Amazon Connect vs. Broadvoice

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Broadvoice
Score 8.8 out of 10
N/A
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
$10
monthly, 12 or 36 months per seat
Pricing
Amazon ConnectBroadvoice
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
b-hive Standard Seat - Call Paths
$7
per month
b-hive Metered Seat Cloud PBX
$10
per month per user
b-hive Pro Seat - Call Paths
$10
per month
SIP Trunking - Metered
$11
per month per user
SIP Trunking - Unlimited
$17
per month per user
b-hive Standard Seat Cloud PBX
$18
per month per user
b-hive Pro Seat Cloud PBX
$23
per month per user
Contact Center
Contact Sales
Offerings
Pricing Offerings
Amazon ConnectBroadvoice
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing Based on 3 Year Terms
More Pricing Information
Features
Amazon ConnectBroadvoice
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Broadvoice
-
Ratings
Agent dashboard5.44 Ratings00 Ratings
Validate callers7.24 Ratings00 Ratings
Outbound response7.24 Ratings00 Ratings
Call forwarding7.14 Ratings00 Ratings
Click-to-call (CTC)7.24 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.23 Ratings00 Ratings
Interactive voice response6.24 Ratings00 Ratings
REST APIs9.03 Ratings00 Ratings
Call scripts5.44 Ratings00 Ratings
Call tracking7.24 Ratings00 Ratings
Multichannel integration9.14 Ratings00 Ratings
CRM software integration8.94 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
6.0
4 Ratings
32% below category average
Broadvoice
-
Ratings
Inbound call routing9.04 Ratings00 Ratings
Omnichannel inbound routing5.44 Ratings00 Ratings
Recording7.24 Ratings00 Ratings
Quality management7.14 Ratings00 Ratings
Call analytics3.64 Ratings00 Ratings
Historical reporting5.44 Ratings00 Ratings
Live reporting5.44 Ratings00 Ratings
Customer surveys5.34 Ratings00 Ratings
Customer interaction analytics5.34 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
8.1
85 Ratings
1% above category average
High quality audio00 Ratings8.184 Ratings
High quality video00 Ratings8.125 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
8.1
17 Ratings
4% above category average
Desktop sharing00 Ratings8.117 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
7.5
16 Ratings
6% below category average
Calendar integration00 Ratings7.712 Ratings
Meeting initiation00 Ratings7.514 Ratings
Record meetings / events00 Ratings7.411 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
7.3
13 Ratings
5% below category average
Live chat00 Ratings7.313 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
8.0
28 Ratings
5% above category average
User authentication00 Ratings8.125 Ratings
Participant roles & permissions00 Ratings7.927 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
8.3
89 Ratings
2% above category average
Hosted PBX00 Ratings8.456 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.340 Ratings
Directory of employee names00 Ratings8.373 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
8.2
112 Ratings
1% above category average
Answering rules00 Ratings8.395 Ratings
Call recording00 Ratings8.366 Ratings
Call park00 Ratings8.386 Ratings
Call screening00 Ratings8.378 Ratings
Message alerts00 Ratings8.590 Ratings
Business SMS/External Messaging00 Ratings7.638 Ratings
Online Fax00 Ratings8.251 Ratings
Voicemail Transcription00 Ratings7.761 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
7.8
82 Ratings
7% below category average
Mobile app for iOS00 Ratings7.776 Ratings
Mobile app for Android00 Ratings7.943 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Amazon Connect
-
Ratings
Broadvoice
7.7
38 Ratings
1% above category average
Centralized communications management00 Ratings8.432 Ratings
Team messaging00 Ratings7.721 Ratings
Team document sharing00 Ratings7.110 Ratings
Call and meeting analytics00 Ratings7.619 Ratings
Best Alternatives
Amazon ConnectBroadvoice
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectBroadvoice
Likelihood to Recommend
7.2
(4 ratings)
9.2
(256 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(15 ratings)
Usability
-
(0 ratings)
8.6
(13 ratings)
Availability
-
(0 ratings)
8.6
(2 ratings)
Performance
-
(0 ratings)
7.3
(2 ratings)
Support Rating
-
(0 ratings)
8.5
(14 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
-
(0 ratings)
8.4
(2 ratings)
Implementation Rating
-
(0 ratings)
7.7
(7 ratings)
Configurability
-
(0 ratings)
6.8
(2 ratings)
Product Scalability
-
(0 ratings)
5.9
(2 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
Amazon ConnectBroadvoice
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Read full review
Broadvoice
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
Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
Read full review
Broadvoice
  • 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
Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
Read full review
Broadvoice
  • When changing users on the URL page there are some steps that can be a bit clunky based on the type of phone you're using.
  • Separating users devices into multiple locations inside the URL is nice but you're not able to move those users around if they do change spots in the company.
  • For some reason within the b-hive mobile app if I miss a call and then go into the app to check the call and exit the app I still show a notification icon constantly. It seems to be related to the the Chat portion of the app. If you go to that part of the app and refresh when you exit the app the notification icon is gone.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
Broadvoice
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
Usability
Amazon AWS
No answers on this topic
Broadvoice
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
Reliability and Availability
Amazon AWS
No answers on this topic
Broadvoice
AWAYS available to assist when I call. I could not be happier about that!
Read full review
Performance
Amazon AWS
No answers on this topic
Broadvoice
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
Support Rating
Amazon AWS
No answers on this topic
Broadvoice
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
In-Person Training
Amazon AWS
No answers on this topic
Broadvoice
The in-person was done by phone and was GREAT!
Read full review
Online Training
Amazon AWS
No answers on this topic
Broadvoice
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
Implementation Rating
Amazon AWS
No answers on this topic
Broadvoice
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
Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
Read full review
Broadvoice
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
Contract Terms and Pricing Model
Amazon AWS
No answers on this topic
Broadvoice
Did not assist in the purchase of this system.
Read full review
Scalability
Amazon AWS
No answers on this topic
Broadvoice
Giving a neutral answer as this is something we do not need and therefore do not utilize.
Read full review
Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
Read full review
Broadvoice
  • We have pretty much cut our phone service bill in half compared to our previous provider.
  • The reliability of the system has reduced downtime to null.
  • Communication, communication, communication is a must for any organization. Broadvoice has met all our expectations plus. Well worth the investment.
Read full review
ScreenShots

Broadvoice Screenshots

Screenshot of Call routing rules to manage holidays, and off-hours.Screenshot of Inbound call routing with automated menus and announcements, like a large business.Screenshot of User accounts can be added, removed, and managed from this interface.Screenshot of A detailed view of call history with detailed call reports.Screenshot of Video conference with up to 50 users with b-hive Communicator.Screenshot of Group messaging and file sharing to keep internal teams connected.