Great phone and communications system, but still needs some fine tuning
What do you like best?
It is nice to have all the communications unified under one interface. We previously used a Mitel on premises solution and we were limited by what it could do and how we could expand it. There was no unified communications component of it and we were stuck with 10 year old technology, and the only way to improve it was to do a forklift upgrade to a new on premises solution. So that's when we decided to look at an intent based system. I'm very glad we did. We have them all physical desk phones with video chat built in. This really helped us personalize the phone call experience. Now we can truly make our employees mobile without losing that personal touch. This is especially important now that we have so many employees working from home due to Covid 19. Plus some of our employees no longer even use a physical phone, they have migrated to a soft phone and they love it.
What do you dislike?
It seems to be lacking in the richness of the interface. For instance the text messaging or Chat features could be layed out in a manner more similar to the layout on a smartphone. That would make it more intuitive for users. And it seems like Microsoft Teams or Zoom has a richer web conferencing interface than GoToConnect does. For instance in Zoom you can do more things when you're in a video conference that allows the experience to be more full featured, such as break out rooms. I'd like to see more development done to keep up with the industry leaders. Also sometimes when talking over the app the conversation can be choppy leading to an unhappy user experience.
Recommendations to others considering the product:
It's a very complete system with manageable costs and great support. Highly recommended.
What problems are you solving with the product? What benefits have you realized?
It allows our employees to communicate easier with each other. We have cut down on the amount of dedicated cell phones we have to buy for our employees. Now they can either use their personal cell phones with the GoToConnect app loaded or use their computer to make calls, send texts, etc. Many of our employees have embraced this well. Others it's still a struggle to get them to change their behavior. It has also allowed us to consolidate many separate bills into a single invoice that we pay every month. This allows us to control our costs better as we know where our money is being allocated to.
