Third Lane Reviews

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.

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.