3CX Review

3CX
Product:
Vendor:
Founded:
Headquarters:
3CX
3CX
2005
Nicosia, Cypress
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
50,000
Cloud, On-Premise
Yes

3CX At A Glance

Good: The solution is straightforward to set up and and free for up to eight simultaneous calls.
Bad: Users report issues with lagging and high costs as features are added.
Bottom Line: 3CX is an open-source VoIP solution with on-premise and cloud deployments that helps companies improve collaboration and customer service.

Product Overview

3CX is an open-source VoIP solution that helps companies reduce telephony costs, increase productivity, streamline operations and improve customer service.

The software’s primary features include:

  • Call center
  • Collaboration
  • Mobile apps
  • Softphone
  • Video conferencing
  • WordPress Chat

Companies can download the software for free and then deploy it on-premise using Linux or Windows computers or in the cloud via a Google, Amazon or Azure account. Users can choose their own phone numbers, cloud provider and hardware.

Companies can also integrate the software with customer relationship management (CRM) software, email platforms and Office 365. The solution includes native mobile apps for Android and iOS.

Features

3CX’s key features include:

Call center – Companies can create a multi-channel contact center with advanced features such as call queues and analytics, manager whispering and barge-ins, and CRM integration. Agents can also chat, video or call website visitors in real-time.

Collaboration – Users can collaborate with tools to check the work status of co-workers, deliver faxes and voicemails to inboxes, send instant messages and text chats, and make calls through a Google Chrome extension.

Mobile apps – The vendor provides native apps for Android and iOS that avoid remote firewall issues, work with 3G or wi-fi, make and receive phone calls from the same phone number as the office, and can be automatically provisioned.

Softphones – Users can easily make phone calls from a Windows or Mac computer, drag and drop calls for quick transfers, manage multiple incoming calls, and integrate the solution with CRM and email software.

Video conferencing – Companies can hold virtual meetings through a web browser without additional software or plug-ins. Users can share screens and documents, take control remotely and take polls.

WordPress Chat – Companies can avoid creating a toll-free number by using a plug-in to add live chat support to their WordPress websites. Users can support visitors, turn the chat into a phone call, and transfer customers to a call center or sales team.

Target Market

3CX serves companies of all sizes in many industries worldwide.

Some of its customers include:

  • American Express
  • Best Western
  • Boeing
  • Harley Davidson
  • Hugo Boss
  • McDonald's
  • Mitsubishi
  • Pepsi
  • PricewaterhouseCoopers
  • RE/MAX LLC

Implementation/Integration

Companies can download the open-source software for free and install it on-premise for Linux or Windows computers. The solution can also run on the cloud via a Google, Amazon or Azure account.

The vendor provides a library of technical documentation for configuring and troubleshooting the software.

Companies that purchase an annual license also get security updates, push notifications, an absolute domain name, IP phone firmware and mobile app updates, and business phone system upgrades.

Customer Service & Support

Companies can purchase a support ticket through a 3CX partner or directly from the vendor for $75.

The vendor also provides technical documentation, a customer portal, administrator manuals and user forums.

Pricing

3CX is free to download and use for an unlimited number of users. However, companies need to purchase a pricing plan to make more than eight simultaneous calls (SCs). Companies generally need one SC for every four users.

Standard – The Standard plan includes a core business phone system, including unlimited extensions, iOS and Android mobile apps, and auto-provisioning. In addition, web conferences have a maximum of 25 participants.

  • Free for the first year no matter the number of SCs
  • Permanently free for up to eight SCs
  • $395 per year or $1,086 one-time fee for 16 SCs
  • $1,795 per year or $4,936 one-time fee for 64 SCs
  • $3,495 per year or $9,611 one-time fee for 128 SCs
  • $10,995 per year or $30,236 one-time fee for 512 SCs

Pro – The Pro plan has all the Standard features, plus Office 365 and CRM integration. Companies also get call center queueing, reports and recording. The maximum number of web conference participants is 100.

  • $325 per year for 8 SCs
  • $652 per year or $1,793 one-time fee for 16 SCs
  • $2,962 per year or $8,146 one-time fee for 64 SCs
  • $3,495 per year or $15,859 one-time fee for 128 SCs
  • $18,142 per year or $49,891 one-time fee for 512 SCs

Enterprise – The Enterprise plan has all the Pro features, call recording control, built-in failover, a standby license and a custom IP phone logo. The maximum number of web conference participants is 250.

  • $394 per year for 8 SCs
  • $790 per year or $1,793 one-time fee for 16 SCs
  • $3,590 per year or $8,146 one-time fee for 64 SCs
  • $6,990 per year or $15,859 one-time fee for 128 SCs
  • $21,990 per year or $49,891 one-time fee for 512 SCs

Each support ticket costs $75.

Shortcomings

Users report issues with lagging and high costs as features are added.

Screenshots

3CX Screenshot 1
3CX Screenshot 2
3CX Screenshot 3

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About

Founded in 2005, 3CX has developed a software-based, open source IP business phone system, which helps companies communicate, replaces traditional phones, reduces costs and boosts productivity.

Headquartered in Nicosia, Cypress, 3CX also has offices in the United States, United Kingdom, Germany, Hong Kong, South Africa, Russia and Australia. The vendor has 50,000 customers, 10,000 partners and 250,000 installations in 190 countries.

Send feedback or corrections to feedback@betterbuys.com.

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