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Broadconnect Telecom was founded in 2005 and is headquartered in Toronto, Ontario but has offices throughout Canada and the USA. They have an "A" rating with the BBB.
Broadconnect offers an impressive full suite of services including Hosted PBX, Interactive Voice Response (IVR), SIP Trunking, Cloud computing, Business Internet service (private network), hosted call centers and full audio and video conferencing. This enables you to receive all of your communications needs from one provider and on one monthly bill. This review will focus on their hosted PBX solution.
One advantage with its platform is that it is able to run on a private voice and data network rather than the public Internet. This solves many of the issues other providers come across such as packet loss, jitter and high latencies with the end result being high quality phone calls. It also offers an advanced security over providers that use the public Internet to send voice traffic.
There are two plan options, fixed pricing and flexible pricing. Plans include unlimited calling in USA/CAN, unlimited extensions, unlimited Internet fax and 7x24x365 network monitoring/management.
Core features include auto attendant, messaging and presence, voicemail to email, various integrations (CRM, Outlook, PC toolbar), call management, find me/follow me, efax and mobile integrations. They also provide some advanced features such as call reporting, call recording, conferencing, collaboration, and call center features. A web portal is used to configure features to your needs.
If you have an existing legacy PBX system they have a VoIP migration option that is worth considering which allows you to reuse your existing phones and wiring to reduce up front capital costs.
You can buy IP phones directly from Broadconnect, in many cases at wholesale prices. They have various types available, including desktop, video, conference, and wireless, as well as from brands such as Polycom, Cisco, Avaya and Panasonic. Headsets and other accessories are also available to purchase.
The BroadTouch MobileLink App for Apple, Android and Blackberry provides a mobile solution for your business. MobileLink turns a Smartphone into a fully functional office phone. The App provides call history, directory search and the ability to set up all the features, such as call forwarding rules.
Emergency technical support is available 24 hours a day, 7 days a week via a toll-free phone number which is great. They also have a live chat option and a support email for general inquiries. For general inquiries via phone the hours are 8am to 8pm EST, Monday through Friday. The knowledgebase on their website is decent but not as comprehensive as some of their competitors. They do have datasheet/guides for all the phones they sell.
You can port your existing phone number, which typically takes 10-12 business days. A temporary number is provided during this time. You can even port cellular numbers from any of the Canadian mobile providers.
If you want to get the best quality and network security you will need to use their Internet service also. This may be more costly than your existing solution.
There appears to be no terms of service link available on their website. This is a little concerning as typically this is where providers display their fair usage policy (i.e. how many minutes does "unlimited calling" actually mean) and additional fee information (like disconnection fees and number porting fees). If you contact Broadconnect for further information we recommend asking them about fair usage policies and any additional fees. It may be that unlimited does truly mean unlimited in this case.
Broadconnect is a great choice for businesses that require high quality phone service and Internet service all in one. This provides a high quality and secure voice service as well as a single bill each month. It is a feature rich service and is reasonably priced for customers in both Canada and the USA, although you need to have at least 20+ users to really get down into the competitive price range. Large selections of IP phones are also available to buy directly from them. If you have a legacy PBX system and want to keep your up-front costs down you can consider their VoIP migration option.
Next, check out what users are saying about their experience with the service.
WhichVoIP.com has been monitoring user reviews for Broadconnect since 2011. Our visitors have been ranking them highly though review volume is still relatively low.
I recently switched to BroadConnect and I must say I love the service and call quality. The tech support is super and they offered me a very competitive rate.
BroadConnect reviews are listed in chronological order.
#6 : SEP 19th, 2016 : Chad
We are a midsize company with a small call center and were sold the BroadConnect hosted solution complete with reporting services. After making it through a very long 3 year contract with BroadConnect, I have very little that is positive to say about this company. From day one we struggled with call quality and functionality. For a midsize company like ourselves the hosted system they provide is way too locked down to administer effectively and they never were able to provide all the functionality that was promised during the sale of the system. Their helpdesk is not very helpful as on many occasions my network admin knew more about networking than their technicians. At the end of the day while the price is great, the hassles and lack of accountability from this company is not worth the trouble.
Carolyn (October 12th 2016) : We also are a mid size company and have nothing nice to say about the service and support we receive. I received a call from them asking for a rating and gave them the lowest possible rating due to the troubles we have had and received nothing in response. They just don't care ... can't wait for the contract to expire.
#5 : MAY 5th, 2013 : Geoff
We have just started with BroadConnect, so still early, in the process,will require more time for a more through review
#4 : FEB 4th, 2013 : Brian
I recently switched to BroadConnect and I must say I love the service & call quality. The tech support is super and they offered my a very competitive rate compared to what I was perviously paying. 2 thumbs up for BroadConnect
#3 : MAR 21st, 2012 : Bill
I like that they are situated relatively close to my business. If anything goes wrong, they are here in no time at all!
#2 : JAN 31st, 2012 : Sam
#1 : APR 20th, 2011 : Mike
We are very happy with the service!
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