GoTo Connect Pricing Overview

We originally used Jive Communications, which was acquired by LogMeIn / GoTo. I cannot speak to the ease of a new deployment at present, but before the buyout, it was easy enough to transition from our previous provider to Jive. The issues we did have were entirely on the previous provider dragging their feet on releasing the phone numbers. While I am not the primary person who does phone configuration, I am frequently in the PBX administration area to make smaller changes and check things. The administration panel is fairly straightforward to use, and the amount of things you can customize and get the system to do is powerful, without requiring advanced program knowledge. Further, users can configure their personal dial plans using their own web interface (more on that later). A particular strong point of the administration panel is the creation of dial plans. Everything is plotted out visually and connected via lines. It can get confusing for huge dial plans, but is also WAY better than anything else I can think of to handle complicated auto-attendant setups, etc. Our main line's dial plan works with schedule objects to ring certain areas or people at certain times of day, on certain days of the week. It can prefix Caller ID (we prefix "IT-" on all calls to the helpdesk phone number, for example), you can easily create phone trees, etc. There are a handful of things that must be changed directly on the phone in certain situations, but those are one-offs, and I, unfortunately, cannot expand upon those situations, as I am not the one who makes those configuration changes. I believe anything that involves changing the functions of buttons on the phones themselves requires some modification to the phone, either directly or via the phone's own configuration interface. For example, we changed our Polycom phones' "Line 2" button to a "Messages" button that dials the voicemail star code. That required a bit of manual intervention on our part. Setting some of the more advanced phones up to monitor the status of certain others' lines also required some manual intervention via the phone's web interface. GoTo is generally quick to post status updates if there is an issue, and they are very proactive with downtime/problem notices. Unlike many other services we interface with, GoTo's Atlassian Status Page is configured to allow subscriptions to ALL events as they happen, and not limited to having to sign up for an event after it starts (or we're at least grandfathered in if that has changed.) This leads to us knowing about potential issues before they're even felt in our environment. Service issues that affect our environment are rare, maybe a couple of times a year. Our previous provider had at least one major issue per month. GoTo also has a decent softphone app for smartphones and a web interface and app (which is essentially a wrapper for the web interface) for desktops as well, which work with a standard PC headset. Users can change several options of their own, including their own dial plan ("Find me / Follow me") to dictate what happens if they don't answer, ring multiple lines at once, go directly to voicemail, the duration of ringing, etc.) We have had users that needed to temporarily swap into other offices use the softphone instead of needing to move physical phones around. The software also integrates into Google Chrome, Microsoft Edge, and Outlook. GoTo also has the ability for every DID phone number to receive faxes (which are e-mailed to the user associated with that line) and the ability to send outgoing faxes via e-mail. These are handy perks. Audio quality is very good, though part of that may be the phones themselves. We left old Cisco VoIP phones coming from our previous provider and switched to Polycom phones on Jive (now GoTo Connect) and the change in call quality was *dramatic.* They also have meeting rooms integrated into the GoTo app, but this functionality is wasted on us almost all the time, as we use Teams for internal meetings, and our current online classroom provider forces the use of Zoom for online classes.

I am not in charge or even in the loop very much as far as purchasing for our IT department. I don't know any numbers as far as how much the service costs. However, in chatting in passing with the IT director, I believe I've heard that the price amongst GoTo's peers (while not bad) is also not exceptional. I find that the Microsoft Teams connector for GoTo being a paid integration while ALSO requiring Microsoft's phone system add-on license or A5/E5 (depending on your sector) is very irritating. I can't imagine needing that functionality enough to pay both an increased cost to GoTo and dramatically increased cost to Microsoft, at least not for anyone who is currently on anything less than A5/E5. However, some of us do use the bot integration with Teams, which can provide some voicemail notifications and other minor convenience features. While some parts of the admin interface are very straightforward, some other things can be a bit harder to locate, mostly because they are redundant. I finally understand the logic separating "devices" and "Hardware" even though they sound like they'd perform the same function. There are "Extensions Overview" "Lines" and "Phone Numbers" all dealing with some aspect of internal and external phone numbers. It does make sense to have DID phone numbers separate in the "Phone Numbers" view, but it all seems a bit too spread out and redundant. I feel like the old (but much less polished) admin panel had a simpler layout. I only remember it having "Lines/Extensions" and "Phone Numbers". The app for desktop PCs sometimes seems to forget that it's connected for me, failing to ring. Thankfully my desk phone is unaffected, but this prevents me from opting to go app-only for calls. I feel like support is a bit lower quality than it was with Jive, but perhaps I need to go about it differently. If the support were anything like it was before the buyout, I'd give Jive a 9 or 10/10, instead of an 8/10

I don't know that I could say that GoTo Connect is really helping to solve any particular problem other than the general problem of needing a phone service. In-house PBX/VBX looks to be very complicated to maintain, and our small IT department gets a much better value out of a cloud-hosted phone service. We wanted to get away from our previous provider when that contract ended, and Jive (now GoTo) was the most impressive and responsive of the options we considered. The ability to use the web interface on computers for calls has helped us in situations where heavy phone users, myself included, would like to use headsets. Instead of needing to buy deskphone headsets that cost hundreds of dollars. a simple $20-40 USB PC headset can do the trick, and the app's settings allow you to

Price: Jive charges a very small fee for additional l phone numbers. If your business has just a few employees and many separate phone numbers for sales, service, digital fax, toll free, etc. they are a fraction of the cost of other providers. Service: Jive's customer service is friendly & efficient. They always go the extra mile & make me feel like my business is appreciated. Quality: I've never had any technical issues with Jive's service.

Not much. I'm very satisfied with Jive's service.

Even though I am currently a one man business I'm able to have separate phone numbers for the different areas of my business. This enables me to look more professional (aka larger) and track performance by business area.

Jive's Technical Support Team The best aspect of Jive is their 24/7 support team. When you have issues with your phones, immediate support is a must have and you get that with Jive. There Technicians are able to remotely access your computer in a support environment and this allows them to really assess the ongoing issues. The second aspect of Jive that I think should be highlighted is that you get all kinds of features at the standard price and you're not nickle and dimed. If you really want to get the most out of a phone system, Jive allows you to do that without picking up additional costs. There are a lot of platforms with a small upfront price but by the time you have setup your PBX you have doubled your bill because you used basic features like Auto Attendants and Virtual Faxes. Integrations is also something that Jive seems eager to assist with. Even with cases where they don't have a known integration, their support team will often work with whatever integration you're interested in to see if they can make it happen! Jive is arguably the simplest PBX I have worked in. I also find a lot of value in the ease of which you can order new Phone numbers and then track the stats of those numbers. You could manage the efficiency of dozens of marketing programs at once at virtually no cost. Exact information as to how many people called based off of your promoted number.

Jive's implementation can be challenging. If the Admin doesn't take the time to learn Jive's system, they won't be able to effectively manage it.

Jive has allowed our office to work remotely in light of the Covid 19 Crisis. We use the GoToConnect feature for both video communication and mobile communication. On both desktop and mobile devices.

For example, I needed to keep the 2-digit extension numbers I currently have because they are printed on business cards and other places. That's just one example. Deciding to cancel during my "free 60 day trial" after determining the system will not in fact do what I need, I first sent an email requesting cancellation May 17, 2018. No response. I sent a follow up May 22 which was responded to on May 23rd saying it would be assigned to the "Resolution Team". On May 30th, I requested a status update from Customer (no)Service. C. Today, June 27, 40 days after initially requesting cancellation, I receive an email telling me I need to complete a form online, which is required to cancel, which I have now done. What a bunch of BS trying to deal with this company. Wow! Terrible.

I feel that I was misled by the sales person. I called to add a second phone and was given a very good price for the phone but was not informed that adding a second phone would double my monthly charges. I have one phone number and 1 user. Had I been advised that there would be a monthly charge for the second phone I wouldn't have made the purchase. When I contacted billing support I was transferred to the "Resolutions" department. The person I spoke with was very pleasant and professional but was unable to offer me a resolution without first "digging into it". At this point I am waiting to hear back.

There are some things that are fine about it but there are other things that aren't. It's hard to tell when individuals are on the phone. If I need to transfer a call, I can't. Most of our cell phones are the Pelicans and I can't tell if someone else is on the other line. We had many problems when we 1st started but because it was a new system. I've disappointed by that at all. The reps are always very nonprofessional and they don't try to resolve issues as quickly.

very responsive costumer service, I like shorter wait.

I did not expect to be charge a separate fee for my fax line. The fax that goes to Email has size limit, which is not good, because I cannot get faxes that are few pages long!

communications, Fax, etc..

Exceptional base features for the price exceed most business needs as compared to similar service provides who add on incremental costs and grow your service billing by significant costs.

Not for the lighthearted telephony novice. Feature rich but sometimes requires complicated dial plans to execute reasonable simple call routing selections that could be available with a few extra checkboxes.

unlimited extensions with voicemail for non-physical station based users is terrific. Call queues for simple groups services makes the simple need possible in a small business not requiring full Call Center type fatures

Since we switched from our previous carrier three months ago we have not had a single issue with our service. We did have a billing issue that was due to our phones not being configured as we originally discussed. This issue was immediately addressed and corrected. We were promptly credited the amount over charged. Their on boarding was simple and their dashboard user friendly. The customer service we feel has been exceptional. Very courteous and prompt customer service representatives. Easy to understand and be understood!

We would like the SMS to be out of Beta, so we feel confident using it.

Our previous carrier was very difficult terrible service and challenging to work with. Jive is a breath of fresh air in comparison. And we are paying a third the price of our previous carrier!.

How easy it is. Really just Plug and Play! I have implemented for two organizations and both situations were simple and worked first time.

Nothing really. We just rely on Jive for our VOIP services and it works all the time. Would like it the connection of the phones connected at 1G , however.

We have reduced our voice cost quite a bit by using Jive on our existing network. We also were pleased to find out that Jive participated in the eRate discount program since we rely a lot on these discounts even though the VOIP discounts are going away next year.