Broadvoice
Procurement partnerAbout
Broadvoice is a cloud communications company that provides AI-powered contact center and unified communications platforms for businesses. Their core products include GoContact, an omnichannel contact center platform, and b-hive, a unified communications platform for internal team collaboration. They serve industries including healthcare, financial services, insurance, real estate, and logistics.
Details
Website
broadvoice.comOfferings
14 active
VenSearch Intelligence
Ideal Customer
- Broadvoice explicitly positions itself for small to mid-market businesses and BPOs, with its b-hive platform described as purpose-built for companies with as few as 10 employees and as many as 500.
- Its CCaaS platform GoContact is targeted at mid-market contact centers and BPOs that need omnichannel capabilities without the complexity and cost of enterprise-tier platforms.
Key Differentiators
- Broadvoice's primary differentiator is the rare combination of proprietary UCaaS (b-hive) and CCaaS (GoContact) platforms under one roof, built on native cloud-native architecture (containers, microservices, AI) rather than assembled through third-party middleware.
- The company emphasizes its award-winning Broadvoice Success Program, which assigns every customer an orientation specialist for the first 90 days and has driven a reported 95% CSAT score, a 17% reduction in support calls, and an 11% decrease in technical calls since 2021.
Industries Served
- Broadvoice explicitly targets healthcare, financial services, retail, education, government, manufacturing, transportation, and the business process outsourcing (BPO) vertical.
- Healthcare is a particularly prominent focus, with HIPAA-compliant solutions marketed directly to medical practices, hospitals, and health systems.
Service Coverage
- Broadvoice is headquartered in Northridge, California and primarily serves businesses across the United States and Canada, with its core geographic focus being North American.
- Following its 2021 acquisition of GoContact — a Portugal-based CCaaS provider with operations in Portugal, Spain, Morocco, Angola, and Colombia — Broadvoice expanded its footprint into the EMEA and Latin America regions.
Partnerships
- Broadvoice operates a channel-first go-to-market model and explicitly states it does not sell direct — every deal goes through a partner.
- It has signed master agency agreements with major distributors including Sandler Partners (with over 3,000 technology sales partners) and TCG, and works with master agents such as ACS Cloud Partners.
Company Size & Ownership
- Broadvoice was founded in December 2003 and is headquartered in Northridge, California.
- Employee counts across sources vary between approximately 250–350 total staff, with one source citing roughly 272 employees as of April 2026 spread across four continents.
Compliance & Certifications
- Broadvoice achieved SOC 2 Type 1 certification in July 2024 for both its GoContact CCaaS and b-hive UCaaS platforms, covering security, availability, processing integrity, confidentiality, and privacy controls.
- Both platforms are also HIPAA-compliant, and the GoContact contact center platform carries GDPR compliance for European data protection standards.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
14 offeringsAnalyst
Analyst is a conversational AI analytics tool built into GoContact that allows contact center managers and operations leaders to ask plain language questions about their contact center data and receive instant answers. It connects directly to contact center data to surface queue performance, agent productivity, KPI trends, and SLA risks without requiring dashboards to be built or query languages to be learned. Broadvoice claims Analyst can reduce reporting time by up to 90% and free up to 25 hours per week across operations teams.
b-hive Communicator
b-hive Communicator is a team collaboration application that consolidates voice calling, instant chat, video meetings, text messaging, screen sharing, voicemail, and fax into one secure platform. It is SOC2 and HIPAA compliant by default with private meeting lobbies, role-based access controls, and supports up to 50 participants in video meetings. The app works identically on desktop, iOS, and Android and includes SIPREC support for multi-vendor recording environments.
b-hive Platform
b-hive is Broadvoice's unified communications platform that brings calls, video, messaging, and collaboration into one application for internal team use. It operates across desktop, mobile, and web with a 99.999% uptime SLA and supports over 50 integrations. The platform includes enterprise security with end-to-end encryption, SSO, and granular access controls, and is designed to replace separate phone systems, video conferencing platforms, and messaging apps.
Cloud PBX
Broadvoice Cloud PBX is a fully cloud-hosted business phone system that provides extensions, call routing, auto attendants, ring groups, queues, voicemail, and call forwarding without any on-site hardware. IT teams manage all users, menus, and call rules through a single admin portal and can add users, locations, and remote teams in minutes. The system supports multi-location and hybrid cloud PBX/SIP environments through one secure interface.
Dialer
GoContact's outbound dialer automates outbound calling to boost agent productivity by keeping agents talking rather than waiting between calls. It supports predictive, manual, and power dialing modes and includes built-in compliance safeguards. The dialer is designed to maximize agent connection rates while protecting brand compliance.
Engage Voice Chatbots
Engage is Broadvoice's AI voicebot that holds natural, human-like conversations with callers, understands their intent in their own words, and resolves interactions from start to finish without requiring a human agent. It pulls answers from the business's knowledge base, CRM, and live call context in real time to ensure accurate, grounded responses without hallucinations. For interactions that require a human, Engage hands off the call to the right agent with full context and an AI-enhanced call summary.
GoAI
GoAI is Broadvoice's AI suite built natively into the GoContact platform, covering pre-call, during-call, and post-call touchpoints across the full customer journey. It includes voice bot automation, post-call summaries, intelligent routing, real-time agent coaching, and AI-powered analytics. GoAI is LLM-agnostic and designed to work without data scientists or AI specialists, delivering measurable results including 80% average self-service success rate and 97% routing precision.
GoContact Platform
GoContact is Broadvoice's all-in-one contact center platform that connects voice, digital CX channels, AI tools, and performance analytics into one system. Agents can manage interactions from a single workspace across voice, webchat, SMS, email, and social messaging including WhatsApp. The platform includes intelligent routing, real-time monitoring, customer history, satisfaction surveys, and built-in AI capabilities.
Microsoft Dynamics Integration
GoContact embeds directly inside Microsoft Dynamics as a native panel, allowing agents to handle inbound and outbound calls, select queues or campaigns, log call outcomes, and manage the full contact center workflow without leaving their CRM. Call outcomes, interaction details, and notes are automatically saved to the contact record in Dynamics at the end of every call. The integration is installed through the Microsoft Dynamics App Store and is built and supported directly by Broadvoice with no third-party middleware.
Omnichannel
GoContact's omnichannel capability unifies voice, chat, email, and SMS into a single agent workspace so agents manage all interactions from one interface without switching tools. Conversation history and customer context carry automatically across every channel, enabling customers to switch channels mid-conversation without repeating themselves. The platform provides unified queue management, channel analytics, and real-time operational visibility.
Post-Call AI
Post-Call AI automatically transcribes, summarizes, and analyzes every customer conversation the moment it ends, covering 100% of calls rather than a sampled subset. It scores sentiment, detects key topics, flags coaching moments and compliance risks, and automatically detects and encrypts text-based PII within transcripts. The tool is built natively into GoContact and supports transcription and analysis in English, Spanish, and Portuguese.
Self Service
GoContact's self-service capability combines advanced IVR and AI-powered Intelligent Voice Assistants (IVAs) to resolve routine customer requests automatically before they reach an agent. It supports both keypad-based and natural language voice interactions for tasks like account inquiries, appointment scheduling, order status, and payments. Context is carried forward to live agents when escalation is needed, and the system includes analytics to understand call drivers.
SIP Trunking
Broadvoice SIP Trunking replaces traditional phone lines with secure IP-based voice connectivity that routes calls through a business's existing PBX or cloud communications platform. IT teams get centralized provisioning, number management with local and international DIDs, usage visibility, and real-time reporting without managing physical circuits. Capacity can be added or removed on demand without hardware changes, and built-in redundancy and failover ensure call reliability.
Smart Scripting
Smart Scripting provides real-time guidance to contact center agents during calls through dynamic prompts and call flows. It gives agents the right response at the right time without breaking conversational flow, helping new hires perform consistently from day one. The feature reduces escalations by ensuring agents deliver consistent, on-brand responses across every interaction.
Considering Broadvoice?
Our team will work with you to determine if Broadvoice is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.