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GoToConnect Review

By Chad Brooks,
business.com writer
|
Dec 05, 2019
Image Credit: scyther5/Getty Images
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Offering a complete unified communications system that combines Jive's business phone service with GoToMeeting's audio and video conferencing services, GoToConnect is our choice as the best business phone system for features and tools. 

GoToConnect

GoToConnect

The Best Business Phone Systems of 2020

The Verdict

GoToConnect is the best business phone system for features and tools. It is an excellent cloud-hosted VoIP system that offers users more than 80 calling, collaboration, and mobile features and tools, as well as top video conferencing services.

The system has every feature a business is looking for in a unified communication system, including attendants, call recording, voicemail transcription, call queuing and conference calling. The service efficiently supports both voice and video calls, integrates well with existing CRM systems, and offers contact center services. Further, the service is reliable and works well for both small and large businesses. 

View all our recommendations for business phone systems on our best picks page.

GoToConnect Pricing 

Unlike other phone systems that have different service plans based on the number of features included, GoToConnect powered by Jive offers all users access to nearly all of its tools. Pricing varies based on how many employees you have. The more users you have, the less you pay per person. 

GoToConnect has five pricing tiers that range from $20 to $30 per user, per month. The pricing tiers are as follows: 

  • 1 to 4 users: $29.95 per user, per month
  • 5 to 9 users: $25.95 per user, per month
  • 10 to 24 users: $23.95 per user, per month
  • 25 to 49 users: $21.95 per user, per month
  • 50 to 99 users: $19.95 per user, per month 

Custom pricing is available for businesses with more than 100 employees. 

GoToConnect offers users a wide selection of desk and conference phone options. Desk phone prices range between $75 and $800 per phone. It doesn't require businesses to sign contracts or pay annually; however, companies that do are eligible for better deals on service or phones. 

Ease of Use 

Since GoToConnect is a cloud-hosted VoIP phone system, there is no PBX equipment to install. The system runs on the exact same internet connection as you use to get online. With that in mind, GoToConnect recommends having a business class router; an Ethernet switch capable of Quality of Service; and a firewall that allows you to access HTTP, HTTPS, and UDP traffic on your network. It is also critical to have the necessary bandwidth to handle your company's call volume. Each call requires 100 Kbps of internet bandwidth. 

With this system, you don't need a trained IT staff to keep it running smoothly. Since it is a cloud-hosted system, GoToConnect handles the maintenance and upgrades. If you buy your phones from GoToConnect, they come preconfigured and are ready to use as soon as you plug them in. If you buy your phones from another provider, you will need to work with the support team to properly configure the phones. 

You can choose local or toll-free numbers. For local numbers, you can select options from more than 200 area codes nationwide. If you are an established business wanting to keep the number you currently have, you can port your number over from your current provider. 

The entire system is controlled via an online portal, which can be accessed from any internet-connected device. From the portal, administrators can configure new phones, add or delete users, manage extensions, change on-hold music, set auto-attendant greetings, and update call filter settings. 

Employees can change their call forwarding, voicemail and online fax settings. They can use a softphone to make and receive calls from their computer, instant message with co-workers and start video meetings. 

GoToConnect is extremely reliable. The system has a 99.999% uptime service level agreement, which guarantees the system will never be down for more than a handful of minutes each year. To help keep the system up and running, GoToConnect has 11 data centers worldwide, including seven in the U.S. 

GoToConnect provides all users with unlimited calling in the U.S. and Canada. (The company says there are some locations in Alaska and Hawaii callers might be charged extra for.) 

The Jive phone system has more than 80 features. There are 45 basic VoIP features, such as auto attendants, barge, call monitoring, call recording, three-way conferencing, custom hold music, custom greetings, dial by name or extension, paging, ring groups, voicemail, voicemail-to-email and virtual fax. The system includes custom schedules that allow administrators to set time-based call routing. This feature can be used to route calls during open and closed business hours, for example. 

One valuable feature for businesses where employees share workspace is the hot-desking tool. This lets more than one employee use the same phone. 

Call-management features include call history, call park, auto reject, auto divert, call queues, call routing, call waiting, call transfers, caller ID, do not disturb and Find Me/Follow Me. 

A nice aspect of GoToConnect is that all users receive some contact center services at no extra cost. This includes advanced ring strategies; custom queue hold messages and music; precall announcements; report caller hold time; queue call barge; recording, spy, and whisper; and wait-time announcements. 

However, one downside is that if you need more extensive contact center tools, like skills-based routing, automatic call back and agent scripting, you will need to work with one of Jive's partners, InContact. 

What really makes GoToConnect a solid choice is that it includes access to GoToMeeting, which is our choice as the best video conferencing service for small businesses.  You can host video meetings with up to 250 participants, 25 of which can have their webcams on at the same time. Features include dial-in options, recording, drawing tools, and keyboard and mouse sharing. You can read our full review here

With GoToConnect's mobile app, available for iOS and Android devices, users can make and receive calls from their business line, conduct conference calls, send and receive text messages, view call histories, and choose ringtones. 

GoToConnect integrates with many third-party business applications like Salesforce, Zoho, Redtail CRM, Chrome, Slack and Outlook.

Conference Calling 

GoToConnect has a conference calling service built into its system. With the conference bridge feature, each employee can hold their own conference call with up to 10 callers. 

If you host conference calls with more than 10 callers, you'll need to use a conference calling service. These services allow for hundreds, and sometimes thousands, of callers on each call. You can find more information on these services on our conference call services best pick page.

Customer Support 

We were pleased with GoToConnect's customer service. We contacted the company multiple times by phone, email and live chat posing as a business owner interested in a phone system. 

Each time we contacted the company, we were greeted by helpful representatives who provided us detailed answers to our questions. They helped us better understand the system's platform, how it worked, the available features, the pricing structure and the mobile app. By the end of our calls, we always had a clear understanding of Jive and all it had to offer. 

Representatives always followed up by email to ensure we didn't have any follow-up questions and provided us with a detailed price quote. Any time we responded to their emails asking a question, we received a prompt response. 

Customer support is available by phone, email and live chat 24/7. In addition, the company's website offers helpful information, including data sheets, user guides, FAQs and videos. 

Editor's note: Looking for the right business phone system for your company? Fill out the below questionnaire to have our vendor partners contact you about your needs.

GoToConnect

GoToConnect

The Best Business Phone Systems of 2020

The Verdict

GoToConnect is the best business phone system for features and tools. It is an excellent cloud-hosted VoIP system that offers users more than 80 calling, collaboration, and mobile features and tools, as well as top video conferencing services.

Chad Brooks
Chad Brooks
See Chad Brooks's Profile
Chad Brooks is a Chicago-based writer and editor who has spent more than 20 years in media. A 1998 journalism graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff full time as a senior writer. Before Business News Daily, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago, covering a wide array of topics including local and state government, crime, the legal system and education. Chad has also worked on the other side of the media industry, promoting small businesses throughout the United States for two years in a public relations role. His first book, How to Start a Home-Based App Development Business, was published in 2014.