Item: Broadvoice
Rating: 10
Author: David Morriss

Overall Satisfaction with Broadvoice

Use Cases and Deployment Scope

We are currently on our way to having Broadvoice in nearly 200 restaurants. They are a crucial part of our communications. The cost is extremely reasonable. They are very nice and knowledgeable. Broadvoice has just about any phone you can want or need. We have a virtual call every Friday to talk about the up coming weeks cutovers. Broadvoice caters to our every need, sometimes before we even know. If I had it to do all over again I would pick a Broadvoice again and would recommend them to all my friends.

Pros and Cons

Pros

Broadvoice is quick to furnish the phone numbers before we even have the store built.
Broadvoice gives us temporary numbers until the port occurs.
Broadvoice monitors our accounts so we Dont have to.
Most times we get the replacement phones within 1-2 work days.
Broadvoice is very easy to work with.

Cons

To be honest I really don’t have any complaints at this time. And we have been using them for almost 2 years.
This is one vendor we don’t have issues with.

Most Important Features

The fact they work on our backup internet instead of being dead in the water.
The rental program is awesome. The phones keep the warranty as long as you rent them.
The rental on the phones is super cheap. Makes you wonder how they make money.
The phones themselves can be programmed like you want. For example, Broadvoice can make the phone DND button not work and make it so they can’t turn off the ringer. Both feature are important to us.

Return on Investment

The phones with Broadvoice has saved us $10 - $15 a line which is good for our bottom line.
We no longer her have to buy phone after phone anymore. When our employees break the phone Broadvoice replaced them quick and no charge.
Broadvoice also has wireless headsets that will automatically answer a incoming call. So we can work with both hands. That’s good on Productivity.
Over all it a great service at a great cost.
Broadvoice allows you to put advertising on hold as well.
Their portal is awesome.

Usability

Once the phones are operational it just works. Broadvoice will customize the phones the way you want not they way they want you to have. There are several different ringtones to choose from. Also, Broadvoice can make the volume of phone calls to stay at whatever level you set them at.

Alternatives Considered

CM Conversational AI Cloud

We have just started talks about this product. But if it is like the rest of their service it is going to be amazing. Well I said most of it in the question above. They are just better. Broadvoice Doesn’t act like they are doing you a favor. It’s just the opposite. Broadvoice is glad to earn your business and work hard at keepin your business. Broadvoice also give you a dedicated team of experts to meet your every need.

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

Microsoft 365

Likelihood to Recommend

Broadvoice is knowledgeable about all things phone and fax. When we have a phone that fails they are good about working with us to make sure it is a phone or fax issue not a cable or switch problem. If it is the phone or fax ata they are quick to send out a replacement.

Broadvoice Feature Ratings

Using Broadvoice

Users and Roles

3000 - Answering the phone calls as they come in and taking food orders. It’s important to be able to hear our customers to get the orders correct. With Broadvoice our calls are static free and they have the ability to make sure the phones are full volume on every call.

Support Headcount Required

3 - There are no special skills as long as you know how to use a computer and have internet. Everything is in clear language and easy to understand.

Business Processes Supported

Answer Calls
Place calls
Send Faxes

Innovative Uses

Didn’t expect the portal to be so easy
Being able to customize the music on hold with specials of the month or season.
The call quality is better than I expected.

Future Planned Uses

CX Conversational AI Answering Service

Likelihood to Renew

I can’t imagine using any other company. The quality of calls, the ease of use, and the portal are all just amazing.

Evaluating Broadvoice and Competitors

Products Replaced

Yes - We replaced our ISP phones and was able to get a ATA for the faxes.
It cut or cost by over 50 percent. I connect them to our WiFi router. So I can see if the phones are online or not. A lot of times I can reboot my router remotely and bring the phones back online remotely which saves us from rolling a truck or high lowers our cost.

Key Differentiators

Cloud Solutions
Scalability
Ease of Use

Lowers cost. Being able to call forward the phones remotely as well as the advertising ability on the music on hold. We are a restaurant so we don’t allow voice mail and we only have to use 1 phone number per location and can have as many paths as you can answer. The call records allow us to see if the phones are being answered in a timely manner and how quickly they are being answered as well as how long each call lasts. This allows us to be able to staff accordingly. I can’t say enough good about this company.

Evaluation Lessons Learned

I would do it the same exact way. We have had great experiences with Broadvoice and will continue to use them at all of our restaurants. We are opening anywhere from 4 to 8 restaurants a month and will use Broadvoice in all of them.

Broadvoice Implementation

Implementation Details / Implementation Partner

Third-party professional services

Sybran, Jeff Powell introduced us to Broadvoice and I’m glad he did. They have been great. I do t give praise easily.

Implementation Phases

Implementation Issues

When we first started with Broadvoice we had an issue with the software. They immediately shipped us new phones with updated software and it was easy for the Managers on Duty to change out.
Having out Managers on Duty return the old phones.

Broadvoice Training

Training Types Used

No Training

In-Person Training

Online Training

Ease of Broadvoice Training

It’s basic telephone 101.

Configuring Broadvoice

Product Configurability

We can add as many phones as we want.

Configuration Lessons

No. None needed.

Extensibility and Customization

Yes - we have added extensive custom code - Turn off DND and keep volume on high automatically on each call.

Additional Customization Considerations

No.

Broadvoice Support

Support Rating

They have several ways of getting support. The service call center answers right away and they act like you are their only customer. You can email them and you get a return email right away with a case number. I personally call my dedicated Broadvoice team A lot.

Broadvoice Customer Support Pros and Cons

Pros	Cons
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 Quick Initial Response	None

Premium Support

No. We are a high volume customer so we were added for no cost. Like I said we have well over 200 locations at this point.

Exceptional Examples of Broadvoice Support

Everyday they give us exceptional service. All of our restaurants call Broadvoice and they make it easy on them.

Using Broadvoice

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None