As we enter a new year, Broadvoice is also entering a new phase. One of advanced innovation and accelerated growth. To give you an inside look at what’s ahead, we sat down with our CEO, Jim Murphy, to discuss strategy, exciting developments, and how Broadvoice is poised to lead in the rapidly evolving communications landscape. Here’s what Jim had to say:
Where do you see Broadvoice going in 2025?
Broadvoice at its heart has always been a Customer Experience-first company — it’s in our DNA. We started the company nearly 20 years ago with one purpose: to help our customers. But over the last two decades, their needs have changed and technology has changed.
In the United States, we’re still primarily known for our UCaaS/CCaaS solutions to SMB and the mid-market. Internationally, we’re trusted as a powerful CCaaS provider to Enterprise and BPO’s. This year, we are unifying our vision and focusing on a roadmap that aligns both solutions with one goal: to help our customers, from SMBs to fortune 100 companies working with BPOs, to drive better outcomes. To support this evolution, you’re going to be seeing a lot more from us.
We’ve always been a partner-first organization. While other providers continue to explore alternative channels, you’re going to see us double down on our relationships with a global expansion of our partner program. We’re setting out on a world tour of events that will highlight our dedication to our partners and educate them on our evolving solutions designed to address modern CX challenges — from Mexico to Colombia, Portugal, Spain, and 10+ cities across the United States.
How is Broadvoice prioritizing CX innovation?
Our new features in data analytics and AI are all about enhancing the customer experience. Whether it’s voice, text, video, or chatbot interactions, the focus is on controlling the customer journey and extracting valuable insights. This wealth of data enables strategic decision-making, and the rapid pace of innovation in this area is truly exciting.
How do you see our products and services evolving to keep up with demand?
You’re going to see a much bigger shift within Broadvoice this year when it comes to contact centers. That’s been a huge area of growth for us over the last few years. We’re seeing customers with both UCaaS and contact center solutions who want to pull meaningful data from all of their interactions into one place. When you have all of those customer interactions funneling into one data set, that’s when strategic decision-making can really happen.
What technologies are guiding our 2025 strategy?
Partners are going to see a lot more automation features and voicebot options – packaged in a way that SMBs and mid-market companies can use right out of the box. Finding a provider that offers solutions that are easy to implement is crucial, and we want to help partners understand that.
How are we positioning our company to stay ahead of our competitors in the market?
It’s a huge investment in training. Not just training customers and end-users but also our partner community. With rapidly evolving technology, it’s imperative that partners stay ahead by devoting time to learn about these new technologies. They need to remain trusted advisors on all things tech, bringing innovative solutions to their customers.
What are the main goals for the channel in 2025, and how did those shape our overall strategy?
The main goal for our channel is to educate our partner community on our capabilities. Long-term partners need to stay updated on what we offer so they don’t miss opportunities due to outdated perceptions. It’s on us to ensure they’re informed and confident in our offerings. Plus, we’ve taken some of our most successful enterprise and mid-market sales resources globally and brought them to the US this year to assist our channel partners in closing bigger contact center deals.
What excites you the most about the direction we’re headed in?
This is a time of endless potential. New technologies are emerging, and people are finding innovative ways to do old things. Our product roadmap is incredibly exciting, enabling us to deliver a comprehensive customer experience.
What unique needs are we seeing inside our primary markets?
As we move into larger markets, the one-size-fits-all approach doesn’t work. Customers might already have embedded solutions they’re comfortable with, whether it’s a workforce management tool or something else. We need to remain flexible and ensure our products integrate seamlessly with their existing systems.
Any other news to share for 2025?
You’re already seeing a logo shift that combines the Broadvoice and GoContact logos. This change highlights our commitment to the contact center product and underscores our focus on this area of growth.
Broadvoice is ready to take 2025 by storm, with a strong focus on innovation, partner education, and delivering exceptional customer experiences. As we continue to push the boundaries of what’s possible in communications, we’re excited to have you along for the journey.