Broadvoice | GoContact vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Broadvoice | GoContact
Score 9.3 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
per month per seat
Genesys Cloud CX
Score 8.4 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 (billed annually) per user
Pricing
Broadvoice | GoContactGenesys 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
Broadvoice | GoContactGenesys 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
Broadvoice | GoContactGenesys Cloud CX
Features
Broadvoice | GoContactGenesys Cloud CX
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Broadvoice | GoContact
8.5
131 Ratings
4% above category average
Genesys Cloud CX
-
Ratings
High quality audio8.5130 Ratings00 Ratings
High quality video8.541 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Broadvoice | GoContact
8.3
30 Ratings
2% above category average
Genesys Cloud CX
-
Ratings
Desktop sharing8.330 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Broadvoice | GoContact
8.5
30 Ratings
4% above category average
Genesys Cloud CX
-
Ratings
Calendar integration8.525 Ratings00 Ratings
Meeting initiation8.627 Ratings00 Ratings
Record meetings / events8.422 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Broadvoice | GoContact
7.9
25 Ratings
1% below category average
Genesys Cloud CX
-
Ratings
Live chat7.925 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Broadvoice | GoContact
8.4
50 Ratings
7% above category average
Genesys Cloud CX
-
Ratings
User authentication8.543 Ratings00 Ratings
Participant roles & permissions8.449 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Broadvoice | GoContact
8.4
144 Ratings
2% above category average
Genesys Cloud CX
-
Ratings
Hosted PBX8.489 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.366 Ratings00 Ratings
Directory of employee names8.4123 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Broadvoice | GoContact
8.5
175 Ratings
2% above category average
Genesys Cloud CX
-
Ratings
Answering rules8.6153 Ratings00 Ratings
Call recording8.7116 Ratings00 Ratings
Call park8.5145 Ratings00 Ratings
Call screening8.6124 Ratings00 Ratings
Message alerts8.6138 Ratings00 Ratings
Business SMS/External Messaging8.169 Ratings00 Ratings
Online Fax8.484 Ratings00 Ratings
Voicemail Transcription8.599 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Broadvoice | GoContact
8.2
123 Ratings
2% below category average
Genesys Cloud CX
-
Ratings
Mobile app for iOS8.2111 Ratings00 Ratings
Mobile app for Android8.368 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Broadvoice | GoContact
8.5
70 Ratings
6% above category average
Genesys Cloud CX
-
Ratings
Centralized communications management8.561 Ratings00 Ratings
Team messaging8.541 Ratings00 Ratings
Team document sharing8.527 Ratings00 Ratings
Call and meeting analytics8.441 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Broadvoice | GoContact
-
Ratings
Genesys Cloud CX
8.3
425 Ratings
0% above category average
Agent dashboard00 Ratings8.1407 Ratings
Validate callers00 Ratings8.3359 Ratings
Outbound response00 Ratings8.3322 Ratings
Call forwarding00 Ratings8.4345 Ratings
Click-to-call (CTC)00 Ratings8.5279 Ratings
Warm transfer00 Ratings8.9393 Ratings
Predictive dialing00 Ratings8.2236 Ratings
Interactive voice response00 Ratings8.6338 Ratings
REST APIs00 Ratings7.8287 Ratings
Call scripts00 Ratings8.0316 Ratings
Call tracking00 Ratings8.6382 Ratings
Multichannel integration00 Ratings8.6311 Ratings
CRM software integration00 Ratings8.2301 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Broadvoice | GoContact
-
Ratings
Genesys Cloud CX
8.3
403 Ratings
2% above category average
Inbound call routing00 Ratings8.3376 Ratings
Omnichannel inbound routing00 Ratings8.6291 Ratings
Recording00 Ratings9.0382 Ratings
Quality management00 Ratings8.6352 Ratings
Call analytics00 Ratings8.5361 Ratings
Historical reporting00 Ratings7.9376 Ratings
Live reporting00 Ratings8.1372 Ratings
Customer surveys00 Ratings7.2231 Ratings
Customer interaction analytics00 Ratings8.4275 Ratings
Best Alternatives
Broadvoice | GoContactGenesys Cloud CX
Small Businesses
Nextiva
Nextiva
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Medium-sized Companies
Nextiva
Nextiva
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Broadvoice | GoContactGenesys Cloud CX
Likelihood to Recommend
9.3
(322 ratings)
8.7
(446 ratings)
Likelihood to Renew
7.8
(21 ratings)
8.4
(39 ratings)
Usability
8.5
(79 ratings)
8.9
(70 ratings)
Availability
8.8
(2 ratings)
8.6
(8 ratings)
Performance
7.5
(2 ratings)
8.6
(8 ratings)
Support Rating
8.4
(19 ratings)
6.9
(101 ratings)
In-Person Training
7.7
(3 ratings)
8.5
(6 ratings)
Online Training
8.2
(2 ratings)
7.9
(13 ratings)
Implementation Rating
7.0
(9 ratings)
7.7
(21 ratings)
Configurability
6.9
(2 ratings)
8.6
(7 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
6.9
(16 ratings)
Ease of integration
-
(0 ratings)
8.2
(9 ratings)
Product Scalability
5.5
(2 ratings)
8.8
(9 ratings)
Professional Services
-
(0 ratings)
6.3
(13 ratings)
Vendor post-sale
9.1
(3 ratings)
8.0
(10 ratings)
Vendor pre-sale
9.1
(3 ratings)
7.9
(10 ratings)
User Testimonials
Broadvoice | GoContactGenesys Cloud CX
Likelihood to Recommend
Broadvoice
I think it depends on the services you enroll in. Broadvoice could be used for basic business perfectly, but allowing for tracking calls and recordings makes it great for businesses where legalities come into play. Were I to leave the firm I am with, I would hope to either utilize a service that offers everything Broadvoice does, or just continue with Broadvoice itself.
Read full review
Genesys
My impression is that Genesys Cloud CX is really well suited for big contact centers. Obviously it is a wonderful tool and actually suitable for all contact centers ranging from 1 employee to hundreds of thousands, however it's cost might be a little bit on the high side for small companies that are not 100% prepared to have this great solution and might prefer simpler solutions
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Pros
Broadvoice
  • Broadvoice is quick to furnish the phone numbers before we even have the store built.
  • Broadvoice gives us temporary numbers until the port occurs.
  • Broadvoice monitors our accounts so we Dont have to.
  • Most times we get the replacement phones within 1-2 work days.
  • Broadvoice is very easy to work with.
Read full review
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
Read full review
Cons
Broadvoice
  • The terminology used in the self-service drop-down options for outbound greetings is akin to reading a foreign language; it's hard to tell which drop-down option will yield the appropriate results for the appropriate time periods (during or after hours). I'm also still not sure whether I should set all outbound messages using my b-hive account, or if it will work if I do that from my phone handset.
  • The TCR brand registration process is difficult. I followed the instructions to register my brand, and after months of checking to see if it was verified, I was told I needed to provide a 147C letter, which certifies my EIN number. I am a sole proprietor, with no employees, so I am not required to have an EIN. If I file taxes using my SSN, I would think a W9 would suffice. This has held up my ability to use the texting platform. It would have been good to know upfront that an EIN would be needed in order for the registration verification to process -- like maybe getting an error message of some sort instead of just a "status."
  • Overall, there seems to be way too many sub-sections within the b-hive screens. To go back from the call log to what I view as the main dashboard, you have to click on "portal," which is okay once you know that it takes you back to the page that has all the tabs for "reports, voicemails, communicator," etc.
Read full review
Genesys
  • Updates can come quickly and release notes can be missed
  • We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
  • Dashboards aren't as adaptable as they could be
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Likelihood to Renew
Broadvoice
Our last phone system was very outdated and we were left not getting calls that we needed nor having a seamless way to change voicemail or to get voicemail if we were out of the office for longer periods of time. Broadvoice has erased these issues and has really made our agency more responsive.
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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
Broadvoice has been a great investment so far! Its system allows you to easily handle multiple lines & provides you with many useful, easy-to-use, features. It delivers faxes right to your email inbox, how much easier can it get? Through their app, it enables you to easily determine if the call is business or personal related. And you are able to answer calls no matter where you are
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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!
Read full review
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
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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
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
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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
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
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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
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
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Alternatives Considered
Broadvoice
We've had a few phone vendors over the years and their main item, the phone, usually worked. Now past that, all other features or needs were hardly ever met. With Broadvoice, our experience has been amazing. The call quality, the ease of use on the admin portal and b-hive app, the flexibility of implementing new users. And if something ever seems to stump us, we can quickly reach out to support via email or phone and they are amazingly fast to respond and resolve the issue.
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Genesys
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics in Genesys Cloud CX provided a full view of the conversation and allow for a better understanding of the customer journey.
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Contract Terms and Pricing Model
Broadvoice
Answered in previous question
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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
We keep adding phones to each of restaurants every month
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Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
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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
  • Sadly I can't quite gather any hard numbers since my use of the product don't extend into the admin level where I can see everything. I can say that since installing the phone at my desk though, I've been more reachable by other staff and therefore more present with current happenings in the workplace.
  • It took a while to get a line for my desk, so I can compare the before and after very clearly. Communication is like night and day, and any questions or problems other coworkers had that in the past they may have had to deal with themselves, they can now reliably reach me and have a convenient option to. This has improved the relationships between me and others at the workplace.
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Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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ScreenShots

Broadvoice | GoContact Screenshots

Screenshot of the 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 a 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 ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance