Likelihood to Recommend Broadvoice is extremely robust and well-suited for a variety of contexts, but I think it excels best in tighter-knit work environments where contacting each other is the main use as opposed to receiving many incoming calls from outside guests. There have been a few instances where I think the features would conflict with user intention -- namely, having a number linked to two different phones, but one phone was meant more for receiving outside calls and the other was an office phone in the same area. Because of this, if a guest called, it would disturb the office, but if a vendor called, the guest phone would also ring, leading to confusion. I think this is an instance of the peer ecosystem conflicting with a more customer-facing need, but if a peer line needed to contact that department, it is best to have both of them ring.
Read full review Zoom Phone is great for remote work. It's pretty user friendly. You can easily transfer calls to those who have Zoom extensions programmed into the address book. Obviously, this would apply to most tech nowadays, but call quality can suffer during bad weather.
Read full review Pros 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. Read full review Transcribes voicemails. Great for those verbose folks that leave long voicemails. Loud and clear volume quality! Great in a busy office with lots of people talking. Easy to keep track of who has called me. Has Caller ID which is helpful. Read full review Cons 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. Read full review Voicemail handling for queues and groups can't have their own shared voicemail box. They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD. Does not yet support texting. I wish they had built in text to speech to quickly build new greetings or phone tree options when needed. You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less. The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks. When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used. I'd love to be able to ask them questions to gather info for reps answering phones when appropriate. Read full review Likelihood to Renew 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.
Read full review Integrated into our network. System wide access. Staff are comfortable with the product
Read full review Usability Once the phones are operational it just works. Broadvoice will customize the phones the way you want not they way they want you to have. There are several different ringtones to choose from. Also, Broadvoice can make the volume of phone calls to stay at whatever level you set them at
Read full review Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
Read full review Reliability and Availability AWAYS available to assist when I call. I could not be happier about that!
Read full review Performance 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.
Read full review Support Rating 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.
Read full review Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
Read full review In-Person Training The in-person was done by phone and was GREAT!
Read full review Online Training 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
Read full review Implementation Rating 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.
Read full review Alternatives Considered We used Comcast mobility lines for years, but compared to Broadvoice, they have a long way to go. I would sometimes have to call Comcast because their website wouldn't let me connect, while their side was showing no issues.
Read full review The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
Read full review Contract Terms and Pricing Model Did not assist in the purchase of this system.
Read full review Scalability Giving a neutral answer as this is something we do not need and therefore do not utilize.
Read full review Return on Investment We have pretty much cut our phone service bill in half compared to our previous provider. The reliability of the system has reduced downtime to null. Communication, communication, communication is a must for any organization. Broadvoice has met all our expectations plus. Well worth the investment. Read full review We're better able to work together as a team answering phones multiple people can be logged in to answer at the same time. The voicemail transcription feature helps with sharing messages to different departments. Overall, we're able to answer more calls and have fewer callers being sent to voicemail. Read full review ScreenShots