GoTo Connect Reviews: 4.4/5 — Solid Choice

I like that I can take the office phone anywhere with me through my cell phone and forward calls internally and externally.

Jive offers a ton of features but the back end can get a little confusing. Adding a new user gets really tricky when they aren't very tech-savvy.

We never miss a call! Calls come through to my phone and if I'm not able to pick up it goes to the next person in our Call Plan.

The configuration tool is amazing and works like very nice on-premise phone systems.

Things don't always work (e.g. faxes receivers fail and then start working again, website constantly has issues, etc.). Support is slow and unhelpful. It takes multiple days to respond to outages and usually the problem fixes itself or they do something and don't admit something was broken. Most of the responses from support are kick the can down the road sort of responses.

Enterprise configurable phone solution that is cloud-based was the goal. We have achieved that but the solution isn't as stable as we expected.

It accomplishes it's purpose, which is what I need,

Even with good internet speed (sitting at home or office) wifi or plugged right into the internet, there always seems to be glitching no matter what. And having to always ask people to repeat and redo is annoying in a business/professional setting. Let's return to the days of everyone dialing in on their phone, am I right?!

It's nice being able to see people I work with--especially those clients and bosses I have yet to meet, yet I feel like there is so much time wasted in repeating things, it makes me wonder if the 'interaction' and saved time of traveling is fully worth it.

Reporting Features available to review call logs of internal call activity

Information on new features is not always communicated

Phone Solution - helps us communicate with our clients and report on internal call activity

Technician was very well versed in the technology and functionality of the system

The wait time. The wait time. The wait time

We need to be mobile and Jive allows us to do that

The configuration is clean and easy to understand, especially the call flow (IVR menu setup) with drag-n-drop, and ability to upload or record voice or MP3 (hold music) where needed. Shared voicemail, and ability to use physical phones vs just softphones.

The support. With the exception of Dennis Lam, the support structure feels very distant, and at times difficult to understand.

I needed an IVR that allowed for detailed tracking of inbound and outbound calls, and to see a live 'wall board' of queues.

The customer support is pretty good.

The product appears to be easy to set up until you get into building out an extremely complicated call tree. It is also not ideal if you do not have hardware. Using the beta web app has been a challenge for a lot of my users. The product is also not completely reliable. If you contact JIVE about quality, they blame it on everything except their phone system.

We have a complicated call tree with many different business lines. The call tree works for the most part. Free fax is good as well, but only when it works. I can't get a straight answer on whether or not JIVE can support international faxes.

I really like Jive, ease of access and very user friendly. Once you are able to navigate the admin portal is become second nature.

The phone lines keep dropping. There was one day that Jive services went down for the northeast completely. We were unable to make or receive calls for about an hour. Their chrome extensions and very useful and convenient but again, they need to work out the kinks. If the extensions would work properly even 85% of the time, I would give the a 9/10.

Jive gives you the ability to have your desk number with you everywhere you go, even on your mobile device. Their salesforce integrations are the most useful as our sales people can have a clients salesforce record automatically open on their desktop if said client were to call their desk number. That's way better than just having caller ID.

It is simple enough that I was able to train myself on how to use the admin portal and various functions. I don't consider myself tech savvy so that is a big positive for them.

There is a big lack of reporting that as I scale my teams I will need. Agent availability, break time adherence etc... Jive is a very simple telephony solution that is good for a small company, but as we grow, I worry it won't scale well. I have also had a lot of problems with their soft phone for my employees who work from home. It is constantly going down.

We are answering calls from customers and taking care of them. But other than that, I don't see a lot of benefits.

I like that I can log on to dashboard and see everything and make lots of changes via web

that I can't provision phones without calling a rep, takes too long

benefits are that we can call through app and allows my boss and colleagues to work remotely

I love that JIVE took care of the porting of my existing Cox Comm phone numbers over to my new JIVE account. The other thing that is huge is that their customer support for the initial account setup was awesome. I was able to ask questions without being made to feel stupid and we bounced routing ideas off of each other

There was a slight hand-off issue between sales and service dept. Took a few emails from myself to get things back on track.

I run ans operate two AM and two FM radio stations in multiple states. I realize that With only one JIVE account I am able to create localized phone numbers for my transmitter sites in every state, allowing me to satisfy FCC Part 73/74 rules, in a cost effective and timely manner. You can also go "all virtual" meaning that I dont have a single piece of hardware. The owner pays for everyone cell phones so therefor the number of employees that we have does not warrant having physical handsets in each office and location. You are able to download the JIVE app on to you cell phone and use it like an office phone. I also like that you are able to create a virtual fax line with JIVE. I now have the fax number set as the main radio station (s) office call in number. Pretty slick

The price is, as they say, right. This is undoubtedly the most attractive feature of VoIP to me.

With apologies to those less paranoid, but the security component leaves me unconvinced, especially as more and more disclosures of breaches on sites previously assumed to be the most robust.

Communication at a low cost will always be a winner.

I like that it can fax from email. functions like a normal office phone.

picking up calls takes a while. sometimes calls go straight to voicemail instead of ringing when not on DND.

the system was easy to understand.

The ability to Copy / Paste Phone Numbers into the app.

App has poor audio connection; cutting out on occasion.

Small group of remote staffers are able to be on an office nextwork.

I like that the customer service reps are very helpful and friendly.

I think the system has some issues. It did not work properly at first and now it cuts off every so often.

It allows us to work from home and still be able to transfer calls to others in our company.

It has a lot of tools that lets us have a reliable phone service. I gives you plenty of option to make your company's phone system look professional. We are a small company and when people call they've said it seems as if we were a big corporation. It also make it way easier to communicate if you have offices located in different countries. We got an office in Mexico and in the US so transferring calls and between them and internal communications, it hakes it feel as if all the employees were in the same premise.

They've got really friendly agents but they lack knowledge and logic. Most of my problems have been caused by them. Also, as far as i'm concerned, their admin platform is outdated compared to their competition.

Reliable and cheap phone lines in our company. Internal communication in my company has never been better. Creating Dial Plans, voice assistants and even conference rooms are great features. When having a conference with clients it makes it look really professional when joining a conference room.

It's nice to use a soft phone instead of using a physical phone.

Jive doesn't always synch with Genesys so a lot of my calls will drop.

Customer inquiries, delivery and quality issues. Real time sales and account management.

Phones work most of the time, but sometimes they don't

takes 45 minutes of verification just to get support

it lets me make calls

Service is relaible and like that it incudes goto meetings.

Support is slow and cumbersone. Have had to use two different admin portals to accomplish some tasks. Apparently there is an old portal and a new one. Coouldn't find soem things in the new portal and the support tech had me go to old portal.

Telecommunications

The integration has been useful between the various GoTo properties, but a long time coming. This hasn't come without issues however and present my motivation to document it.

The application upgrade cycle is really challenging. It introduces new features, but then breaks core features (like call recording!) and the only solution is to use "cloud" services. Their support is hit or miss - I have had 3 recent interactions - one actually resolved the issue, the other two were battles to prove that the issue was "a feature not a bug". They have been trained to not admit fault and point the issue to the network for things that have never been an issue before.

We use GoTo Meeting and the VOIP service - it provides easy collaboration for us and interacting with customers. The challenge has been the shift to cloud and the code upgrade paths have broken fundamental features. We find ourselves with no choice but to look at alternate vendors as GoTo is claiming that it's not their problem. As of now, Goto Connect is causing more problems that helping. We do like the simple call filtering for the VOIP service to battle SPAM phone calls, I wish there were a smarter method to do this like there are on mobile devices, but at least we can filter out these calls quickly.

Phone and web applications for making calls without my physical phone in front of me. When the product works, it's great. Updates have largely moved the products in the right direction.

Consistent bugginess in products. I just really would love to depend on the apps a bit more, but I find myself using Teams in more situations for calls since I can rely on it's call quality and functionality more.

Being able to make and manage phone calls without being in front of my computer. Masking my personal cell phone as my work extension.

Cost is a big factor - we were able to get the features we needed at a good Cost. Also, the interface from an admin perspective is very intuitive.

The reporting is inadequate, and every time we show examples of issues, they either say it's working as designed or say something is on the roadmap without giving a timeline. They also make changes a lot without reporting ahead of time. When there are bugs with recent changes support can default to old portal but not customers

Allowing our clients to contact us.

The ability to share screens and not have to stop sharing to share other items. It's seamless and helps move along during a presentation a lot quicker than a product like Zoom.

The ability to connect to audio with my computer. I'm always having issues with the connection, so I always have to call in instead of using my speakers and microphone.

I can effectively present the revenue cycle numbers to the Vice President and CEO. I could also share even more data visually during my presentation without interruption.

My favorite part of this software is the easy access. I've had experiences in the past where coworkers struggles to join calls/meetings and this one is so straightforward.

Sometimes not super intuitive how the desktop and mobile version connect. After awhile, you get used to it but it does take a second to feel familiar with both.

The big issue these days is how to solve remote work's issues. This app makes that part a normal function, not a stressor. Makes daily business possible and easy.

I enjoy the ease with which I can connect with colleagues via the computer.

The application is a little bit glitchy - sometimes the video will go out or "freeze" and it's a slight hassle.

We are able to navigate working as a team remotely by using this application, which is very helpful.

Go to has a decent integration in Salesforce, and they seem to constantly add new features, which are nice. My agents also appreciate the flexibility of a cell phone app if they need to get up and walk around during the day.

The stability of audio for some of our agents, and the reporting leaves a lot to be desired when it comes to being able to speak with customers. The reporting/monitoring sections are a joke unless you upgrade, which is just as expensive or even more than other softphones

Being able to speak with customers professionally through an 800 number and privately without using our own phones in a remote setting. It allows us to actually talk to customers when it functions as expected. The app allows agents to be free to leave their desk briefly.

my original goal was an all-in-one simple solution for me and the end-user. phone, screen share, fax, webinar, etc.

My clients are Boomers. I end using the join.me screen share because it's easier for clients regardless of their browser and no passwords etc. My clients use fax and the GTC fax is awful, I end up using one from pdf.

right now, i only use the phone. so not solving all my problems.

Being able to use my cell or my computer to make calls.

How the app on the computer glitches all of the time.

I don't know if my issues have truly been resolved

Price, as well as the interconnection of phone calls and gotomeeting meetings,

how I have to restart the program on a daily basis on my mac

Make the mac app more solid. So it works without restarting all the time.

Once you get the dashboard nailed down, it is easy to make small changes.

Outside of small changes, it is hard to get anything done. I always have to call customer support for everything other than a few things.

The app has been helpful with remote work, other than that I don't think it is any better than another phone system.