Broadvoice | CX Cloud Contact Center

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$18/month per user

Broadvoice Augmented CX delivers post-call summaries, sentiment analysis and instant insights so teams can review 100% of interactions and improve customer experience.

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Product Category

Unified Communications & Contact Center Platform

Product Subcategory

Contact Center as a Service

AI Functions

Post-call AI analysis to identify bottlenecks and reduce agent wrap-up time.
AI-powered analytics across voice, SMS, chat and other channels to detect trends and patterns in customer interactions.
Workforce management optimization using AI to match agent capacity with demand and help reduce agent burnout.
Automated routing and omnichannel context preservation (leveraging AI to keep customer journey consistent).

Product Core Functions

The Broadvoice b‑hive platform offers a unified cloud communications suite combining phone, SMS/texting, chat, video conferencing, fax/virtual fax, and contact-center capabilities. It supports omnichannel engagement — voice, video, chat, mobile — and gives businesses both UCaaS and CCaaS in a single platform. It also supports SIP-trunking for existing hardware modernization, enabling businesses to keep their current phones while moving to cloud calling. Management is handled through a single dashboard where administrators can set up users, extensions, call flows, analytics and call menus across multiple locations.

Key Features

Auto attendant, call forwarding (busy/don’t answer), find-me/follow-me, voicemail-to-email, mobile app & desktop softphone.
Video conferencing + screen sharing, team chat, softphone (for remote/hybrid workforce).
Omnichannel contact center features: voice, SMS, chat routing, analytics, workforce management, AI insights.
SIP trunking support: use existing phone hardware, virtual call paths, scalable bursting to handle high volumes.
Unified dashboard / portal: administer users, extensions, call menus, multi-location management and call analytics from one interface.
Flexible deployment: cloud-native, scalable, supports remote/hybrid workers, global extensions (depending on plan).

Ease Of Use

Setup is relatively straightforward for cloud-native communications: since the platform is delivered as a service, you avoid large on-premises hardware installs. Admins can onboard users, assign extensions, configure call flows and auto-attendants via the web portal. According to the vendor messaging, you can build a contact-center queue and assign agents “in less than 10 minutes” using their low-code architecture.

Daily usability is high: end-users (agents, employees) access their business line, voicemail, chat, SMS, video and fax in one interface whether on desktop or mobile. The unified experience supports hybrid/remote teams comfortably.

Team onboarding time is modest—basic user access and training on softphone/chat are quick (hours rather than days) for typical business-users; more complex workflows (contact-centre routing, analytics dashboards, AI features) require somewhat more ramp-up (maybe 1-2 days). Integration with existing tools is supported: the platform offers API and integrations (e.g., CRM screen-pop, unified analytics) and supports existing hardware via SIP trunking.

Ongoing admin demand is moderate: once set up, standard operations (adding users, monitoring call analytics, adjusting flows) are typical for any communications system. However if you leverage advanced analytics/AI features and omnichannel contact centre management, you may need to allocate a dedicated admin or team (or use vendor professional services) to optimize routing, review dashboards, and fine-tune performance. For smaller businesses, the admin burden remains manageable; for larger/multi-location deployments with full contact-centre features, ongoing governance is more substantial.

Use Cases

A mid-market service firm (e.g., legal, accounting) with hybrid/remote staff that needs a unified business phone line, SMS, video and mobile access to present professionally and maintain team collaboration.
A retail or e-commerce company with a customer contact centre (voice + chat + SMS) that wants to improve customer experience, capture analytics and manage agent workloads across channels.
A franchise or multi-location business (for example property management companies, regional contractors, healthcare practices) needing consistent phone service, auto-attendants, unified messaging and ability to scale across locations.
A growth-stage technology company with global expansion needs: support for international DIDs, unified communications for distributed teams, and cloud contact-centre capabilities without heavy IT infrastructure build-out.
A business that currently uses a legacy on-premises PBX and wants to migrate to cloud communications but keep existing hardware (via SIP trunking), while gaining modern UCaaS/CCaaS features and analytics.

Conclusion

For organizations seeking a cloud-based communications platform that spans both unified communications and contact-center functionality, Broadvoice’s b-hive offers a compelling package of voice, video, SMS, chat, fax and AI-enhanced analytics in a single platform. With support for hybrid/remote teams, existing phone hardware, and growing multi-channel customer engagement needs, it provides a flexible solution that can scale. If you’re looking to streamline your communications under one roof and gain deeper insights into your customer interactions, this platform warrants serious consideration.