GoTo Connect is GoTo's cloud-based unified communications platform that combines business phone, video meetings, SMS, and basic contact centre functionality for small and mid-market businesses. It replaces traditional PBX phone systems with a cloud alternative that includes call routing, auto-attendants, and team messaging.
Product Overview
GoTo Connect's target customer is the small-to-mid-market business that wants to replace a legacy on-premises phone system with a cloud solution that includes video conferencing and team chat — without the complexity of enterprise UCaaS platforms. The platform provides cloud PBX features (extensions, ring groups, IVR menus, call queues) alongside a softphone app for desktop and mobile. Its contact centre add-on adds basic inbound routing, queue management, and agent reporting — suitable for SMBs with small support teams but not enterprise contact centres. GoTo Connect integrates with Salesforce and HubSpot for CRM-connected call logging. The GoTo ecosystem (formerly LogMeIn) includes GoTo Webinar and GoTo Meeting, enabling bundled pricing for teams using multiple products.
Key Features
- Cloud PBX: Cloud phone system with extensions, ring groups, IVR menus, and call queues — replaces on-premises PBX without hardware.
- Softphone App: Desktop and mobile apps for making and receiving calls from anywhere — full business line features on any device.
- Video Meetings: Integrated video conferencing for internal and external meetings — no separate video conferencing tool needed.
- SMS & Team Messaging: Business SMS from the company number and team chat — unified with voice in one inbox.
- Contact Centre Add-On: Basic inbound routing, agent queues, and reporting for small support teams — step up from phone-only without enterprise CCaaS.
Best For
SMBs replacing a legacy PBX with a cloud phone system that includes video meetings and SMS — particularly those already using GoTo Meeting or GoTo Webinar.
Pricing
From $27/user/month (Basic). Standard from $32/user/month. Premium from $43/user/month.
Key Integrations
Salesforce, HubSpot, Zendesk, Microsoft Teams, Google Workspace, Slack, Zapier, Zoho CRM, Freshdesk, Pipedrive
Pros
- All-in-one cloud phone, video, and messaging at competitive SMB pricing
- GoTo ecosystem bundling reduces per-product cost for multi-GoTo customers
- Quick setup relative to enterprise UCaaS platforms
- Mobile and desktop apps cover remote and distributed teams
Cons
- Contact centre features are basic — not suitable for larger or more complex support teams
- Less advanced than RingCentral or Zoom Phone for enterprise UCaaS needs
- Feature development pace has slowed since LogMeIn acquisition history
RevOps Jobs-to-Be-Done
- Unified Business Phone System for SMBs — Replace legacy PBX hardware with a cloud-hosted business phone system that provides extensions, voicemail, auto-attendant, and call routing — accessible from any device. KPI: 50–70% reduction in telephony infrastructure cost vs. on-premise PBX
- Video Meetings + Phone in One Platform — Teams use GoTo Connect for both internal and external video meetings alongside business calling, consolidating two separate tools into one subscription and admin interface. KPI: Simplify IT stack by eliminating a separate video conferencing tool for teams under 200 users
- Call Center Routing for Support Teams — Configure IVR menus, call queues, and ring groups for customer support teams — ensuring calls are routed to the right agent with hold music, wait time announcements, and overflow rules. KPI: Abandon rate drops 30–40% with properly configured queue management
How It Fits Your Stack
Primary system of record: HubSpot or Salesforce — GoTo Connect integrates for call logging
Key integrations: Salesforce, HubSpot, Zendesk, Slack, Microsoft Teams
Data flows: Inbound/outbound calls → GoTo Connect routing → call log synced to CRM → voicemails and recordings accessible from web portal
Security & Compliance
- SSO / SAML: SAML 2.0, Google SSO
- RBAC / permissions: Yes
- Audit logs: Yes
- Certifications: SOC 2 Type II, GDPR
- Data residency: US, EU
Implementation & Ownership
- Time to first value: 1–2 weeks — number porting, extension setup, device provisioning
- Implementation complexity: Medium
- Typical owners: IT Manager, Office Manager, Operations Director
Part of the GoTo suite including GoTo Meeting and GoTo Webinar; best value when buying the full GoTo bundle vs. individual products
Proof & Buyer Signals
Ratings: G2: 4.4/5 (1,000+ reviews); Capterra: 4.5/5 (650+ reviews)
What buyers praise:
- Reliable call quality
- Easy admin interface
- Good suite value with GoTo bundle
Common complaints:
- Feature set less advanced than RingCentral
- Mobile app can drop calls
- Support queue waits can be long
Often Compared With
- RingCentral — RingCentral has more advanced enterprise features and integrations; GoTo Connect is simpler and better priced for small business and mid-market teams
- Dialpad — Dialpad has stronger AI transcription for sales; GoTo Connect is better for businesses needing a complete PBX replacement with video included
- Nextiva — Nextiva emphasizes customer experience features; GoTo Connect is more focused on telephony infrastructure and video meeting consolidation
