Answering Service for GoTo Connect (formerly Jive): An Overview

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GoTo Connect, formerly Jive, is a powerful communications platform designed to enhance business interactions with its advanced answering service. Offering AI-driven workflows, seamless CRM integration, and 24/7 availability, it streamlines customer support.

This article explores the answering service for GoTo Connect, its key features, and top third-party integrations for optimized business communications.

Brief History and Transformation from Jive to GoTo Connect

What started as Jive has evolved into GoTo Connect, a comprehensive communications platform offering a robust Answering Service for GoTo Connect (formerly Jive). This transformation mirrors the changing landscape of business communications, focusing on integration, simplicity, and scalability.

Today, GoTo Connect provides small, midsize, and multi-location organizations with enterprise-grade capabilities without the premium price tag.

The Role of GoTo Connect's Answering Service in Improving Business Communications

GoTo Connect streamlines business communications through its unified platform approach, featuring an advanced answering service. The company recently added over 40 new features to boost functionality and user experience. As Olga Lagunova, Chief Product and Technology Officer at GoTo, puts it: "Providing a seamless customer experience is no longer a luxury for brands, it's a necessity."

The platform excels with:

• AI-Driven Workflows: AI technologies that create more efficient customer interaction processes.
• Actionable Customer Data: Advanced analytics tools providing meaningful business insights.
• Unbeatable Reliability: 99.999% uptime supported by 20+ years of cloud experience.
• Award-Winning Support: Customer service with market-leading NPS and CSAT scores.

GoTo Connect integrates with essential business tools like Zendesk, ServiceNow, Sugar CRM, Pipedrive, Freshsales, and Freshdesk, allowing businesses to manage all communications from one platform.

Importance of an Effective Answering Service in Business Communication

An effective answering service is the backbone of exceptional business communication. As customer expectations rise, businesses need systems that manage interactions and actively analyze the customer journey. GoTo Connect's answering service creates seamless customer experiences that build brand loyalty and lasting relationships.

With growing customer data and diverse communication channels, a robust answering service like GoTo Connect helps businesses maintain quality in their customer interactions. The platform facilitates effortless interactions, improving customer satisfaction and strengthening business relationships.

Answering Services in Today's Business Environment

Answering services have changed dramatically, mainly due to AI advances. This shift comes as businesses face pressure to deliver quick, efficient, and personalized support.

Modern answering services use Contact Center AI solutions with features like sentiment and topic detection. These tools give management visibility into issues that might otherwise go unnoticed. One customer service trainer in cosmetics noted:

"Sentiment and topic detection enables us to provide visibility to upper management to identify and address negative trends or topics where we didn't have visibility before."

AI-powered answering services excel at handling high-volume interactions. During peak times when queries surge, AI systems can process multiple inquiries simultaneously, maintaining service quality under pressure.

For businesses facing today's competitive landscape, modern answering services offer efficiency, 24/7 availability, and data-driven insights that transform customer service from a cost center into a strategic advantage.

Features of the Answering Services within GoTo Connect

GoTo Connect packs a comprehensive suite of features to enhance your business communications and customer engagement. With over 40 new features recently added, including its advanced Answering Service for GoTo Connect (formerly Jive), you can streamline workflows and deliver exceptional customer experiences across multiple channels.

Multichannel Communication Capabilities

GoTo Connect lets you engage with customers through their preferred channels for a unified experience:

• WhatsApp Integration: Connect through one of the world's most popular messaging platforms, supporting text, images, videos, and voice messages. Meet customers where they already are.
• Omnichannel Support: Beyond WhatsApp, the platform supports SMS, web chat, Facebook, Instagram, and traditional voice calls, maintaining consistent customer interactions across channels.
• Shared Inbox: Manage all two-way customer communications from one central location, ensuring no customer inquiry gets missed.

AI Capabilities and Functionalities

GoTo Connect uses advanced AI to boost productivity and deliver personalized experiences:

• GoPilot Virtual Assistant: This AI-powered assistant streamlines administrative tasks and quickly addresses customer queries, freeing your team for more complex issues.
• AI Call Transcriptions: Generate accurate call records for compliance, training, and performance evaluation. Access conversation insights and identify action items quickly.
• AI Call Summaries: Get concise overviews of customer interactions, enabling data-driven decisions and a deeper understanding of customer needs.
• AI Messaging Assistant: Automatically generate personalized responses based on prior interactions for faster yet personal communication. Customize SMS content based on tone, campaign type, and call-to-action for various business scenarios.

Shared Inbox and Cloud-Based Business Phone System Details

GoTo Connect's cloud-based infrastructure delivers enterprise-grade features with remarkable reliability:

• 99.999% Uptime: Thanks to low bandwidth usage and distributed cloud architecture, the platform ensures virtually uninterrupted service.
• Unified Admin System: Manage all communication settings from a single interface, simplifying administration.
• Real-Time Closed Captioning: Make meetings more accessible with automatic audio transcription, converting speech to text in real-time.
• Personalized Voice Calls with Screen Pop: Access relevant caller information during calls for more personalized and efficient customer interactions.

Integration with CRM Systems

GoTo Connect integrates with popular CRM and business systems to enhance productivity and provide deeper customer insights:

• Zendesk Integration: Engage with customers across channels while maintaining seamless conversation history enriched with Zendesk customer data.
• ServiceNow Compatibility: Create smoother workflows, enable more efficient team collaboration, and resolve incidents quickly with comprehensive customer information.
• Additional CRM Integrations: Connect with Microsoft Dynamics, Salesforce, Zoho, HubSpot, Sugar CRM, Pipedrive, Freshsales, and Freshdesk to unify customer interactions within the GoTo application.

These integrations ensure your customer data is accessible when and where needed, eliminating silos and providing a comprehensive view of each customer relationship.

Why GoodCall is the Best Answering Service for GoTo Connect

GoodCall stands out as the top Answering Service for GoTo Connect (formerly Jive) because it perfectly complements GoTo's robust communications platform while adding personalized customer engagement. While GoTo Connect provides excellent technical infrastructure, GoodCall adds the human touch that makes a critical difference in customer satisfaction.

About GoodCall

GoodCall is a specialized answering service that integrates seamlessly with GoTo Connect's cloud phone system. This integration leverages GoTo Connect's 99.999% uptime and enterprise-grade security while adding professional call handling that enhances your customer experience.

Key Features of GoodCall

• 24/7 Professional Answering: Unlike automated systems, GoodCall provides real human representatives who handle your calls at any time, complementing GoTo Connect's technical capabilities.
• Seamless Integration: GoodCall works flawlessly with GoTo Connect's 100+ powerful features, including call routing and auto attendants, creating a unified communication solution.
• Industry-Specific Solutions: Similar to GoTo Connect's approach, GoodCall offers customized answering protocols for various industries, ensuring callers receive relevant assistance.
• Multichannel Support: While GoTo Connect CX offers engagement across WhatsApp, SMS, and social media, GoodCall ensures these interactions are managed by trained professionals who understand your business.
• CRM Integration: GoodCall integrates with the same systems as GoTo Connect (including Microsoft Dynamics, Salesforce, Zoho, HubSpot, ServiceNow, and Zendesk), ensuring consistent customer data across platforms.

Pricing Structure

GoodCall offers flexible pricing tiers that align with GoTo Connect's philosophy of value:

• Starter Package ($59 monthly): Basic answering services with limited monthly minutes, ideal for small businesses just expanding their customer service.
• Growth Package ($99 monthly): A mid-range option with expanded features and higher minute allocations, perfect for growing companies with increasing call volumes.
• Scale Package ($199 monthly): Comprehensive answering solutions with unlimited minutes and priority handling, designed for established businesses with complex customer service needs.

Each package includes customizable scripts, dedicated account management, and detailed call reporting that complements GoTo Connect's analytical capabilities.

By pairing GoTo Connect's technical excellence with GoodCall's human touch, businesses create a comprehensive communication ecosystem that handles both digital and voice interactions with equal proficiency.

Additional 5 Answering Services for GoTo Connect

Looking to enhance your GoTo Connect experience with powerful answering services? Here are five top answering services that integrate seamlessly with GoTo Connect, with detailed information to help you make an informed decision.

Ruby Receptionists

Founded in 2003, Ruby has grown to serve thousands of small businesses across North America. Their team of professional receptionists is trained to represent your business as if they were in-house staff, creating a seamless experience for callers connecting through your GoTo Connect system.

Pricing

• Ruby Essentials: Starting at $219/month for 50 receptionist minutes
• Ruby Growth: Starting at $349/month for 100 receptionist minutes
• Ruby Premium: Starting at $599/month for 200 receptionist minutes
• Custom Enterprise Plans: Available for businesses with higher volume needs

All plans include bilingual support, custom call handling, mobile app access, and business hour coverage. After-hours answering is available as an add-on service.

Pros & Cons

Pros

• Highly trained, professional receptionists who follow your custom scripts
• Seamless integration with GoTo Connect's call-forwarding features
• Mobile app allows real-time visibility into call handling
• 21-day money-back guarantee for new customers
• Handles appointment scheduling and basic customer service tasks

Cons

• Higher price point compared to some competitors
• Additional charges for exceeding monthly minute allocations can add up
• Limited 24/7 coverage options in basic packages
• It may not be cost-effective for very high call volumes

AnswerConnect

AnswerConnect provides 24/7 virtual receptionist services with a focus on sustainability and remote work. The company operates with a 100% remote workforce and maintains carbon-neutral operations. Their answering service integrates with GoTo Connect to provide continuous coverage for businesses of all sizes, specializing in industries like legal, medical, real estate, and e-commerce.

Pricing

• Startup Plan: $149/month for 70 minutes
• Small Business Plan: $249/month for 140 minutes
• Business Plan: $449/month for 280 minutes
• Corporate Plan: $749/month for 500 minutes

All plans include 24/7/365 live answering, appointment scheduling, custom greetings, and unlimited users. Seasonal plans are available for businesses with fluctuating call volumes.

Pros & Cons

Pros

• True 24/7/365 coverage with no additional fees for nights or weekends
• Environmentally conscious company policies may align with corporate values
• Seamless GoTo Connect integration with call transfer capabilities
• Industry-specific receptionist training for specialized businesses
• No setup fees or long-term contracts are required

Cons

• Per-minute rates can be high for overages
• Some users report inconsistent call quality during peak times
• Limited integration with certain CRM platforms
• Mobile app functionality is more limited than some competitors

Nexa (formerly Answer 1)

Nexa is a comprehensive answering service that offers 24/7 support with specialized solutions for different industries. They combine live virtual receptionists with AI-powered automation to handle everything from simple call routing to complex intake processes. Nexa's integration with GoTo Connect provides businesses with scalable communication solutions that can grow with their needs.

Pricing

• Essentials: $199/month for 100 minutes
• Plus: $399/month for 200 minutes
• Professional: $749/month for 400 minutes
• Enterprise: Custom pricing for high-volume needs

All plans include bilingual support, custom call scripts, and a dedicated account manager. Specialized services like appointment scheduling and payment processing are available at additional costs.

Pros & Cons

Pros

• HIPAA-compliant service options for healthcare providers
• Specialized legal intake processes for law firms
• Hybrid human/AI model improves efficiency while maintaining personalization
• Detailed call analytics that integrates with GoTo Connect's reporting
• Scalable services accommodate seasonal fluctuations

Cons

• Complex pricing structure with numerous add-ons
• Setup and onboarding can take longer than some competitors
• Higher per-minute rate for specialized services
• Some users report challenges with the web portal interface

Smith.ai

Smith.ai offers AI-enhanced virtual receptionist and chat services designed specifically for service-based businesses. Their receptionists are trained in lead qualification and intake, making them ideal for professionals who need more than basic call answering. Smith.ai integrates with GoTo Connect and over 30 CRM, calendar, and payment systems to create a unified workflow.

Pricing

• Basic: $240/month for 20 calls
• Standard: $450/month for 40 calls
• Premium: $750/month for 80 calls
• Enterprise: Custom pricing for high-volume needs

Unlike most competitors that charge by the minute, Smith.ai charges per call, with no extra fees for calls lasting up to 5 minutes. After-hours answering and outbound calling are available as add-ons.

Pros & Cons

Pros

• Lead qualification capabilities go beyond basic answering services
• Per-call pricing provides more predictable billing
• Integrates with Zapier for custom workflow automation
• Spam call blocking and filtering are included at no extra charge
• Outbound calling capabilities for appointment confirmation

Cons

• Limited coverage hours in basic plans (Monday-Friday, 6am-6pm PST)
• Higher cost per interaction compared to minute-based services
• May be overpowered for businesses needing only basic call answering
• Spanish-language support requires premium plans

PATLive

PATLive specializes in US-based virtual receptionist services with a focus on small business needs. Their 100% US-based team operates from a centralized call center in Florida, providing consistent quality control and training. PATLive integrates easily with GoTo Connect's call forwarding features and offers a straightforward approach to call handling.

Pricing

• Starter: $279/month for 100 minutes
• Advanced: $499/month for 200 minutes
• Pro: $899/month for 400 minutes
• Enterprise: $1,899/month for 1,000 minutes

All plans include 24/7 live answering, custom call scripts, appointment scheduling, and message delivery via email, text, or app notification.

Pros & Cons

Pros

• 100% US-based receptionists provide consistent English fluency
• Centralized call center ensures standardized training and quality
• Simple setup process with GoTo Connect integration
• No long-term contracts required
• Free trial available to test service quality

Cons

• Higher per-minute costs compared to some competitors
• Limited multilingual options beyond English
• Basic CRM integrations require higher-tier plans
• Mobile app receives mixed reviews for reliability

Final Takeaways

In today's fast-paced business world, your customer communications can't miss a beat. GoTo Connect services can further be enhanced by finding the best Answering Service for GoTo Connect (formerly Jive).

Paired with top third-party services like GoodCall, businesses can elevate customer interactions, streamline operations, and boost satisfaction. Investing in the right answering solution ensures efficiency, personalization, and a competitive edge in today’s digital landscape.

FAQs

How do I contact GoTo Connect?

You can contact GoTo Connect's customer support by visiting their support page and filling out the contact form. For sales inquiries, call 1-866-890-8931 between 2:00 AM and 7:00 PM (U.S. EST), Monday through Friday.

Is GoTo the same as Jive?

Yes, GoTo Connect is the rebranded name for Jive's cloud-based phone system and unified communications platform.

How much does Jive cost?

Jive's pricing starts at $19.95 per user per month for organizations with 1 to 100 users. For organizations with over 100 users, pricing is available upon request.

Is Jive GoTo Connect? Yes, Jive has been rebranded as GoTo Connect, offering a comprehensive unified communications solution.

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