Name: GoTo Business Communications
Brand: GoTo

Question 1

What is GoTo and what does the platform cover?

Accepted Answer

GoTo is a unified business communications and IT management platform combining UCaaS (GoTo Connect), CCaaS (GoTo Contact Center), customer engagement tools, and IT remote support (GoTo Resolve, Rescue, Central) under a single vendor and admin interface. The platform is designed for SMB and mid-market organizations that want to consolidate communications and IT operations without managing multiple vendor relationships. GoTo Connect provides cloud PBX with 100+ phone features — call queues, ring groups, auto attendants, call recording, SMS, visual fax, and international calling in 50+ countries — with a drag-and-drop dial plan editor that non-technical administrators can manage without IT department involvement. GoTo Contact Center adds omnichannel CCaaS capabilities — voice, SMS, social, and webchat in a unified inbox with real-time dashboards, agent/supervisor tools, and AI analytics. GoTo Resolve delivers all-in-one IT management including remote support, RMM, patch management, conversational ticketing in Microsoft Teams and Slack, and zero trust access. The combination is differentiated for organizations that want UCaaS, CCaaS, customer engagement, and IT support from a single platform rather than stitching together separate vendors.

Question 2

How does GoTo Connect integrate with Microsoft Teams and what are the three deployment options?

Accepted Answer

GoTo Connect offers three distinct Microsoft Teams integration architectures, allowing organizations to choose based on their existing Microsoft licensing and preferred user experience. The Embedded App (Full Integration) places the complete GoTo Connect phone system directly inside the Teams interface — users make and receive calls, manage voicemail, access call history, and use all GoTo phone features without leaving Teams and without purchasing additional Microsoft Calling Plan licenses. The Phone App (Hybrid) runs GoTo Connect as a side-by-side application within Teams, suitable for organizations that want GoTo's advanced phone features available alongside Teams collaboration tools. Team Connector (Direct Routing) uses GoTo as the PSTN provider for Microsoft Teams Phone through Direct Routing — appropriate for organizations already licensed for Teams Phone who want GoTo's carrier infrastructure and call management features behind Teams. All three options deliver GoTo Connect's full feature set — including call queues, ring groups, auto attendants, call recording, and the dial plan editor — without requiring additional Microsoft Calling Plan licenses. This is a material cost consideration for multi-user deployments where per-user Microsoft Calling Plan fees would otherwise apply.

Question 3

What AI capabilities does GoTo offer for contact center operations?

Accepted Answer

GoTo Contact Center AI Optimization includes three distinct AI capabilities available as an add-on to GoTo Contact Center. Interaction Summaries automatically generates structured post-call summaries after each queue call — eliminating manual note-taking and reducing after-call work time for agents. Supervisor Recovery monitors calls in real time and alerts supervisors when negative customer sentiment is detected — enabling intervention before a conversation escalates to a complaint or abandonment. Sentiment and Topic Detection provides historical analysis of call trends, customer intent patterns, and issue categories across the contact center operation — giving managers visibility into systemic issues and coaching opportunities without manual call review. AI Quality Management is a separate add-on that automatically reviews all queue calls using AI scoring criteria covering compliance, positivity, helpfulness, and professionalism — GoTo reports 50%+ improvement in quality of care for customers using this feature. Together these capabilities replace manual QA sampling and supervisor monitoring with automated, comprehensive coverage across the full call volume. For SMB and mid-market contact centers that cannot staff a dedicated QA team, AI Quality Management in particular provides enterprise-level quality oversight at a fraction of the cost.

Question 4

What is Rescue by LogMeIn and how does it differ from GoTo Resolve?

Accepted Answer

Rescue by LogMeIn is GoTo's enterprise-grade remote support product — designed for large IT organizations, MSPs, and help desks supporting external customers and complex enterprise environments. Rescue provides remote control of desktops and mobile devices (iOS and Android) with AES-256 encryption, TLS 1.2, 99.99% uptime SLA, and deep integrations with ServiceNow, Salesforce, and Microsoft. Rescue is optimized for high-volume, high-security support operations — the Cognizant case study documents 734 technicians handling 44,000 sessions per month, with a 14% reduction in average handling time, first-level resolution improving from 76% to 83%, and 97% CSAT across 500+ technicians. GoTo Resolve is GoTo's all-in-one IT management platform targeting internal IT departments and MSPs managing a known device fleet — combining remote support with RMM (remote monitoring and management), patch management, zero trust access, remote execution, camera sharing for hardware issues, and conversational ticketing integrated directly into Microsoft Teams and Slack. The practical distinction: Rescue is the choice for external customer-facing support operations requiring enterprise scale and security; GoTo Resolve is the choice for internal IT management where unified RMM, endpoint monitoring, and helpdesk ticketing in a single platform reduces tool sprawl.

Question 5

What compliance and security certifications does GoTo hold?

Accepted Answer

GoTo maintains enterprise-grade security and compliance across the platform. Encryption standards include AES-256 for data at rest and in transit, TLS 1.2 for all connections, and end-to-end encryption options for remote support sessions through Rescue. GoTo is GDPR compliant with data processing agreements available for EU and EEA customers. GoTo Connect and GoTo Contact Center support HIPAA-eligible deployments for healthcare organizations — with Business Associate Agreement (BAA) support for covered entities and business associates. The platform implements zero trust access principles in GoTo Resolve, multi-factor authentication (MFA) across all products, and role-based access control for administrative functions. GoTo holds SOC 2 Type II attestation for its cloud services. Security features in Rescue include session recording, audit logs, technician authentication, and permission-based remote control — supporting the compliance requirements of regulated industries including financial services, healthcare, and insurance. GoTo has received TrustRadius Best Feature Set and Best Relationship awards reflecting independent customer validation of product quality and vendor support experience.

Question 6

Is GoTo the right fit for automotive dealerships and insurance organizations specifically?

Accepted Answer

GoTo has documented deployments in automotive and insurance verticals with measurable outcomes. Ewing Automotive Group (Plano, TX) operates 4 dealerships with 650 employees — after implementing GoTo Connect and Contact Center they handle 12,000–13,000 calls per month with an average answer time of 13 seconds, reduced missed calls from 85% to 15%, and save approximately $4,000 per year through self-managed administration (no IT department required for dial plan changes). Go Insurance (Edmonton, Canada) manages 40+ dealerships and 22 insurance brands — they selected GoTo Connect with Contact Center specifically for integration with blueButler, a broker management system widely used in Canadian insurance operations, and executed a rapid rollout during COVID. The automotive and insurance fit is driven by several GoTo characteristics: the mobile app that keeps employees reachable without exposing personal numbers, the ability to manage call routing changes without IT involvement (critical for high-turnover dealership environments), the blueButler CRM integration for insurance, and the GoTo Customer Engagement add-on for outbound SMS campaigns relevant to service department follow-up and insurance renewal outreach.

Question 7

Does going through Fibi change my GoTo contract or pricing?

Accepted Answer

No. Your contract is with GoTo — Fibi is not a party to it. GoTo maintains the same base pricing whether you engage through a direct GoTo representative or through an independent advisor like Fibi. In practice, Fibi typically achieves equal or better pricing through volume relationships and by presenting GoTo alongside competing UCaaS and CCaaS platforms (RingCentral, Zoom, 8x8, Nextiva) to create competitive context. GoTo's advisory is funded by a commission GoTo pays from their existing sales budget — it does not appear on your invoice. For organizations evaluating UCaaS with integrated CCaaS, Fibi can run a side-by-side comparison of GoTo's unified platform against separate UCaaS and CCaaS vendors, accounting for total cost of ownership across licensing, integration, and administration.

Aspect	GoTo Direct	GoTo Through Fibi
Pricing	Standard list rates	Volume-negotiated — equal or better
Platform comparison	GoTo portfolio only	GoTo vs RingCentral, Zoom, 8x8, Nextiva side by side
Quote turnaround	3–10 business days	24–48 hours across all relevant platforms
Contract support	GoTo account executive	Independent advisor representing you
MS Teams fit	GoTo Teams options only	GoTo vs other Teams-native alternatives evaluated
Post-go-live support	GoTo 24/7 support (included)	Fibi escalation + GoTo 24/7 support
Advisory fee	N/A	$0 — carrier-funded
Multi-location mgmt	GoTo account team	Single Fibi contact, all sites and products

GoTo —
UCaaS, Contact Center & IT Management

GoTo Platform Services

GoTo Connect — UCaaS · 100+ Phone Features · 50+ Countries

GoTo Contact Center — CCaaS · Omnichannel · Real-Time Dashboards

Contact Center AI Optimization — Interaction Summaries · Sentiment · Supervisor Recovery

AI Quality Management — Automated QA · Compliance · 50%+ Quality Improvement

GoTo Customer Engagement — SMS Campaigns · Shared Contacts · Centralized Inbox

GoTo Meeting & GoTo Webinar — Video Conferencing & Webinars

GoTo Resolve — All-in-One IT Management · RMM · Ticketing in Teams & Slack

Rescue by LogMeIn — Enterprise Remote Support · AES-256 · 99.99% SLA

Central — RMM · Patch Management · IT Automation

Microsoft Teams Integration — 3 Architectures · No Extra MS Licenses Required

Customer Outcomes

Who GoTo Serves Best

SMB & Mid-Market: Unified Comms + IT

Automotive, Insurance & Multi-Location

Microsoft Teams Organizations

Enterprise-Grade Security

GoTo Direct vs. GoTo Through Fibi

Common Questions About GoTo

Ready to Explore GoTo for Your Business?

GoTo —UCaaS, Contact Center & IT Management