3CX
Last Updated
Overview
3CX is a robust customer service software. Although initial advanced configurations demand technical expertise, its flat annual licensing and integrated AI insights provide unmatched financial value. Overall, 3CX’s strategic communication benefits make it a compelling choice for unified contact center handling.
3CX Specifications
- Live Chat
- Omnichannel Support
- CRM Integration
- Analytics and Reporting
3CX Features
Multi-Channel Live Chat
This feature enables agents to handle website inquiries, WhatsApp messages, and SMS directly within the main dashboard. It allows for real-time transitions between text-based chat and voice calls to ensure complex customer issues are resolved faster.
Advanced Call Queuing
Organizations can implement sophisticated routing strategies like skill-based assignment and "barge-in" capabilities for active supervisor coaching. These tools optimize agent productivity by ensuring inbound callers are automatically directed to the most qualified available team member.
AI-Powered Sentiment Analysis
The platform utilizes integrated artificial intelligence to transcribe voice conversations and automatically tag them based on customer satisfaction levels. This provides managers with instant insights into support quality without the need to manually review every recording.
Microsoft 365 Integration
The system synchronizes with Microsoft 365 to enable single sign-on (SSO) and automatic contact matching during incoming calls. This ensures that employee status updates and calendar appointments are reflected across the telephony system to streamline internal collaboration.
Integrated Video Conferencing
Users can launch face-to-face meetings directly from the web client or mobile apps with support for up to 250 participants. It includes collaborative tools like screen sharing and whiteboards to facilitate productive remote consultations and internal team huddles.
Pros And Cons of 3CX
Pros
Seamless internal call management and transfers
Exceptional system stability during usage growth
Reliable call recording for quality assurance
Cons
Complex initial installation for non-technical users
Support access requires additional paid credits
3CX Reviews
Total 55 reviews
4.6
All reviews are from verified customers
Rating Distribution
5
Stars65%
4
Stars29%
3
Stars4%
2
Stars0%
1
Stars2%
Share your experience
Mechanical or Industrial Engineering, N/A employees
More than a year
“Reliable VoIP at a fair price”
Pros
It's been a very great solution especially considering the pricing. Having the option to run it in the cloud is also a big plus since it helps avoid the usual on-premise headaches.
Cons
At this point, the dashboard feels a little outdated and could really use a redesign. It would also be nice to see AI features added especially for call management since some competitors already offer that.
Rating Distribution
Ease of use
6
Value for money
10
Customer Support
8
Functionality
7
Construction, N/A employees
Less than a year
“Connected calling on the go”
Pros
Now for me being away from the office no longer means missing work calls. I really appreciate how this app keeps me connected consistently and it's been tremendously helpful for staying available every time.
Cons
One issue I've noticed is that the call quality in the app isn't always up to the mark and the calls sometimes drop.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Construction, N/A employees
More than a year
“faced a lot of call issues”
Pros
One feature I really appreciate is the panel that lets you set your own status to things like "available" or "do not disturb," while also showing where other users are at.
Cons
Lately we've been running into problems transferring calls and some of them end up dropping. I also think the call log details could be presented in a much clearer way.
Rating Distribution
Ease of use
6
Value for money
6
Customer Support
6
Functionality
5
Frequently Asked Questions
What level of support does 3CX offer?
3CX offers expert support via phone, help desk and online submission form.
What types of pricing plans does 3CX offer?
The 3CX PRO plan starts at €350/year (up to 40 users/8 SC) and ranges up to €34,995/year (up to 8,192 users/1024 SC), with pricing scaling based on both simultaneous call capacity and new user-count limits. Get a detailed Service cost breakdown tailored to your specific requirements.
Who are the typical users of 3CX?
Typical users include IT services, healthcare, travel, retail, energy, telecommunication, and education sectors.
What other apps does 3CX integrate with?
3CX integrates with Salesforce, HubSpot, Zendesk, Zoho, Freshdesk, Microsoft Dynamics 365, and MongoDB.
Does 3CX have a mobile app?
Yes, 3CX does offer a dedicated mobile app for iOS and Android users.
What language does 3CX support?
3CX primarily supports multiple languages.
Does 3CX offer an API?
Yes, 3CX does offer an API.