3CX Live Chat vs Genesys PureConnect comparison

3CX and Genesys are both solutions in the Unified Communications category. 3CX is ranked #2 with an average rating of 7.0, while Genesys is ranked #7 with an average rating of 9.0. 3CX holds a 6.9% mindshare in UC, compared to Genesys’s 3.2% mindshare. Additionally, 91% of 3CX users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

3CX Live Chat

Read 55 3CX Live Chat reviews

473 Views
314 Comparison Views

91% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

128 Views
110 Comparison Views

100% willing to recommend

3CX Live Chat

Genesys PureConnect

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Executive Summary

We performed a comparison between 3CX Live Chat and Genesys PureConnect based on real PeerSpot user reviews.

Find out what your peers are saying about Cisco, 3CX, Kamailio and others in Unified Communications.

To learn more, read our detailed Unified Communications Report (Updated: October 2024).

Buyer's Guide

Unified Communications

October 2024

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Helped 816,406 peers since 2012

Categories and Ranking

3CX Live Chat

Ranking in Unified Communications

2nd

Average Rating

8.8

Number of Reviews

Ranking in other categories

Virtual Meetings (15th), IP PBX (1st), Live Chat (3rd), Hosted and Cloud Based VoIP (5th)

Genesys PureConnect

Ranking in Unified Communications

7th

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), Contact Center Infrastructure (5th), IP Telephony & Unified Communications (2nd)

Mindshare comparison

As of November 2024, in the Unified Communications category, the mindshare of 3CX Live Chat is 6.9%, down from 7.7% compared to the previous year. The mindshare of Genesys PureConnect is 3.2%, up from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Unified Communications

Featured Reviews

Ahmed ACHOUR

General Manager at Beyond IT Services

Enhanced service desk workflow which streamlines operations and offers strong integration capabilities

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…

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have not had any bugs or glitches, the solution is stable."

"This solution gives our customers mobility. They can use their phone system everywhere. The other key feature is the security."

"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."

"The integration between the video and voice is the most valuable solution."

"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."

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

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

"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."

More 3CX Live Chat pros

"Can integrate with a lot of gateways in voice."

Cons

"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."

"The support team can appear to be condescending."

"There should be an option to save some extensions."

"Its features for scheduling and generating reports need improvement."

"The solution was simple to install, but the configuration was not as simple. The full installation process took a few days."

"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."

"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 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."

More 3CX Live Chat cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

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

"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."

"The price of the solution is in the middle range compared to other solutions. There are different license options available. For example, there is a professional version and an enterprise version, and with the enterprise version, you have the ability to modify the dashboards. You can purchase a license at many different time frame increments, such as monthly, yearly, or two years."

"We have purchased an annual license to use 3CX Live Chat. There are different options available, you can pay monthly or yearly. I am completely satisfied with the pricing of 3CX Live Chat, it is cheaper than competitors and it is a better solution."

"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."

"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."

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

"We used a yearly license depending on the customer's requirements, and the customers did not complain about the pricing."

More 3CX Live Chat pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Computer Software Company

12%

Government

10%

Educational Organization

Computer Software Company

18%

Financial Services Firm

10%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about 3CX Live Chat?

The solution is stable.

See all answers

What is your experience regarding pricing and costs for 3CX Live Chat?

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.

See all answers

What needs improvement with 3CX Live Chat?

The reporting and dashboards of 3CX could be improved.

See all answers

What do you like most about Genesys PureConnect?

Can integrate with a lot of gateways in voice.

See all answers

What needs improvement with Genesys PureConnect?

As of now, they are doing great in all areas and they keep improving their services

See all answers

What is your primary use case for Genesys PureConnect?

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.

See all answers

Comparisons

Yeastar S-Series VoIP PBX vs 3CX Live Chat

Compared 33% of the time

Kamailio SIP Server vs 3CX Live Chat

Compared 25% of the time

Webex vs 3CX Live Chat

Compared 21% of the time

Fortinet FortiVoice vs 3CX Live Chat

Compared 21% of the time

More 3CX Live Chat Competitors

Genesys Cloud CX vs Genesys PureConnect

Compared 66% of the time

Cisco Jabber vs Genesys PureConnect

Compared 10% of the time

Calabrio ONE vs Genesys PureConnect

Compared 9% of the time

NICE CXone vs Genesys PureConnect

Compared 9% of the time

Kamailio SIP Server vs Genesys PureConnect

Compared 6% of the time

More Genesys PureConnect Competitors

Product Reports

Buyer's Guide

Live Chat

October 2024

Download 3CX Live Chat product report

Buyer's Guide

Workforce Engagement Management

October 2024

Download Genesys PureConnect product report

Also Known As

3CX PBX

Interactive Intelligence Customer Interaction Center, CIC

Learn More

3CX

Genesys

Overview

Connect with your website visitors for free with the 3CX Live Chat plugin. With more than 1,900,000 downloads, 3CX Live Chat is the most popular, effective and reliable live chat plugin for WordPress. Increase conversions and boost customer satisfaction by communicating directly with your website visitors in real-time.

Integrate with 3CX for a multichannel communications suite including voice and video (requires 3CX V16). Get 3CX for free for one year for unlimited users hosted by 3CX, in your own cloud account or on-premise on Windows or Linux.

Easy and convenient for visitors
Build rapport with potential customers via live chat
Increase sales
Reduce customer support line costs by using live chat
Learn to understand the pain points of your customers

FEATURES

Simple and clean UI for all users
Option to elevate a live chat to a call or video call
Free iOS or Android apps to respond to messages through a smartphone
Ability to transfer chats to other agents
Agent’s picture is shown in the live chatbox
Customizable chatbox. Add a company logo, change the colors of the chatbox
All chats are saved in chat history
Dedicated storage system for all offline messages
Create unlimited agents to handle live chats and calls
Customizable offline message form
Supports animations in the chatbox
Ability to choose whether you want to accept or decline a chat

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Sample Customers

Information Not Available

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Unified Communications

October 2024

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Find out what your peers are saying about Cisco, 3CX, Kamailio and others in Unified Communications. Updated: October 2024.

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