GoToConnect Review—What Does This VoIP Have in Store?
Written byNick Galov
Updated · Jun 02, 2022
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- Free trial version
- Good feature set
- Easy to set up and use
- Excellent customer support
- Subpar smartphone apps
- Few advanced features with the Basic plan
Good business VoIP services might seem impossible to find. They’re either too expensive or not good enough.
But don’t give up just yet.
With affordable prices and a solid feature set, GoToConnect seems to be the perfect solution.
But is it suitable for you?
Stick with us to find where it excels and falls short in this GoToConnect (formerly Jive) review below.
What Is GoToConnect?
Shortly after acquiring Jive Communications in 2018, GoTo (formerly LogMeIn) unified Jive’s VoIP functionality with its video conferencing software GoToMeetings to create GoToConnect.
The versatile VoIP service GoToConnect is now part of the GoTo suite of communication and collaboration solutions. The system, formerly known as Jive, is perfect for medium-sized businesses, but it can also scale to accommodate larger companies.
Although it won’t get the best residential VoIP service award, GoToConnect is high on the business VoIP providers list.
Let’s take a look at its most prominent hits and misses.
Devices and Operating Systems
You can use the GoToConnect phone system on Windows and Mac.
While there are also Android and iOS apps, we don’t recommend them.
They might be free, but they have poor reception, leading to lags, sudden logouts, and some basic features malfunctions.
The desktop version of the software is more favored, as becomes evident from the positive comments about it in Jive GoToConnect reviews by end-users.
This is mostly due to the softphone functionality, which allows you to make and receive calls without dedicated VoIP phones.
The GoToConnect phone service has pretty advanced conference calling capabilities. With the conference bridge feature, you can host a call with up to 20 attendees. This means 20 VoIP or telephone users can join the same line.
Three-way conferencing, on the other hand, allows you to have a conversation with three people using two separate lines.
You might find a complaint or two in the occasional negative 2022 GoToConnect review about the number of attendees in calls. Granted, other business VoIP phone service providers include more spots.
However, many of them don’t offer video conferencing, while GoToConnect’s capabilities in that domain are excellent.
The internet phone service has an internal chat feature to send text messages and MMS.
Note that you cannot use the chat from the mobile apps. Also, texting is only available in the US and Canada, and only if a system admin enables it for you.
GoToConnect acts like a virtual faxing system, meaning that you can get faxes via email at no additional cost.
Better yet, you can set up the feature in minutes and send and receive an unlimited number of faxes.
Another thing that makes GoToConnect great for business are the numerous voicemail features. You can check your voicemail through your online account, the mobile app, via email, or even on your desk phone.
As if to prove it’s among the best business VoIP service providers, GoToConnect also allows you to set custom voicemail greetings, record your own messages, and play them at any point during a call.
End-users often praise the hold music feature. We can’t go without mentioning it in our GoToConnect (formerly Jive) review, either.
The provider allows you to choose a premade tune, record one yourself, upload it manually, or create a playlist containing multiple tracks.
Best of all, this comes at no extra charge.
Even if you don’t have a physical office, GoToConnect can help you create the illusion of one with the auto attendant feature. It acts as a virtual receptionist by greeting potential customers and directing them to the correct department.
With the GoToConnect application, you can set up an unlimited number of auto attendants with more advanced plans and customize them. Any changes you make will go live in real-time.
Yet another point of praise in VoIP phones reviews is the call recording option. According to the support page on the GoToConnect website, you can record all or a selection of incoming calls to your company.
For example, you might want to save only calls directed to a specific number, line, or conference bridge.
The recorded GoToConnect (formerly Jive) calls are stored for review and training purposes in the cloud. The service is available to all users, but team members will need permission from the account admin.
The GoToConnect call monitoring feature is extremely advanced. It has all the options that the best VoIP providers for businesses offer, such as Whisper and Barge.
If you’re an administrator, you can also enter Spy mode and eavesdrop without the knowledge of any of the sides.
This feature allows you to see the availability of agents. This way, you’ll know who’s on a call and who can take a new one. You can communicate freely without interrupting the workflow.
At the time of writing this Jive GoToConnect review, there are 26 integrations. Some of the most notable ones are Google Chrome, Microsoft Teams, Slack, Zendesk, and Salesforce.
Apart from these, you can connect to thousands of other apps through Zapier.
This VoIP phone service for business users is very safe. It keeps customer info secure while also preventing fraudulent activities.
The only downside is that GoToConnect is not HIPAA compliant. It is, however, SOC 2 and SOC 3 compliant.
The provider boasts numerous analytics options. GoToConnect (formerly Jive) reviews your team’s activity and transforms it into call logs and call history metrics.
You can also see the busiest days of the week, where your calls come from, who they are directed to, and more.
All this comes at no additional cost.
Just like the rest of this service, the pricing structure is fairly simple. It is divided into three plans, each adjusting the GoToConnect cost per user.
This plan starts at $24 per user per month. It enables audio conferencing, but only for up to four people and four simultaneous webcams. Calls are limited to 40 minutes. Other than that, you’re getting a basic auto attendant with one prerecorded message and a softphone feature.
Standard, the second package, adds much-needed features like faxing and call recording. It also removes the call duration limit altogether and allows up to 150 call participants. With it, you can connect up to 25 webcams simultaneously. This GoToConnect VoIP pricing plan costs $29 per user per month.
Finally, the Premium subscription brings call monitoring and call analytics. This also means that you are getting Listen, Whisper, and Barge features. The price of this plan is $39 per user per month.
How much is GoToConnect compared to other providers?
Despite the pricing structure centered around the number of users, this is a relatively cheap VoIP service. For example, it costs a little less than RingCentral, which is considered to be one of the best VoIP services for business.
See the Alternatives section below for a more detailed comparison.
The GoToConnect customer service channels and knowledge base offer numerous support options. But are any of them good?
To start with, there is a sizable support page with articles and video tutorials on virtually any topic. We found it a bit confusing, but the search bar makes it easier to find what you need.
Unfortunately, the GoToConnect BBB page doesn’t feature very positive user feedback about customer service representatives. Most users, however, express their satisfaction with the setup and tech support teams in their business phone systems reviews.
The live chat uses a chatbot. It works great despite the occasional bug. It’s another handy way to navigate through the countless resources until you find the right one.
Alternatively, you can submit a request through the ticketing system. We received a kind, precise response in just a few hours. The quality of support and the quick reply times impressed us nicely.
Ease of Use
The GoToConnect setup process is extremely simple. If you encounter any issues, you can refer to the guides or contact the dedicated support team.
The entire platform is very straightforward, with a modern, user-friendly interface. Since it’s entirely cloud-based, you can set up the whole system in minutes.
The process will be even easier if you use the GoToConnect VoIP phones, as the software will recognize them instantly. However, you can use your own hardware if you prefer.
Jive GoToConnect User Reviews
Judging by the sheer number of positive user feedback online, this ought to be the best VoIP service in 2022. Customers praise mostly its support, ease of use, and reliability.
The reasonable pricing also doesn’t go unnoticed—it’s at the center of nearly every GoToConnect review on Reddit. The company boasts high ratings on most user reviews platforms. It has 4.5 stars on Capterra and G2 based on over 1,200 reviews collectively.
Things don’t look as good on all websites, though. Take, for instance, the Better Business Bureau. GoToConnect reviews on BBB are exclusively negative but do take this with a grain of salt.
We shouldn’t make any conclusions with so few examples.
Plus, most comments focus on customer support which we, like many other users, found to be excellent.
Is GoToConnect Worth It?
Given the complaints we just listed, can we trust the positive GoToConnect VoIP reviews?
Absolutely! Opinions are bound to vary by user. Besides, the overwhelming majority of people agree on one matter—GoToConnect is one of the best VoIP phone service providers on the market.
Advanced features are available only with the higher-tier plans, but they’re very reasonably priced. Plus, GoToConnect has a free trial, so you can try it before you commit.
Most GoToConnect complaints are negligible. Sure, the smartphone app could be improved, but that’s about it. Unless you’re planning to use it solely on your phone, it’s definitely worth it.
If some of the abovementioned downsides are a dealbreaker for you, you might like one of these alternatives better.
GoToConnect vs Grasshopper
Grasshopper’s strongest asset is its price. Tailored toward small businesses, it offers affordable fixed prices. However, it’s not the best VoIP system for bigger organizations.
GoToConnect, on the other hand, is suitable for companies of all sizes. Plus, it offers more advanced features like call recording and screen sharing, among others.
GoToConnect vs Nextiva
Nextiva is often considered the best business VoIP system because of its rich feature set. And if you’re planning to use it on the go, you won’t have any issues with the smartphone app.
It is on the pricier side. Still, except for its most advanced and expensive plan, it’s comparable to GoToConnect.
If you’re willing to pay up and you’re not looking for the best residential VoIP provider, Nextiva is an excellent choice.
And if you need a home VoIP phone service, we’ve got that covered next.
GoToConnect vs RingCentral
If you’re looking for the best residential VoIP service of 2022 and you’re ready to spare no expense, RingCentral is the right choice for you.
RingCentral is even more expensive than Nextiva, but it’s well worth the price. It’s one of the best VoIP service providers for nearly every user.
GoToConnect fights back with better support and simplicity, but that’s about it. RingCentral is better in every other regard.
GoToConnect is a great business VoIP system. For a reasonable price, you’re getting loads of useful features.
This cloud-based VoIP service is well-known for its excellent support and ease of use, making it even more attractive.
It’s great for businesses of all sizes and users at all levels of experience.
It’s very safe to use. It’s not HIPAA compliant, but it compensates for this with other privacy features. Check out the Security section above for more details.
It can cost anywhere between $24 and $39 per user per month. You can find out more about the plans in the pricing section above in this Jive GoToConnect review.
GoToConnect, formerly known as Jive, is a business VoIP service. It’s currently part of the GoTo (Formerly LogMeIn) suite of communication and collaboration products.
Unaware that life beyond the internet exists, Nick is poking servers and control panels, playing with WordPress add-ons, and helping people get the hosting that suits them.