GoTo Connect Review: Is the VoIP System Good for Business?

GoTo Connect is a VoIP platform created by business communication and IT support provider GoTo. Although we wouldn’t consider it the very best cloud phone system we’ve ever reviewed, our research found that it’s still a capable platform that provides access to a wide range of third-party integrations, automated call center features, and customizable reporting tools.

One of the major downsides of GoTo Connect, however, is the price. The starting price of $26 per user, per month is pretty high for an industry with competitive options like Google Voice and Zoom Phone starting at only $10 per user, per month. Plus, most advanced integrations, reporting, and AI tools are reserved for the more expensive plans, so it could be even more expensive in the long run.

In this review, you’ll learn about the pricing, features, and competitors for GoTo Connect, so you can find a VoIP solution that fits your particular business needs.

In this guide:

• GoTo Connect: Quick Fact File
• GoTo Connect Key Features
• GoTo Connect Pricing
• Who Is GoTo Connect Best For?
• GoTo Connect Alternatives
• Research Methodology
• Verdict: Is GoTo Connect Worth It?

GoTo Connect: Quick Fact File

It’s always important to understand the basics before you get to the nitty gritty details, which is why we’ve outlined some quick facts about GoTo Connect to help you get a clear picture of what you’re working with.

• Pricing: GoTo Connect pricing starts at $26/user/month, which is definitely above average compared to other VoIP providers.
• International calling: GoTo Connect offers free international calling to 50+ countries in all paid plans.
• Team communication: Users get complete access to GoTo Meeting video conferencing platform and team messaging functionality with all paid plans.
• Integrations: GoTo Connect offers many third-party integrations, including with Google, Microsoft, Slack, and more, but advanced CRM integrations are only available in the Connect CX plan ($34/user/month).
• Customer support: You’ll be able to get help any time of day, with GoTo Connect providing 24/7 customer support over the phone for all paid plans.

GoTo Connect Key Features

Now that we know some basics about GoTo Connect, let’s dig a little deeper. Below, we’ve outlined some of GoTo Connect’s key features, so you know exactly how the platform will work for your business.

Intuitive interface

For starters, GoTo Connect offers an intuitive interface that isn’t hard to manage, even for beginners of VoIP technology. As you can see from the screenshot below, all the functionality is housed directly in the sidebar, with video, calling, and messaging all easily navigable for users.

It’s not just internal communication, either. GoTo Connect also allows you to access your Agent tab, so you can speak with external clients or customers that are in need of support.

GoTo Connect makes setting and customizing meetings easy and intuitive for users. Source: GoTo

Call features

The primary function of a business phone is its call features, and GoTo Connect doesn’t disappoint in this regard. On all of its paid plans, you’ll be able to route calls, deploy auto attendants to greet customers, map out call flows with an intuitive drag-and-drop interface,  and much, much more.

Contact Center, which is geared towards large businesses with huge volumes of inbound calls, features an advanced range of call management features. Among them, users can use skills-based routing to ensure your customers are paired with the most appropriate person for their query; a call position announcement to improve the on-call experience for your customers; custom ringback music, and more.

GoTo Connect makes setting and customizing meetings easy and intuitive for users. Source: GoTo

Team communication

GoTo Connect has some excellent team communication features in its roster. To begin with, users can communicate internally via team chat, and share images, documents, and files with individuals and groups, on all plans. This functionality is not ubiquitous across the VoIP marketplace. You won’t be able to share files on Net2Phone for instance, no matter which plan you’re on.

Between the built-in video conferencing functionality with GoTo Meeting and the team messaging platform similar to the likes of Slack, you’ll be able to host meetings, discuss strategy, and generally ensure that your team is communication effectively, even if you have a large remote workforce at your business.

GoTo Connects offers team communication tools beyond calling to keep your team in touch. Source: GoTo

GoTo MarketPlace

Arguably one of the most valuable features of any business software is the app library, which for GoTo products is called the GoTo MarketPlace. This allows users to download and integrate certain applications, like Slack and Microsoft Teams, so they can operate alongside and within the GoTo Connect platform.

More specifically, GoTo Connect offers 95 different third-party integrations through the GoTo MarketPlace, including Google, Zendesk, Zoho, and serval others. It’s worth noting, however, that CRM integrations are only available on GoTo Connect if you pay for the Connect CX plan, which costs $34 per user, per month. You won’t be able to integrate CRMs with the simple Phone System plan, which is disappointing, as CRM and VoIP is a commonly-used and powerful combination.

The GoTo MarketPlace offers a wide range of third-party integrations to improve the platform for your team. Source: GoTo

Security & compliance

GoTo Connect has some impressive security and compliance credentials, offering robust protocols that will protect your data from being compromised. You can lock meetings, for example, to keep participants in a waiting room before they enter, so only the host decides who has access. GoTo Connect also offers risk-based authentication, which analyzes potentially risky behavior and asks users for additional credentials to log in.

GoTo Connect also offers substantial compliance certifications including GDPR, CCPA, and HIPAA.

Hardware integrations

GoTo Connect is compatible with no fewer than 10 different deskphone brands – Aastra, AudioCodes, Cisco, Grandstream, Linksys, Panasonic, Poly, Snom, VTech, and Yealink. With this impressive range, it’s unlikely you’ll have to discard of any preexisting hardware when you sign up to GoTo Connect. It also means that, if there’s a brand you’re particularly fond of, there’s a good chance that the VoIP provider will support it.

Training features

GoTo Connect offers an excellent range of training features. Users can access call recording on all of its plans, and AI call summaries, transcripts, and chat analysis, on the Connect CX plan and above. What’s more, on the Contact Center plan, you unlock monitor and coach agents, meaning that you can listen in on your agents in real-time, which is invaluable for providing detailed feedback.

GoTo Connect Pricing

GoTo Connect offers three different pricing plans with different features that can help you manage your team communication needs. Here’s how much each of the three plans costs:

• Phone System – $26 per user, per month
• Connect CX – $34 per user, per month
• Contact Center – $80 per user, per month

These plans are aptly named, with the Phone System plan not offering much beyond basic phone system functionality and the Connect CX adding customer functionality like surveys, shared inboxes, and social media integrations. The Contact Center adds features for, you guessed it, contact center functionality, like intelligent call routing and priority management.

In terms of value, GoTo Connect is definitely on the more expensive end of the spectrum. After all, options like Google Voice and Zoom Phone start at only $10 per user, per month. How can GoTo Connect justify such a high price?

Well, GoTo Connect is an altogether more robust solution than Google Voice. As it’s geared towards larger businesses, it features a greater selection of call management features. It offers unlimited international calling to 50+ countries in all paid plans, as well as access to features like auto attendants, ring groups, voicemail to email, and other advanced tools. To access this with Google Voice, you’ll have to pay $30 per user, per month for the Premier plan – not to mention the additional $6 per user, per month that you’ll need to shell out if you don’t already have access to Google Workspace.

To its immense credit, the Zoom Regional Unlimited plan (Just $15 per user, per month) is a great analog for GoTo Connect. In fact, according to our most recent round of research, it matches the provider on call features, hardware integrations, security, and training features, and betters the cheapest GoTo Connect plan on price. If you’re looking for a robust VoIP solution at a great price, there aren’t many better than Zoom Phone.

Check out our dedicated VoIP costs guide to learn more

Who Is GoTo Connect Best For?

We’ve provided a lot of information about GoTo Connect, including how much it costs and what kind of functionality you can expect from the platform. Still, understanding exactly how that translates for your business can go a long way, which is why we always want to provide some insight into who this VoIP solution is actually for.

GoTo Connect is a great solution for medium-to-large businesses that want to simplify their internal communications, owing to its great range of team communication features, including the ability to instant message, share files and documents, and hold video calls. What’s more, it will be a great fit for companies with existing business phone hardware. GoTo Connect is compatible with 10 different deskphone brands, meaning that it’s likely you’ll be able to run GoTo Connect through your current system.

Multinational companies can also feel comfortable getting set up with GoTo Connect, given the free international calling to 50+ countries available across all paid plans. This will enable more your team to communicate internationally without having to worry about the additional cost, provided your nations are covered.

GoTo Connect Alternatives

GoTo Connect is a solid choice when it comes to VoIP solutions, but it certainly isn’t the only option out there. In fact, we’ve done a lot of research on the top VoIP providers to help you find a solution that is a good fit for your business.

Best for small businesses: Zoom Phone

For smaller businesses that need more affordable options, Zoom Phone and Google Voice are a clear choice. They offer low-cost plans that start at only $10 per user, per month that still provide a lot of VoIP functionality. In the long run, though, these options can get less affordable, as they rarely offer unlimited calling for free.

Our pick would be Zoom Regional Unlimited ($15 per user, per month). While it has a higher starting price than Google Voice Starter ($10 per user, per month), you’ll have to fork out for an additional $6 per user, per month for Google Workspace if you don’t already have it.  GoTo Connect’s first plan, meanwhile, comes in at a comparatively steep $26 per user, per month.

When it comes functionality, integrations, and training features, Zoom Phone leaves a lot of its contemporaries in the dust. It comes close to matching GoTo Connect’s robust feature set, for a fraction of the price. Small businesses looking for a great, cost-effective solution that will set you up to field inbound calls, should consider Zoom Regional Unlimited.

Zoom Phone has an in-built voice transcription feature. Source: Tech.co testing

Best for medium-sized businesses: RingCentral

RingCentral is our top pick of VoIP solutions for medium-sized businesses. It betters GoTo Connect in terms of its range of available software integrations, and help and support options.

Our research found it to be one of the easiest VoIP platforms to use, even for beginners, while still offering vast functionality through third-party integrations, 24/7 support, and unlimited domestic calling. Not only this, but it offers a wide selection of call management features, alternative communication channels, and security options, making it a great solution for businesses that receive a high volume of calls, such as a call center.

Plus, the prices are a tad more affordable, with the Core plan starting at $20 per user, per month. On top of that, RingCentral offers a lot more AI features, including AI transcription and closed captioning, as well as real-time AI notes for calls.

If you’re interested in a feature-rich, secure, and flexible VoIP solution, you simply won’t do better than RingCentral Advanced, which starts at $25 per user, per month.

RingCentral’s calendar integration makes it easy to view scheduled events and meetings in the platform. Source: Tech.co testing

But if you still want more choice, there are more options out there. Check out the table below for a snapshot at comparable VoIP platforms on the market.

Methodology: How Did We Evaluate GoTo Connect?