Third Lane
Last Updated
Overview
Third Lane delivers comprehensive call center software featuring advanced routing and collaboration tools. While the abundance of features might present a slight learning curve for beginners, its flexibility remains a major asset. Despite this, Third Lane ensures reliable connectivity and operational efficiency, making it a robust choice for growing enterprises.
Overall Rating
Based on 2 users reviews
4.5
Rating Distribution
Positive
100%
Neutral
0%
Negative
0%
Starting Price
$0
(14-day free trial)
Third Lane Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
Third Lane Features
IVR And Auto Attendants
The platform provides sophisticated interactive voice response (IVR) and auto-attendant capabilities, allowing businesses to automate call handling. It ensures incoming calls are routed efficiently to the correct departments or individuals, significantly improving the caller experience and operational workflow.
Automatic Call Distribution
Third Lane features robust automatic call distribution (ACD) to manage high volumes of incoming traffic. It intelligently distributes calls among available agents based on predefined rules. In this regard, it reduces wait times and ensures that customers are connected to the most appropriate representative quickly.
Efficient Call Queueing
This solution offers advanced queue management tools that help businesses handle peak call times without losing customers. It organizes incoming calls into orderly queues, providing callers with status updates and options, thereby minimizing abandonment rates and maximizing service center efficiency.
Efficient Calls Management
The software enables comprehensive control over telephony operations through call logging, recording, and monitoring tools. Supervisors can utilize these functions to track performance and review interactions. Therefore, Third Lane facilitates compliance and maintains high service standards across the team.
Enhanced Team Collaboration
Third Lane facilitates seamless teamwork by integrating chat, voice, and video conferencing into a single application. This tool allows employees to share screens and communicate instantly, fostering a productive environment for remote and on-site staff.
Pros And Cons of Third Lane
Pros
Robust multi‑tenant PBX architecture for diverse client environments
Extensive customization options for MSPs and UCaaS providers
White‑label branding capability across all user touchpoints
Cons
A variety of features can feel overwhelming initially
The user interface could benefit from modernization
Third Lane Reviews
Total 2 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars50%
4
Stars50%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Telecommunications, 1-10 employees
More than a year
“simple to manage”
Pros
After more than two years using this for multi tenant PBX deployments, it has proven to be reliable, flexible and simple to manage. It does a good job with tenant isolation, supports SIP trunking and call center functionality and connects neatly with CRMs. It's a strong option for service providers that need scalability and solid control.
Cons
Because the platform is so configurable, it can feel a little overwhelming at the beginning but that same depth gives you complete control once you get comfortable with it.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
8
Telecommunications, 11-50 employees
More than a year
“highly customizable”
Pros
Something that really stands out is how simple it is to reverse engineer the framework when customizations are needed. As an Asterisk based PBX for call center use, it has been the best option I've worked with. It scales extremely well and the ability to move from single tenant to multi tenant or the other way around, is a huge advantage. The developers also seem genuinely interested in adding features based on feedback from resellers and customers which makes a big difference. Pricing per seat is very reasonable and having it free for under 10 users is a big plus. Unlike some other supposedly free platforms, it doesn't slowly drain your budget with constant extra charges. This software avoids that nickel and dime approach that makes some apps feel like they're always trying to upsell you at every turn.
Cons
One area that still feels limited is the built in call center reporting since the current metrics are fairly minimal. It does integrate easily with QueueMetrics which helps but I'd still prefer to see more detailed reporting included natively especially the kind of information call center managers need when evaluating agent performance and making decisions around coaching, discipline or staffing.
Rating Distribution
Ease of use
9
Value for money
7
Customer Support
8
Functionality
7
Frequently Asked Questions
What types of pricing plans does Third Lane offer?
The Third Lane price is customizable as per the specific needs of each business. So, request a personalized Third Lane pricing quote for your business.
What language does Third Lane support?
Third Lane is primarily available in English, Russian, Spanish, Dutch, and Portuguese.
Does Third Lane have a mobile app?
Yes, Third Lane provides the Thirdlane Connect mobile app for Android and iOS devices.
Does Third Lane offer an API?
Yes, Third Lane offers an API.
What other apps does Third Lane integrate with?
Third Lane software integrates with various third-party platforms, such as Zoho, HubSpot, Salesforce, Zendesk, and many others.
What level of support does Third Lane offer?
Third Lane provides support through an online ticketing system, documentation, and premium and on-demand support packages.
Who are the typical users of Third Lane?
The typical users of Third Lane features are MSPs, UCaaS providers, and resellers who want to deliver customizable, white‑label unified communications solutions.