8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.
N/A
GoTo Connect
Score 7.9 out of 10
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GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.
$27
per month per user
Pricing
8x8 Contact Center
GoTo Connect
Editions & Modules
No answers on this topic
Basic
Starting at $27
per month per user
Standard
Starting at $32
per month per user
Offerings
Pricing Offerings
8x8 Contact Center
GoTo Connect
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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No-obligation month-to-month account are available, or a long-term contract is available for better deals on service pricing and hardware. GoToConnect provides all features with unlimited use. Customer & Technical support is available 24/7 to resolve any issue. A dedicated onboarding team will help to the phone system set up for any plan.
More Pricing Information
Community Pulse
8x8 Contact Center
GoTo Connect
Considered Both Products
8x8 Contact Center
Verified User
Anonymous
Chose 8x8 Contact Center
Although every platform has their pros & cons but the flexibility of omni channel communications all in one central suite of application window along with license pricing flexibility gave us a point to make our decision for 8x8 Contact Center.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of …
The right technology for the size contact center we have. The right RoI for migrating to a Cloud Contact Center. The E5 Microsoft license allowed us to leverage the 8x8 Contact Center integrations and not add additional cost for user PSTN. Able to reduce licensing across all …
Compared to something like a NICE InContact (which I have used/administered before too), 8x8 has less powerful scripting tools. However, their reliability and uptime is much better than NICE. You probably only should be looking at NICE if you have a really large CC and/or …
We selected an 8x8 contact center based on the tools available to meet our needs. 8x8 was also rated as a more stable platform than Cisco, which helped us select 8x8 for our UCaaS platform. The amount of tools available in the 8x8 Contact Center for leaders to be able to manage …
We are currently evaluating Ringcentral as a possible replacement for 8x8 when our contract is up. Pricing is similar, but the support and admin experience looks better so far with Ring Central. Go to connect lacked features for what we needed and we have moved away from it, …
We had many technical issues and functions not working correctly and very poor support to help fix these issues. 8x8 Contact Center is much more advanced.
We liked the agent experience, as well as the reporting and some of the QM & CE suites. The self-service options and customizability of contact center routing scripts was desirable. Overall when finalizing vendors 8x8 was one of the more cost-effective options between the UCaaS …
Nextiva is very comparable to 8x8 Work. We're moving to as we are moving away from 8x8 as a whole. Their pricing has increased and Nextiva offers comparable features for a fraction of the price including their contact center. The contact center features available for use are …
With 8x8 Contact Center, help is only seconds away! The features of Caller ID, Voice Mail, Recorded Calls, Missed Calls, Customer Service, and Dialpad calling from anywhere on your computer! It is fast and easy to maneuver through and the information is at your fingertips! …
We also use 8x8 for Work on a sister company. I couldn't find it in that list of products, but they use it, and as far as I know it helped the company to grow as well, just like it helped ours. The ability to "queues" was something we considered when we moved to 8x8, about 4 …
GoTo Connect was more complete and affordable than Zoom for what we needed. Much more affordable than teams, some features were sacrificed, but the overall experience is better in my opinion.
As I mentioned, the system has given us the freedom to make changes without depending on the provider. It has also given us options we couldn't imagine being possible in a telephone system. The previous system was too controlled by the provider and didn't show us any reports …
Mounds above any of the compitition. They not only beat them on price but again the customer service part in even winning the bid for us was amazing. They truley went far above any other vendor.
Honestly, we still need to use LogMeIn Rescue because of differences in use cases, and GoTo Meetings leaves a lot to be desired if you are trying to demonstrate how to use different features of Windows or Apple products.
GoTo Connect's pricing is VERY competitive, and, in my opinion, their customer service is MUCH better than Zoom's. Easy to understand their tech support agents' English, and most of their support folks are VERY well trained. You don't typically have to go into "Tier2" or …
Avaya IP office was for us a complicated and inflexible on-prem solution. It could be made to do a great many things similar to GoTo, however it was not flexible and scalable in the same way as GoTo, which is to be expected of a cloud solution. In particular, as we aimed to …
I think Resolve is easy to navigate and features are constantly being added. It is also very affordable. Easy setup and installation on endpoints with the ability to look at the system without remoting in to pull information. You can easily see where there a security gaps and …
I gave RingCentral a chance and nearly switched, but, in my opinion, their platform was terrible and their customer service worse. I understood how they were able to offer such a cheap price. They also claimed they could switch us over seamlessly, but I doubt it highly.
The faxes all come to an app that we can download and print the faxes. We have been using RingCentral before we switched to GoTo. We still have RingCentral because it is easy to download and see faxes in their app. I do find having faxes emailed is easy, but not everyone has …
We went with GoTo Connect because Mitel was removing its offering of on -premises PBX and forcing users to switch to their cloud offerings. This did not sit well with us which had us looking for alternatives. We met with many vendors and GoTo was the one that made the best …
User friendly PBX interface. The above products have a more complex and less intuitive interface design. Pricing is also a big factor, as other products can cost more compared with what GoTo offers. In addition, the access to customer support and the quality of support …
We looked at several leading phone systems, ultimately choosing GoTo Connect for functionality we thought met our needs. We ultimately thought the reception console was the best one we saw and the admin screens seemed easy to navigate. In addition, their pricing was so …
I’d recommend GoTo Connect, if you’re looking for a reliable, all-in-one communication tool. It’s user-friendly, comes with great support, and works well for teams of all sizes.
GoTo Connect serves the needs of medium-sized organizations like ours better than MS Teams. Its User Interface and call connectivity feel better than that of MS Teams. GoTo Connect was a better fit for our specific business needs, offering the right combination of telephony …
GoTo Connect came from an old system called Jive. The online PBX is one of the best I have used due to is ease of setup and configuration. GoTo Connect is a setup above the rest in this aspect.
I just discovered the GoTo Connect here in my current company, I have been using other platform before, but this app is just right for me and in my remote set up job. Since then, I never used other platform since it has features that I really like, such as recordings, …
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
I would give it a 10 out of 10 rating just because of the service and easiness it has offered us, which made our work effortless and stress-free. I do recall an instance where one of our clients' medical conditions suddenly deteriorated while he was traveling overseas. The doctors there could not understand his situation at that time. He asked them to connect with our team, and our team guided them with his medical records, and his life was saved
Tracks all inbound and outbound calls from our organization.
Gives us the ability to record and review calls.
Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Post-sale support through the online ticket system is painfully slow.
It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Making a dedicated button for "mute all" (other than yourself) for when someone "walks off before they mute"/has to quickly leave their computer....and FORGOT to Mute. Particularly when dogs are barking when someone working from home has a visitor at the door
I'd like to see some of the functionality from GoTo Webinar enabled for GoTo Connect: see who's "actively watching" vs has their computer screen on another application
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.
I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.
There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
The biggest challenge from implementation was deconstructing the mess that was our old system's config. After doing so, I believe there were primarily some methods that have worked better in the long run to implement up front, such as separating menus into separate dial plans for simpler updates, routing/re-routing.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of communication.
I have nothing personal against Broadvoice and found their team pleasant to work with. The greatest difference has been the administrative portals. Where Broadvoice was confusing and I still hadn't really been able to figure it out over a period of years past some basic functions, I still had to call to get support just to provision or update phones. With GoTo, I had a functional understanding within a week and a couple years in, it is smooth sailing and no angst when needing to update or troubleshoot an issue and I have access to everything without a phone call. It is true freedom to meet my company's needs.
Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.
The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.
