Broadvoice vs. LiveAgent

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Broadvoice
Score 9.2 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
LiveAgent
Score 8.8 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
BroadvoiceLiveAgent
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
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
BroadvoiceLiveAgent
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing Based on 3 Year Terms
More Pricing Information
Features
BroadvoiceLiveAgent
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Broadvoice
8.3
125 Ratings
2% above category average
LiveAgent
-
Ratings
High quality audio8.3124 Ratings00 Ratings
High quality video8.439 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Broadvoice
8.4
28 Ratings
6% above category average
LiveAgent
-
Ratings
Desktop sharing8.428 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Broadvoice
8.3
29 Ratings
2% above category average
LiveAgent
-
Ratings
Calendar integration8.424 Ratings00 Ratings
Meeting initiation8.426 Ratings00 Ratings
Record meetings / events8.221 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Broadvoice
7.9
23 Ratings
1% above category average
LiveAgent
-
Ratings
Live chat7.923 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Broadvoice
8.5
46 Ratings
9% above category average
LiveAgent
-
Ratings
User authentication8.540 Ratings00 Ratings
Participant roles & permissions8.445 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Broadvoice
8.4
137 Ratings
1% above category average
LiveAgent
-
Ratings
Hosted PBX8.485 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.362 Ratings00 Ratings
Directory of employee names8.3117 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Broadvoice
8.4
166 Ratings
1% above category average
LiveAgent
-
Ratings
Answering rules8.5144 Ratings00 Ratings
Call recording8.6109 Ratings00 Ratings
Call park8.5136 Ratings00 Ratings
Call screening8.6117 Ratings00 Ratings
Message alerts8.5132 Ratings00 Ratings
Business SMS/External Messaging7.965 Ratings00 Ratings
Online Fax8.378 Ratings00 Ratings
Voicemail Transcription8.394 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Broadvoice
8.1
117 Ratings
4% below category average
LiveAgent
-
Ratings
Mobile app for iOS8.0106 Ratings00 Ratings
Mobile app for Android8.365 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Broadvoice
8.3
63 Ratings
5% above category average
LiveAgent
-
Ratings
Centralized communications management8.554 Ratings00 Ratings
Team messaging8.336 Ratings00 Ratings
Team document sharing8.223 Ratings00 Ratings
Call and meeting analytics8.237 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Broadvoice
-
Ratings
LiveAgent
7.8
59 Ratings
3% below category average
Organize and prioritize service tickets00 Ratings8.056 Ratings
Expert directory00 Ratings8.047 Ratings
Subscription-based notifications00 Ratings7.042 Ratings
ITSM collaboration and documentation00 Ratings6.838 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.559 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Broadvoice
-
Ratings
LiveAgent
10.0
52 Ratings
24% above category average
External knowledge base00 Ratings10.049 Ratings
Internal knowledge base00 Ratings10.047 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Broadvoice
-
Ratings
LiveAgent
8.5
58 Ratings
9% above category average
Customer portal00 Ratings10.053 Ratings
IVR00 Ratings6.928 Ratings
Social integration00 Ratings8.150 Ratings
Email support00 Ratings7.554 Ratings
Help Desk CRM integration00 Ratings10.046 Ratings
Best Alternatives
BroadvoiceLiveAgent
Small Businesses
Nextiva
Nextiva
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Nextiva
Nextiva
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.0 out of 10
SysAid
SysAid
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BroadvoiceLiveAgent
Likelihood to Recommend
9.3
(313 ratings)
8.0
(117 ratings)
Likelihood to Renew
8.0
(21 ratings)
9.3
(4 ratings)
Usability
8.4
(70 ratings)
8.0
(4 ratings)
Availability
8.7
(2 ratings)
-
(0 ratings)
Performance
7.4
(2 ratings)
-
(0 ratings)
Support Rating
8.4
(19 ratings)
9.3
(24 ratings)
In-Person Training
8.0
(3 ratings)
-
(0 ratings)
Online Training
8.2
(2 ratings)
-
(0 ratings)
Implementation Rating
7.1
(9 ratings)
9.1
(2 ratings)
Configurability
6.9
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
5.7
(2 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(3 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(3 ratings)
-
(0 ratings)
User Testimonials
BroadvoiceLiveAgent
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.
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QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
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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.
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QualityUnit, LLC
  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
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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.
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QualityUnit, LLC
  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
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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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QualityUnit, LLC
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
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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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QualityUnit, LLC
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
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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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QualityUnit, LLC
No answers on this topic
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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QualityUnit, LLC
No answers on this topic
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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QualityUnit, LLC
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
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In-Person Training
Broadvoice
The in-person was done by phone and was GREAT!
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QualityUnit, LLC
No answers on this topic
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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QualityUnit, LLC
No answers on this topic
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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QualityUnit, LLC
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
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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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QualityUnit, LLC
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
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Contract Terms and Pricing Model
Broadvoice
Answered in previous question
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QualityUnit, LLC
No answers on this topic
Scalability
Broadvoice
We keep adding phones to each of restaurants every month
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QualityUnit, LLC
No answers on this topic
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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QualityUnit, LLC
  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
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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.

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable