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3CX Live Chat pros and cons

Vendor: 3CX
4.4 out of 5
Badge Ranked 1
606 followers
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Pros & Cons summary

3CX Live Chat enhances customer mobility and integrates seamlessly with existing CRM systems and WordPress. It supports SIP compliance, offering compatibility with multiple SIP phone vendors. Strong reporting and management features cater to call center capabilities. However, customization limitations, configuration challenges, and underdeveloped web meeting features hinder its competitive edge. Call recording flexibility is restricted, and integration complexities may impact enterprise-level systems, limiting the platform's user-friendly appeal.

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Prominent pros & cons

PROS

3CX Live Chat provides mobility, allowing users to access their phone system from anywhere.
It integrates seamlessly with CRMs, syncing numbers and enhancing communication quality.
3CX Live Chat supports integration with SMS, making it convenient for customer communication.
The call queue and reporting systems are robust and cost-effective compared to competitive solutions.
3CX Live Chat offers valuable features including meetings, IVR, and workflow personalization.

CONS

3CX Live Chat lacks sufficient options for call recording and the ability to pause recording during sensitive customer interactions.
Customization features are limited in terms of call flow design and configuration changes require reinstallation.
Existing integration capabilities are inadequate, resulting in data extraction issues and CRM compatibility problems.
Group calling feature is absent, complicating multi-party communication and requiring workaround processes.
Reporting, analytics, and dashboards need improvement to enhance depth and insight generation.
 

3CX Live Chat Pros review quotes

RK
Sep 25, 2021
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.
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SW
Oct 12, 2021
The most valuable features of 3CX Live Chat are the ability to go straight to a call or screen-sharing and creating multiple channels from the same chat widget effectively. The ability to raise a call straight out to the cloud is fantastic, it is really useful. Additionally, it integrates very well with WordPress.
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SM
Oct 2, 2021
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.
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Buyer's Guide
3CX Live Chat vs. LiveChat
January 2025
Free Report: 3CX Live Chat vs. LiveChat
Find out what your peers are saying about 3CX Live Chat vs. LiveChat and other solutions. Updated: January 2025.
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CW
Jun 17, 2022
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.
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reviewer1676250 - PeerSpot reviewer
Sep 21, 2021
With the reporting feature you can get all the incoming and outgoing call details.
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ST
Oct 7, 2021
The dashboards and interface of the solution are very good, they have covered most of the main features needed for our needs.
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GS
Sep 17, 2021
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.
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reviewer1711665 - PeerSpot reviewer
Nov 8, 2021
The integration between the video and voice is the most valuable solution.
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RK
Sep 24, 2021
The most valuable features of 3CX Live Chat are the integration with our existing CRM allowing us to get all of the numbers synced together. The communication aspect of the solution was always working very well, the sound quality was perfect. We were able to log into the application to check which users were using the solution and if they were in a call or not. Additionally, the solution integrates well with other CRMs.
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Stavros Tsakmakas - PeerSpot reviewer
Jul 18, 2022
It’s straightforward to set up.
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3CX Live Chat Cons review quotes

RK
Sep 25, 2021
Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose.
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SW
Oct 12, 2021
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.
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SM
Oct 2, 2021
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.
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Buyer's Guide
3CX Live Chat vs. LiveChat
January 2025
Free Report: 3CX Live Chat vs. LiveChat
Find out what your peers are saying about 3CX Live Chat vs. LiveChat and other solutions. Updated: January 2025.
DOWNLOAD NOW
837,501 professionals have used our research since 2012.
CW
Jun 17, 2022
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.
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reviewer1676250 - PeerSpot reviewer
Sep 21, 2021
Once we establish the system and do the initial configuration, some configurations will be fixed. However, if we need to change those configurations, the option is to do a reinstallation. Otherwise, we cannot do anything.
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ST
Oct 7, 2021
The solution could improve the web meeting feature. There is a lot of competition from all the other applications that are out there, such as Microsoft Teams and Zoom. I find I do not use it that much. I do not know how much effort they are putting into the web meeting part of the program but it could improve.
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GS
Sep 17, 2021
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.
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reviewer1711665 - PeerSpot reviewer
Nov 8, 2021
The analytics need to have a granular depth on how the customer details and the data sends information through this medium.
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RK
Sep 24, 2021
3CX Live Chat could improve by having better integration with other solutions because we had multiple calls in which information was not extracted correctly. We had to modify their names, and some other data needed to be sorted out for a better understanding of the calls.
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Stavros Tsakmakas - PeerSpot reviewer
Jul 18, 2022
Having a video call would be a nice idea.
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Product Categories

Product Categories
Live Chat
Virtual Meetings
IP PBX
Unified Communications
Hosted and Cloud Based VoIP

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Product Categories

Product Categories
Live Chat
Virtual Meetings
IP PBX
Unified Communications
Hosted and Cloud Based VoIP

Popular Comparisons

Popular Comparisons
LiveChat vs 3CX Live Chat Logo
LiveChat vs 3CX Live Chat
See all alternatives