Item: Broadvoice
Rating: 8
Author: Julie Rome

Use Cases and Deployment Scope

Broadvoice is our VOIP and has served us well. We have the added product of Beehive, which is crucial for remote staff. We ran into an issue recently where two lines were crossed and were able to have two reps from Broadvoice assist us to make the necessary corrections. Once the correct party was involved, it was a quick fix.

Pros and Cons

Remote work with product Beehive
Quick response time
Explains issues clearly

Support staff who are remote need to escalate problems quicker

Most Important Features

Beehive
VOIP
Communication

Return on Investment

Negative- it took two months for upper management to become involved with fixing the issues with two extensions being crossed.

Alternatives Considered

WannaGo Archive-as-a-Service (AaaS) - ARCHIVO

I am not aware of other products available.

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

Other Software Used

QuickBooks Desktop Enterprise

Likelihood to Recommend

Broadvoice has allowed our firm to work remotely when needed and efficiently.

Users and Roles

5 - Complete staff

Support Headcount Required

None

Business Processes Supported

Remote access
Beehive
Support

Innovative Uses

Beehive
Remote access

Future Planned Uses

I have no idea what other products might be available.

Likelihood to Renew

8

I'm hoping that the "fix" done yesterday sticks.

Products Replaced

Yes - Our previous phone system with Comcast.

Key Differentiators

Product Features
Product Usability

VOIP was more in line with what we needed.

Evaluation Lessons Learned

I do not think so.

Implementation Rating

8

It went fairly smoothly in spite of the mess created by our prior IT company.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

No

Implementation Issues

N/A

Support Rating

10

Douglas and Earnest in CA were amazing once they became involved. What had dragged on for 2 months was resolved in a mere couple of hours. Thank you!!!!!!

Broadvoice Customer Support Pros and Cons

Pros	Cons
Immediate help available	Slow Resolution Poor followup Problems left unsolved Not kept informed Escalation required Need to explain problems multiple times