GoTo Contact Center Review and Pricing

Why We Chose GoTo Connect Contact Center for Small Businesses

Small businesses need an easy way to manage calls, messages and customer interactions, and they’d prefer to do it from a single interface instead of juggling multiple systems. GoTo Connect Contact Center fits the bill perfectly, combining call center and business phone system features in one user-friendly platform. Built on the GoTo Connect phone system (one of our picks for the best business phone systems; see our GoTo Connect review to learn more), the Contact Center solution offers the same streamlined interface, with added tools for routing calls, managing agents and supporting multiple communication channels. We found that administrators, supervisors and agents can pick up its wide range of features with minimal training.

We were especially impressed by its omnichannel support. In addition to managing calls, GoTo Connect Contact Center handles Facebook Messenger, social media direct messages and other platforms from the same screen. This makes it easy for small businesses to engage customers on their preferred channels, not just over the phone.

For these reasons and more, GoTo Connect Contact Center is our top pick for small businesses seeking call center software.

Assigned queues for incoming calls on GoTo Connect show how many customers are waiting and how many are currently in conversation. Source: GoTo

Ease of Use

We found GoTo Connect Contact Center to be easy to use, with an attractive, minimalist interface. The system uses clear, straightforward language, and the function hierarchy is intuitive. It’s clear that the user experience was a top priority during development, which means business owners can feel confident that their teams will find the system easy to learn and navigate.

There are three types of users on the platform: admins, supervisors and agents. Admin teams will find setup quick and simple. Once the software is downloaded on your PCs or other devices, you’ll need to:

• Add users.
• Assign agent skills. 
• Configure how the system routes calls and messages.
• Set up topic flags (alerts triggered by keywords or phrases in calls and messages).
• Create tags that supervisors and agents can use to categorize conversations.

This process typically takes less than 20 minutes, depending on the number of users. Supervisors and agents then access intuitive dashboards that make it easy to manage customer interactions throughout the day.

GoTo Connect Contact Center Features 

GoTo Connect Contact Center offers all the call center software features a small business needs to provide excellent customer service and technical support across various communication channels.

Match Skills With Agents

One key area of frustration many clients experience when reaching out for assistance is being directed to the wrong person. With GoTo Connect Contact Center, you can assign one or more skills to each agent. For example, an agent might specialize in technical support, speak Spanish, and have access to the dispatch system, allowing them to check the current status of client orders. When a call or message comes in, you can program GoTo to route the client to the person whose skill set best matches their needs. The only limitation is that only admins can assign skills; agents and supervisors cannot assign them directly.

GoTo makes it easy to assign specialized skills to individual agents, enabling them to better serve customers. Source: GoTo

Interactive Voice Response and Intelligent Call Routing

We appreciate GoTo’s interactive voice response (IVR) functionality, which allows callers to use the keypad or voice prompts to get answers to common questions and reach the right department without needing to speak with a receptionist.

The following IVR system features stood out to us in particular:

• Easy setup: GoTo’s drag-and-drop tool makes configuring your IVR simple. For example, you can set up call paths that direct customers to the most appropriate team members, offering options like “Press 1 for billing or 2 for technical support.” Alternatively, you can configure automated responses for frequently asked questions about opening hours, store locations or account balances.
• Special contact channels: You can create dedicated campaigns within the IVR menu, such as assigning a special dial-in number or adding an option for a specific promotion or technical issue. The IVR then routes calls to service reps with the right skills, saving customers time. Managers can also decide whether callers should be routed to any free agent when an exact skill match isn’t available, helping reduce wait times. Campaigns can be scheduled to run only during promotional windows or peak periods when specialist coverage is most needed.
• Queue callback: We were also impressed by the system’s queue callback function. Callers can keep their place in line without staying on hold. When an agent becomes available, the platform automatically reconnects with the customer, minimizing wait times and reducing call abandonment rates.

Omnichannel Communication

We love that agents can have conversations with clients via phone, email, SMS, web chat, Facebook, Instagram and other digital messaging platforms like WhatsApp. We were also impressed that you can set up multiple chat queues for different topics, assign supervisors to oversee them, and designate specific agents to handle incoming messages and calls. Each chat queue can be configured to show when end users read messages or are actively typing. Supervisors can also see when agents have read messages and are responding to customers.

For faster responses to customer queries, agents can reply through either their assigned inboxes or the shared inbox, which displays messages from all customer communication channels.

Connect with customers via SMS, web chat and more by setting up chat queues in GoTo. Source: GoTo

Agent Dashboard

We were impressed by the agent dashboard’s ease of use and the thoughtful design behind its features. Here are some elements that stood out to us:

• Straightforward interface: When agents first log in, they’re greeted with a clear view of their call queues. They can click into each one to see how many teammates are logged in and how many customers are waiting for help.
• Flexible queueing options: Agents can easily join call queues (for handling inbound calls and messages; ideal for customer service or technical teams) and chat queues (for email, SMS, web chat, WhatsApp, Facebook Messenger and Instagram conversations). They can also view other available queues and log themselves in as needed, helping them manage their workload and assist teammates during busy periods. Managers can assign agents to campaign queues so they can return missed calls and make outbound calls.
• Customer history access: When an agent accepts an inbound call or message, the system displays relevant customer details, including notes from previous interactions, in either the softphone app (for calls) or the shared inbox (for messages).
• Create and amend customer details: When an agent receives a call from an unknown number, they can create a new contact in the database. However, this could result in a duplicate record if an existing customer is calling from a different number. We like how easy it is for agents to search by name to check whether a client is already in the system, then quickly add the new number to the existing contact record.
• Record call outcomes and update client notes: During or after a call, agents can input notes on the conversation and assign a “disposition” or outcome, such as a closed deal or a resolved issue. Agents can also add tags to indicate if the call relates to a promotion or a common customer concern. Once the agent hangs up, the system provides a set amount of time to wrap up and finalize their notes. These notes are then stored and accessible to other agents.
• Easy client location: Agents can click the “Contact” button on the left-hand menu to view clients and prospects in their assigned queues. If a name doesn’t appear right away, they can use the search box at the top to quickly locate the contact. Once found, they can review call history and initiate outbound calls or SMS messages directly.

The agent dashboard displays the campaigns and queues assigned to you and allows you to contact customers directly. Source: GoTo 

Supervisor Dashboard

When managers open the GoTo Connect Contact Center supervisor dashboard, they can access real-time data on agent performance, team organization and customer interaction levels. Here’s a quick look at the tabs they’ll use to help agents respond faster and reduce customer wait times:

• Overview: View live totals for abandoned, handled and timed-out conversations across queues. See which agents are available and identify the longest current wait times.
• Call queues: Monitor the number of active and waiting callers in real-time, track average call lengths and abandonment rates, and assess performance in each queue.
• Campaigns/Chats: Track the status of outbound campaigns, including how many calls have been completed, total calls dialled and average call times. Managers can easily pause or resume campaigns and locate individual outbound calls. We especially like how simple it is to review call histories or recordings, making it easy to step in if a situation escalates or to spot coaching opportunities.
• Inbox queues: See how well the team is managing chat conversations, including the number of unresolved messages, the number of clients waiting for assistance, and the average response time for team members.
• Agent activity: View each agent’s live status, the chats and campaigns they’re assigned to, current call length and total hold time. At any point, supervisors can select a live call and listen in, whisper (so only the agent hears them) or barge (so both the agent and customer hear them).

We were also impressed by how easy GoTo Connect makes it for supervisors to manage team performance, customer interactions and workloads effectively:

• Missed and outbound call management: Managers can assign missed calls to specific agents, transfer callers between channels (for example, from customer service to sales when the customer shows buying intent), and add and remove agents from campaigns and chat queues.
• Performance visibility: Managers will appreciate GoTo’s wallboards, which allow supervisors to choose which metrics to monitor live and display them on another device, such as a TV on the office wall. This helps keep every team member aware of their performance and queue status at a glance. Wallboards support both pre-built and customizable widgets for tracking call queues, inbox queues, campaigns and agent performance.
• AI-driven performance insights: Like many call center platforms, GoTo has embraced AI. The software automatically scores each inbound call queue your agents handle, based on the customer service standards you define. This continuous monitoring gives managers instant insight into agent performance and helps them deliver timely coaching, saving hours of manual review.
• Easy-to-manage workload balancing: During busy periods, supervisors can view agent availability in real time. They can easily assign additional agents to high-traffic queues and redistribute workloads as needed. This flexibility helps reduce customer wait times and maintain high service levels.

Supervisors get a clear view of team performance on the dashboard screen, along with easy access to other management tools. Source: GoTo

Analytics and Reporting

GoTo Connect Contact Center’s analytics and advanced reports provide managers with deep, historical insights. We like how easy it is to build detailed reports by date range, agent, internal extension, or outbound customer number. You can save reports and run them regularly to spot seasonal peaks in call volumes or shifts in customer behavior.

Some of the platform’s key reporting and analytics features include:

• KPI monitoring: Managers can track key performance indicators (KPIs) like total calls handled, abandoned and timed out. This helps identify trends such as rising call abandonment rates or longer average wait times. These insights also shed light on why customers often hang up before their issue is resolved. Managers can use that information to better plan shift coverage, reducing wait times and keeping customers happy during peak hours, busy weekdays or seasonal surges.
• Agent training: For personalized coaching, managers can download AI-generated summaries of each call an agent makes or receives. They can then listen to individual calls or review transcripts to uncover training opportunities and highlight standout examples to share with the wider team.

Supervisors can access analytics and reports directly from their dashboard. Source: GoTo

Integrations

There are approximately 48 app integrations available in the GoTo marketplace, far fewer than what rival platforms offer, which limits the extent to which you can enhance the platform’s functionality. To access these integrations, you’ll need a subscription to GoTo Connect’s Connect CX or Connect Contact Center plans. Available apps range from standard CRM plugins to specialized tools for specific sectors, such as dental practices, veterinary clinics, law firms and compliance-driven businesses.

GoTo Connect Pricing

We were disappointed that GoTo doesn’t list pricing on its website; you’ll need to contact the sales team for a tailored quote.

GoTo Connect offers three plans with varying features. This review focuses on the unique tools included in the Contact Center plan, but here’s a quick overview of how each tier compares:

Implementation/Onboarding

We were impressed by GoTo Connect’s easy setup. An admin can create a user profile in the Admin Zone on GoTo’s site. Just enter your work email and click the link in the confirmation message to set your password. Once saved, the My Account page will load and display the download option.

To install the desktop app, visit GoTo’s app page, select the Windows or Mac version, and run the file. The installer handles the rest. When it’s ready, open the app and log in with your credentials, or enter a meeting ID to join a session immediately.

We found the overall onboarding process fast and straightforward — a big plus for small businesses without dedicated IT support.

You can set up separate queues in GoTo Connect and assign agents to queues based on their skills. Source: GoTo

Customer Support

GoTo Connect offers a solid range of customer support options, though some are stronger than others:

• 24/7 availability: We like that GoTo offers 24/7 customer support. You can reach agents via live chat or submit a support ticket at any time. However, phone support may be harder to access, and response times can vary depending on the issue and channel.
• Active community: GoTo maintains a highly active online community forum, with participation from both GoTo staff and other users. Most questions appear to get a response within 24 hours, which is encouraging for users who prefer peer-to-peer troubleshooting and advice.
• Robust online knowledge base: GoTo’s help center includes detailed documentation on administering apps, phones, faxes and other system features. There are step-by-step articles on network setup, account management, integrations and security, plus a helpful section dedicated to onboarding and analytics.
• Additional resources: We also found a wide variety of articles, agent and supervisor guides, and instructional videos to support teams using the platform daily.

Limitations

While GoTo Connect Contact Center may be a great fit for your business, we did identify the following potential limitations:

• Limited API flexibility: Although GoTo’s API has improved in recent years, making it easier to automate tasks like number provisioning and extension management, other platforms offer more advanced customization options. Check out our Twilio Flex review if you’re looking for a highly customizable call center solution.
• Fewer built-in integrations: GoTo Connect supports several major platforms, including Salesforce, Outlook, Zoho, Office 365, ServiceNow and Slack. However, it lacks the broad out-of-the-box integration options offered by some competitors. While tools like Make and Zapier can fill some gaps, these often require developer support, which can increase implementation costs. For a call center with hundreds of integrations, see our RingCentral RingCX review.

Methodology

We researched and analyzed many call center platforms to identify the best products on the market. This investigation included participating in free trials and demos whenever possible. For each system, we evaluated its features, ease of use, implementation process and drawbacks. We also examined each vendor’s pricing, plans, add-ons and customer service. Specific features we looked for included inbound and outbound calling, management tools, reports and integrations. For small businesses specifically, we sought call center software that was reasonably priced, simple to set up and use, and comprehensive enough not to require many add-ons.

Bottom Line

We recommend GoTo Connect for …

• Companies that need inbound and outbound call and message routing at a reasonable price.
• Businesses that want to handle customer service and technical support more efficiently.
• Organizations looking for out-of-the-box call center software.

We don’t recommend GoTo Connect for …

• Companies that require tight integration with third-party CRMs.
• Businesses that need extensive customization abilities.
• Firms that want email included as part of an omnichannel communication platform.