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GoTo Contact Center

goto.com

From $29.95/mo WebWindowsmacOSiOSAndroidAPI
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Spec score 8.9 #8 of 122 in Call Center Software

What it is

GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.

Spec sheet

What it does
GoTo Contact Center is a cloud-based, AI-powered omnichannel contact-center platform for customer communications and agent performance.Read 15 Oct 2026 · goto.com
Product
GoTo Contact Center is an all-in-one, AI-powered cloud contact center solution.Read 9 Oct 2026 · goto.com
API
GoTo publishes APIs for calls, messaging, call events, queue analytics, contact-center agent history, phone administration and webhooks.Read 15 Oct 2026 · developer.goto.com
Integrations
Published integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow.Read 15 Oct 2026 · goto.com
Mobile apps
GoTo's download center lists mobile apps for iOS and Android.Read 9 Oct 2026 · goto.com
Support
GoTo Connect plans include 24/7 customer support.Read 9 Oct 2026 · goto.com
Headquarters
Boston, Massachusetts, United StatesRead 28 Sep 2026 · goto.com
Agent channels
Agents can handle voice, video, chat, SMS and social interactions in the platform.Read 15 Oct 2026 · goto.com
Agent coaching
Supervisors can monitor and coach agents using call monitoring and coaching tools.Read 9 Oct 2026 · goto.com
Agent dashboards
Agent dashboards show KPIs, talk time, hold time and queue status.Read 15 Oct 2026 · goto.com
AI functions
AI capabilities include call summaries, transcriptions, topic detection, sentiment analysis, chat analysis and AI quality management.Read 15 Oct 2026 · goto.com
AI tools
AI features include chat analysis, call summaries, transcripts, topics, and sentiment capabilities.Read 9 Oct 2026 · goto.com
Analytics
Reporting includes real-time and historical metrics, queue times, agent availability, call outcomes and export to CSV, PDF or PNG.Read 15 Oct 2026 · goto.com
API changelog
The developer changelog records a September 2026 Call Events Report update adding provider fields and a historical contact-center agent-status endpoint released April 10, 2026.Read 15 Oct 2026 · developer.goto.com
Availability
GoTo describes Contact Center as cloud-based and reports 99.999% availability on its product page.Read 9 Oct 2026 · goto.com
Availability claim
GoTo advertises 99.999% availability for its contact-center offering.Read 15 Oct 2026 · goto.com
Call handling
Features include intelligent call routing and callback queues to direct customers and reduce wait times.Read 9 Oct 2026 · goto.com
Call monitoring
Listen, whisper and barge modes support supervisor coaching.Read 15 Oct 2026 · goto.com
Callback queues
Callback queues let callers keep their place without remaining on hold.Read 15 Oct 2026 · goto.com
Channels
The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys.Read 9 Oct 2026 · goto.com
Company history
Gartner lists GoTo's year founded as 2003 and its parent company as Francisco Partners.Read 15 Oct 2026 · gartner.com
Company scale
LinkedIn lists GoTo as a privately held Boston software company with 1,001–5,000 employees and headquarters at 333 Summer Street.Read 15 Oct 2026 · linkedin.com
Desktop apps
GoTo's download center lists desktop apps for Mac and Windows.Read 9 Oct 2026 · goto.com
Digital channel scope
omnichannelRead 23 Sep 2026 · goto.com
Documentation
GoTo provides a developer portal with guides, API references, status information and a changelog, plus a separate support site and community forum.Read 15 Oct 2026 · developer.goto.com
Inbound calling
YesRead 23 Sep 2026 · goto.com
Intelligent routing
Supervisors can route callers to appropriate destinations using intelligent call-routing rules.Read 15 Oct 2026 · goto.com
IVR and dial plans
IT administrators can build drag-and-drop dial plans and interactive voice-response menus.Read 15 Oct 2026 · goto.com
IVR builder
YesRead 23 Sep 2026 · goto.com
Licence
GoTo and its licensors retain proprietary rights in the services and related intellectual property, so it is not open source.Read 15 Oct 2026 · goto.com
Limit: app complaints
Google Play reviews include reports of stale call logs, slow loading, contact-list problems and calls interrupting active cellular calls.Read 15 Oct 2026 · play.google.com
Limit: mobile app
TrustRadius reviewers describe mobile reliability problems and missing functions such as call parking.Read 15 Oct 2026 · trustradius.com
Limit: pricing and competition
Software Advice summarizes complaints about confusing interfaces, buggy mobile behavior and pricing that is less competitive than alternatives.Read 15 Oct 2026 · softwareadvice.com
Limit: reporting depth
TrustRadius reviewers report that analytics can be basic, difficult to customize and dependent on CSV exports for deeper reporting.Read 15 Oct 2026 · trustradius.com
Limit: support and outages
Gartner reviewers mention slow support, call-quality or disconnection incidents and added costs for advanced features.Read 15 Oct 2026 · gartner.com
Limits
The Contact Center plan lists a shared contact limit of 250,000.Read 9 Oct 2026 · goto.com
Messaging API
Messaging V2 supports SMS, WhatsApp, email, Facebook Messenger, Instagram and web chat, with event subscriptions.Read 15 Oct 2026 · developer.goto.com
Outbound dialer
The product includes an outbound dialer for automating sales calls.Read 15 Oct 2026 · goto.com
Praise: ease and reliability
G2 reviewers repeatedly praise ease of use, reliable call quality, easy setup and customer support.Read 15 Oct 2026 · g2.com
Praise: routing and administration
TrustRadius reviewers commonly praise intuitive administration, reliable call quality and flexible routing or dial plans.Read 15 Oct 2026 · trustradius.com
Pre-saved messages
Agents can use prerecorded voicemail and saved text responses.Read 15 Oct 2026 · goto.com
Pricing
The Contact Center plan page directs prospective customers to contact sales and does not display a price in the page content reviewed.Read 9 Oct 2026 · goto.com
Rating on Apple App Store
4.8 out of 5 from 143,000 ratingsRead 15 Oct 2026 · apps.apple.com
Rating on Capterra
4.5 out of 5 from 671 reviewsRead 15 Oct 2026 · capterra.com
Rating on Chrome Web Store
4.1 out of 5 from 18 ratingsRead 15 Oct 2026 · chromewebstore.google.com
Rating on G2
4.4 out of 5 from 1,422 reviewsRead 15 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.4 out of 5 from 0 reviewsRead 15 Oct 2026 · gartner.com
Rating on Google Play
4.8 out of 5 from 153,000 reviewsRead 15 Oct 2026 · play.google.com
Rating on Software Advice
4.5 out of 5 from 671 reviewsRead 15 Oct 2026 · softwareadvice.com
Rating on Trustpilot
2 out of 5 from 5,204 reviewsRead 15 Oct 2026 · trustpilot.com
Rating on TrustRadius
8 out of 10 from 504 reviews and ratingsRead 15 Oct 2026 · trustradius.com
Security and compliance
GoTo's trust center provides compliance and control documents, privacy information, AI-governance material, security information and a status-page link.Read 15 Oct 2026 · goto.com
Self-hosting
The service is delivered as hosted SaaS and the published materials do not describe a self-hosted deployment.Read 15 Oct 2026 · goto.com
System requirements
The GoTo desktop application supports Windows 10 or later and macOS 11 or later; a web version is also available.Read 15 Oct 2026 · support.goto.com

Plans and prices

Contact Center Priced on request Everything in CX · AI chat analysis · agent dashboard and softphone · skills, tagging and priority routing · callbacks and autodialer · monitoring, coaching and co-browsing Read 15 Oct 2026 · goto.com
GoTo Connect $29.95 a month per user, per month for 1–4 users Most calling and collaboration features · cloud PBX · custom routing · video meetings · desktop and mobile apps Read 15 Oct 2026 · techradar.com

Every GoTo Contact Center plan and price →

Strong points and limits

Strong points

  • Supports inbound and outbound calling.
  • Includes IVR and custom call routing.
  • AI tools include summaries, transcripts and sentiment.
  • Available on web, desktop and mobile.
  • 24/7 customer support is included in GoTo Connect plans.

Limits

  • No free plan is available.
  • Pricing is available on request.
  • Shared contact limit is 250,000.

Who it suits

It suits contact center teams handling inbound and outbound calls alongside digital channels. Supervisors who need agent monitoring, coaching and reporting tools may also find its listed functions relevant.

Verdict

GoTo Contact Center brings calling, routing, agent oversight and AI tools into a cloud service with web, desktop and mobile access. The price is not displayed, so prospective customers must contact sales.

Where Specifiction places it

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