Words are Cheap, but Good Communication is Gold.
April 06, 2022

Words are Cheap, but Good Communication is Gold.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • b-hive Communicator

Overall Satisfaction with Broadvoice

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.
  • 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.
  • 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.
  • Calling groups
  • Customer portal
  • Call forwarding
  • 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.
I have not worked with any other services, so I can't fairly compare to other providers.

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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.