Modern Business Communication Solutions
In today’s digitally-driven business environment, effective communication forms the backbone of organizational success. GoToConnect offers a comprehensive unified communications platform that integrates cloud-based voice, video, messaging, and collaboration tools into a single, seamless solution.
Originally launched as Jive Communications before being acquired by LogMeIn in 2018, GoToConnect has established itself as a significant player in the VoIP industry, serving over 1 million users globally and processing billions of call minutes. This review examines whether GoToConnect delivers on its promises of reliability, scalability, and security for businesses seeking modern communication solutions.
Provider Overview: GoToConnect’s Evolution
GoToConnect has built a solid reputation in the business communications space. Following its acquisition and rebranding from Jive Communications, it has grown to become a trusted name under the larger GoTo suite of products.
The platform’s mission focuses on empowering businesses with reliable, scalable, and secure communications that support seamless collaboration across teams, devices, and locations. Its impressive performance has earned recognition in key industry reports, including listings in G2’s Top UCaaS Providers and TrustRadius’s Most Loved Software Awards.
Notable achievements include:
- 99.999% uptime reliability (less than 5 minutes of downtime annually)
- Implementation of AI-powered features like call summaries and sentiment analysis
- Global expansion with compliant data centers in the US, Germany, and Singapore
Strengths: What Makes GoToConnect Stand Out
Scalability Built for Growth
GoToConnect excels in scalability, making it ideal for businesses at various growth stages. The platform allows unlimited users, phone numbers, and call flows under its Standard Plan, seamlessly accommodating teams from 5 to 500 members. For businesses operating across multiple locations, the centralized administration and unified dial plan ensure consistent performance and simplified management.
Cost-Effective Pricing Structure
With plans starting at $27/user/month and tiered pricing that rewards long-term commitments, GoToConnect offers enterprise-level capabilities at competitive rates. Compared to providers like Nextiva and Dialpad, it provides excellent value for organizations seeking both voice and video functionality in a single package. Many businesses report significant cost savings when switching from traditional phone systems to GoToConnect’s VoIP solution.
Comprehensive Feature Set
GoToConnect delivers a robust array of features that address various communication needs:
- Advanced call routing and auto attendants for efficient call management
- HD video conferencing supporting up to 250 participants
- Team messaging for instant internal communication
- Intuitive drag-and-drop dial plan editor that simplifies system configuration
- CRM integrations with popular platforms like Salesforce, HubSpot, and Zendesk
- Mobile applications for iOS and Android devices
- Secure file sharing and SMS capabilities within the platform
Reliable Customer Support
Customer support remains a strong point for GoToConnect, with 24/7 availability via phone, chat, and email. Users consistently praise the support teams for their knowledge and responsiveness across review platforms like G2 and Trustpilot. The company also provides comprehensive self-help resources, including documentation, webinars, and community forums.
Smooth Integration Capabilities
GoToConnect integrates seamlessly with popular business tools including Microsoft Teams, Google Workspace, and Slack, enabling teams to maintain workflow continuity without platform switching. The platform’s open API further allows for custom integrations tailored to specific business requirements.
Weaknesses: Areas for Improvement
Pricing Considerations
Despite competitive pricing overall, GoToConnect’s entry-level offerings may stretch budgets for startups and very small businesses. The Basic plan starts at $27-$29/user/month, which exceeds starting prices from competitors like Dialpad or Grasshopper. Additional limitations include:
- Basic plan video conferencing restricted to just 4 participants
- Additional costs for SMS credits, toll-free minutes, and international calling
- No freemium plan or free trial for core VoIP services
Feature Limitations in Basic Tier
The Basic plan lacks several important features that businesses might consider essential:
- Advanced integrations with CRM and helpdesk tools require upgrading to the Standard plan
- SMS usage caps at 40 credits per seat monthly on the Basic plan
- AI features and contact center tools are only available as premium add-ons
Performance Issues in Some Scenarios
While GoToConnect boasts impressive 99.999% uptime, some users have reported occasional challenges:
- Audio latency or dropped calls, particularly when using mobile apps over unstable Wi-Fi
- Delays during number porting processes or complications with large-scale deployments
- Interface that occasionally feels dated compared to more modern VoIP platforms like Dialpad
Pricing: Plan Comparison
GoToConnect offers tiered pricing designed to accommodate businesses of different sizes and needs:
| Plan | Monthly Cost (Per User) | Key Features |
|---|---|---|
| Basic | $27–$29 | Up to 20 users, limited video meetings (4 participants), basic integrations, voicemail, 40 SMS credits |
| Standard | $32–$39 | Unlimited users, full-featured meetings (250 participants), CRM integrations, call queues, 80 SMS credits |
Additional considerations:
- Toll-free and vanity numbers incur separate charges
- International calling rates vary by country of destination
- SMS overages are billed at per-credit rates
- Discounts are available for annual contracts and higher seat volumes
Competitive Pricing Analysis
| Provider | Entry Plan | Mid/Standard Plan | Key Differentiators |
|---|---|---|---|
| GoToConnect | $27–$29 | $32–$39 | Strong video conferencing, but AI features only in premium tiers |
| Dialpad | $23 | $35 | AI voice transcription and sentiment analysis in all plans |
| RingCentral | $20 | $30–$35 | More app integrations and free video conferencing |
| Nextiva | $30 | $40–$60 | Superior CRM tools but at higher price points |
GoToConnect positions itself in the mid-to-high range for VoIP pricing, offering strong value through feature bundling but with less flexibility for small businesses with tight budgets.
Performance and Reliability
GoToConnect’s 99.999% uptime guarantee translates to less than five minutes of downtime annually, placing it among the most reliable VoIP solutions available. The platform’s global cloud infrastructure is optimized for low latency, consistent call quality, and seamless connectivity.
Real-world performance reviews highlight:
- Stable call quality across voice and video communications
- Robust failover routing to ensure business continuity
- Transparent incident communication through status.goto.com
Some users have reported occasional issues with:
- Call quality degradation on mobile apps when connected to unstable networks
- Minor delays during number porting from other providers
Security and Compliance
GoToConnect implements comprehensive security measures to protect business communications:
Core Security Features
- End-to-end encryption using TLS for data in transit and AES-256 for data at rest
- SRTP protocol to secure audio and video traffic
- SSO and role-based access controls
Compliance Certifications
- HIPAA compliance with available Business Associate Agreements for healthcare organizations
- GDPR, CCPA, and LGPD compliance for global data protection
- SOC 2 Type II, SOC 3, and BSI C5 audits
- APEC CBPR and TRUSTe certifications
The platform’s security posture is further strengthened through regular third-party audits, penetration testing, and comprehensive incident response protocols. No major security incidents have been publicly reported.
How GoToConnect Compares to Competitors
| Feature/Provider | GoToConnect | RingCentral MVP | Dialpad | Nextiva |
|---|---|---|---|---|
| Starting Price | $27/user/month | $20/user/month | $23/user/month | $30/user/month |
| Uptime Guarantee | 99.999% | 99.999% | 100% (claimed) | 99.999% |
| Video Meetings | Up to 250 participants | Up to 200 participants | 10–150 participants | 250 participants |
| AI Tools | Add-ons only | Basic call handling features | Real-time transcription, AI | Limited AI in premium plans |
| SMS Credits | 40–80 per user/month | Unlimited in most plans | Unlimited (with usage cap) | Add-on only |
| CRM Integrations | Salesforce, HubSpot, Zendesk | Salesforce, Zendesk, others | Salesforce, HubSpot, G Suite | Salesforce, Zoho CRM |
| Support | 24/7 global, highly rated | 24/7 with Premier add-on | Business hours, ticket-based | 24/7, account rep for large teams |
GoToConnect offers competitive value for businesses seeking unified communications with excellent video capabilities, though it lacks the native AI features found in platforms like Dialpad unless upgraded to premium tiers.
Who Should Use GoToConnect?
GoToConnect is particularly well-suited for:
- Small to Mid-Sized Businesses (SMBs) seeking affordable, all-in-one communications
- Multi-location companies requiring centralized call management across different sites
- Remote-first or hybrid teams relying heavily on integrated video, voice, and messaging
- Customer service operations needing reliable uptime and CRM integration capabilities
- Regulated industries like healthcare, legal, and finance requiring strong compliance features
The platform’s scalability and integration capabilities also make it suitable for industries such as education, insurance, consulting, logistics, and real estate.
Customer Feedback Analysis
Positive Highlights
- “Feature-rich and reliable” – Users consistently praise the platform’s comprehensive call routing and video conferencing capabilities
- “Excellent customer service” – Many reviews emphasize responsive onboarding and technical support
- “Intuitive admin dashboard” – IT teams particularly appreciate the user-friendly management interface
Areas of Concern
- “Setup complications for larger deployments” – Some users note that porting and provisioning for large teams can be time-consuming
- “Interface needs modernization” – The UI occasionally receives criticism when compared to newer platforms
- “Mobile app reliability issues” – Occasional connectivity problems reported when switching between networks
Review aggregator scores:
- G2: 4.3/5 (1,200+ reviews)
- Trustpilot: 4.0/5
- Capterra: 4.5/5
Conclusion: Is GoToConnect Right for Your Business?
GoToConnect stands out as a robust, reliable, and secure VoIP solution tailored for businesses prioritizing flexibility, enterprise-level features, and compliance. While it may not offer the same level of built-in AI capabilities as some competitors, it excels in core areas of performance, scalability, and support.
For growing businesses and distributed teams looking to consolidate their communication stack under a single platform, GoToConnect delivers significant value. Its combination of voice, video, and messaging tools, coupled with strong uptime guarantees and security features, makes it a worthy contender for businesses seeking comprehensive communication solutions.
Final Verdict
GoToConnect offers an excellent balance of features, reliability, and value for small to mid-sized businesses. While pricing may be a concern for very small organizations and the basic tier has some limitations, the platform’s scalability and enterprise-grade performance make it a strong choice for companies prioritizing growth and communication efficiency.
Frequently Asked Questions
Q: How does GoToConnect handle power or internet outages?
A: GoToConnect offers failover routing options to maintain business continuity during outages. Calls can be automatically redirected to mobile devices or alternate locations to ensure communication continuity.
Q: Can I port my existing phone numbers to GoToConnect?
A: Yes, GoToConnect supports number porting from most providers. The process typically takes 2-4 weeks, though some users report occasional delays.
Q: Does GoToConnect work internationally?
A: Yes, GoToConnect supports international calling, though rates vary by country. The platform also maintains data centers in the US, Germany, and Singapore for global compliance.
Q: What kind of internet connection is recommended for optimal performance?
A: For best performance, GoToConnect recommends a business-grade internet connection with at least 100 Kbps of dedicated bandwidth per concurrent call.
Q: Does GoTo Connect offer a free trial?
A: While no freemium plan exists for core VoIP services, potential customers can request demonstrations and limited-time evaluations through GoTo’s sales team.
About voipreviews.com: Voipreviews.com is a comprehensive online platform dedicated to helping businesses select the most suitable Voice over Internet Protocol (VoIP) services. We provide detailed reviews, comparisons, and insights to streamline the process of finding the right VoIP solution for your unique business needs.