GoTo phone systems review – Prices, features and value explained

When considering a new phone system for your business, GoTo’s solutions may be on your radar. Known for their unified communications tools, GoTo offers business phone systems designed to support modern, flexible working. This review will explore GoTo features, pricing, and pros and cons to help you decide if it’s the right fit for your business needs.

Overview of GoTo phone systems

GoTo, a prominent provider in the communications space, offers an array of VoIP-based phone solutions tailored to businesses of all sizes. GoTo’s suite includes GoTo Connect, their main phone and video conferencing system, which is ideal for businesses looking for a scalable, cloud-based solution.

Additionally, GoTo supports integrations with popular software, making it a strong choice for businesses with remote or hybrid teams seeking to streamline communications and collaboration.

Key features of GoTo phone systems

GoTo’s phone systems come packed with features aimed at enhancing productivity and supporting seamless communication across teams. Here’s a closer look at what GoTo offers:

• HD Voice and Video Calling: GoTo Connect provides high-quality voice and video calling, essential for maintaining professionalism during client and team meetings.
• Call Management Tools: Features like call forwarding, call queuing, and customised greetings allow businesses to manage calls effectively, enhancing customer service.
• Unlimited Extensions: GoTo’s system can accommodate multiple users, which is ideal for companies that expect growth or have many departments needing individual extensions.
• Voicemail Transcriptions: GoTo provides voicemail-to-email and voicemail-to-text services, helping employees stay on top of missed calls and messages efficiently.
• Mobile App: The GoTo mobile app enables users to access the system from any device, including smartphones and tablets, allowing for flexibility across remote and on-the-go teams.
• Integrations: GoTo Connect integrates with popular software, including Microsoft 365, Salesforce, and Slack, providing ease of use and streamlined processes within existing systems.
• Customisable Dial Plans: For businesses with complex routing needs, GoTo allows customisation of dial plans, helping teams structure call flows that align with operational requirements.
• Video Conferencing: GoTo Connect includes video conferencing capabilities, allowing users to host meetings without needing separate software or subscriptions.
• Analytics and Reporting: GoTo provides detailed call analytics and reporting, offering insights into call volumes, peak times, and performance metrics to help businesses optimise their communication strategies.

GoTo phone system pricing

GoTo offers a tiered pricing structure to suit businesses with various requirements and budgets. While GoTo doesn’t publish all its pricing for enterprise plans online, the standard GoTo Connect plans are generally as follows:

• Basic Plan (from £19 per user per month): This plan covers essential call management tools, one-to-one video conferencing, and the mobile app. It’s suited to smaller businesses with basic communication needs.
• Standard Plan (from £25 per user per month): This plan includes advanced call management, call recording, and integrations with popular software, catering to medium-sized teams or businesses that need a more robust system.
• Premium Plan (from £35 per user per month): The premium plan includes advanced features such as unlimited video conferencing participants, analytics, and additional customisation options. It’s ideal for larger enterprises or businesses with complex communication requirements.

Prices may vary based on the number of users, so businesses should reach out to GoTo for a customised quote, particularly if they’re considering enterprise-level features.

Pros of GoTo – What we like

• Scalability: With unlimited extensions and a mobile app, GoTo Connect scales easily as businesses grow.
• Reliability and Quality: GoTo’s platform is built to deliver high-quality, reliable audio and video, ensuring smooth client and team interactions.
• Feature-rich Platform: GoTo includes a wide range of features within each plan, adding value without requiring extensive add-ons.
• Integration with Popular Tools: With built-in integrations, GoTo easily fits into existing workflows, helping teams avoid disruptions during transitions.
• Remote Work Flexibility: GoTo’s mobile app and cloud-based structure support remote work seamlessly, which is a growing need for many UK businesses.
• Detailed Analytics: Insights provided by GoTo’s reporting features empower businesses to improve communication strategies and performance.

Cons of GoTo – Potential drawbacks

• Higher Cost at Premium Levels: GoTo’s pricing, particularly for the premium plan, may be on the higher end compared to some alternatives, which may be a factor for smaller businesses on a tight budget.
• Complexity for Basic Needs: Smaller companies or those with basic communication needs might find GoTo Connect overly complex due to its comprehensive feature set.
• Limited Customisation on Basic Plan: Businesses opting for the basic plan may feel limited by the lack of advanced customisation and reporting options.
• Variable Customer Support: While generally well-reviewed, some users have reported mixed experiences with GoTo’s customer support, especially when setting up complex customisations.

GoTo reviews and ratings

Here is a list of ratings for GoTo Connect from popular review platforms:

1. Trustpilot: GoTo Connect has a mixed reputation, with users noting both positive and negative experiences. Some reviews indicate satisfaction with the platform’s functionality, while others highlight issues with customer service availability and billing.
2. Capterra: GoTo Connect holds an overall rating of 4.2 out of 5 from a large volume of reviews. Users appreciate the system’s ease of use and value for money, but some point to occasional technical issues, such as app glitches and customer support response times.
3. TrustRadius: The platform is rated 8.2 out of 10 based on over 300 reviews. GoTo Connect scores well for its range of features and adaptability but has mixed feedback on customer service and occasional software glitches.
4. G2: On G2, GoTo Connect holds a strong rating of 4.4 out of 5. Many reviews highlight GoTo Connect’s suitability for remote teams and its extensive functionality, although certain users report that setup can be challenging for those less familiar with VoIP systems.
5. GetApp: GoTo Connect also scores highly on GetApp, with an average of 4.5 out of 5. Users generally find it reliable for unified communications, though some have cited similar issues with support access.

These reviews reflect a generally positive view of GoTo Connect for its features and affordability, with some limitations in support availability and integration options for advanced needs.

Review – Is GoTo phone system the right choice for your business?

GoTo Connect is a versatile and feature-rich solution that can support both small businesses and larger enterprises, particularly those with remote or hybrid workforces.

Its extensive feature set and flexibility make it a strong contender for businesses that need more than just a basic business phone system.

However, for those with straightforward communication needs, the complexity and cost may be more than necessary, and alternatives with simpler, cost-effective options could be better suited.

Businesses with customer-facing operations, like call centres or large support teams, would benefit from GoTo’s comprehensive call management and analytics tools.

In contrast, smaller firms that simply need voice and basic video capabilities may prefer other providers with more basic, budget-friendly options.

Conclusion – GoTo review

In summary, GoTo’s phone systems are robust, reliable, and packed with features that can add significant value, especially for businesses needing a unified communication solution that supports remote work, integrations, and detailed analytics.

While it may come at a premium price, the flexibility and comprehensive capabilities make GoTo Connect a worthwhile investment for businesses looking to enhance their communication infrastructure.

If you’re considering GoTo, it’s wise to assess your business’s specific needs and budget to determine if the investment aligns with your goals and whether GoTo’s advanced capabilities will help drive your team’s productivity and connectivity.

Comparisons

• GoTo vs 8×8
• GoTo vs Microsoft Teams
• GoTo vs RingCentral
• GoTo vs Zoom

FAQ – GoTo review