

I inherited this phone system when taking over a business last month, and was quickly looking for a different provider. I regularly had 30 minute+ long hold times whenever I had a question, and NOTHING about their user portals are intuitive. (and I’m generally quite tech savvy). Despite trying to thoroughly update the user information, I kept finding more and more details that were overlooked, meaning that I missed voicemails, faxes, even entire calls at times.

Worst of all, any time a client called (or I called a client), there was – at minimum – a 2 second delay on everything said, and very often an echo, too.

I never tried to use any of their beyond-phone system features. So I don’t have any experience with their meetings app or anything. I’m in the process of switching away from this provider, and cannot wait!

Pros: virtual phone.
Cons: Significant sound delay.
Would Recommend: No
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Dallas M.'s review for GoToConnect

I started with Jive in 2009, it was an excellent company to work with. The support was incredible, you could call and get someone who understood what you were saying, spoke English as their first language, listened to what the issue was, fixed the issue then and there on their own or connected you directly to someone who knew how the system worked, and most of all cared enough to do it the right way.
The software worked first time, every time, the mobile app as well.
Then GoToConnect took Jive over, as soon as it did the internal workings went to hell in a handbasket.
The app sucks now, it constantly just disconnects so you do not get calls, but you do not know you are not getting calls forwarded.
Then you call to get that fixed and they cannot tell you why it happened, but after you uninstall the app and reinstall and they do their thing it starts to work again.
But while the calls get forwarded to you there is no longer caller id. as before. So you call back again and they somehow fix that issue but now when a call is forwarded it is not a different ring tone as it was before, so you do not know if the call is someone calling your cell directly or a forwarded call from your work number.
Mind you, every time you call Jive Communications/ GoToConnect now you get someone in a foreign land who speaks maybe fair English but does not seem to either care, understand, listen, or all three. Support does not know what they are doing and does not know the system. They have a database available to look at only. If they did not listen, could not understand what the issue was, or cannot find a way to fix the issue they will tell you there is no way to fix it.
Since last week I have been on the phone with support 6 times, and am on hold with support again right now going on 42 minutes with a lady named Lourdes who has no clue in the world what it is I am talking about when I say there was a different ring tone when calls were transfered from my Jive/Work phone
I have right now been on the phone with three different people for an hour and 12 minutes. The current person, Adrian Lemos, just called me a liar. I told him that for the last 11 plus years I have had calls forwarded to the app on my cell phone, which came with the caller id. of the person calling me and a different ring tone that denoted the call was being forwarded from my work number. He called me a liar and said such a thing is not possible.
I will be finding a different service as soon as I can. I will also be telling everyone I know about how Jive Communications has gone to the dogs.

Pros: It is a great product and service.
Cons: The support, since taken over by GoTo is beyond abismal.
Would Recommend: No
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STAY AWAY!!!! RUN AWAY AS FAST AS YOU CAN!!!

I’m so frustrated with this company I actually had to search to find a place to give a review.

This is really good software run by a bunch of complete morons.

They have ZERO clue how to actually service a client. You can’t call them and get someone on the phone if you have a quick question – that process will take you 20 minutes on hold, 7 more to “open a ticket” and another 5 for the person you speak with to tell you that someone will call you back the next day. At the conclusion of the call you MIGHT get an email the next with someone informing you that they’ve closed the ticket out for non responsiveness.

Today they actually cut our services off for non payment. Apparently the CC we had on file wouldn’t process. What would a normal company do that encountered a billing issue….? Probably call the merchant, perhaps send a letter, smoke signal? how about NOTHING – Just turned us off mid-day.

One had in this company has no idea what the other is doing. Good software – TERRIBLE company

Pros: Once you figure it out on your own the software is pretty easy to use.
Cons: Terrible, Non-Existent Support with little to no traininging.
Would Recommend: No
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We have been using Jive for 8 years now. Absolutely love the service. After reading some reviews here I can see in just what they are commenting on why they are having issues. I think they are under the impression it is plug and play. This is a technical product and requires training. I recommend using a Jive Partner to install and train your people. You will have a great experience.

1. Do a network evaluation. If your network or internet is bad, your experience will be bad.

2. Have on-site training and installation. Worth every penny and your people will know how to use the system.

3. Porting numbers takes at least 2 weeks. Have all your bills, numbers and PIN numbers available. This is a nightmare at the best of times. The losing phone company can make it miserable. They look for any excuse to not lose the numbers. Do not make any changes to the losing account. This will delay the porting.

Pros: Great Interface, call quality and customer serviceew.
Cons: None.
Would Recommend: Yes
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We received no training whatsoever and the dial plan they set up for us was wrong. We have not had voicemail capabilities since we started. After 5 days we said we were cancelling the service and they said we had signed a year contract. No one here agreed to that or signed anything. Did they do it on our behalf? The sad thing is that it was recommended by our practice management software company. It’s the only phone company that they say they support. But Jive has less features than Weave which was able to integrate with our practice management software just fine. It has been a real nightmare. Is this company just a bunch of young techies that think they are so smart and can do whatever pleases them and ignore that which doesn’t. I agree with a previous comment that stated that it appears to be run out of someone’s basement.

Pros: none.
Cons: no support, will not respond to emails or phone calls, , no training whatsoever.
Would Recommend: No
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Jive was the worst decision we could have ever made as a company. They are dishonest, rude, and tried to double bill us at the end. Seems like it’s run out of someone’s basement. Trying to discontinue service with them is just about impossible. I have wasted so much time with this sham of a company. STAY AWAY!!

Would Recommend: No
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We ported our numbers to them last week. We have had virtually no support since. We call and are on hold for 20-30 minutes. Then the department we reached tells us that a different department has to help us. Then they give us the number to that department rather than transfering us. On hold again for 20-30 minutes. Then that department tells us the other needs to help us. Emails go unanswered. Or they send us a link to a video that does not help us. I call my sales rep. He’s “frustrated as well.” He and his VP have requested to their service department that they give us a call to help us. Two days later and no one has contacted us. I emailed my rep and told him we want to leave since they can provide nothing more than incoming and outgoing calls. No messages no training on how to use their low quality phones. No response other than we will try to get someone to call you to help you. Then I call him and he transfers me to another person who says that even though they haven’t provided what was promised inside of a week, I am bound by a contract for a year of this crap.

Pros: Lower cost than last provider.
Cons: See review.
Would Recommend: No
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Susan A.'s review for GoToConnect

Jive has been a fantastic addition to our daily business operations. We’ve had the service a few years now and the call quality and features are great. Easy to use, easy to set up, and if you ever have any questions, customer service support staff is always there and ready to help. They follow up on every call/inquiry. Love the admin option to filter calls so you can actually worry about customer calls rather than having to deal with telemarketers and robocalls throughout the day. Overall, very satisfied!

Pros: Features, customer service.
Cons: None.
Would Recommend: Yes
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I’ve been with Jive Communications for a little over a month and we got two months free with two free phones. I’ve had nothing but good experiences so far. I highly recommend jive to any small or medium-sized businesses as the customer support as US based so you can understand what the other person is saying on the other end of the phone. if you’re looking for a cheap but high-quality and very dependable phone service look no farther than jive communications.

Pros: Great customer support.
Cons: None.
Would Recommend: Yes
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Provider Overview

GoTo Connect (formerly Jive)  is  a cloud communication software offering business phone service, team chat messaging, and HD video conferencing via Go ToMeeting, the GoTo product suite’s video calling tool. The GoTo Connect  Premium plan provides contact center functionalities designed for small to medium-sized businesses.

GoTo Connect combines a user-friendly interface with essential features like softphone calling, smart call routing, one-click screen sharing, and integration with key third-party tools across all plans.  This makes GoTo Connect an excellent choice for startups and SMBs needing to upgrade their VoIP phone system to include video conferencing capabilities and advanced voice calling features like call queueing, auto attendants, and ring groups. These remote or in-house teams prioritize ease of use over access to hundreds of communications features, and may plan to integrate more industry-specific third-party software with GoTo Connect to further streamline their workflow.

 

GoTo Connect Key Features

 

Read more about GoTo Connect key features below.

 

Dial Plan Editor

 

GTC dial plan editor

The Dial Plan Editor is GoTo Connect’s call flow design tool, complete with intelligent call routing strategies, drag-and-drop call path editing, and customizable call rules. It makes setting up ring groups, auto attendants, and schedule-based call forwarding quick and painless.

The Dial Plan Editor allows for greater, more flexible call control thanks to real-time call path editing and live call flow reporting. Customers will enjoy a personalized experience, higher first call resolution rates, and more self-service options. Admins can easily adjust dial plans on GoTo Connect’s desktop app.

 

Customized Greetings and Messages

 

GTC custom message

GoTo Connect allows users to record an unlimited number of messages and greetings that automatically play for customers calling the business.  These greetings simplify call flow strategies by letting customers guide themselves through pre-set call menus, leaving more agents free to work with VIPs and ensuring customers connect to the best available agent. Greetings and auto-attendants also reduce hold times, meaning lower call abandonment rates.

Pre-recorded messages are used for queue greetings, directories, voicemail greetings, on-hold announcements, and more.

GoTo Connect users can record custom messages directly within the Dial Plan Editor. As soon as the recording is saved, the call flow is updated and the new message goes into effect.

 

Call Monitoring

 

GTC call monitoring

Call monitoring gives managers an inside look at exactly what’s happening during agent calls. This greatly improves the customer experience, prevents inconsistencies in customer service, and provides insight into the effectiveness of current agent training materials.

GoTo Connect call monitoring has four different modes.

Spy Mode allows the manager to listen to the call without interrupting and without informing either the agent or the caller.

Call Barge lets a manager take over or join a current call between an agent and a customer, allowing them to speak with authority on the issue at hand, correct the agent, or provide immediate assistance when needed.

Call Whisper allows a supervisor to join an active call between an agent and a customer, coaching the agent without the customer hearing what they’re saying.  Call whisper is used primarily to train new agents, or to review agent conversations if managers have received notification of lower performance statistics.

Presence Monitoring provides a birds-eye view of call center activity in real-time, so agents and managers can see which are available, on calls, away, or have entered “Do Not Disturb” mode. This saves time and optimizes available agents.

 

Video Conferencing

 

GTC video

All GoTo Connect business phone system plans include HD video conferencing capabilities for up to 250 attendees and 25 simultaneous screens via Goto Meeting, a leading video conferencing platform.

GoTo Connect’s video conferencing platform comes with some powerful features, including a new and updated screen sharing feature for desktop and mobile devices.

Some other Goto Connect/Goto Meeting Video features:

  • Preview your webcam
  • Drawing/markup tools
  • Keyboard and mouse sharing
  • In-session chat
  • One-click, no-download meetings
  • Background noise suppression
  • Toll-free and Call Me included
  • Single sign-on and encrypted sessions
  • Dismiss attendees
  • Meeting lock
  • Reporting and analytics
  • Unlimited cloud recording
  • Recordings and transcriptions

 

Unlimited Call Queues

 

GTC call queues

A call queue directs incoming calls to a designated agent or group of agents based on pre-set specifications like client status, the issue at hand, relevant department, or agent schedules.  While the customer in the call queue is on hold, they hear announcements with updated wait times, sales and support information, or other customizable pre-recorded messages.

Call queues are invaluable for managing a high volume of calls. They allow businesses to provide a better customer experience, speed up the resolution process, and reduce the frustrations long hold times so often cause.

With Goto Connect, you can set up an unlimited number of call queues in the Standard and Premium plans.

 

GoTo Connect Customer Support

 

goto support

There are several options for getting support from GoTo Connect.

 

GoTo Connect Knowledge Base

 

goto knowledge base

The GoTo Connect knowledge base includes a lot of information and is generally organized in a way that is easy to understand.

Some of the articles include charts, bullet points and links to how-to videos so that you can find the information you need and implement it quickly.

The knowledge base also includes a search bar and allows users to search by topic or format. The knowledge base can be accessed here.

 

GoTo Connect Customer Community

GoTo Connect users can also access a customer community to ask questions, read through discussions, see any past service interruptions and check the current status of GoTo Connect service. The customer community can be accessed here.

 

GoTo Connect Phone Support

GoTo Connect has 24/7 phone support available for Premium plan users only.

Customers have the option of calling the phone number below and being placed in a general support queue or using a contact form at the end of an article or video in the knowledge base. Using a contact form allows GoTo Connect the ability to better route the customer’s call to the right agent.

 

Goto Connect customer support number:

Toll Free:

+1(833) 851-8340

Long Distance:

+1 (805) 617-7080

 

Other forms of support

Premium plan customers can also get 24/7 support through email but must fill out a contact form stating the issue. GoTo Connect offers a 24/7 online chatbot available to all users.

 

GoTo Connect Integrations

The cheapest GoTo Connect plan comes with only basic integrations like Outlook and Google Workspace. Integration capabilities increase with each pricing level, as shown in the table below.

Integration Basic Plan Standard Plan Premium Plan
Outlook
Google Workspace
Salesforce X
Hubspot X
Microsoft Teams X X
Informacast X X

Other Goto Connect integrations:

  • Microsoft Office 365
  • CirQlive
  • Zendesk
  • Slack
  • Zoho CRM
  • Zoho Desk
  • Redtail
  • Curve Dental
  • Clio
  • Vet Pawer
  • CatapultEMS
  • Purple Cloud
  • RevenueWell
  • SolutionReach
  • blueButler
  • Momentum
  • Swell
  • LawGro
  • CallCabinet
  • MacPractice
  • CallerID
  • SpiceCSM
  • Zapier
  • ConnectWise
  • Communify

 

GoTo Connect Plans and Pricing

 

Goto pricing

GoTo Connect has a three-tier pricing structure with built-in discounts for a higher number of users. For example, the Standard plan costs $29 per month/user for 2-10 users, $26 per month/user for 11-20 users, or $20 per month/user for 100+ users.

The most affordable plan (the Basic plan) does include video conferencing, which is unique in the UCaaS space.  However,  it has some severe limitations when it comes to the number of dial plans, queues, video meeting participants, and video conference duration. It should also be noted that any international calling will be charged by the minute in the Basic plan.

The mid-range priced plan (Standard)  gives you access to nearly every feature the Premium plan offers along with the unlimited queues, dial plans, greetings, and video meeting duration. It also offers free international calling in over 50 countries.

The Premium plan alone offers advanced analytics and monitoring capabilities such as listen, whisper and barge.

Here is a breakdown of GoTo Connect Pricing and plans.

Basic Plan  Standard Plan Premium Plan
Pricing for 2-10 users paid on a monthly basis Starting at $24.00 /user /month Starting at $29.00 /user /month Starting at $39.00 /user /month
Pricing for 11-20 users paid on a monthly basis Starting at $21.00 /user /month Starting at $26.00 /user /month Starting at $36.00 /user /month
Pricing for 21-50 users paid on a monthly basis Unavailable Starting at $23.00 /user /month Starting at $33.00 /user /month
Pricing for 51-100 users paid on a monthly basis Unavailable Starting at $21.00 /user /month Starting at $31.00 /user /month
Pricing for 100+ users paid on a monthly basis Unavailable Starting at $20.00 /user /month Starting at $30.00 /user /month
Number of Users Up to 20 Unlimited Unlimited
Existing Number Porting
Local, Toll-Free & Vanity Numbers
Smart Call Routing
Unlimited Extensions
Call Forwarding
Auto Attendant Recorded Greetings 1 Unlimited Unlimited
Customizable Dial Plans 1 Unlimited Unlimited
Ring Groups 1 Unlimited Unlimited
Call Queues 1 Unlimited Unlimited
Multi-Site Compatible Unlimited Unlimited
Hot Desking
EFax
International Calling Charged per minute (all countries) 50+ countries included free (additional countries charged per minute) 50+ countries included free (additional countries charged per minute)
Voicemail to Email
Seamless Call Management
Paging and SMS
Intercom
Call Recording
Caller Hold Time Report
Real-Time Analytics
Toll-Free Minutes $.03 /minute 1,000 free minutes shared across account ($.019/additional minute) 5,000 free minutes shared across account ($.019/additional minute)
 

Built-In Meetings & Messaging

Team Messaging
Audio Conferencing
Meeting Duration 40 mins Unlimited Unlimited
Meeting Participants 4 150 250
Simultaneous Webcams 4 25 25
 

Customizable Cloud Contact Center

Call Analytics
Inbound & Outbound Call Monitoring
Listen, Whisper & Barge
Supervisor Dashboard
Customizable Admin Controls
Real-Time Queue Updates
Agent Effectiveness Reporting

 

Other GoTo Products

GoTo Connect includes features from several GoTo products, such as GoTo Meeting and GoTo Contact Center, to create a unified communications platform.

Depending on budget and business needs, purchasing a standalone GoTo product may be better.

Here’s a quick look at some other GoTo products:

 

GoTo Meeting

 

Goto meeting

GoToMeeting is a great solution for SMBs only looking for a video conferencing solution.

For $12/month, you can host unlimited video meetings with up to 150 participants, access in-meeting screen sharing and breakout rooms, and chat/share files via team messaging.These features are also included in the GoTo Connect Standard plan.

For $16/month (the mid-range plan) you can have up to 250 participants and more advanced features such as unlimited cloud recording, note-taking, smart assistant, and meeting lock. The GoTo Connect  Enterprise plan lets users work directly with GoTo to create a customized video meeting platform, provides a Customer Success Manager, and offers agent onboarding and training. Pricing for the Enterprise plan is unlisted.

 

GoTo Room

 

Goto Rooms

GoTo Room is a software and hardware bundle that turns any size room into a smart conference room. GoToRoom supports dual displays and can be integrated into any GoTo Admin center for easy management. Customers can choose from Poly or Logitech hardware, though GoTo Room also supports third-party meeting software.

 

GoTo Contact Center

 

Goto CC

GoTo Contact Center is designed for SMBs. There are only two plans, Core ($30 per month/user) and Complete ($39 per month/user). The Core plan includes IVR and queues, which are also included in GoTo Connect Standard and Premium plans. With the Core plan you also get standard reporting which is only available in the GoTo Connect Premium plan and Facebook integration and web chat which are not included with Goto Connect.

The Complete Plan includes advanced reporting and management capabilities, some of which are included in the GoTo Connect Premium plan (listen, barge, call monitoring, and more.)

GoTo Contact Center includes additional analytics such as caller summary, calls by outcome, average time in queue, and more.

 

GoTo Training

 

Goto training

GoTo Training allows companies to create a powerful, customized, and engaging training course for new employees. With features such as integrated payment processing, live testing, mobile training, cloud recordings, analytics and more, GoTo Training is a great solution for specialized SMBs that need to make sure employees become familiar or stay up-to-date with training materials.

GoTo Training has three plans: Starter ($119 per month/organizer), Pro ($179 per month/organizer) and Plus ($349 per month/organizer). The main difference between the plans is the number of attendees. The Starter plan includes up to 25 attendees, Pro up to 50, and Plus up to 200.

All plans include advanced features such as polls and tests, materials management, recording, analytics, and integrated payment processing through RevStream. The Pro and Plus plans include extra features like breakout collaboration, certificates, and the ability to make on-demand training content.

 

GoTo Webinar

 

goto webinar

With GoTo Webinar, you can create pre-recorded or live-stream events with plenty of customization, planning, promotion, and attendee engagement tools.

GoTo Webinar has four different price tiers:  Lite ($59 per month/organizer), Standard($129 per month/organizer), Pro ($249 per month/organizer) and Enterprise ($499 per month/organizer). The difference in price mainly has to do with the number of attendees. The Lite plan includes up to 250 participants, Standard includes up to 500, Pro includes up to 1,000 and Enterprise includes up to 3,000.

GoTo Webinar has another option for businesses that only create a few webinars each year called GoTo Webinar Flex. With the Flex option you only pay $19 per month/organizer and then pay for each individual webinar, starting at $149 for up to 500 attendees, $299 for up to 1,000 attendees and $499 for up to 3,000 attendees. The Flex plan has all the features of the Enterprise plan.

All plans include reporting and analytics, full service registration, automated emails, polls/handouts/Q&A and a mobile app for Apple iOS and Android devices. The Standard plan also provides recording, custom branding, and the ability to accept payment, among other features. The Pro and Enterprise plans include even more advanced features, such as a video editor, live streaming, unlimited cloud storage, source tracking, and more.

 

GoTo Connect  Pros & Cons

Here are some of the pros and cons of GoTo Connect based on our research and GoTo Connect reviews.

GoTo Connect  Pros GoTo Connect  Cons
HD Video conferencing available on every plan Limit of 25 simultaneous webcams even in the Premium plan
Intuitive, beginner-friendly Dial Plan Editor simplifies call flow management Does not come with end-to-end encryption
Easy-to-use desktop application and mobile app for iOS and Android Devices Fewer integrations than most competitors
Compatible with 180+ desk phones and devices from Yealink, Cisco, Polycom, etc. The native team chat feature is very basic and doesn’t come with any advanced features
Unlimited call queues, auto attendants, and call routing strategies available with Standard and Premium plans Analytics and reporting are only available in the most expensive plan

 

Is GoTo Connect Right For You?

GoTo Connect is designed for small businesses, micro businesses, and startups needing an affordable all-in-one business communications system with quality phone, messaging and meeting capabilities.

If your company doesn’t need a lot of advanced features and wants to avoid a steep learning curve, GoTo Connect may be the perfect fit. GoTo Connect is quick to set up, easy to use, and offers key communication features.

However, GoTo Connect’s lack of advanced analytics and reporting capabilities mean it’s not the right fit for enterprise-level businesses with an especially high call volume. Though GoTo Connect integrates with some third-party software, compared to other platforms, its integrations are limited.

To learn about alternatives to GoTo Connect, check out our Enterprise VoIP interactive table. You can also find out how GoTo Connect stacks up against other providers in this detailed comparison of GoTo Connect vs RingCentral.

Screenshots
  • Goto Connect Call Queue
    Goto Connect Call Queue
  • Goto Connect Messaging
    Goto Connect Messaging
  • GoToConnect Interface
    GoToConnect Interface

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