Broadvoice | GoContact vs. Talkdesk

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
Talkdesk
Score 8.0 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
Broadvoice | GoContactTalkdesk
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
CX Cloud Essentials
$85
per month per user
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Offerings
Pricing Offerings
Broadvoice | GoContactTalkdesk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeOptionalOptional
Additional DetailsPricing Based on 3 Year TermsPricing is based on a 3 year commitment to these editions.
More Pricing Information
Community Pulse
Broadvoice | GoContactTalkdesk
Features
Broadvoice | GoContactTalkdesk
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Broadvoice | GoContact
8.4
131 Ratings
2% above category average
Talkdesk
-
Ratings
High quality audio8.4130 Ratings00 Ratings
High quality video8.441 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Broadvoice | GoContact
8.3
30 Ratings
3% above category average
Talkdesk
-
Ratings
Desktop sharing8.330 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Broadvoice | GoContact
8.4
30 Ratings
3% above category average
Talkdesk
-
Ratings
Calendar integration8.525 Ratings00 Ratings
Meeting initiation8.527 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
7.8
25 Ratings
2% below category average
Talkdesk
-
Ratings
Live chat7.825 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Broadvoice | GoContact
8.4
50 Ratings
8% above category average
Talkdesk
-
Ratings
User authentication8.443 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
Talkdesk
-
Ratings
Hosted PBX8.489 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.366 Ratings00 Ratings
Directory of employee names8.3123 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
Talkdesk
-
Ratings
Answering rules8.6153 Ratings00 Ratings
Call recording8.6116 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 Transcription8.499 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Broadvoice | GoContact
8.2
123 Ratings
3% below category average
Talkdesk
-
Ratings
Mobile app for iOS8.1111 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
8.4
70 Ratings
6% above category average
Talkdesk
-
Ratings
Centralized communications management8.461 Ratings00 Ratings
Team messaging8.441 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
Talkdesk
7.9
473 Ratings
5% below category average
Agent dashboard00 Ratings7.9453 Ratings
Validate callers00 Ratings8.1399 Ratings
Outbound response00 Ratings7.9416 Ratings
Call forwarding00 Ratings7.9406 Ratings
Click-to-call (CTC)00 Ratings8.6377 Ratings
Warm transfer00 Ratings8.9428 Ratings
Predictive dialing00 Ratings8.3221 Ratings
Interactive voice response00 Ratings7.9302 Ratings
REST APIs00 Ratings7.7239 Ratings
Call scripts00 Ratings6.8215 Ratings
Call tracking00 Ratings8.5421 Ratings
Multichannel integration00 Ratings7.3308 Ratings
CRM software integration00 Ratings6.6364 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Broadvoice | GoContact
-
Ratings
Talkdesk
8.5
459 Ratings
4% above category average
Inbound call routing00 Ratings8.5419 Ratings
Omnichannel inbound routing00 Ratings8.3302 Ratings
Recording00 Ratings9.3443 Ratings
Quality management00 Ratings9.1402 Ratings
Call analytics00 Ratings8.5417 Ratings
Historical reporting00 Ratings8.3424 Ratings
Live reporting00 Ratings8.6416 Ratings
Customer surveys00 Ratings7.6232 Ratings
Customer interaction analytics00 Ratings8.5267 Ratings
Best Alternatives
Broadvoice | GoContactTalkdesk
Small Businesses
Nextiva
Nextiva
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
Nextiva
Nextiva
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Broadvoice | GoContactTalkdesk
Likelihood to Recommend
9.3
(322 ratings)
7.7
(486 ratings)
Likelihood to Renew
7.8
(21 ratings)
8.6
(37 ratings)
Usability
8.5
(79 ratings)
8.2
(302 ratings)
Availability
8.7
(2 ratings)
9.9
(7 ratings)
Performance
7.5
(2 ratings)
10.0
(7 ratings)
Support Rating
8.4
(19 ratings)
7.6
(130 ratings)
In-Person Training
7.8
(3 ratings)
10.0
(2 ratings)
Online Training
8.2
(2 ratings)
8.7
(5 ratings)
Implementation Rating
7.1
(9 ratings)
7.2
(219 ratings)
Configurability
6.9
(2 ratings)
10.0
(7 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
5.6
(2 ratings)
10.0
(7 ratings)
Vendor post-sale
9.1
(3 ratings)
9.3
(3 ratings)
Vendor pre-sale
9.1
(3 ratings)
9.3
(3 ratings)
User Testimonials
Broadvoice | GoContactTalkdesk
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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Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
Read full review
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
Talkdesk
  • I appreciate the level of detail for reporting in Explore.
  • The interface is easy to use, both for admin and our agents
  • Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
  • The feedback mechanism enables the collection of customer responses across various inquiries.
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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.
Read full review
Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
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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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Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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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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Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
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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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Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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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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Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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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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Talkdesk
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
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In-Person Training
Broadvoice
The in-person was done by phone and was GREAT!
Read full review
Talkdesk
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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Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a 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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Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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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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Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
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Contract Terms and Pricing Model
Broadvoice
Answered in previous question
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Talkdesk
No answers on this topic
Scalability
Broadvoice
We keep adding phones to each of restaurants every month
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Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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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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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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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.

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.