Likelihood to Recommend Broadvoice is extremely robust and well-suited for a variety of contexts, but I think it excels best in tighter-knit work environments where contacting each other is the main use as opposed to receiving many incoming calls from outside guests. There have been a few instances where I think the features would conflict with user intention -- namely, having a number linked to two different phones, but one phone was meant more for receiving outside calls and the other was an office phone in the same area. Because of this, if a guest called, it would disturb the office, but if a vendor called, the guest phone would also ring, leading to confusion. I think this is an instance of the peer ecosystem conflicting with a more customer-facing need, but if a peer line needed to contact that department, it is best to have both of them ring.
Read full review Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Read full review Pros Broadvoice is excellent for customizing/tailoring to a business's specific needs. Tech Support is easy to reach, and provides consistent help. Onboarding new customers is very thorough and supportive. Changing phone systems is overwhelming and time-consuming. Broadvoice makes it as easy as possible with clear expectations and fantastic training. Read full review Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy. Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps. You can customize the call dispositions / call labels to match what's used in your CRM. Read full review Cons Well there is a problem with the connection at times. I would like to add all of my outside service people on but I can't because they need to have a phone line and extension added. I would like to have all of our staff have access through their cell phones so that if we get a message we can send it quickly to their cell phone. Read full review Java based desktop application is a pain to keep updated. The user interface for the agent desktop application is clunky and outdated. It could use a facelift. The help center for documentation isn't well organized and the documentation needs substantial editing. Read full review Likelihood to Renew Broadvoice is an ideal value. It's not the best possible IP based phone system but it's easily one of the best options if cost is a factor. We got a capable and easy to use product while lowering our costs, a total win-win.
Read full review Robust product, great reliability and support.
Read full review Usability Once the phones are operational it just works. Broadvoice will customize the phones the way you want not they way they want you to have. There are several different ringtones to choose from. Also, Broadvoice can make the volume of phone calls to stay at whatever level you set them at
Read full review UI is very user friendly and intuitive. Updates are implemented immediately.
Read full review Reliability and Availability AWAYS available to assist when I call. I could not be happier about that!
Read full review We have had minimal downtime due to system outages since it was implemented.
Read full review Performance Any issues are usually overcome fairly quickly. We don't utilize reports offered by the system - we are a small company and the monitoring that would provide is just not something we would utilize.
Read full review The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
Read full review Support Rating Laura H. our Service Coordinator was exceptionally helpful when the inevitable hiccups occurred along the way. She calmly sought out solutions that kept the project moving so that we could meet our move-out/move-in deadlines. Also, their 24/7 Business Support line is staffed with knowledgeable people that answer my questions quickly and accurately.
Read full review Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Read full review In-Person Training The in-person was done by phone and was GREAT!
Read full review Online Training Overcame obstacles of everyone being in different places. Trainer was excellent (do not remember her name!). Open to all questions no matter how technical. The feedback from my colleagues were they were happy
Read full review I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
Read full review Implementation Rating It was straightforward to set up. The phone was delivered prior to installation. The script and routing of calls were established prior to installation as well. The on-site technician installed each phone and offered training to anyone who asked. The main setup for hours, calls, and extensions was already set up via online meeting, making the phone install on-site a seamless experience.
Read full review The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
Read full review Alternatives Considered We used Comcast mobility lines for years, but compared to Broadvoice, they have a long way to go. I would sometimes have to call Comcast because their website wouldn't let me connect, while their side was showing no issues.
Read full review Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Read full review Contract Terms and Pricing Model Did not assist in the purchase of this system.
Read full review We do annual renewals and it's concurrent licensing which is great.
Read full review Scalability Giving a neutral answer as this is something we do not need and therefore do not utilize.
Read full review It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
Read full review Professional Services Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
Read full review Return on Investment It has saved us so much time with having total control over our setup. It has saved us hundreds of dollars from having to make a technician travel 4 hours to us and 4 hours back for hardware issues. It has given users so much more flexibility when travelling between locations and being out of office for trade shows. Read full review Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound. Cost savings: Five9's voice over IP is less expensive than the land lines we were using. Cost savings: Five9 requires significantly less management than our previous solutions. Read full review ScreenShots