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Broadvoice for the win!
Updated September 21, 2023

Broadvoice for the win!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • b-hive Communicator

Overall Satisfaction with Broadvoice

Broadvoice is our phone system installed roughly 2 years ago. Hands on ability to monitor each user and voicemails is key when needed. Ability to change greetings is also a feature we use regularly. Offering forwarding to cell is a key problem that Broadvoice addresses.
  • Customer Service is top notch
  • User ability to change greetings & office hours very helpful
  • Ability to change visible lines on each phone / program speed dials is good
  • None - haven't had any issues that weren't easily fix
  • We can make changes to phone layout (direct dial buttons)
  • Viewing past incoming calls (a directory for history)
  • Very intuitive use
  • Customer support is a huge necessity that others appreciate if I happen to be off!
  • Ability to add/remove phones allows us to be "current" with our phone bills (not paying for too many)
Better customer service Much more user friendly Intuitive use - if guessing we are rarely wrong with the guess Much better customer service

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

We as a company are very happy with Broadvoice. It is an improvement over our last system. Their customer service is always quick to solve any issues - and usually it is something I should know how to do! They are patient while I work through figuring it out so I can "help myself" in the future. The lines are clear. The ring can be customized if desired. You can access from your cell phone. We are happy customers!

Broadvoice Feature Ratings

8.0
Directory of employee names
8
8.5
Answering rules
8
Call park
9
Call screening
9
Message alerts
8
Business SMS/External Messaging
Not Rated
Online Fax
Not Rated
Voicemail Transcription
Not Rated
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated
8.0
High quality audio
8
High quality video
Not Rated
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Not Rated
Desktop sharing
Not Rated
Not Rated
Live chat
Not Rated
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated
Not Rated
Centralized communications management
Not Rated
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
Not Rated

Using Broadvoice

8 - Owners (4)
Admin (2)
Sales (1)
IT (1)
We all use the system equally and are pleased with its functions
1 - Power User - love the ablilty to go in and use the website to make changes. It's nice to know the system is there and not be afraid to make mistakes - it's relatively easy to use...
And if something comes up that I don't know how to set up, customer service is always available and able to help.
  • Unsure of question...
  • Nothing innovative - we are pretty low-tech here so it's the basics for us.
  • Mobile functionality - biggest unused feature for us
I rarely give 10's! I suspect we will be with Broadvoice for many years as we are quite happy with it.

Evaluating Broadvoice and Competitors

Yes - 8X8 phone system - cost and functionality
  • Ease of Use
As I said we are low-tech here, and your "ease of use" was a huge factor
Wouldn't change a thing.

Broadvoice Implementation

Our implementation happened during Covid and everyone was working from home. With that being said, I believe the turnover went quite well. We were down a short period, but once reported to Broadvoice they quickly got it fixed. All of my colleagues felt the transfer went well also.
  • Implemented in-house
Not sure - None
  • Covid was a huge (unavoidable) issue. Broadvoice worked well with this obstacle.
  • We did have a brief down time, but it was handled quickly.

Broadvoice Training

  • Online Training
  • In-Person Training
  • No Training
Did not have in-person training! I cannot get through the survey without answering this question!
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
Had training - again, cannot complete survey unless I answer all the questions - whether they apply or not!

Configuring Broadvoice

I do have issues sometimes with the configuring of a line - however all I need to do is contact Broadvoice and they will assist!
I always TRY! They've given a hint of looking at a similart profile and duplicate it. Sometimes that works and sometimes it doesn't. They are understanding if I still need to call.
No - we have not done any customization to the interface
No - we have not done any custom code
None at this time.

Broadvoice Support

Always available to help with problems. Happy with respons time.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Slow Initial Response
No I don't beleive so. We wanted to wait to see if needed.
It's been a while since I've had to call so cannot pinpoint. Honestly anytime I've called I get excellent service.

Using Broadvoice

Pretty intuitive. I do have questions frequently on how to make changes/updates becuase I have to do them so infrequently - but the help desk is ALWAY available and helpful.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Call Park and/or hold
  • Conference calling
  • Looking up numbers who called or we called (directory of recent calls)
  • Voicemail easy to use
  • As the main person who makes changes, I still have a hard time reassigning a number to a new employee (but doesn't happen often so I need a refresher!)
Yes, but I don't use it

Broadvoice Reliability

Giving a neutral answer as this is something we do not need and therefore do not utilize.
AWAYS available to assist when I call. I could not be happier about that!
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.

Integrating Broadvoice

Relationship with Broadvoice

This was over 3 years ago - but I remember distictly how easy it was to get this going. Could be that I was prepared for a disaster with the Covid factor - but was pleasantly surprised.
As said in many of my answers - Broadvoice is attentive to us when I call. Very pleased.
This is not an answer I am privy to!
Did not assist in the purchase of this system.
N/A

Upgrading Broadvoice