3CX Live Chat Reviews

The customers use 3CX for IP telephony and call center activities. Additionally, they use 3CX for service desk activities, including integration with other ITSM products to collect data from customers who need technical support on their platforms.

3CX has proven to be a good solution, particularly due to its integration capabilities with IP telephony and call center activities. It helps to perform the service desk activity with other ITSM products, prompting services by languages and skills, which streamlines the operation within a good price range.

The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity.

The reporting and dashboards of 3CX could be improved.

I have been using 3CX Live Chat since 2020, which is approximately four years.

3CX is a very good solution, and it is easy to maintain and use. I appreciate its stability.

3CX has an adaptability rating of eight out of ten. I am satisfied with the scalability of 3CX and do not see a need for significant improvements in this area.

I do not contact technical support as a consultant; it is the customers who contact technical support if they need it.

Positive

The initial setup of 3CX in a cloud environment is very easy. It involves creating internal users, then configuring the external trend, groups, call scenarios, SED missile, and recording necessary announcements.

The pricing of 3CX is around six out of ten. For some customers, the first year may be free of charge, allowing them to try the solution before deciding to implement it.

I'd rate the solution eight out of ten.

We implement the solution to run a help desk and for internal communication. We do some chat support and have got SMS set up through it.

I sell these systems. I go out, I demo it to the client, and put a quote together for them. After they accept the quote, I design the system along with them, using their input, as well as exports from their old systems. Then I implement the solution, install it, do all of the networking and cabling, train all the end users, and then maintain it on the back end.

The call queue and reporting systems are robust compared to what you have to pay to get the same level of functionality with a competing system. 

From a reseller perspective, the licensing plan is great as you can increase the size of the business without necessarily having to increase the size of the license.

There are a lot of quality of life things that could be improved. When adding extensions, you need to use the extension import setting, you can't just use an import function to update extensions. You have to delete and recreate the extension, which can have all kinds of unintended consequences.

The willingness of customer support to help with issues varies, they seem to have a narrowly defined window of support. 

I have been using the solution for just over five years. 

I would say the solution is essentially as stable as the hardware it's running on. I have carried out 80 plus installs and usually it's network stability that's the issue, not 3CX. Even with that many systems, issues have been very rare.

I could scale the solution to any size. I have no doubts. I can go up to 2,048 simultaneous calls. This may even be 4,096 now, and I could bridge multiple of those together. One of those systems would be sufficient for a company of 10,000 to 20,000 employees. I don't think there's any issue with scalability, once you start bridging systems, you can get as big as you want.
I can maintain 50 to 100 servers by myself with some additional tool set features and some adaptions that we've developed. We also have our regular help desk that will jump in and help with issues. Purely for maintenance, I would say 100 servers would be the limit for how many servers a single person could manage.  

They're great. If it's an issue that they say is covered by their technical support, they are great. I guess the one issue is that there are a number of things with the operating system or hardware where they'll say, "This is outside of our realm of what we'll provide assistance with." Some of it I get, but on other portions when there's an issue that's created specifically by something they did at the operating system level and they're saying, "Well, it's the operating system level. We don't help," even though it's their own image, they should provide support for their image.

We previously used Allworx, and changed proprietary issues. Allworx requires its own hardware, whereas 3CX can be installed on any hardware that meets the minimum requirements. A four BLF button phone, with a 280 by 120 pixel grayscale screen from Allworx costs more than a seven-inch capacitive 800 by 480 pixel touch screen, with 29 BLFs and local seven-way conference calling that I could get for somebody on 3CX. It makes the decision a no-brainer, you get so much more for your money with this solution.  

I'm a 3CX reseller, so I found it pretty straightforward.

3CX sells an annual subscription, but we usually split it out monthly for clients, so they don't see an annual bill for the 3CX licensing, it's just part of their monthly phone bill. As they're paying us for carrier service anyway, we just roll it all together.

Your standard phone service would be an additional cost, you either need to maintain a local carrier with POTS lines or PRI or a SIP, or you have to go with a cloud-based SIP.

I would advise people to do their research and compare other systems out there, because certain systems specialize at certain things. 3CX makes a really good phone system, but there may be certain minor functions and features it doesn't have that would be very useful for your organization. Every organization has different needs, so it's important to select the phone system that fulfills those needs. I would rate this solution a nine out of ten. 

3CX Live Chat lets me speak with my colleagues and suppliers from anywhere. We have around 20 people using it. Everyone in the accounting department uses 3CX.

I'm working from home, so I can use it on my phone. The suppliers can reach me on the phone, which is convenient since I'm no longer in the office. 

3CX is useful and easy to use. I can talk to my colleagues from anywhere. 

You cannot make a group call on 3CX. That feature would make my life easier because I could talk to two suppliers or a supplier and management together. I wouldn't need to end the call and call another person. 

I've been using 3CX for the past three years.

3CX has been really stable so far. Everything works fine, and I haven't had any issues. 

I rate 3CX support 10 out of 10. I speak with them all the time when i have some technical issues while texting. They always respond quickly, and they're so friendly.

Positive

Setting up 3CX is straightforward. I rate it 10 out of 10 for ease of deployment. The IT department handles this, and there are two techs on the IT team. 

I rate 3CX Live Chat 10 out of 10. It's the best product to use. I'm so happy with it. 3CX is straightforward to use and makes life easier.

Normally 3CX is used for enterprise telephony, but for some parts of that, we use separate solutions. We use it along with Zendesk, which is a cloud-based CRM. There are some integrated aspects of it we are also using. We are primarily on Zoom. We do conferences sometimes on 3CX but not often. For enterprise, we have Zoom We started using Zoom much earlier than 3CX, so we continued with that. People are pretty comfortable with Zoom. We have four implementations of 3CX. One has around 200 to 300 extensions running on it. There's one with 700 and another one that is not really in use yet.

3CX moved to WebRTC, which was not the case earlier. That has kind of given us some kind of flexibility, especially during these lockdowns. Installation of host-based applications or legacy applications on Windows or macOS was becoming a bit of a challenge. WebRTC runs pretty smoothly on every system, which has helped a lot. It is easier to configure, so there is less room for customization unless we perform very specific things.

3CX is easy to use. It's pretty a much regular PBX system. It is quite easy to configure aspects of it, and it has a good soft client. The 3CX web client recently started using WebRTC. It's not an extensive or call-centric system with very limited reporting and customization capability. Lately, there have been challenges of integration as well, but then, overall, it's a good system. I would not say that it is great for a large BPO system, but it is good for small-scale systems with a couple hundred extensions.

Sometimes we're having some issues where the caller lands into the queue instead of going directly to the extensions, so we're getting a missed call or there might be an issue with IP address level or something. That'll be honest. There are some concerns with respect to that type of integration. Aside from that, the reporting is great. It's a big-time limitation that we see today. We have contracted out to another partner of 3CX to start working on a separate instance of reporting because it is not that flexible. 

The partner that we are working with has quite a bit of experience in 3CX, so we don't have many pain points. Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose. We have got three or four systems running 3CX and they are connected through a bridge. That's where integration becomes a challenge. 

3CX has some other limitations. One of our teams totally stopped using 3CX because couldn't use it to capture the recordings of the conversations they were having with the client and also sync images on HubSpot CRM. 3CX native integration does not make it possible for us to restrict the HubSpot integration to a specific group of extensions. It can only be applied to the entire PBX or it is not applicable at all. On their own, they found another PBX system on the HubSpot marketplace that had native integration with HubSpot and just started using it. That particular system has fewer capabilities than 3CX, but then it has a very nice contemporary interface and it's extremely user-friendly. Also, 3CX no longer offers APIs. In absence of APIs, we can't do a lot of the things we would want to. For example, updating contacts is a limitation for us. 

I'm a system integrator and some clients of mine are using 3CX. So I've been consistently using it for three or four years.

I would say that 3CX is quite stable. I haven't experienced abrupt downtime in the system—not that I can recall. One of the reasons why put it on the cloud was to get out of the local management requirements. 

We hardly go to 3CX for support because our partner itself is quite sufficient to handle any level 3 request unless it is something very specific. For example, we recently came across challenges with a macOS application. And later we were told that 3CX is withdrawing support for applications on macOS. And then I think 95% of our problems are taken care of by our partner. Documentation is not that great. In fact, many of the finer points we want to figure out on our own are not available, so we have to go to the partner. Because they are experienced in handling some things, they come back with the answers or the solution.

I'm talking about the implementation of 3CX because that's what my clients are using. As for myself, I'm a consultant who helps clients, including telecoms, set up their customer experience systems. If we're talking about my own company and my own experience, then 3CX is one of the experiences. I have experience from very old systems to the latest ones.

We have a third-party company, which is basically a partner of 3CX. So they handle any upgrades or upkeep of the hardware and the PCs and all that. The configuration of 3CX and other aspects is not complex. Deployment took three or four days because you start with the fundamentals, then you start adding modules. You should start with the PBX and then you start putting the contacts to it and configuring.  We didn't do anything big time like switching from one existing system to another. 

We have not calculated ROI. I think most of the organization's ROI comes from the things that we are using. Some are a mix of backend management, including security guards. It is not that we are using it for pure processes per se, such as supporting processes for sales or maybe collection. It's not that way. So ROI is different.

The 3CX license it's perpetual, but then you renew it on yearly basis. It's difficult to say if it's priced correctly. The solution that I'm using is purchased by my implementation partner from 3CX. They take 3CX and implement it on the cloud and then charge us. That also includes tech support. To consider it as an individual product of 3CX, I have to go by the limited documentation there we have. The support level is pretty limited for that matter and so are other aspects. So I might not be able to speak directly to that. And from my understanding, the way the licensing scheme is structured is a bit different. It goes like this: If you have eight, you can move from eight to 16. From 16 it goes to 32. From 32 you can only go up to 64, not 40.

I would rate it eight out of 10. If you're considering 3CX you have to look at your ecosystem with an eye toward integration. The other aspect to consider is how extensive you want the reporting to be and whether you want a central admin capability in place. Then, there are real-time reports, which are pretty limited today. And you have to have a basic level of understanding to work on the PBX or anything else. It certainly requires training on the product to understand and determine the product views. Otherwise, it's a simple, plain product that anyone can understand.

We use the solution as our telephone system for work coordination through internal and external messaging.

The solution's most valuable feature is the ability to create call queues. 

The solution's features for scheduling and generating reports need improvement. It fails to provide updated data. We have to connect with third-party tools for reports costing us additional expenses.

The solution is stable.

I rate the solution's scalability an eight out of ten. We have 80-90 executives using it.

We can raise tickets to the solution's technical support team via email. It would be helpful and make communication more accessible if they also provided a phone number to contact.

The solution's initial setup is more straightforward if you understand how networking works. It takes a month and a half to complete.

We implemented the solution with the help of our in-house team.

I rate the solution a six out of ten. I advise others to understand the networking presets as the solution is heavily network-based.

We use 3CX Live Chat for customer support. It is one of the touchpoints we have enabled, allowing customers to jump straight into a chat from our in-house order management platform, and via our website. You have some customers who will come in via the website, and those are more sales-related inquiries. We have enabled a live chat channel as one of the support options which allows customers who are using the platform that is struggling, to initiate a support chat with one of the team. After the chat, if the customer felt that you needed additional assistance, you could then, using the 3CX platform, jump from a chat environment into a call and a screen share.

One of the biggest benefits of using 3CX Live Chat in our organization is it just works. It does not require a massive amount of technical know-how in configuring it. The guides produced by 3CX are very clear, and feedback from customers is good. It is convenient and it does what it needs to do, which is fantastic. The solution has been a very good fit-out of the box, and we are very pleased with it.

The most valuable feature of 3CX Live Chat is the ability to jump from live chat to a phone call or screen-sharing session without leaving the 3CX Live Chat application. 

We found the integration into WordPress a bonus as that is our chosen web development platform, the integration was quick, seamless and worked as desired.

3CX Live Chat could improve by being more customizable. There should be more skinning options for the appearance of the solution when we embed it onto a website. This would allow us to make it look more like part of our solution, rather than a third-party application. 

In an upcoming release, the solution could benefit by having a multiple chat view for a manager or administrators to allow them to see all the chats that were going on. This would give them an idea of the capacity and availability because this is one area it is not easy to see.

The switchboard and the wallboard give a brilliant overview, but they do not take into account chats. I have not found a way to do it. You might have a scenario where you have six agents on chat, and two on the phone, you would not necessarily see that those agents were on a chat at a glance.

I have been using 3CX Live Chat for approximately three years.

We have never had a problem with our 3CX platform. We have never had a problem with the deployment, integration, or functionality. Everything has worked very well.

We have not experienced any problems with the scalability of 3CX Live Chat. For the number of agents and users that we have that used it, we have not run into any capacity problems.

We have two teams of 10, totaling 20 users using the solution. They are not all using the solution at the same time, they tend to rotate around.

We have not had any problems with the need to contact 3CX Live Chat technical support. Between the 3CX support forums or our telephony partner, we have not run into any issues where we have needed assistance beyond what we received.

The installation of 3CX Live Chat is very straightforward. It was on the website extremely quickly and then we added it into our order management platform without any difficulty. The overall process took three to five days maximum. This included everything, getting it up and running, and ironing out any quirks that were found during testing. It was quick and convenient.

We try to move people towards self-service, our goals are to make chat the first point of contact rather than phoning or emailing. While using the chat we can filter it out and escalate it if we want to. We would prefer this to the customer phoning for assistance.

We use one person who did the website code, and one other from the development team that dealt with the telephony. The management produced the scope of who would be in chat and so forth, but the actual physical deployment was only two people. It was very easy and does not require any maintenance that we are aware of. However, there have been updates to the solution but we have not any issues with them. Everything has always worked well.

We have received a return on our investment by purchasing this solution. We have omnichannel support and we have noticed on the channels where we have deployed it, there has been a reduction in phone calls made inbound, and an increase in support turnaround. We have been able to resolve cases quicker where we have been able to chat in real-time about a problem.

The price of the solution has been reasonable. We have not had any problems or complaints with the licensing model. We have not reached a point where we need to upgrade. We have all the correct channels. 

Before choosing 3CX Live Chat we looked at a couple of other solutions. We were going to choose WhatsApp which many other organizations are using but we already had 3CX Telephony, and it made sense to integrate into what we already had. We were familiar with the platform and we were comfortable working with it, which meant we felt it would be a quicker deployment.

I would recommend to others wanting to implement 3CX Live Chat having a partner show them all of the options because there are quite a lot of options that you might only discover once you have the solution running. I would not hesitate in recommending it to anyone. Deploy it, use it, and then gain the benefits of having it.

One of the biggest lessons we have learned from using 3CX Live Chat is we should have used it earlier. We should not have hesitated and deployed it. It is a great solution.

I rate 3CX Live Chat a nine out of ten.

We use 3CX to answer customer questions through the website or text. Our main published number is attached to the messaging system, so we encourage customers to text the main number. Customers can use that as the main point of contact. There's a button on the website where you can click to chat with a customer service representative or send an SMS to the main number. It all also goes through the 3CX Live Chat service. 

We have a couple of dozen employees using it in some form. That includes everything from frontline customer service to technical people and billing.

3CX Live Chat has improved response times. When customers have issues or questions, you need to get answers quickly and easily. On a phone conversation, you can sometimes get bogged down in a lot of superfluous details. With texting, that doesn't seem to happen as much. You can respond quickly, and one representative can take care of many customers through the messaging app, so you can multiply one person's efforts. So our customers are receiving a much greater level of customer service since we started using the chat option.

The integration with SMS has been helpful. That's how a lot of customers prefer to communicate nowadays. It makes it convenient for the customer to reach us. It's about meeting your customers halfway so that you can communicate with them as efficiently as possible.

Message management in 3CX Live Chat is a little tricky. You can transfer a conversation to someone else if it comes into a group, but it isn't always easy to return the conversation to the group. It's easy to transfer the chat to another individual, but if you need to get it back out to the group because it's something that everyone needs to see, then that part isn't as easy as it should be.

The messages go into a queue, and the first person to respond becomes the owner of the message. But sometimes, we need to get that message back out into the queue, and there's no good way to do that. So, that's one software upgrade that I would like to see. In the next implementation, they should make it a little easier to manage the messages.

I've been using 3CX Live Chat for probably six months now.

3CX Live Chat has been absolutely rock solid. We've had no issues at all.

Live Chat is absolutely scalable. One of the reasons we use 3CX is that the license allows an unlimited number of extensions, so we can put as many people as we want on the solution. So it's highly effective from that standpoint.

The solution is minimalistic, so it takes few people to support it. It's clean and works really well.

We previously used a solution called WeText.Pro, but we switched because it simplified everything for our people. Instead of using two apps to accomplish the same thing, we could integrate it into the one that we were already using the most. So, it made everything much more straightforward for all the users. Live Chat offers easier message management, better notifications, and better integration with something we were already using. The last one was the deciding factor.

The initial setup of 3CX Live Chat is effortless. We had it up and running in a matter of minutes. I was pleased with that. It's super simple to set up and configure. Total deployment time was maybe 45 minutes. So, the chat solution works through the 3CX web app and also through the desktop app. Our people are already using 3CX, so it was just an add-on. Because they were already accustomed to using the 3CX app, it was more convenient than looking for another app to handle the chat feature. So, it's now integrated with the actual phone service. So, it made it a lot easier.

I don't have any numbers in front of me, but the cost of the license and implementation was small, so we've already recouped the money far and above anything that we've spent for the solution.

On a monthly basis, the license costs around $50 a month, and there are no additional fees.

I would rate 3CX Live Chat a 10 out of 10. It's user-friendly and easy to implement. LiveChat makes it easy to respond to your customers and connect with them. It was effortless to deploy and distribute the solution to everybody on staff. I love the product and would highly recommend it. It's a great solution to streamline your customer interaction. If you're looking to combine integrate your voice and messaging applications, this one's kind of hard to beat.

I set up 3CX for large corporate clients who use it as their main communication platform for all their branches and offices. These corporations generally have a lot of employees. I set up the preset environment for around 500 to 1,000 extensions per client. One of my customers had upwards of around 3,000 extensions.

3CX has a graphical user interface, and this is awesome because I don't have to have an IT person from my company in my customer's environment to set up and configure 3CX for my client. I just train the customer. The graphical user interface helped me a lot because it gave me more time to focus on my business while my customers can do the things that intersect by themselves. 

In 3CX, customization is not as easy as I would like. With 3CX Call Flow Designer, you can set up the flow of a call, deliver it to the department, and automate the process. I can't do many things with this. It could be easier. I would also like to add an SMS feature. Lots of other Brazilian network operators are integrating SMS into their systems. The failover doesn't work as it should either. I expect it to work automatically, but it doesn't. I have to do the same over again myself. This is something worrying about 3CX.

I've been using 3CX for about 18 months or more.

Scaling up is very easy. I had some cases where I started with 24 simultaneous calls and I had to upgrade to 32 simultaneous calls, and it was very easy. I just changed the configuration and designed new extensions. 

I used Asterisk, FreeSWITCH, and Issabel previously but switched to 3CX because of the support and the user-friendly graphical interface. With Asterisk, we had to manually set up the extensions due to our configurations. We don't have this situation with 3CX. It has extension provisioning. We just install the 3CX app on our phones or the computer and scan the QR code, then the extension is ready to go. Support is better, too. When I need support from 3CX, I just send an email to support and they answer quickly. With Asterisk, I have to go to community support for assistance most of the time.

The graphical user interface is easy and user-friendly, but configuring the console is kind of difficult to do. I can set up 3CX systems by myself, and it takes around five business days to design, build and deliver.

Many of my customers cut some costs in their local environment using 3CX because they usually use cell phones for communication. And when they switched to an SAP environment, they saw some cost savings. 

I like the prices. I think they're fair and reasonable. There aren't any additional costs. With the license I purchased, I have all features that I need. I don't have to buy an add-on or another license.

My advice is that people should first truly understand their needs. 3CX can help you but you'll really need to understand what you need and then buy the right version for you. 3CX is a great system. My business grew a lot with 3CX, so I am very happy with it.

I would rate 3CX eight out of 10.

I used to have the solution for remote conversations and some phone calls. It especially works for when people are abroad. When I want to contact people from abroad that my phone service company doesn't cover, I can use this product instead.

The solution is basically an online phone. It doesn't charge you anything. You can contact people easier than using normal applications.

A phone call might be interrupted by a signal or something like that. This won’t happen using the solution in question. It has powerful and secure connections.

It’s straightforward to set up.

It actually has some stability problems. It actually lags and sometimes doesn't load. Maybe the system has need to be improved, and maybe a new version for updates or something needs to happen.

Having a video call would be a nice idea. Also, they could offer some more options in terms of text messages to give it more options beyond just phone calls.

I’ve been using the solution for a year to a year and a half.

The solution does have some stability issues. There can be issues with loading.

I'm not really sure about the scalability, to be honest. I’ve never had to scale the product to any great extent.

In our organization, every employee uses it. That’s over 200 people at least.

I’ve never really used support services in the past. My problem was basically that I was using it a lot, so the technical support couldn't actually help in that.

The initial setup is straightforward. It’s not overly complex.

I'm not 100% sure. However, it’s my understanding that there is no cost.

I’m not sure which version of the solution we’re using.

Potential new users should first check whether the device they have is compatible. There have been, for us, loading problems. Those issues may be something from the system, from the processor, or something like that. However, due to those known issues, they should check whether they will have any problem loading it or not.

I’d rate it a seven out of ten. There is much room for improvement, although its capabilities are good.

I'm using the latest version. It's deployed on-premises.

There are 100 people using this solution in my organization.

It lets you see how many calls you made, the time you called, and how many minutes you spent on the phone.

There should be an option to save some extensions. Instead of clicking on numbers, you would just click on the extension that you have saved so you can call the colleague or different departments.

In a future release, I would like to see a catalog where you can save some extensions and click on that, so you can post it that way to your colleague instead of looking for the number and then dialing.

I have been using this solution for two years.

It's very stable.

It was straightforward.

I would rate this solution 8 out of 10.

I think it's the best option to use. It's very popular and very easy to use.