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
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
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.
It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.
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.
More on premise features integrated into the cloud solution.
Better documentation for pebble templates.
Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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.
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
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
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
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.
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.
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
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.
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.
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
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.
Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
