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GoTo Connect

GoTo Connect's platform was built to help your business grow. It’s the ideal cloud-based phone system and customer engagement software...
Orem, UT
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Jive is a great option for businesses with multiple locations. Our business uses Jive and operates in over a dozen offices with remote employees all over the United States. The mobile app makes it easy to stay connected on the go and the desktop web softphone makes it real easy to set up a home office. Great uptime and reliability!

Pros: Great Service and Reliability.
Cons: None.
Would Recommend: Yes
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Are Resort is very please with Jive we have if when we have an issue we get awesome service and always beryone is very helpful and know what their doing.

Pros: Very good customer service.
Cons: None.
Would Recommend: Yes
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I've been using Jive for 15 months, and am VERY happy with the service, all around. And Jive has FABULOUS customer service!

Pros: ALl the features, all included. Plus, international calling.
Cons: None.
Would Recommend: Yes
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We use Jive for work and it has been wonderful, especially lately with the integrations with Zoho products.

Pros: Easy to understand, super friendly and efficient customer service.
Cons: None.
Would Recommend: Yes
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By far the worst service. The app doesn't display as much information as the previous version. Most calls don't get forwarded thru. The app can be reopened then It's only possible to see if someone called. But the number isn't displayed. You have to redial the call for the number to display then abort the call.
Tech support might as well be non existent.
Definatly looking into another company.
Don't get suckered in by the low rate!!!

Would Recommend: No
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In my many tears using VOIP products, This is by far the worst! The reporting is extremely inaccurate, and their tech support is almost non-existent. Both email and phone support. My suggestion is to look at other options. I am not writing this review to recommend any other PBX, just not to use this solution

Would Recommend: No
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The other reviews about how long you will spend on hold and how many transfers it will take before anyone even attempts to resolve the issue are accurate or understatements. They double billed me for phone service since I logged into the phone service administrative account from a different computer. That took almost a half hour of hold and transfers, then another 10 to 15 minutes as the agent "researched" the issue. It was service for 1 phone line (period), so how does logging into the account that lets you change the voicemail message with a different computer constitute another monthly fee? I finally transferred the service to another provider and the phone number was ported over on the 9th. I called and cancelled the service that day. The rep wanted me to send documentation stating that I really did want to cancel the service. To which I had to explain that the number had been removed from their control and there really is no stronger method of lodging dissatisfaction with a voip phone service than removing the phone number from them. So they gave me back about $5 from the over charging and kept the remainder of the month. It took 2 phone calls (they "dropped the call once") which resulted in the 4th person telling me I had to send an email about refunding the remainder of the month, and then 8 days to get a "tough luck" response.

I do not understand how they intend to stay in business with over charging, under performing and service support that is just abismal.

Would Recommend: No
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I moved 90% of our phone lines to another company, yet for months Jive continues to bill us for ALL phone lines. We overpaid August and Sept, got them to finally send a credit receipt, and now they've cut us off due to non-payment when they owe us money???? TERRIBLE. Their customer service doesn't exist

Would Recommend: No
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I do not recommend Jive/GoTo Connect. They have terrible customer service and have yet to resolve any of our issues. You are much better off elsewhere. We are in the process of switching.

Their people are friendly however if there is an issue they disconnect the calls frequently or leave you on hold for a ridiculously long time (probably hoping you will hang up)

It is insanely difficult to reach a supervisor.

Pros: None.
Cons: Horrible customer service and troubleleshooting.
Would Recommend: No
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We bought into this because we require bids and they came in as a lower bidder. After evaluating them and a few others it was determined we would go with them. From the sales pitch, the features we wanted were there. However, once we had the system and started using it, there were so many little things you don't think about that were missing which we had in our old phone system. Such as a simple notification that a Voice mail was forwarded from another extension. If a person is part of multiple call groups, there is no way to know if what group that call is from unless you create a complex Dial plan that stamps caller ID. Using a Dial plan causes another issue on transferring from the apps. The apps only see actual line extensions. Not call groups, so when someone is trying to transfer, they have to know the extension of the dial plan or have to save it as a contact. This is one area the software is lacking. It should be able to be setup as a virtual phone with buttons or options. Instead it is just a basic dial pad and you have to learn many star codes to do certain functions.

Pros: Price.
Cons: Software and features lacking.
Would Recommend: No
Provider Overview

GoTo Connect's platform was built to help your business grow. It’s the ideal cloud-based phone system and customer engagement software to modernize your communications, centralize your interactions and effortlessly elevate your customer experiences. It’s easy to deploy and manage with an intuitive interface that anyone can master, along with unmatched support whenever you need it.

GoTo Connect’s platform includes award-winning, best-in-class products such as a UCaaS solution and phone system, customer engagement tools and multiple contact center capabilities along with powerful add-ons and integrations with your critical business apps such as MS Teams, Salesforce, Zendesk and Gmail.

For over two decades, GoTo Connect has helped tens of thousands of companies grow their business by offering:

  • An award-winning cloud phone system with hundreds of enterprise-grade features (minus the enterprise price tag)
  • AI-powered contact center and customer engagement tools
  • Super simple setup, with an admin system that’s remarkably easy to manage
  • A unique visual dial plan editor, softphone functionality and advanced reporting
  • 99.999% uptime and best-in-class 24/7 customer service


GoTo Connect Key Features

Read more about GoTo Connect's key features below.


Dial Plan Editor


GTC dial plan editor

The Dial Plan Editor is GoTo Connect’s call flow design tool, complete with drag-and-drop call path editing, intelligent call routing strategies, and customizable call rules. It makes setting up ring groups, auto attendants, and schedule-based call forwarding quick and painless, even without an IT degree. GoTo's easy to use inteface means admins can set up call flows in minutes, and even pre-set business hours and holidays so that your system automatically moves from opened to closed with your business.

With all-new call volume analytics, you can get key data on the volume of calls to areas like reception, sales or customer service teams at your fingertips, without ever having to leave the dial plan. Instantly understand the volume of calls answered or missed, identify customers who timed out, chose the wrong option, or maybe hung up. Analyze the performance of different touchpoints in the dial plan (like customer service) and take action to eliminate bottlenecks for an immediate impact. With a simple click from your dial plan you can view data in real time, from the last hour, or build trend reports over time from the last 1, 7, or 30 days

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 for any use case!


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.


Video Conferencing


Video Conferencing
All GoTo Connect business phone solution plans include HD video conferencing capabilities for up to 250 attendees and 50 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
  • Webcam Zoom/Pan
  • Drawing/markup tools
  • Keyboard and mouse sharing
  • In-session chat
  • One-click, no-download meetings
  • Background noise suppression
  • Single sign-on and end-to-end encrypted sessions
  • Dismiss attendees
  • Meeting lock
  • Reporting and analytics
  • Unlimited cloud recording
  • Recordings and transcriptions
  • Virtual backgrounds


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 help to reduce dropped calls and turn every customer touchpoint into a positive experience.

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 plan.


System Health Dashboard


goto system health dashboard

GoTo's Admin Center comes complete with a pre-built system health dahsboard that helps businesses keep their finger of on the pulse of their phone system's performance. Admins can easily monitor business critical metrics like call and audio quality, device status, help desk tickets, SMS/MMS voume and deliver, audio connection, average audio quality, and more! GoTo provides admins with powerful analytics to help optimize and track performance with ease.

GoTo's admin center makes monitoring your phone system easy, even without deep IT expertise.


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 Standard plan users.

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 Customer Trainings

GoTo Connect users with paid or trial licenses can also access a self service portal with training modules for both admins and end users. Customers can also sign up for weekly "office hours" where they can ask targeted questions to GoTo Experts during a live training session.


Other forms of support

Standard 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 basic plan of GoTo Connect comes with only basic integrations like Outlook and Google Chrome. Integration capabilities increase wsignificantly with the Standard license, as shown in the table below. (List of integrations not complete in table below)

Integration Basic Plan Standard Plan
Google Chrome
Salesforce X
Zapier X
Zendesk X

Other GoTo Connect integrations:

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


GoTo Connect Plans and Pricing

GoTo Connect has a two-tier pricing structure with built-in annual discounts.

The most affordable plan (the Basic plan) does include video conferencing. However, it has some 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 Standard plan gives you access to every feature GoTo offers like unlimited queues, dial plans, greetings, and video meeting duration. It also offers free international calling in over 50 countries.

Here is a breakdown of GoTo Connect Pricing and plans.

Basic Plan  Standard Plan
Flexible Cloud Phone System
Annual pricing $29 /user /month $39 /user /month
Monthly pricing $32/user /month $43/user /month
Number of Users Up to 20 Unlimited
Call from Any Device, Anywhere  ✓
Existing Number Porting
Local, Toll-Free & Vanity Numbers
Smart Call Routing
Unlimited Extensions
Call Forwarding
Instant Response  ✓
Auto Attendant Recorded Greetings 1 Unlimited
Customizable Dial Plans 1 Unlimited
Ring Groups 1 Unlimited
Call Queues 1 Unlimited
Multi-Site Compatible Unlimited
Hot Desking
International Calling Charged per minute (all countries) 50+ countries included free (additional countries charged per minute)
Voicemail to Email
Seamless Call Management
Paging and SMS
Call Recording
Caller Hold Time Report
Real-Time Analytics
Toll-Free Minutes $.03 /minute 1,000 free minutes shared across account ($.019/additional minute)

Built-In Meetings & Messaging

Team Messaging
Audio Conferencing
Meeting Duration Unlimited Unlimited
Meeting Participants 150 250
Simultaneous Webcams 50 50


Other GoTo Products

With GoTo you get more ways to interact with customers (beyond voice and video) and new channels to collaborate with your colleagues through GoTo Contact Center, Customer Engagement, Webinar, Meeting, and Training solutions.


GoTo Contact Center

Go Story Text Image 3
Improve communications with your customers over more channels with GoTo’s Contact Center solution, purpose-built for busiensses of any size. Conduct secure customer communications across voice, video, web chat, SMS and social and gain insights into how your business and staff are performing across all centralized communication channels. GoTo Contact Center is an affordable, feature-rich solution designed with simplicity in mind for businesses to deploy easily, manage, update and scale.

GoTo Contact Center has the right blend of capabilities, without enterprise complexity, cost or implementation headaches. Priced at just $55 per month/user for businesses with limited budgets and IT resources.


GoTo Customer Engagement


GoTo Customer Engagement gives you all the tools your small business needs for every customer communication. It is an affordable, simplified communication solution designed to expand your customer base, have conversations on the channels your customer prefers, and respond quicker with more personalization so you can turn positive customer experiences into more revenue.

GoTo Customer Engagement is extremely affordable with a starter package of just $80 per month/user. You can choose higher tiers with more users, SMS credit and add new social channels to suit your business needs.


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 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.

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 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.


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 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 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 The Basic plan limits video meetings to a 4-participant capacity
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 the Standard plan 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.

  • Call Queue
    Call Queue
  • Customer Engagement Overview Screen
    Customer Engagement Overview Screen

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