Item: Broadvoice
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Main Phone service (voip) for our office. We use the phones for scheduling clients, billing and claims issues, and any other function necessary to keep our office/business functioning

Pros and Cons

Tech support is usually pretty good
Very few issues
No issues with phone equipment, good quality

Functionality is a little bit of a challenge, like transferring the phones to a remote number and transferring them back to the office. We always have to call and have this done.
Some of the IT team are intent on helping, most of the time. I encountered one earlier this week, helping me was not on his agenda. Never be condescending to a client.

Most Important Features

Working phones
Being able to "Park" calls
Being able to answer the phones remotely
98% of the time the representatives are helpful and kind

Return on Investment

We couldn't run our office without phones

Alternatives Considered

The same system was used in an office where we worked prior to opening this current office. It was a good experience, so we decided to use them.

Key Insights

Do you think Broadvoice delivers good value for the price?

Not sure

Are you happy with Broadvoice's feature set?

Yes

Did Broadvoice live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Broadvoice go as expected?

I wasn't involved with the implementation phase

Would you buy Broadvoice again?

Yes

This last week, our phones were out of service for two full business days. The phones are critical to our business! I called the first day and was told it was a known issue and that it was an issue with our Internet provider. Later into the second day of no phones, I called again. I was told to contact the internet provider and brushed aside. I pointed out the fact that we pay for his company to manage our phones. He wasn't interested in pursuing the subject, and told me to get an IT company to help. After a couple of calls, NO ONE wanted to figure out the issue. I called back a second time, and was given a couple of suggestions. I called the Internet provider back. The rep was unable to see the issue. So she asked to conference call with Broadvoice and myself. The rep I got at Broadvoice, {A...}, was very helpful! He was willing to do the conference call. The three of us spent better than an hour going over every detail of the modem, router, cables, etc. He was very helpful and patient! We finally got everything to the point of having phones that work! He even requested that I follow up to be sure the new cable (he suggested we try a new ethernet cable), worked. So I just called and spoke with [J...]. [A...] left notes so that [J...] was easily able to assist me and make sure everything was in working order. He was patient as well. The problem was eventually solved and we are back in business with the phones! Thank you!