Top 6 Broadvoice Alternatives for Growing Contact Centers

Broadvoice is a cloud-based business communications provider for small and mid-sized businesses. Its offerings include unified communications as a service (UCaaS), cloud PBX, and contact center solutions.

But Broadvoice might not be the best cloud contact center solution for some businesses despite its features. If this is the case for your company, you need to know what options exist on the market and how they stack up against each other to help you choose the right Broadvoice alternative.  

What Are Some of Broadvoice’s Strengths?

Let’s look at some things users love about Broadvoice. 

Cloud PBX services 

The b-hive Communicator is Broadvoice’s cloud PBX application. It’s an all-in-one software solution with many features, including online faxing, voicemail, softphones, business messaging, video conferencing, collaboration tools, and remote office capabilities. 

After logging in to this app, your team members can call from your phone system from anywhere with an internet connection. This is particularly useful for businesses with remote or distributed teams because employees can make and receive calls using their business phone numbers from any location. 

SIP trunking

Not ready to move on from your legacy phone system yet? Broadvoice allows you to access cloud communications capabilities on your existing phone hardware.

Specifically, it offers SIP trunking features such as call recording, call analytics, and unlimited usage options. So, you get the flexibility of a cloud phone service without the cost and time involved in overhauling an archaic business phone system. 

UCaaS features

Broadvoice has several unified communications features built into its b-hive portal, including: 

• A web-based communicator tool
• SMS and text messaging
• Advanced calling functions like call routing and queueing
• Video conferencing and team collaboration
• Call logs
• Voicemail and faxing
• Admin call center analytics 
• Call analytics and reporting

These UCaaS features enable businesses to power and control multichannel communications from a single platform to become more efficient. 

Mobile apps

If you need to work on the go, you can download Broadvoice’s Android or iOS applications on your smartphone device. The apps support business calling and communication from mobile devices, so employees can stay connected while away from their desks.

G2 reviews suggest that this is Broadvoice’s most helpful feature, although some users say the app can be pretty buggy:

“I love the b-hive app on my cell phone! I can use the app to answer incoming calls no matter where I am, as well as [make] outgoing calls showing our main number.”

Risk-free cancellation policy

You can cancel your Broadvoice subscription for free within 30 days and get all your money back, which makes up for the lack of a free trial or freemium experience. This policy is rare in the cloud communications space. 

Contact center capabilities 

Broadvoice also offers cloud contact center capabilities through its GoContact platform. Features include omnichannel communication, intelligent routing, reporting and analytics, call recording, workforce management, and integrations with business applications.

Why Customers Seek Alternatives to Broadvoice

Although it has appealing features, Broadvoice falls short in several areas. Companies may look for alternatives based on their contact center requirements, integrations, pricing preferences, scalability, or preferred user experience.

Customer service issues

Customer support isn’t Broadvoice’s strong suit. Users complain of long wait times, unhelpful support agents, and unresolved support tickets, among other issues. 

For example, one user said that the support team became nonchalant after he signed the contract, leaving him with a faulty business phone setup. And another user spent weeks waiting for feedback from the support team, only to finally receive incorrect information that did not solve their problem. 

Reliability concerns 

Broadvoice’s service quality frequently fluctuates. This manifests itself in several ways: pauses and connection noises, call lagging, and interruptions during call transfers. For example, this user experienced poor audio quality and sudden call disconnections:

“We had issues with call quality. A lot of calls would cut out intermittently and sounded ‘choppy.’ On many occasions, we received feedback that it was hard to understand us when calling from Broadvoice. I understand internet issues could be involved, but we never had issues with other VoIP services on the same internet connection.”

Billing and account management

It is also common for Broadvoice users to experience billing discrepancies — either through multiple debits that aren’t refunded on time or payments that are not reflected in the system. 

For example, Broadvoice abruptly shut down this user’s telephone service with little or no warning after the cloud service provider failed to renew his monthly subscription despite charging his card multiple times. 

Poor user experience

It takes some time to learn how Broadvoice works, especially if you aren’t tech-savvy. And even when you’re up to speed, you might struggle with setting up certain features or understanding how specific aspects of the platform work. 

For example, this customer had to switch to a different texting service after finding it difficult to use Broadvoice’s Communicator application. And the administration portal lacks call flow visual aids, which makes it hard to use. 

In the App Store, Broadvoice has a 2.1 out of 5.0 score from its users. 

Limited features

As you use Broadvoice, you’ll quickly discover that most of its features are limited — as this person did: 

“Broadvoice’s call reporting is very limited, and the system doesn’t accurately account for calls transferred between users. Available SMS functionality can only be used by one user per phone number, making it impractical to manage in some cases. There aren’t available call queue options unless you upgrade to the premium contact center, which is available at a cost. Many providers offer an in-between option, but Broadvoice does not.”

6 Top Alternatives to Broadvoice

Want to switch from Broadvoice to another cloud-based VoIP service? Here are the best Broadvoice alternatives that are worth considering.

Provider	Starting Price	Best for	Key difference from Broadvoice
Nextiva	$15/user/month Core plan, billed annually	All-in-one communications and customer experience	Combines UCaaS, contact center capabilities, AI-powered conversation analytics, and workflow automation in a unified platform.
Webex	$12/user/month Webex Meet, meetings only, billed annually $15.30/user/month Webex Call, billed annually	Secure collaboration and Cisco integration	Combines business calling with advanced video collaboration, security features, and integration with the broader Cisco ecosystem.
8×8	Custom pricing No public starting price	Global businesses and contact centers	Combines UCaaS and contact center capabilities with extensive international calling and analytics.
GoTo Connect	Custom pricing No public price listed	Simple, flexible business phone systems	Offers an intuitive visual call flow editor and straightforward system administration for businesses that prioritize ease of use.
CloudTalk	$25/user/month Starter plan, billed annually	Sales & CRM-focused support teams	Focuses on CRM integrations, sales dialers, and AI-powered conversation intelligence for sales and support workflows.
Ooma	$19.95/user/month Monthly billing	Small businesses	Offers a simpler business phone system with features such as virtual receptionist, mobile apps, and CRM integrations.

1. Nextiva 

If you’re searching for a reliable and easy-to-use cloud communications solution for your growing business, Nextiva is definitely worth looking into. 

It’s an AI-powered conversational and customer experience platform that integrates voice, video, and messaging services for all-in-one business communications. Nextiva’s features include advanced call management capabilities like call routing, IVR and call forwarding, CRM tools for customer personalization, AI-powered call transcription and summarization, real-time analytics, and workflow automation.

Nextiva offers three plan tiers:

• Core: Covers essential business communications, including calling, business SMS, video meetings, team chat, virtual receptionist call routing, and integrations with Microsoft Outlook and Google Contacts.
• Engage: Adds customer-to-team SMS, a toll-free number with included minutes, web chat, advanced reporting, voice analytics, and call and video recording for customer-facing teams.
• Scale: Adds omnichannel contact center capabilities, including voice and web chat, workflow automation, real-time dashboards, AI transcription and summarization, skills-based routing, conversation history, and web and ACD callbacks.

You get A+ customer support, too. Here’s one user’s experience with Nextiva’s team. 

2. Webex

Powered by Cisco, Webex is a business communications and collaboration tool for small and growing businesses. Its features include high-definition video conferencing, omnichannel support, Webex calling, and integration with other Cisco products.

What users love most about Webex is its robust security capabilities. It offers end-to-end data encryption, device authentication, and data retention controls.  

Webex has a free plan for basic meeting needs. Paid plans are available for business calling and collaboration, with pricing varying by the Webex product and plan you choose. Webex is worth checking out if your remote team prioritizes data security.

3. 8×8

8×8 caters to global businesses with advanced communications workflows through its platform, which combines unified communications and contact center capabilities. It offers unlimited voice calling to numerous countries, video conferencing, skills-based routing, and strong analytics capabilities. 

Despite these features, 8×8 seems to be missing some key contact center capabilities. For example, this user said that the meeting and chat functions are basic. And another struggled to download call recordings. 

8×8’s global reach and scalability make it a great choice for businesses with an international presence or those planning to expand. It offers different plan levels for business communications and contact center needs, with features varying by plan. Pricing isn’t available on its website, so you must contact the company for a customized quote based on your business needs.

4. GoTo Connect

Formerly known as Jive, GoTo Connect is an easy-to-use cloud phone system with voice, video, and messaging capabilities. Its top features include customizable call routing, unlimited call queues, and an extensive integrations library. 

What users love most is its user-friendly interface and flexibility. According to one customer, it’s really easy to change call flows and add out-of-office messages on the platform without needing help from the support team.  

GoTo Connect offers tiered plans with different calling, collaboration, and contact center capabilities. It’s suitable for businesses that don’t want to be held back by unnecessary phone service complexity.  

5. CloudTalk

CloudTalk is a popular VoIP and contact center platform for sales and customer support teams because of its CRM integration capabilities. You can sync the phone with HubSpot to get up-to-date customer data for more personalized calls. This integration comes with a one-click option that enables your sales and support agents to make calls directly from HubSpot. 

CloudTalk has other customer-centric features like advanced call routing, ring groups, and call recording. It has four pricing plans, including the Starter Plan beginning at a low cost. Or you can contact the company for a tailored plan designed for your specific business use case. 

One thing to keep in mind is that CloudTalk often gets buggy. Users complain about random account logouts and app glitches. 

6. Ooma 

Ooma is ideal for small businesses looking for an affordable, uncomplicated phone system. It offers more than 50 standard features, including call transfer and forwarding, virtual fax, and call logs. 

Ooma has three business phone plans: Essentials, Pro, and Pro Plus. These plans give you access to Ooma’s standard features and specialized capabilities like a virtual receptionist and mobile app support. 

Its customer service team is pretty responsive. According to this user, “The best thing about Ooma is the great and helpful customer service. Every time I have a problem, the customer service department is there to help and provide support.” 

Ooma might be worth exploring if you’re looking for a simple, cost-effective small business phone service that gets the job done. 

Nextiva vs. Broadvoice: Cloud PBX Pricing 

It’s important to note that Broadvoice offers different pricing structures depending on the plan and contract term, with longer-term commitments generally offering lower rates.

In contrast, Nextiva offers flexible plans with pricing that depends on the number of users and the duration. This is ideal for organizations that do not want to be locked into strict business phone contracts. 

With Nextiva, you can go month to month for the ultimate flexibility or a multi-year agreement for the most competitive price. 

For a little bit more budget, your team gains advanced cloud PBX features like team collaboration, video and audio meetings, and free local and toll-free numbers, which Broadvoice’s plan doesn’t offer. 

The Verdict: Nextiva Wins

You get decent cloud communications features and pricing with Broadvoice. But upgrading to Nextiva gives you access to top-notch customer support with 24/7 availability, all-in-one UCaaS features, and an intuitive interface that’s easy to understand and use. 

Most importantly, you’ll be using a streamlined, integrated contact center solution that scales as your business grows. Say goodbye to switching software solutions every few years.

See why over 150,000 businesses made the switch. Learn how much of an impact Nextiva made on Austin Zoo in the video below.