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GoToConnect Review

Chad Brooks
Chad Brooks
Editor

GoToConnect is our choice as the best business phone system for features and tools because of all that it has to offer for an affordable price. GoToConnect is a complete unified communications system that combines business phone service with audio and video conferencing services.

GoToConnect

GoToConnect

The Best Business Phone Systems of 2021

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 100 calling, collaboration, and mobile features and tools, as well as top video conferencing services.

Out of the more than 70 business phone systems we investigated, few had as many features and tools as GoToConnect did. It has every key feature businesses want in a unified communication system, including an auto-attendant, call recording, voicemail transcription, call queuing and conference calling. Additionally, it integrates well with existing CRM systems and offers contact center services.

GoToConnect Pricing 

GoToConnect is a cloud-hosted business phone system that offers three service plans that vary in price, included features and the maximum number of users. Price can also fluctuate based on whether you pay annually or monthly.

All of the plans include access to mobile and desktop apps, unlimited extensions, call forwarding, Find Me/Follow Me, team messaging, and audio conferencing. Here is a breakdown of each plan.

  • Basic: This plan is only available to businesses with 20 or fewer users. It costs $22 per user per month if you pay upfront annually, or $24 per user per month if you pay month to month. With this plan, you get one auto-attendant, one ring group and one call queue. Video conferences are limited to four participants, and the maximum duration for a video conference is 40 minutes.
  • Standard: There are no user limits with this plan. For businesses with fewer than 20 employees, it costs $26 per user per month when billed annually, or $29 per user per month when billed monthly. For businesses with more than 20 users, the costs drop to $23 per user per month (billed annually). Added features in the plan include unlimited auto-attendants, ring groups and call queues, as well as voicemail-to-email, online faxing, intercom, paging, call recording, and real-time analytics. It also offers video conferencing for up to 150 users, and there is no limitation on meeting length.
  • Premium: The Premium plan costs $39 per user per month. In addition to everything in the Standard plan, it includes call center tools like inbound and outbound call monitoring, queue call barge, supervisor real-time views, real-time summaries, and agent effectiveness reporting. Video conferences in this plan can host up to 250 attendees.

For the Standard and Premium plans, you can purchase additional phone numbers for $5 each per month.

GoToConnect offers users a wide selection of desk and conference phone options. Phone prices range from $179 to $715 per phone.

GoToConnect also offers bundled plans with some of its other services, such as webinar conferencing, password management, IT support, virtual events and password security. Pricing for those plans ranges from $34 to $44 per user per month.

GoToConnect Features

What really makes GoToConnect stand out is its breadth of features. The system provides users with more than 100 features and tools. There are dozens of 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. 

GotToConnect offers a number of tools to help your team collaborate with both colleagues and co-workers. This includes team messages, audio conferencing and video conferencing. What really makes GoToConnect a solid choice is that it includes access to GoToMeeting for its video conferencing services, which is our choice as the best video conferencing service for smaller businesses. Depending on your plan, you can host video meetings with up to 250 participants (25 attendees can have their webcams on at the same time). Features include dial-in options, recording, drawing tools, and keyboard and mouse sharing. Read our review of GoToMeeting

A nice aspect of GoToConnect is that Premium users receive some contact center services at no extra cost. This includes inbound and outbound call monitoring; the ability for supervisors to whisper, listen, and barge in on calls; intelligent call routing; and an array of detailed call and agent analytics.

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 its partners, InContact. 

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. Similarly, GoToConnect offers a desktop app that provides the same level of functionality, such as using a softphone to make and take calls, when working from a desktop or laptop computer. Both of these apps are especially valuable when for businesses with team members who work remotely.

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

Additionally, GoToConnect integrates with Microsoft Teams. If this is your video conferencing solution of choice, the GoToConnect integration allows you to use both services from the same platform. You can make and receive calls straight from the Microsoft Teams application.

Did You Know?Did You Know?: GoToConnect provides users with more than 100 features and tools.

GoToConnect Pros

Since GoToConnect is a cloud-hosted VoIP phone system, there is no PBX equipment to install. The system runs on the same internet connection you use to get online – you don't need a trained IT staff to keep it running smoothly. Because 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.

The entire system is controlled via an online portal. From the portal, which you can access any internet-connected device, 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 log in to 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

FYIFYI: GoToConnect is extremely reliable. The system has a 99.999% uptime service level agreement, which guarantees the system is never down for more than a handful of minutes each year. The system also has several built-in security measures, including encryption and meeting locks and passwords.

GoToConnect Cons

While GoToConnect has a conference calling service built into its system, it only allows for conferences with up to 20 callers at a time. That caller limit is smaller than a number of the other business phone systems we considered.

Depending on your needs, you may be forced to use an additional conferencing 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.

Another potential downside concerns its video conferencing services. If you subscribe to the Basic plan, you can only have four people on a call. That is significantly less than most of the other services we reviewed. And while these numbers increase to more than 100 and 250 attendees for the Standard and Premium plans, both of those options only allow for 25 cameras to be on at one time. Other video conferencing services within unified communication systems don't have those types of limits.  

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 GoToConnect and all it had to offer. 

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.

Image Credit: scyther5 / Getty Images
GoToConnect

GoToConnect

The Best Business Phone Systems of 2021

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 100 calling, collaboration, and mobile features and tools, as well as top video conferencing services.

Chad Brooks
Chad Brooks
business.com Staff
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.