GoTo Connect Reviews

This software is easy to use even for a novice like me. This system is able to grow with my company and I can make the necessary adjustments myself with ease. If I do ever run into a situation that I have trouble with (all centered around my being close to a Luddite) the customer service department is quick to contact and ready to help. They have been understanding and helpful and supportive all the way. I can't say enough about how great this service is.

Sometimes the time on the phone changes to the wrong time. I don't know if that is something I am doing on my end or a glitch in the phones. If it ever bothers me I call and the tech department can fix it for me. They tend to change again later though.

I cannot say this enough - by switching to Jive we are saving THOUSANDS a year. Not only are we saving an enormous amount of money, we have brand new phones and features we never thought were possible. It's like our practice finally moved up in to the 21st century.

The online portal was a little confusing when we first started. We had to have our IT team set it up for us.

Integration into our dental practice management software. Curved Hero.
Text messaging evolution has gotten better, but need improvement.

Two things:
1) They are constantly having issues with their text message system. I heard they are thinking of cutting the system altogether. I think that would be a big mistake. Jive just needs to figure it out. We use it all the time to communicate with my patients. If they drop this software, we would probably change providers. I don't want to.
2) customer support emails: they need to summarize the issues in their emails asking if the issue has been resolved. I have many staff members and from time to time they call Jive to help with an issue. I see Jive respond asking if everything is fixed, which is great, but I don't know what is fixed. It would be great, if in the follow up email, Jive would include:
1) a summary of the problem
2) who called it in
3) who is fixing the issue
4) what was done to fix it
5) then ask if everything is good
That type of response would be impressive and I don't think it would take much to make that happen.
3) Extra emphasis on the text option - fix it, DON'T drop it. Thx.

I can manage all of my agent's phone calls and their effectiveness. I can see how many times they miss a call, and it helps track how well they are doing their jobs.

If a call is missed, it will oftentimes get stuck in the queue. It will not allow anyone to end up taking the call at all.

I really liked the ability to check total calls as well as the monitoring in the que. It is great to be able to see who is on a call and who is next up.

Only issue is having to switch between views to see the different ques in the way I wanted

Our call center uses GoTo Connect for best service. We rely on the efficiency of the product to help our patients and providers. Seamlessly scheduling patients without being in clinic is very difficult but GoTo Connect helps bridge that gap.

As a company we would like to be able to tell when patients lines have fallen silent, either from call center rep fault or glitch in computer telephony. These calls do not always drop. It would be a nice feature to alert the crew or have our call board notify us.

For the past two years he has helped me with my work by allowing me to migrate all events into online meetings. Is very solit product.

I needed support, but I'm still waiting to be contacted by support. Fortunately I solved it myself.

GoTo Connect works excellently from wherever my teammates are residing. Moreover, this remarkable software is exceedingly effortless to set up and operate. Also, I love that I can seamlessly design custom call routing. I can join numerous essential meetings and calls from my office computer, or through my smartphone.

If the internet connection is slow, pick-up calls become actually frustrating. GoToConnect definitely requires substantially high-speed internet so that attending a call is smooth. This is the utmost dislike of GoToMeeting.

we used to connect with our IT department to problem solving for remote agents, worked fine

no practical issues, it easy to connect for not very tech savvy agents

Goto Connect offers a lot of services. call management, sms, fax, put on hold, group calls, even conference calls, and many other services. Not very popular, it's for business rather than personal way. It is a powerful softphone for your IP call services. On the transmission side, nothing to reproach and envy from its competitors.

The real problem with softphone is their mobile app, bug, sms sending/receiving failure, notification problem. I recommend it more on PC

Our Company has been using Jive Voice for 2 years now and everyday we learn something new about the system that has helped to make our customer service more effective. This year we started using Jive's Mobile feature. The mobile feature allows us to never miss a call. With this feature you have total control. you can set for do not disturb, or choose to have instant notifications. The best feature is that when I call back from my cell phone caller ID shows the business number instead of my cell number. I can also send a text message from my phone again not revealing my actual cell number. I no longer need two separate phones.

The only thing I like least about this software is that I have not had the time to explore all of the wonderful options available to our company. I am sure I could request to have a representative come out and explain more in depth about the system. Jive also has great tutorial videos available.

The thing I like most about this software is it doesn't malfunction or break! We have been with other VOIP companies and have experienced dropped calls, static, silence, etc as the norm. But not with Jive! I have never had a dropped call or an issue with static. The only time I have ever had to call in to tech support was when I needed help setting something up. My wait time to speak with someone has always been less than 3 minutes, each tech support agent is equally knowledgeable and if I couldn't figure out how to do what they were suggesting, they would log on to my computer and show me how to do it. I love this company!

There is nothing I dislike about this software. I have never had any issues and Jive makes my life easier as I don't have to deal with phone issues. If the phones are down, it is a major issue for our company.

The Integration with all of our devices (cell phones, desktop computers, web browsers, and of course desk telephones) for seamless usage in and out of the office, meaning we are never out of touch with our customers and each other.
Complete control of how calls are routed to meet our needs through a simple interface, one that makes it easy to understand how those calls will be routed.
Feature rich services without charges for things that go above and beyond what you would expect, such as the free in-house conference calling.

My only complaint is the inability to set a distinct ringtone for calls coming in from the Jive mobile apps so that I know when a call is coming from "my desk" or direct to my cell phone.

Disclaimer: we have only just started using GoToConnect. I will set a reminder for six months from now to reevaluate this review, but unless something drastic happens, I have nothing but praise.

Starting out with the most impressive first, GoToConnect offers a dedicated onboarding team to assist with everything from receiving your hardware order, configuring the system to suit your business' needs, discovering features that you didn't even know you needed, all the way through porting your number from your previous provider and verifying that everything works as expected. I placed my order for service and hardware on Tuesday 8/10 and received the hardware on 8/11. I had the system mostly configured by Friday 8/13 and completely configured by the following Tuesday using a temporary number with the help of the onboarding team. The only problem was that there was a minimum 14 day wait period to port the number over that we needed to wait for in order to have the full service active!

The service itself has been dependable and top quality with very clear audio and excellent usability.

The only downside that we have experienced so far is the intra-company messaging. It is only available on the desktop app and is not very dependable, requiring the use of a secondary messaging software such as Skype for messaging.

feature rich for an exceptionally affordable service. allows a SMB to leverage capabilities that simulate larger scale company profiles. Positive interaction with reps and developers allows for valued evolution of the product to maintain pace with industry advancements. For a telecom background admin, the platform provides robust capabilities but rabbit holes are also a danger! Cloud provisioning allows easy admin from any location. Formerly week basic reporting just recently enhanced (in beta) and looking very promising. Improved mobile app allows for reliable out of office experience call management.

proprietary platform requires that some features are deployed using building blocks rather than one touch provisioning for some basic needs. That is as negative as it gets.

The customer service is great and I always get help when I call in which is a lot. Everything is very easy to setup for new users.

Jive Web isnt great. There are (or were) a lot of bugs with it. We have some users who show they have messages or vms when they dont. I have contacted support about it and they have been very helpful but havent really found a fix. The texting option was in beta but isnt anymore? (not sure) so it works fine for the most part but acts strange sometimes and will stop working. I guess reporting is in beta as well and that is difficult to understand though this is in the PBX admin side vs Jive Web.

love that its web based, full access to the PBX where I can control call routing at a minutes time. Reporting easy to access. Jive app allows me to take phone calls from anywhere.

Contact center needs developing it is not agent centric at all. It is queue centric, it is missing visibility into what the agent is doing. individual log ins are not available so for a call center that share desk this is not a good product as the data is all geared to the device and not the user. Call centers usually share seats, so this is a major fail. Also there is no visibility into agent status, outbound calls are not identified so you see "idle for an agent " when in fact they are on an outbound call.

When I have a question, i can call, get through to a tech and get my question answered. They will log on and look at issues with me rather than just wanting to fix it and move on. They take time to make sure I understand what is going on and how to fix an issue. Jive engineers are the most responsive I have ever worked with.

It seems to be limited to specific programs written by Jive for Jive. Some features that are standard on some are not available on the Jive software. Their engineers are willing to work on solutions or work arounds.

Automated options are great. The eFax set up is great. I use it multiple times a week. I don’t have any problems with that.
24/7 customer service is helpful since I am
Open everyday. I was able to save, per month on combining my 4 lines together.

Customer service needs more training. They did not know that an intercom option. Whenever I have an issue, sometimes after calling the customer service team, they fix it but can’t explain to me how they fixed it.

Sometimes the reception is a little off for whatever reason because I have had customers call and can’t hear us or we can’t hear them.

The dial plan needs work. I have so many lines and different auto attendants, it gets messy but the dial plan needs to light up between dial plans or something to identify the lines. It gets super confusing.

Everything is connected via internet. If that’s down, I’m screwed.

Lots of features. Once configured properly, it works very nicely and we have had few issues for production PBXes.

Lots of features - some of the management through the GUI to turn on or adjust features is unintuitive and probably unnecessarily so. Some of resolutions for issues seen during migrations to Jive took too long -- considering how critical regular phone service is for business, even now with all of the other communications tech options available.

Full of features of a full PBX system. call parking, and auto answer are great features. Also the call routing. wide range of options. Large selection of harware and phone options. Great for any size business. We are not a very big company but as we grow so does our phone usage and Jive can expand easily to more extensions, etc. Jive mobile app is included free, and you can have calls forwarded to your cell phone.

No real cons. Could have more walk through setup wizards that could setup things for you. It can get confusing when you have a large system and need to make changes.

I liked that it integrated pretty well with some of our other tools through our computer and desk phone. The desk phone situation worked really well. Transferring was also quite easy and you could talk to the person you were transferring to before deciding to merge or transfer them.

The app was buggy on and off and it was difficult to get more than one line on an app or desktop. For the longest time, it would only work through the desk phone. Recently there has been a software upgrade that might make it possible to see and answer more than one line, however, we switched VoIPs so I can't say how successful that particular feature is.

The hold/transfer ability and soft transfer ability between call lines is very convenient for inner office connections and conferences.

Sometimes if your internet connection or wifi isn't strong it will cause you to have to start over on the mobile app, but it's a tiny glitch with any technology that is easily adjusted/fixed.

The software functions as expected, but the important thing for any business owner is the support of the Jive staff. When function is lost, it is important to find out why and who is responsible.The Jive technicians try to quickly zero in on the source of the problem with full knowledge that communications are the life line of any business.

Because Jive is dependent on AT&T lines, there are problems that have to be reconciled with AT&T first, an issue that can take hours on the phone.

Jive did a great job of incentivizing making the change to VoIP with a great deal on the equipment needed to get started. They managed the set up process well and the customer support was excellent. Love the Management panel for building out answering queues, ring groups and auto attendants.

The Fax interface is not robust and is prone to crashing and needing to power cycle. We have had some marginal problems with quality from time to time and we did need to change our Router to a more expensive router to handle the phones. That was not clear from the beginning.