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
NICE CXone
Score 8.3 out of 10
N/A
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
Broadvoice is knowledgeable about all things phone and fax. When we have a phone that fails they are good about working with us to make sure it is a phone or fax issue not a cable or switch problem. If it is the phone or fax ata they are quick to send out a replacement
I've really appreciated the tools offered to us by NICE CXone. I particularly like the features that allow me to listen in on my agents' calls and assist them in real time. We take highly escalated customer support calls, so I need to know what is happening quickly and be able to help my agents respond
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.
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.
There can be changes in interface of the app, however it's still very good
I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
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.
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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.
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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.
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
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
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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.
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Broadvoice has many more features that are very useful for everyone in the office. Can also go online to find some help tips if they are needed. Also, good customer service, or help from our IT guys that can answer questions we have because they installed the system. Again, I go back to the "park" system that works so much better than just putting a call on hold.
We looked at several tools for turning text into data. The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch. Attensity had taken the approach of including reporting and alerting with their text engine.
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
