GoTo Connect Reviews & Product Details

Provides a central location for fellow employees to share and collaborate.

I think it is becoming redundant. Companies implement Jive because they think they need an intranet. Now that we've been using slack for a couple years, Jive is something I rarely go to anymore. It is not an integral part of my daily life. I basically just use it from time to time to look at org charts (that no one really cares to make sure are up to date) and look at the company holiday calendar.

org charts, company calendar

The service has improved slightly since I started using it, but there is little I like about using this service. I have been campaigning our IT department to switch since coming here.

The call quality is poor, as well as connectivity to the server and integration with Genesys. Ability to see who is calling in, and view the number of those who called is strangely hard.

I am an employee using this to take and receive calls through a CRM.

Visual auto attendant design. Visual auto attendant design.

Unexplained charges applied to my bill. Unexplained charges applied to my bill.

Phone system.

After finally spending 8 hours of my time trying to remedy issues in just ONE instance, I finally got it remedied and they were fine sending new equipment and adjusting some incorrectly billed lines.

The constant loss of connection and ignorance of many of the level 1 and 2 techs for support.

Nothing

Call recording and the ability to cut and past phone numbers from my computer is nice.

Most everything else. Mostly the app sucks and only works half the time. Texting is extremely awkward the interaction between the desk phone and app leaves a lot to be desired

The ability to work remotely and theroticly take calls on your cell...when it works.

I like that I can be used on both the web and mobile app

Lots of funky tech issues like dropped calls or the phone continuously making ringing noises once a call goes through. Some calls just never go through.

It had been nice to have one phone to use for both personal and business numbers.

The description of the product matches all of my needs. I only wish that the actual product met the description. When GoTo is able to backup the

SMS features are flaky, developer team releases updates that cause white screen/unusable app, call quality is unacceptable, phone app does not hold the login session, users don't realize that they're not getting calls when they've been signed out by the app, and the support department is incapable unless you're escalated to tier 3.

They replaced our land lines, and we are paying the same price monthly. We got several months of free service as a bonus incentive, which helped us.

When it works it's great the calls are clear no issues

LogMeIn has dragged this product through the dirt. It used to be one of the best product but the support is awful and completely useless as they don't know their product

Cloud redundant VOIP solution that integrates into Microsoft Team's dialer and voicemail ui If user location loses internet they are still able to take calls via Teams on their mobile phones via cellular until connectivity is restored or employee goes to another location with connectivity.

Great concept, but the app has glitches.

The app will freeze after basic functions are used and you will have to restart the app for it to continue working again.

They are not solving anything

They are great at passing you off from department to department.

Every part. The fact that I had specific requests, told they were able to provide them got locked into a contract and after 2 months going back and forth they tell me they aren't able to provider those features and am I'm stuck in a 3 year contract. What lies and how sneaky! Their desktop app also sucks and requires to be restarted numerous times during the day. Stay away from this company,

LOL. I got passed from sales to setup to tech support back to sales to set up and tech support over and over again.

The options, I am able to fax and text using Gotoconnect.

Everything! Adding a new users is time consuming and overly complicated. There customer support is completely useless. The only way to have any issues resolved. Is to keep calling until you are lucky enough to reach someone who has dealt with the issue before.

GoToConnect allowed us to transfer to VOIP. Once combined with two additional software we are able to track and record our calls.

NOTHING!! You guys are terrible. The set up was a pain. Phone service was spotty and trying to cancel is impossible.

Don't even try and cancel. It's is beyond a joke. They are horrible to work with.

No problem solved.

I have been displeased from the start. The system was not discussed in detail as far as logistics of phone placement/needs, etc.

The lack of customer service from the beginning to now. I was sold the system by Ed from Revenue well. I have realized he was selling me something he did not know well at all. Jeff from Jive has been less than helpful. Any problems I have he says he does not know that area. The jive techs are great, but they can't help the fact that I was sold a system that really does not work for our office. I had to have them send me additional hardware as I was told my fax would continue to work as usual, but it did not. Then I have to have my IT guys to come out (extra costs) was told by Jeff to get a price of that. I did this almost a week ago. I keep getting told by Jeff that he has to wait for his supervisors to approve. He has no authorization. I would assume I would be more of a priority since I have been unhappy for awhile. So, needless to say - not impressed.

not a system that really works for us

There's absolutely nothing helpful about this company.

Phone will not work, missed calls everyday.

Phone does not work at all, do not use.

Jive has a solid product, but don't buy it if you don't love sitting on hold for hours waiting for their team to pick up the phones. Their customer service is terrible unless you can form a 1:1 relationship with a specific agent. Their chat feature is a bot and you would think for a company that specializes in communication they would prioritize it. NOPE!

Their complete lack of customer focus. It's actually astoundingly inadequate.

Their phone systems are adequate, but again their complete lack of focus on good communicaiton is baffling.

The promise of a unified communications system and a virtual PBX sounds appealing, but it means that your business telephone is now reliant on LogMeIn. Sadly, it just does not work.

Text messages don't work. Tech support is mostly useless, with a 30+ average hold time to get someone.

Not solving anything after 60+ days. No benefits yet.

For example, I needed to keep the 2-digit extension numbers I currently have because they are printed on business cards and other places. That's just one example. Deciding to cancel during my "free 60 day trial" after determining the system will not in fact do what I need, I first sent an email requesting cancellation May 17, 2018. No response. I sent a follow up May 22 which was responded to on May 23rd saying it would be assigned to the "Resolution Team". On May 30th, I requested a status update from Customer (no)Service. C. Today, June 27, 40 days after initially requesting cancellation, I receive an email telling me I need to complete a form online, which is required to cancel, which I have now done. What a bunch of BS trying to deal with this company. Wow! Terrible.

I feel that I was misled by the sales person. I called to add a second phone and was given a very good price for the phone but was not informed that adding a second phone would double my monthly charges. I have one phone number and 1 user. Had I been advised that there would be a monthly charge for the second phone I wouldn't have made the purchase. When I contacted billing support I was transferred to the "Resolutions" department. The person I spoke with was very pleasant and professional but was unable to offer me a resolution without first "digging into it". At this point I am waiting to hear back.

There are some things that are fine about it but there are other things that aren't. It's hard to tell when individuals are on the phone. If I need to transfer a call, I can't. Most of our cell phones are the Pelicans and I can't tell if someone else is on the other line. We had many problems when we 1st started but because it was a new system. I've disappointed by that at all. The reps are always very nonprofessional and they don't try to resolve issues as quickly.

Clear talking lines, decent tech support, good (yet time-consuming) onboarding. Support customer service, until the issue of money came up.

Their sales fit me into a contract well beyond my needs. I reviewed records and see how it ended up there, but nonetheless, be VERY careful with what you sign with them. The service is fine, but they are absolutely hawkish about protecting their contractual income- don't expect the "Resolution Manager" (Heidi Harris in my case) to be able to do the right thing. They put profits over customer service- wasting my time and money. Wish I never began with them. Then, after posting this review, she went silent on me, not even replying to my emails with the resolution that I agreed to. Today escalated it further after many wasted emails to her. Still waiting for resolution- even when I agreed to one of their offers. (I had to agree to another full year of service just to get the agreement adjusted to accurately reflect my real number of phone lines now- as they had me sign a 6-month obligation to a specific amount of lines- which was and is beyond my personnel capacity). Another dislike, although minor, is the incredible amount of time I had to put into setting up the system. In retrospect, I might've chosen a more out-of-the-box solution.

Wanted a phone system with the functionality of an office system that could easily include an employee of mine that worked remotely (across town). Wanted a system that was reliable and reasonably priced.

The response time for sending in tickets is quick

Was sold product that doesn't work. Was told they have a great mobile application and when we signed up found out the mobile app was in Beta. Have had nothing but problems and they would not let us out of the contract even after the first 24 hours finding out the app would not work. Call sales person back and they wont answer., they got their money. PBX dashboard is also terrible with lots of confusing jargon. Other VOIP dashboards are much easier to work.

None - I am waiting til the end of the contract to cancel. This has actually caused a lot of problems with our business rather than solve them. Constant app crashes. My employees hate it. I hate it.

I like the idea of their auto attendant option. Their concept of what they do is good. They offer free phones if you sign up and stay with them for a minimum of 9 months. No other competitor did that for Cisco phones.

The actual service and set up was a huge mess. When you first call, you get a number and connected to another operator. That makes no sense to me and feels like I’m wasting time. The customer service reps are nice but most of the time, no one communicates over there so it’s double work every time to explain and reexplain. The call center reps have no power so I need to speak slowly and repeat myself a lot then be told they can’t help. The dial plan is so confusing especially when you have more lines. You don’t know which line belongs to which option because all the lines cross and overlap. It’s a mess. Also, the billing department was charging for an extra line I wasn’t using so there is missing communication between the departments. The clarity of the lines are terrible as well.

Auto attendant program and trying to save money.