GoTo Connect is a cloud-based voice-over-internet-protocol (VoIP) provider best suited for businesses seeking global phone services, customer experience tools, or contact center calling features. Based on our GoTo Connect review, this provider scored high in pricing, ease of use, and customer service. However, it got lower scores in general and niche features because of its basic business integrations and lack of call analytics in the entry-level plan.
GoTo Connect Review: At a Glance
Deciding Factors
Best For | Remote or distributed teams with global agents, clients, or customers |
Standout Features |
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GoTo Connect Pricing Plans (per user) |
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Annual or Volume Discounts Available |
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Free Trial |
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Integrations |
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Customer Service |
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- Virtual numbers: This provider offers local, toll-free, and vanity numbers with every plan tier, as well as unlimited phone extensions.
- International calling: It offers affordable plans with unlimited overseas calling for over 50 countries.
- Contact center solutions: The highest-tier phone system offers complex call management and intelligent call routing.
- Conference calling: GoTo Connect is one of our top conference call services for small businesses because of its rich video meeting features, like conference call bridges.
- You’re looking for industry-specific integrations: GoTo Connect offers basic integrations with Microsoft Outlook, Google Suite, and popular CRMs like Zoho and Salesforce. However, businesses with advanced workspace management systems should find a provider with more native integrations.
- You’re looking for a low-cost phone system: Compared with similar providers, GoTo Connect’s plans start at $29, and the highest-tier plans start at $86. In contrast, Zoom Phone offers plans starting at $10 a month, and Ooma provides plans starting at $19.95.
- You need an international phone number: GoTo Connect has local, toll-free, and vanity numbers, but if you need an international phone number, look to providers like RingCentral. See how these two platforms compare in our GoTo Connect vs RingCentral article.
Fit Small Business is committed to providing readers with the best answer by maintaining topic authority and rigorous research standards. Each editorial review includes an assessment of the provider’s current and past subscription plans, products, and services, focusing on changes in pricing, key features, and ease of use.
As a researcher and expert in communication technology, I compare providers across the industry by curating information and analyzing data on each provider, including marketing materials, website updates, and user reviews. I also evaluate product demonstrations and test platforms to assess usability and customer experience. See our methodology below to learn more about how we evaluated each provider.
GoTo Connect Alternatives
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Best For | Affordable conference calling | Unlimited video and voice calling | International Calling |
Monthly Starting Price (per user) | $10 | $25 | $19.95 |
Reviews | |||
Learn More |
GoTo Connect received top points for its affordable monthly plans, free trial, and subscription discounts. The pricing consists of three monthly plans, billed monthly, ranging from $29 to $86 per user, with discounts for annual plans. As a scalable phone system, GoTo Connect also provides additional features for each plan tier that are an excellent value for small businesses.
For example, the Phone System plan includes all the essentials, such as VoIP calling, video meetings, and team chat. In contrast, the higher-tier Contact Center plan includes call reporting and extensive AI features.
GoTo Connect Pricing & Plans | Phone System | Connect CX | Contact Center |
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Best For | Small teams looking for a basic phone system with video conferencing | Small businesses needing customer experience tools | Those looking for a smart system with customizable contact center features |
Monthly Starting Price (per user) | $29 | $37 | $86 |
Annual Pricing (per user/month) | $26 | $34 | $80 |
Local, Toll-free & Vanity Numbers | ✓ | ✓ | ✓ |
Phone Extensions | Unlimited | Unlimited | Unlimited |
Toll-free Minutes | 1,000 shared minutes | 1,000 shared minutes | 1,000 shared minutes |
International Calling | ✓ | ✓ | ✓ |
Auto-attendants | Unlimited | Unlimited | Unlimited |
Video Conferencing & Call Recording | ✓ | ✓ | ✓ |
24/7 Customer Support | ✓ | ✓ | ✓ |
Call Reports | ✕ | ✓ | ✓ |
The entry-level plan is best for small teams that need a customizable cloud system with essential VoIP features like multidevice calling, auto-attendants, and text messaging. Upon signing up, choose local, toll-free, or vanity numbers, depending on what suits your business.
GoTo Connect also provides free international calling for more than 50 countries, which benefits remote teams with a global clientele. Conference call bridging supports video conferences with up to 20 participants, and all plans include video meetings for up to 250 participants. However, the base plan does not include call analytics or reports.
Like the base plan, Connect CX provides unlimited access to custom dial plans, ring groups, call queues, and custom greetings. In addition to standard VoIP features, this plan includes call recording, call management, and call analytics for more detailed monitoring and reporting. For example, Connect CX includes more AI features, such as AI call summaries and transcripts for detailed call monitoring.
Therefore, upgrading to the Connect CX plan is best for small businesses that want to integrate more customer experience tools into their workspace management. Specifically, this plan allows you to create and administer customer surveys, develop marketing campaigns via SMS and MMS, and integrate with social media platforms like Facebook and Instagram using a customizable dashboard.
The highest-tier plan differs from the previous plans because of its extensive AI features, which provide intelligent call routing for more complex call management systems. Contact center capabilities include, but are not limited to, skills-based routing, automated queue callbacks, and custom ring strategies.
Additionally, the contact center plan includes call monitoring, a supervisor dashboard, agent effectiveness reporting, and custom administrative controls. This is ideal for companies wanting to quickly scale their phone system into a contact center platform using administrative tools or the PBX system.
GoTo Connect is a cloud-based VoIP phone system with many call management features that ensure a smooth call-handling process. These include unlimited auto-attendants, hotdesking, custom greetings, call forwarding, call filtering, and a dial-by-name directory. Its highlight feature is the visual dial plan editor and customizable dashboards that let you manage call flows using a drag-and-drop interface. Administrators can easily direct calls to specific extensions, departments, voicemail boxes, and ring groups.
Manage your phone system with GoTo Connect’s customizable dashboards. (Source: GoTo Connect)
Although GoTo Connect provides robust VoIP features, it received some deductions because of limited integrations and analytics. While the entry-level plan includes basic integrations like Microsoft and Google Suite, advanced integrations and call analytics are only available on the higher-tier plans. However, these integrations are limited compared with similar VoIP providers.
Add-ons
In addition to the standard features, GoTo Connect offers add-ons for its phone system plans. These add-ons upgrade your service with premium features that benefit businesses of all sizes.
- VoIP phones: Although GoTo Connect plans are compatible with multiple devices, you can also purchase desktop phones from the company for remote teams or call center management. Just choose the brand and hardware that work best for your business and purchase VoIP phones for your team.
- Attendant console: For complex call management, an attendant console is a central hub for routing calls and supervising agents. GoTo Connect offers this feature to provide a visual interface that makes it easier to see calls and customer interactions.
- Reporting & analytics: GoTo Connect’s administrative features allow you to create call reports and analytics that monitor and record calls. These features also assist in managing agent interactions, resolving customer disputes, and using call data to make business decisions.
- CRM integrations: Seamlessly integrate workspace management tools like Salesforce or HubSpot with the CRM add-on. By adding these integrations to your business phone system, you can gain more detailed information about customer journeys by syncing information across platforms.
- Business continuity: GoTo Connect offers server-based applications that send and receive calls even during power outages and natural disasters. This feature benefits remote teams that need uninterrupted phone service and locations susceptible to connectivity changes.
One of GoTo Connect’s strengths is its unlimited calls to over 50 countries. Depending on the country and the device, you can make free standard calls globally, which is excellent for call centers or remote teams with international clients. However, GoTo Connect lost points on international calling because countries not covered by free international calling are charged at a metered rate depending on the device and area code.
Use GoTo Connect’s auto-attendant console for complex call handling. (Source: GoTo Connect)
While most competitors only offer a local or toll-free number upon sign-up, GoTo Connect has a vanity number option for added customization. Additionally, each plan includes unlimited auto-attendants to construct complex call management systems. However, call reporting is only available on its higher-tier plans. Learn more about GoTo Connect’s advanced features below.
GoTo Connect lets you host video meetings for up to 250 participants with a user-friendly interface that doesn’t require an app download since it works in a browser. Presenters can also share their screens through their desktop or mobile application. Drawing tools, such as a pointer, pen, highlighter, and spotlight, are also available to help illustrate your point during presentations.
Use GoTo Connect for collaborative video conferencing. (Source: GoTo Connect)
GoTo Connect stands out for its diverse breadth of features that allow businesses to connect with customers and create marketing campaigns. With the Connect CX and Contact Center plans, you can access customizable surveys and contact sheets to collect information on callers. Additionally, you can use social channels and text to send campaigns and updates about your business.
Create SMS and MMS marketing campaigns with the Connect CX plan. (Source: GoTo Connect)
Upgrading to a Contact Center plan provides access to a customizable agent dashboard with tools like call monitoring, analytics, and queuing. It also comes with agent effectiveness reporting that displays agent-specific performance to improve training protocols and customer service.
Manage agents and calls with GoTo Connects custom dashboards. (Source: GoTo Connect)
GoTo Connect has an intuitive administrative portal that lets users customize its phone system capabilities, including interactive voice response (IVR), conferencing, recording, and voicemail. It also enables account admins to handle phone numbers and multiple phone lines across your business. Other admin configurations include updating call flows, assigning extensions, and creating user profiles.
Use the administration portal to manage your VoIP phone system. (Source: GoTo Connect)
The analytics page lets administrators identify call patterns and activities by day, time, and location. Higher-tiered plans incorporate AI to provide an in-depth understanding of customer interactions with speech and text analytics. Reporting features also include historical call logs to help compare previous performance with current statistics.
Track call volume and duration with in-depth reporting and analytics features. (Source: GoTo Connect)
GoTo Connect is highly rated for customer service because of its diversity of support features and all-day access. Across plans, GoTo Connect provides 24/7 customer support with access to agents via phone, email, and live web chat. For self-service support, you can also visit the resource center, which includes e-books, webinar recordings, and articles, to help navigate the provider’s many plans and services.
Visit the GoTo Connect Resource Center for self-service customer support. (Source: GoTo Connect)
GoTo Connect has an easy-to-use mobile and desktop interface and multiple resources to streamline onboarding. After creating an account, GoTo Connect offers free user training through live webinars, prerecorded meetings, and self-service learning modules to walk you through setting up your phone system.
As a VoIP phone system, you can virtually run your business from the desktop or mobile application, which benefits remote teams and managers. Each plan also provides multiple dashboards, such as the System Health Dashboard and call management system, for monitoring your calls and accounts. You can also easily log into video meetings and conference calls from your web browser.
When evaluating GoTo Connect, we also considered whether the provider offers the best VoIP services for small businesses. Although all small businesses are different, most are looking for cost-effective services that are user-friendly with advanced call management features. By offering hardware and software, GoTo Connect is a one-stop solution for small businesses requiring customer engagement and contact center solutions.
GoTo Connect stands out for its investment in customer experience. It offers engagement tools that allow you to make data-driven decisions about the effectiveness of call journeys and marketing campaigns. The contact center solutions are also powered by AI, with advanced features like intelligent call routing, call summaries, and AI assistants that save time when analyzing call data.
As a cloud-based service provider, GoTo Connect works well for remote or distributed teams that require conference calling and collaboration across devices and locations. It also differentiates itself from other VoIP providers with unlimited VoIP features, such as unlimited auto-attendants, extensions, and international calling. Therefore, we view GoTo Connect as one of the best VoIP providers for small businesses with global agents, clients, or customers.
GoTo Connect is an award-winning business phone system. (Source: GoTo Connect)
What Users Think About GoTo Connect
Most GoTo Connect reviews reveal that customers use the platform for remote communication. They like how easy it is to manage calls, video meetings, texts, chat messages, and virtual faxes from anywhere. Many users also appreciate its flexibility, easy setup process, intuitive interface, and mobile applications.
However, there are also negative reviews about subscription prices, lack of platform customization, call quality, and access to customer support. Issues with call quality or messaging features across customer reviews reflect differences in internet connectivity. Therefore, you should follow the system and network requirements for GoTo Connect to receive the best quality experience.
- G2: 4.4 out of 5 based on 1,284 reviews
- Capterra: 4.5 out of 5 based on 663 reviews
- TrustRadius: 8.4 out of 10 based on 336 reviews
How We Evaluated GoTo Connect
For a more in-depth analysis of GoTo Connect, we explored the platform and reviewed customer feedback from verified users. Then, we considered key factors such as pricing, general and niche features, customer service, and ease of use.
Learn how we evaluated GoTo Connect by clicking on the tabs below:
20% of Overall Score
GoTo Connect got high points for its pricing since its entry-level plan costs less than $30. While it doesn’t have a free plan, it does have a free trial, scalable pricing options, and the ability to pay monthly or annually.
25% of Overall Score
We checked for valuable features that enabled users to manage their call flow. These include video and audio conferencing, voicemail transcriptions, and analytics. We also looked at the overall usability of its desktop and mobile apps.
20% of Overall Score
We examined advanced features that make GoTo Connect stand out from competitors. We awarded additional points for the availability of international calling, virtual numbers, call reports, and auto-attendant features.
10% of Overall Score
Customer support is critical for businesses that are first-time users of cloud-based phone systems and those that don’t have an in-house tech team. We also checked the types of customer service channels GoTo Connect offers and whether customers can access 24/7 support.
10% of Overall Score
To measure the platform’s usability, we explored GoTo Connect’s different functionalities and considered its users’ personal experiences. We checked how easy it is to configure call handling rules and analyzed the technical skills required to troubleshoot phone system issues.
15% of Overall Score
We assessed GoTo Connect’s overall performance by comparing it with our previous experiences using other business phone systems for small businesses. Then, we shared our thoughts about its key features, value for money, and popularity by assessing industry-rated user reviews.
Frequently Asked Questions (FAQs)
GoTo Connect is an excellent VoIP phone system for remote teams and businesses that require international calling, customer engagement, or contact center solutions. With unlimited extensions, auto-attendants, and calling to over 50 countries, the phone system provides complex call management and scalable resourcing from an easy-to-use mobile and desktop app. Across plans, users also have access to 24/7 customer support to streamline onboarding and troubleshoot problems.
Yes, you can use GoTo Connect to record audio and video calls. However, account administrators can turn off call recording for the entire phone system or specific phone numbers, extensions, call queues, conference bridges, or ring groups.
For the best call quality, GoTo Connect requires a broadband internet connection with an upload and download speed of at least 100kbps of internet bandwidth. However, 3Mbps is recommended for businesses with higher call volumes. You can test your connection on the GoTo Connect website to ensure you meet the network requirements or download the GoTest application to get information about your connection quality.
Yes, you can text with GoTo Connect’s phone plans. Each plan offers text messaging in the United States and Canada. However, these plans only include a specific number of SMS and MMS messaging credits, and overage fees will apply for users exceeding the monthly limit.
Bottom Line
GoTo Connect reviews show it’s an excellent fit for businesses looking for a multifaceted phone system with unlimited international calling, data-driven customer experience tools, and AI-powered contact center solutions. It also offers customizable call flows, video conferencing calls, agent dashboards, and administrative controls. However, you might want to look elsewhere if you require extensive business integrations.
If you want to learn more about GoTo Connect, sign up for the 14-day free trial to determine if it matches your business needs.