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 FluentStream Technologies
I have tried a few programs over the years to record and track calls and this one is by far the best. Easy to use and more functions than I will ever use. I love the reporting options. There was one particular scenario that comes to mind where I was glad to have FluentCloud. I had a client that was really really angry, cussing, yelling, threatening suit, etc. because he had gone to an appointment almost 2 hours away and when he got there the woman told him that we forced her to schedule the appointment, that we were pushy and rude and she just wanted to get off the phone. Thankfully I found the recording and was able to prove to him that she DID schedule the appointment but she also picked the day and time, answered all of the questions and took absolutely no persuasion at all. Basically it was an easy close. The client couldn't believe it and still to this day he is my client.
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 FluentStream Technologies
FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us. Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly. Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user. 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 FluentStream Technologies
There are times when calls are really garbled, there was a couple months there that we couldn't listen to any of the recordings because they were not decipherable. They changed something recently where now when you are listening to a recording and you hit pause it takes you back to the beginning when you start again rather than just continuing where you left off. That is a pain in the butt because I have to pause quite often for interruptions. 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 FluentStream Technologies
At this time there our research has found that feature for feature there isn't a better solution for our needs at this cost point. We have had great success and don't foresee a need to change
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 FluentStream Technologies
Reliability and Availability AWAYS available to assist when I call. I could not be happier about that!
Read full review FluentStream Technologies
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 FluentStream Technologies
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.
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In-Person Training The in-person was done by phone and was GREAT!
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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
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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.
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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.
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I have used others besides what is listed below but FluentCloud is by far the best I have used, especially when it comes to tracking and reporting call volume and production of our calls. Being a call center that is production based on call volume having something like FluentCloud is essential.
Read full review Contract Terms and Pricing Model Did not assist in the purchase of this system.
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Scalability Giving a neutral answer as this is something we do not need and therefore do not utilize.
Read full review FluentStream Technologies
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 FluentStream Technologies
FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable. The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use. Read full review ScreenShots