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 Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
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 Call Flow, ACD and IVR. Dynamic platform with the possibility to integrate with the client existing solution. Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module. Read full review Cons 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 The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions. The email module needs a little more work. 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 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 Reliability and Availability AWAYS available to assist when I call. I could not be happier about that!
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 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 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 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 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 CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching). OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution. Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Read full review Contract Terms and Pricing Model Did not assist in the purchase of this system.
Read full review Scalability Giving a neutral answer as this is something we do not need and therefore do not utilize.
Read full review Return on Investment 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 It has a low initial CAPEX It has low maintenance The manufacterer support can be a considerable cost. Read full review ScreenShots