We are happy to share some insights about GoTo drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases.
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated GoTo and in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the Digital Communications Basic Suite Buyers Guide, our analysis classified GoTo as a provider of Merit, receiving an overall grade of B++ with a 76.4% performance. GoTo’s best
grouped results came in Product Experience at 79.7% performance and a B++ grade due in part to its A- in Capability. In Customer Experience, GoTo received a B grade with a 65.5% performance due to its 66.4% performance in TCO/ROI.
GoTo’s B++ grade in Product Experience was impacted by its 72.1% performance in Adaptability, where it could enhance its process integration capabilities. Customer Experience was impacted by its 64.6% performance in Validation, where it should report suitable references and case studies and provide more information towards the breadth of services offered.
GoTo performed best in Product Experience with a B++ grade, notably receiving an A- in Capability due to its collaboration and support functions for the platform. In Capability, it also showcased current investments in making platform improvements. GoTo provided adequate information for preparing business cases, leading to its B in TCO/ROI for its Customer Experience.
In the Digital Communications Premium Suite Buyers Guide, our analysis classified GoTo as a provider of Merit, receiving an overall grade of B++ with a 78.3% performance. GoTo’s best
grouped results came in Product Experience with an 80.3% performance and a B++ grade due in part to its A- in Capability. In Customer Experience, GoTo received a B grade with a 65.5% performance due to its 66.4% performance in TCO/ROI.
GoTo’s B++ grade in Product Experience was impacted by its B+ in Adaptability, where it could enhance its process integration capabilities. Customer Experience was impacted by its B in Validation, where it should report suitable references and case studies and provide more information regarding the breadth of services offered.
GoTo performed best in Product Experience with a B++ grade, notably in Capability, receiving an A- due to its collaboration and support functions for the platform, and the detailed information available on current investments in platform improvements. GoTo provided adequate information for preparing business cases, leading to its B in TCO/ROI.
GoTo did not meet the inclusion criteria for the Digital Communications Overall and Digital Communications Platform Buyers Guides and thus was not included.
This assessment was based on GoTo Connect, GoTo Meeting, GoTo Webinar, GoTo Training v. March 2024, and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
ISG Software Research
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