Business News Daily receives compensation from some of the companies listed on this page. Advertising Disclosure
BND Hamburger Icon


BND Logo
Search Icon
GoTo Connect company logo
Updated May 08, 2024

GoTo Connect Review

author image
Jeff Hale, Business Operations Insider and Senior Analyst

Table of Contents

Open row
Editors Score:9.2/10
GoTo Connect excels at supporting phone, meeting and messaging communications both in and out of the office. The full-featured mobile app and strong reporting capabilities help you track your team’s activities across the organization.
Plus Sign Pros
  • All GoTo Connect plans include unlimited user accounts.
  • All GoTo Connect plans support free international calling for more than 50 countries.
  • All GoTo Connect plans provide video meetings with up to 250 participants.
Minus Sign Cons
  • There’s no public pricing for any GoTo cloud phone plans.
  • You’ll have to pay by the minute if you exceed 1,000 toll-free minutes with any plan.
  • GoTo Connect has a limited selection of third-party software applications.
GoTo Connect company logo
Editor's Rating9.2/10

Supporting employees in the transition from traditional workplaces to home offices and other remote settings requires the right set of voice, video and team messaging tools to ensure everyone is connected. GoTo Connect’s all-in-one cloud phone system combines a cloud-based business phone system with instant team-chat functionality and one-click video meetings for up to 250 participants.

The platform is especially useful in remote work and hybrid offices where employees use different hardware, thanks to compatibility with more than 180 desk phone models, access via any internet-connected device, and a full-featured mobile app for Android and iOS that offers the same functionality as the desktop application. Unlike most providers in this category, GoTo Connect offers unlimited user accounts with all of its cloud phone platforms. These features combine to create a platform that’s ideal for distributed teams and remote or hybrid workforces. 

GoTo Connect Find me/Follow me tool

Tools like Find me/Follow me help ensure that calls are answered even when you step away from your computer or main business phone. Source: GoTo

GoTo Connect Editor's Rating:

9.2 / 10

Ease of use
Customer service

Why GoTo Connect Is Best for Remote Teams

GoTo Connect puts all-in-one communications on any device with an internet connection, making it easy for teams with different hardware to collaborate effectively from anywhere in the world. The platform is compatible with 180 desk phones and accessible through the desktop application on macOS and Windows, mobile app on Android and iOS devices, and web browsers to provide remote teams with a multitude of ways to connect. 

GoTo Connect’s team messaging and one-click video conferencing tools make it easy to jump into ad hoc meetings with screen sharing to reduce the barriers between remote workers and teams. With the basic Phone System plan, you’ll have access to customizable auto-attendants, call routing and call queues to help build a reliable phone system for employees and customers spread across the country or globe. 

GoTo Connect keeps remote communications secure with encryption and continuous monitoring, as well as regular SOC 2 audits and public SOC 3 reporting. With free calling in more than 50 countries, GoTo Connect is an attractive option for international companies with remote employees. 

Did You Know?Did you know
GoTo Connect’s entry-level plan supports video meetings with up to 250 participants — far more than most platforms at any subscription level.


We like how GoTo Connect looks and feels more like consumer software than a business tool. However, it is missing some of the time-saving automations and helpful artificial intelligence (AI)-powered features offered by many competitors. That means GoTo Connect is not quite as easy to use as Ooma and Dialpad. [Check out our Ooma review and Dialpad review to learn more about these user-friendly business phone systems.]

GoTo Connect does have an especially easy-to-use visual dial plan tool with a handful of templates to help you implement your first call flow and customize features such as call routing and ring groups later. Beyond complete system access through Windows, macOS, Android, iOS and web browsers, the platform’s usability is bolstered by its compatibility with 180 desk phones and the option to add an adapter to older analog phone models and deliver Voice over Internet Protocol (VoIP) communications. 

GoTo Connect cloud phone plans

All GoTo Connect cloud phone plans come with unlimited ring groups. Source: GoTo

The video conferencing tool included with both plans is designed to lower barriers to communications with one-click meetings that don’t require participants to download or install any software. We were very impressed with the 250-participant limit for video meetings. That’s well above average in this category and perfect for businesses that conduct all-hands meetings throughout the year. 

You’ll find about 30 integrations for the phone system, including Salesforce CRM, Google, Microsoft, Slack and Zapier. However, the all-in-one platform’s usability could be improved with the addition of more native third-party software integrations. 

Read our RingEX review and Vonage review if you’re looking for a business phone platform with tons of integrations or customization. RingEX offers hundreds of pre-built integrations, while Vonage leads the industry for custom options.

GoTo Connect Features

Mobile app

The full-featured business phone mobile application is available with all subscription plans.


Video conferencing tools allow for up to 250 participants and 50 simultaneous webcams.

AI chat analysis

This tool provides AI-powered sentiment analysis and chat summaries.


Historical and real-time data are presented in easy-to-understand, color-coded charts.

All GoTo Connect cloud phone system plans come loaded with excellent call-handling features and tools. These include many advanced features that are normally reserved for middle- or upper-tier plans, like call recording, paging, meeting transcription, single sign-on and real-time reporting. If it had more AI-powered features, GoTo Connect’s entry-level Phone System plan could compete with, if not outperform, a few top-tier plans from its competitors. 

Mobile App

Although most cloud-based phone services include mobile access, not all service providers offer a full-featured version at every subscription level. The app makes it easy to make calls using different phone numbers, thereby allowing sales or customer service reps to dial from the appropriate number. In addition to messaging, meeting and calling tools, the app provides access to shared contacts.

You can also use your cell phones as part of a call flow or ring group to ensure important calls are never missed when you step away from your computer or desk phone. Switching between devices during calls is seamless, which means the person on the other end will not know you’re moving the conversation between your desk phone, computer or mobile device.


GoTo Connect expanded its video capabilities to offer video meetings for up to 250 participants with 50 simultaneous webcams. As part of our review process, we regularly participate in live video demonstrations. We found that the live and recorded video meetings that GoTo Connect conducted for this review were thorough and easy to understand, and the video quality and audio quality were excellent. In addition to great performance, this tool offers screen sharing, drawing tools, in-session chat, breakout rooms and webcam previews with one-click meetings that don’t require a download.  

AI Chat Analysis

GoTo’s new AI-powered chat feature is designed to expand data-driven insights. The tool follows each customer conversation to provide a positive, negative or neutral sentiment score regarding the customer interaction. Conversation summaries allow managers and supervisors to easily identify coaching opportunities or exemplary work to provide positive feedback. This advanced feature is included only with GoTo Connect’s Complete CX cloud phone and Contact Center plans.


GoTo Connect’s color-coded charts make it easy to identify key metrics in areas such as total calls and percentage of calls answered to measure agents’ performance. Admins can glance at data sets and immediately spot calling trends to make scheduling changes or help identify a top performer within the sales team. 

With the Complete CX plan, you’ll expand your insights with custom dashboards and interaction details showing the customer journey from start to finish. This tier also provides access to supervisor analytics with live call and chat queue details that managers can use to take over the conversation when necessary.

GoTo Connect Costs

GoTo no longer lists pricing for its cloud phone products. To learn how much a GoTo phone system will cost for your unique business needs, you’ll need to speak to a GoTo sales rep. We can tell you that, based on reviews from previous years when GoTo Connect charged based on the number of user accounts, prices ranged from $29 to $39 for a single user, depending on the service tier. At those rates, GoTo would be priced on the higher side along with Aircall, Nextiva and RingEX. [Read our Nextiva review and Aircall review to learn more about each of these business phone systems.]

In addition to GoTo’s three cloud-based phone systems, the company offers a separate contact center plan designed for seamless omnichannel support.




Phone System

No public pricing available

1,000 toll-free minutes, unlimited users, free international calling to more than 50 countries, desktop and mobile apps, 24/7 customer support, smart call routing, unlimited auto-attendants, unlimited ring groups, hot desking, call recording, intercom, paging, virtual fax, team messaging, SMS/MMS, video meetings with 250 participants, meeting transcriptions, breakout rooms, real-time analytics, single sign-on and multisite admin

Customer Engagement

No public pricing available

Everything in the Phone System plan, plus one shared inbox, custom surveys, AI messaging assistant, text campaigns, web chat widget, Facebook/Instagram messenger channel and custom dashboards

Complete CX

No public pricing available

Everything in the Customer Engagement plan, plus multichannel inboxes, AI chat analysis, advanced call routing, call campaigns, tag management, call monitoring, auto-queue callback, agent dashboards, supervisor analytics and custom roles

GoTo Connect Setup

If you’re not porting an old phone number, you could navigate the DIY setup wizard and get a basic business phone system up and running in minutes. For most businesses that are adding a few extensions, numbers and menu options, it shouldn’t take more than a few hours to set up, test and start using the system. As with any new business phone system, you could wait anywhere from a few days to a couple of weeks for your previous service provider to release your phone number.

GoTo Connect port date

You can set a port date and initiate the phone number transfer whenever you’re ready. Source: GoTo

GoTo Connect makes implementation and management easy with the recently updated dial plan editor. This tool has an intuitive flow builder that features unique colors to distinguish actions. You can select from templates for an auto-attendant with a schedule, a call queue, a simple dial plan, an external number and a very basic auto-attendant to help map your system for you. We were very impressed with the way the new inspector feature turns your call flow into an analytics report, showing you exactly how calls are moving through your system to help you design the perfect menu.

GoTo Connect Inspector tool

You can use the Inspector tool to see how calls are moving through your call plan and help you optimize your menu options. Source: GoTo

Did You Know?Did you know
In addition to offering many self-help resources, GoTo provides paid professional implementation services for clients with complex systems and anyone who needs hands-on help setting up their phone system.

GoTo Connect Customer Service

GoTo Connect includes the same 24/7 customer support with all of its cloud phone systems. Customers can reach a support specialist by phone, email or chat widget on the support site’s virtual assistant. In addition to providing personal support and troubleshooting, GoTo Connect offers an online DIY resource center with remote-work tips, webinars, product guides, e-books, whitepapers and industry insights to help you make better use of your communications tools. The company also provides training through YouTube videos and a series of on-demand courses.

GoTo Connect Drawbacks

GoTo Connect’s lack of transparent pricing makes it difficult for businesses to compare this service against competing offerings. For many small businesses, it may not be worth the inconvenience of having to engage with a sales rep to inquire about the cost. 

Although GoTo Connect offers a few AI-powered tools, including sentiment analysis, with its Complete CX phone plan, the platform is beginning to feel like it’s missing AI productivity features across the ecosystem. RingEX added a number of AI-powered features as part of its major update for 2024, and Dialpad has included these voice intelligence tools for many years. With the increasing popularity of tools such as ChatGPT, the inclusion of AI-powered language processing tools is starting to feel like an essential feature in the business phone market.


When searching for the top business phone systems, we investigated more than a dozen platforms. We researched and analyzed each offering, participated in demos whenever possible, and tried free and paid plans. We evaluated each solution based on its tools and features, pricing, limitations, ease of use, setup process and customer service options. We determined that GoTo Connect is the best business phone system for remote teams, thanks to its easy access across desk phones, computers, mobile devices and web browsers, as well as the one-click conferencing for immediate face-to-face collaboration from any device in any location.

GoTo Connect FAQs

To use GoTo Connect on your phone, download and install the mobile application and log in using your account credentials. To add or provision a new device, log in to your admin portal, and select the devices icon on the left and then “+ Add device” in the upper-right corner. You can either assign the device to a specific user or set it up as a stand-alone device for something like the back-office phone. Once you fill out the required fields, you can update any details or phone settings and begin using your new phone.
A GoTo Connect softphone refers to the software application used to make and receive phone calls via an internet connection. Softphone systems such as GoTo Connect use VoIP to deliver voice, text and video communications through desktop computers, laptops, smartphones, tablets and other internet-connected devices.
GoTo Connect no longer lists its pricing publicly. However, our previous reviews show that GoTo Connect’s prices were about $29 per user per month for the basic plan, depending on the length of the contract. Pricing for GoTo Connect’s upper-tier plan was listed at about $39 per user per month. However, it’s worth noting that GoTo includes unlimited users with its cloud-based phone plans for 2024. Discounts are available for enterprise clients that purchase a significant number of user accounts.

Overall Value

We recommend GoTo Connect for …

  • Businesses that make international phone calls regularly.
  • Businesses with hybrid or remote teams that use a wide range of desk phones and devices for calls, conferencing and chat.
  • Businesses that already use one of GoTo’s other software products, including IT support, remote access and training.

We don’t recommend GoTo Connect for …

  • Businesses with extensive integration requirements for their phone, video or chat tools.
  • Businesses that are looking for advanced AI-powered tools and features as standard options to optimize communication and workflows.
  • Businesses that want to see transparent pricing when shopping for a new phone system.
author image
Jeff Hale, Business Operations Insider and Senior Analyst
Jeff Hale is a communications and content marketing expert with extensive experience leading teams as a managing editor. He has deep knowledge of B2B communications technologies, including business phone systems and customer relationship management (CRM) software. Jeff is also an entrepreneur who knows the realities of launching and managing a small business, where he serves as a Content Director and SEO Consultant. In his role as an entrepreneur and professional, Jeff has identified new market opportunities for Fortune 500 clients and developed communications strategies and digital branding for tech startups and small businesses. Jeff holds a Bachelor’s degree in English from the University of California, Irvine, and an MBA from Chapman University.
GoTo Connect company logo
Editor's Rating9.2/10
Back to top
Desktop background imageMobile background image
In partnership with BDCBND presents the b. newsletter:

Building Better Businesses

Insights on business strategy and culture, right to your inbox.
Part of the network.