Item: Broadvoice
Rating: 10
Author: Verified User

Overall Satisfaction with Broadvoice

Use Cases and Deployment Scope

Broadvoice delivers VoIP service to our HQ and 2 branches. Additionally, we have employees who travel regularly and need to have their extensions forwarded. Users are managed from the portal and are updated as needed by the telephone admin. The phone admin is able to manage the extensions and call groups through an online portal. For remote work, employees are able to adjust their own call presence settings, via the customer portal, as needed.

Pros and Cons

Pros

Issues are usually resolved within a few minutes.
Hold times are not very long.
Customer service techs are friendly and efficient.
Admin portal is generally easy to navigate.

Cons

The group call settings are more challenging to navigate. I generally have to call and have tech support adjust the larger calling groups because the process is not as user-friendly as the individual extensions.
The majority of issues have been a result of updates not loading properly.

Most Important Features

Calling groups
Customer portal
Call forwarding

Return on Investment

Clear, consistent service allows for customers to reliably contact us for support and service.
Ease of adding shortcut keys to phones makes contacting customers more efficient.
Customers can easily reach POCs, even when on travel, without having to juggle multiple phone numbers thanks to reliable forwarding and ease of individual portal use.

Alternatives Considered

I have not worked with any other services, so I can't fairly compare to other providers.

Key Insights

Do you think Broadvoice delivers good value for the price?

Yes

Are you happy with Broadvoice's feature set?

Yes

Did Broadvoice live up to sales and marketing promises?

Yes

Did implementation of Broadvoice go as expected?

Yes

Would you buy Broadvoice again?

Yes

Likelihood to Recommend

When tasked to update the automated attendant to reflect our current personnel and resolve some issues where people were missing calls, I got on the phone with Broadvoice support and the technician I was working with walked me through the portal step-by-step showing where to load digital recordings for the messages and how to set up groups, forwarding rules, and how to set up individual employees with portal access to stop accidental forwarding to phones after business hours. There have been minor adjustments since then that I have been able to apply quickly through the portal or call in and have updated within minutes. The call quality and consistency of service are great, but the quality of customer service has been exceptional in my experience.

Comments

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