Broadvoice vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Genesys Cloud CX
Score 8.6 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
BroadvoiceGenesys Cloud CX
Editions & Modules
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
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
BroadvoiceGenesys Cloud CX
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing Based on 3 Year TermsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
BroadvoiceGenesys Cloud CX
Top Pros
Top Cons
Features
BroadvoiceGenesys Cloud CX
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Broadvoice
8.1
88 Ratings
1% above category average
Genesys Cloud CX
-
Ratings
High quality audio8.187 Ratings00 Ratings
High quality video8.126 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Broadvoice
8.2
18 Ratings
5% above category average
Genesys Cloud CX
-
Ratings
Desktop sharing8.218 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Broadvoice
7.6
17 Ratings
4% below category average
Genesys Cloud CX
-
Ratings
Calendar integration7.813 Ratings00 Ratings
Meeting initiation7.615 Ratings00 Ratings
Record meetings / events7.512 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Broadvoice
7.4
14 Ratings
3% below category average
Genesys Cloud CX
-
Ratings
Live chat7.414 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Broadvoice
8.1
30 Ratings
6% above category average
Genesys Cloud CX
-
Ratings
User authentication8.227 Ratings00 Ratings
Participant roles & permissions8.029 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Broadvoice
8.3
91 Ratings
2% above category average
Genesys Cloud CX
-
Ratings
Hosted PBX8.457 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.341 Ratings00 Ratings
Directory of employee names8.375 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Broadvoice
8.2
116 Ratings
1% above category average
Genesys Cloud CX
-
Ratings
Answering rules8.399 Ratings00 Ratings
Call recording8.370 Ratings00 Ratings
Call park8.389 Ratings00 Ratings
Call screening8.380 Ratings00 Ratings
Message alerts8.593 Ratings00 Ratings
Business SMS/External Messaging7.740 Ratings00 Ratings
Online Fax8.253 Ratings00 Ratings
Voicemail Transcription7.864 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Broadvoice
7.9
85 Ratings
6% below category average
Genesys Cloud CX
-
Ratings
Mobile app for iOS7.879 Ratings00 Ratings
Mobile app for Android8.044 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Broadvoice
7.7
41 Ratings
1% above category average
Genesys Cloud CX
-
Ratings
Centralized communications management8.334 Ratings00 Ratings
Team messaging7.722 Ratings00 Ratings
Team document sharing7.311 Ratings00 Ratings
Call and meeting analytics7.721 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Broadvoice
-
Ratings
Genesys Cloud CX
8.1
391 Ratings
3% below category average
Agent dashboard00 Ratings7.9374 Ratings
Validate callers00 Ratings7.9325 Ratings
Outbound response00 Ratings7.6290 Ratings
Call forwarding00 Ratings8.3315 Ratings
Click-to-call (CTC)00 Ratings8.4254 Ratings
Warm transfer00 Ratings8.5361 Ratings
Predictive dialing00 Ratings7.8215 Ratings
Interactive voice response00 Ratings8.3308 Ratings
REST APIs00 Ratings8.2258 Ratings
Call scripts00 Ratings8.3287 Ratings
Call tracking00 Ratings8.5351 Ratings
Multichannel integration00 Ratings8.3283 Ratings
CRM software integration00 Ratings7.8273 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Broadvoice
-
Ratings
Genesys Cloud CX
7.8
371 Ratings
5% below category average
Inbound call routing00 Ratings8.5346 Ratings
Omnichannel inbound routing00 Ratings8.1264 Ratings
Recording00 Ratings8.5351 Ratings
Quality management00 Ratings8.0321 Ratings
Call analytics00 Ratings7.9332 Ratings
Historical reporting00 Ratings7.6345 Ratings
Live reporting00 Ratings7.8340 Ratings
Customer surveys00 Ratings6.6205 Ratings
Customer interaction analytics00 Ratings7.6247 Ratings
Best Alternatives
BroadvoiceGenesys Cloud CX
Small Businesses
Nextiva
Nextiva
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Nextiva
Nextiva
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.8 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BroadvoiceGenesys Cloud CX
Likelihood to Recommend
9.2
(259 ratings)
8.6
(415 ratings)
Likelihood to Renew
8.6
(17 ratings)
7.2
(37 ratings)
Usability
8.6
(16 ratings)
9.0
(69 ratings)
Availability
8.6
(2 ratings)
8.3
(6 ratings)
Performance
7.3
(2 ratings)
8.1
(6 ratings)
Support Rating
8.4
(15 ratings)
7.0
(98 ratings)
In-Person Training
8.3
(3 ratings)
8.3
(5 ratings)
Online Training
8.4
(2 ratings)
7.9
(11 ratings)
Implementation Rating
7.3
(8 ratings)
8.2
(19 ratings)
Configurability
6.8
(2 ratings)
8.7
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
6.5
(8 ratings)
Product Scalability
5.9
(2 ratings)
8.3
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
9.1
(2 ratings)
8.3
(7 ratings)
Vendor pre-sale
9.1
(2 ratings)
8.3
(7 ratings)
User Testimonials
BroadvoiceGenesys Cloud CX
Likelihood to Recommend
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.
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Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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Pros
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.
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Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
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Cons
Broadvoice
  • 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.
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Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
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.
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Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
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
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Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
Broadvoice
AWAYS available to assist when I call. I could not be happier about that!
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Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Performance
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.
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Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Support Rating
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.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Broadvoice
The in-person was done by phone and was GREAT!
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Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
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
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Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
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.
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Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Alternatives Considered
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.
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Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
Broadvoice
Did not assist in the purchase of this system.
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Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Broadvoice
Giving a neutral answer as this is something we do not need and therefore do not utilize.
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Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Professional Services
Broadvoice
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
Broadvoice
  • 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.
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Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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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.

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability