3CX Live Chat Reviews

We use the solution for two things. One is internal communication or the telephones, and the other is B2B business-to-business solution, which is for video or IP for our distributors and the clients.

Prior to using this solution, there were difficulties with communication between the client and the distributor and our sales team, marketing team. That was improved after deployment of this solution. Because we integrated this voice solution with the video solution, we allow our distributor, our client, customers to log in to our portal to directly interact with our salespersons.

The most valuable solution is a committed server, which is integrated with the telephone. So the integration between the video and voice is the most valuable solution. 

The analytics need to have a granular depth on how the customer details and the data sends information through this medium. That manual data needs to be analyzed and that analyzation should be there in the solution.

I have been using this solution for the last five years.

The solution is very stable.

Only one technician needs to maintain the field components, such as telephones and all, and one engineer who needs to deploy for maintenance of the head-end system.

Scalability is perfect, meaning there is no prepping to do. You can scale the solution as per your requirement in the future as well.

There is no break point at the scalability level. Almost 1,000 to 1,200 users are using this solution in our organization.

In the future, if business grows, it would be increased at least 5% year on.

I received support from the OEM, and there is an ease of support for the customer.

At that time, there was no such solution in the market. There was a analog system, which is difficult to integrate with other systems and it is a monochrome solution. It's for single functionality only; there would be no multiple functionalities under the software. It was the analog technology earlier.

The initial setup of this solution is straightforward.

It only takes three to four days to deploy it. I deployed it myself.

Earlier the solution was perpetual; now OEM has made it a subscription-based solution. The customer has to pay on a quarterly basis, not yearly basis, as per the agreement signed with the OEM.

There is no add-on costing on the standard fees.

Yes, we compared other OEMs as well, along with this 3CX. We found this one was economical, along with bright features compared to the competitor.

I would advise going with the subscription-based model. It will be economical, as well as scalable in the future. It will be saving on a lot of under utilized resources. A customer can subscribe for more channels, or they can reduce the subscription. There is flexibility now that customers can benefit from. 

I would rate it a ten 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.

• Hot Desking
• Call Queues
• Wallboard
• Call Metrics
• Call Recording
• Easy to maintain

The hot desking made it easier to use a smaller space with multiple shifts and then provide call metrics for all the agents belonging to the queue.

Major changes between versions cause features to move in the tree. The major releases come before any significant minor releases, causing you to upgrade and relearn. They went from version 12 to 15 so quickly that if you do not upgrade, you lose support. During one upgrade, we lost conferencing that took several months to add back in the new version. Also, with the 3CX website, when you use Google, it displays results without letting you know which version it applies to. There is nothing more frustrating then trying to find a solution and finding out the article is not for the version you are using. I wish they would catalog their knowledge base better.

I have used it for four years.

We have not encountered any deployment issues with the 3CX system, only with a client's existing wiring.

We have not encountered any stability issues; runs smooth on Win7 Pro 64bit i7 with 16GB RAM.

We have not encountered any scalability issues; scales just fine.

All of our customer service was through the 3CX vendor Blue Marble Communications. They were excellent throughout the entire process.

We did not need tech support, really, as the vendor handled the complex portions.

We previously used Avaya. I was familiar with Avaya Partner and Magix systems, and they served us well. The cost associated with purchasing and maintaining a Avaya system was significantly more.

The vendor handled initial setup and trained us on how to use; we, as the client's IT management handled the tweaking.

Blue Marble Communications was the vendor and also the service provider. I myself and the rest of the staff agree that they were extremely knowledgeable and knew how to translate what the client was saying into technical terms and vice versa.

The monthly savings on service alone pays for the system in 8 months or less. If you factor in time and manpower, along with the new features that helped productivity, I would value the ROI at less than 3 months.

Pricing for 3CX and phones are reasonable and much less than Avaya and Mitel.

On-premise was significantly less than a hosted solution by Vonage, Comcast or 8x8. We liked the fact of having the choice based upon the client use. I truly believe you have to evaluate the use case scenario, then choose the solution. This is the crucial part in working with the vendor and the client to determine the best ultimate outcome. Vendors have previous case study experience and can relate to the customer and offer insights from similar customers.

We use this solution in our office and also recommend it to our IT managed customers when the time comes. I really enjoy using the same system for different scenarios. It helps me understand what it can do. Sometimes a client needs a solution that afterwards we use in house, too. Overall, it is a fun system to play with.

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. 

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.

3CX is a great solution for most call centers. I replace larger, older, more expensive PBX systems.  

• Lower cost SIP Trunks
• Easy installation
• Good usage reports
• Good remote management console
• User self management of their own extension or business management group.

• Advanced call center functions
• Good interface to Outlook and multiple CRM systems
• Easy management console access through web browsers
• SIP compliant to multiple SIP phone vendors, though it is not locked into a proprietary vendor.  
• Runs on Windows or Linux servers, with no proprietary PBX hardware.

It needs the option for the CS rep to stop recording when a credit card number is recited by the customer.

Switching from POTS or PRI to SIP Trunk save the customer real costs. ROI is seen in less than a year.

3CX is my best PBX offering because it is a third of the cost and provides a full set of professional features, especially for call centers.

I install phone systems as an independent consultant. 

• Ease of configuration and implementation
• Windows Platform
• Support is second to none

• It has made accountability easier due to reporting.
• It has made conferencing and video conferencing simple.
• It has made my life as the VoIP Division Manager easier.

Just an all round fabulous product.

Bring back the multi tenant ability in version 15 and above.

I would like to see a secondary Session Border Controller option at this time, the SBC is a single point of failure.

I would like them to bring back the system Extension View option where you could see the calls and call flow very easily. They did away with this in Version 15. You now have to use the Windows Phone to see this. Which isn’t a terrible thing. However, when you manage a large amount of PBXs, it’s rather cumbersome to have to provision Windows Phone for the client you are currently working with. E.g.: When we setup a call queue, ring group, etc., we test them and to see the extensions ringing is an easy way to determine the success of the setup.

Three years.

Extremely stable system! Occasionally a Service may hang up. However, our Multi tenant VoIP Infrastructure has been up and going three years with zero downtime.

No, being a 3CX Partner makes it easy for use to upgrade licensing when needed. The ease of configuration makes it easy to restore if hardware needs to be upgraded as well.

Second to none. On-line documentation is phenomenal!

We originally used Intuitive Voice as our VoIP platform. It was not very “intuitive”.

We were looking to be a VoIP Solution Partner for our clients, so we tested several different platforms. When we found 3CX, we used it on ourselves as a test bed. Soon after, we chose it as our preferred platform and have been using it ever since.

As with anything else, there is a learning curve and it’s not for an end user to install due to DNS and FQDN settings. However, I have found it not too bad to install, and once you learn the basics, it’s quite easy.

I would encourage any user to do their homework and know what your needs are now and what they may need to be in the coming years. If you plan on growing, and it is inevitable that you will grow, you may want to think of growing into the system, the licensing, etc. rather than get the bare minimum now and grow out of the system and licensing later.

We have tested Vodia, cloud-based options, Intuitive Voice, Yeastar and Grandstream.

Do your research and make sure you have a good understanding of VoIP and 3CX. There are plenty of YouTube videos to help you along the way.

We are a third-party logistics provider and we use 3CX for switching in our call center.

3CX has strong reporting and management features. You can manage the capabilities of a call center with queues and timers. It's a complete solution.

I need a robust provider who can help me use Live Chat. Unfortunately, I have to move from one provider to another because they don't have enough capabilities to maintain good service.

I want API support to get information through an API and manage it. There is some integration, but it works by using a URL in another platform, and that's it. For example, I would like to get the lock list of calls from an API. That could be a good idea.

We've been using Live Chat since 2019.

Live Chat works well. I haven't had any problems with the software.

I haven't contacted 3CX support. Of course, our main problem was related to the IP trunks and networks. But I don't remember getting any support from 3CX on those issues.

The setup was easy, but the provider did most of the implementation, so we only had to configure a few things.

I rate 3CX Live Chat eight out of 10. I would maybe go as high as 10 if it had APIs, which are valuable to me. But overall, I would recommend it. If you have a good solution provider, it works beautifully. If not, you will have an enormous problem like we have right now.