3CX Assessment–The Good and Dangerous

3CX is a non-public department trade (PBX) supplier and enterprise-grade enterprise communications resolution. You should utilize 3CX to run your individual contact heart or telephone system by deploying it by yourself on-premise servers or by means of a cloud platform. It provides you final management over your new system and provides a brand new layer of safety you gained’t get with hosted options. Nonetheless, self-hosted telephone techniques aren’t for everybody–they require an incredible quantity of assets to implement and handle.

How 3CX Compares to its Closest Opponents

3CX sometimes appeals to bigger corporations that need whole management over their name heart and PBX system. The choice to arrange and deploy 3CX by yourself servers as a self-hosted resolution makes it distinctive in comparison with different gamers on this house.

That mentioned, self-hosting is commonly too complicated or pointless for many companies—and you will get the identical nice options that 3CX gives from different suppliers with out the technical problem.

Nextiva gives the perfect of each worlds. You possibly can run a cloud contact heart and PBX with out having to cope with the technical complications of managing your individual servers. Nextiva delivers 99.999% uptime with redundancy, which is rather more dependable. For those who’re managing issues in-house utilizing 3CX, you run the danger of getting a single level of failure that takes your system down.

Each 3CX and Nextiva have omnichannel contact heart options. However Nextiva positively has the sting right here. It’s a lot simpler to arrange, run, scale, and has a a lot cleaner consumer interface for centralizing a number of contact choices right into a single dashboard. With built-in AI capabilities and blended communications for inbound and outbound communication, Nextiva works rather well for each enterprise measurement, even midsize and enterprise. Take a look at our full Nextiva overview to study extra.

If you would like a self-hosted resolution, then Asterisk and FreePBX are two of 3CX’s closest rivals. 

Each of those are free and open-source platforms that translate to limitless customization choices. Whilst you have the potential to do extra with Asterisk and FreePBX, it’s rather more difficult going with both of those. 3CX’s options are a bit extra restricted, however a lot of the system is already constructed for you, so it’s much less resource-intensive on the event aspect. 

Confer with our full listing of the greatest name heart software program to study extra about 3CX options. 

3CX vs. Different Enterprise Communications Options

RingCentral additionally has an enterprise-grade contact heart that’s a lot simpler to make use of and deploy than 3CX. Even if in case you have a big operation with your individual on-site servers, it doesn’t imply you have to deploy it inside your individual infrastructure.

Say you’re at present utilizing a self-hosted telephone system and contemplating utilizing the identical supplier so as to add contact heart options. That is nice if in case you have the assets to deal with it, however you may additionally take a special strategy–RingCentral’s cloud connector makes it simple to create extra of a hybrid PBX atmosphere so you may transition away out of your on-premise or self-hosted resolution if that’s your purpose.

Since RingCentral gives telephone techniques and call heart options, you may nonetheless have your complete ecosystem underneath one roof.

For those who’re studying this and realizing that 3CX, RingCentral, and Nextiva are method too superior for what you’re on the lookout for, CloudTalk or Aircall are far less complicated options. Each are cloud-based and a greater match for smaller groups or distant contact facilities. They’re simpler to make use of and so much cheaper than most different cloud-based platforms.

3CX: The Good

The Good

Simpler setup than different self-hosted telephone techniques: To make clear, 3CX is not simpler than most contact heart software program. Nonetheless, it’s one of many best choices for corporations that wish to host their very own options In comparison with free and open-source techniques that require extra growth assets to customise the system, IT groups can sometimes deploy 3CX in a number of days or per week at most. You could even have the ability to preserve and reuse your current {hardware}. There are some conditions of self-hosting with 3CX, like a static IP, a break up DNS, and firewall ports which are configured to let VoIP cross by means of appropriately. But when your IT stack doesn’t meet 3CX’s necessities, they’ve good documentation to assist your group get every part configured appropriately. 

No per-user licenses: One notable distinction of 3CX in comparison with almost each different contact heart resolution is its billing setup. Slightly than paying per line or per consumer, you’re paying an annual license for the system. The speed does enhance based mostly in your group measurement, because the backend necessities will alter accordingly. However that is nonetheless considerably lower than paying a month-to-month price per line. 

For instance, the 3CX Skilled plan begins at $515 per 12 months for as much as 25 customers. Different contact heart software program could price you $50 per 30 days per consumer—which interprets to $1,250 per 30 days or $15,000 per 12 months for 25 individuals. 3CX is only a fraction of that price. 

Free stay chat plugin: For omnichannel contact facilities, 3CX supplies a free stay chat plugin that you need to use to attach together with your clients. It will possibly simply be put in in your WordPress web site, and it even helps WhatsApp messaging for cell customers. The stay chat plugin can be arrange in order that customers can begin with a chat after which seamlessly transition right into a name. 

As soon as put in, you may totally customise the feel and appear of your 3CX stay chat bubble. This ensures that it aligns together with your branding. Whereas the plugin tends to work greatest with WordPress, you may also use it with Drupal, Joomla, Squarespace, Wix, and Webly. 

Name recording: All hosted plans from 3CX include name recording. This can be utilized for plenty of totally different use instances, starting from high quality assurance to agent coaching, compliance, and extra. Name recording isn’t at all times a typical function with all contact heart plans, so it’s good to see that 3CX gives it. What’s attention-grabbing is that almost all telephone techniques begin with on-demand name recording after which allow you to allow computerized name recording at larger plan tiers. 3CX does the alternative. You possibly can set calls to file mechanically, however the capability to start out and cease a recording is barely obtainable on the Enterprise tier. 

Sizzling desking: Sizzling desking is a must have function for any giant contact heart with shared workstations. It’s additionally actually helpful for hybrid work situations, the place name heart brokers spend a while at residence and different days within the workplace—or probably work in a number of places. This additionally works nice for twenty-four/7 name facilities in smaller areas the place chances are you’ll solely have 30 telephones shared by 100 or extra individuals working throughout totally different shifts. 

With sizzling desking, anybody in your group can go to an unoccupied telephone and make it “theirs” for nonetheless lengthy they’re sitting there. Signing out and in takes only a few seconds, so the telephones are prepared for the following sizzling desk consumer. 

Free for as much as ten customers: 3CX has one of the highly effective free plans in the marketplace. Whereas it’s probably not a viable choice for name heart functions, it’s a good way to check the platform with as much as ten customers. It solely helps three desk telephones, but it surely comes with extra options like stay chat, group messaging, cell and desktop apps, and WhatsApp—and you may even deliver your individual SIP trunk. 

Automated name dealing with options: For top-volume inbound name facilities, 3CX gives a name circulate designer that allows you to create routing guidelines based mostly on who is asking, the time of day, your online business hours, the caller’s location, and dozens of different metrics. 

You may as well use it to mechanically authenticate customers based mostly on their buyer ID quantity or another customized enter. For funds, you may arrange a voice cost gateway by way of IVR so callers can present their billing particulars with out having to talk to a stay agent. 

Extremely customizable: One most important advantage of self-hosting your contact heart is having full management. You are able to do almost something you need with 3CX it doesn’t matter what sort of name heart you’re working, assuming you may have the technical assets to perform it. 3CX permits you to host on a spread of servers, together with Amazon, Amazon Lightsail, Digital Ocean, Google, and Azure. You may as well customise issues like admin and supervisor dashboards to see your most essential metrics in real-time.

Free video conferencing software program: Each 3CX plan comes with free video conferencing software program. Whereas that is one thing we sometimes see in enterprise telephone techniques, it’s not at all times a typical providing for name facilities. 

Along with fundamental video calls, the software program helps display screen sharing, polls, file sharing, and whiteboarding. The 2 entry-level plans restrict you to simply 25 members per video name. However this jumps to 100 or 250 when you’re self-hosting. 

Constructed to scale: Your name heart gained’t outgrow 3CX. Whereas it’s not essentially the most feature-packed platform on the planet, it’s designed to assist the wants of enormous corporations and name facilities. It’s trusted by huge names like Pepsi, Wilson, Finest Western, Hugo Boss, Mercedes Benz, and Toyota. If it might probably deal with the wants of multinational enterprises, then it might probably probably develop with your online business, too. 

CRM and assist desk integrations: Having quick entry to your buyer info is essential for contemporary name facilities. Luckily, 3CX integrates with many standard CRMs and assist desk software program, together with HubSpot, Salesforce, Zoho, Zendesk, and extra. So you may centralize your information and supply a greater buyer expertise with out having to change forwards and backwards between a number of platforms whilst you’re on a name.

For those who’re utilizing a enterprise instrument or customized utility that isn’t at present supported by 3CX, you may at all times arrange a customized integration your self by means of the 3CX API. 

Potential 3CX Drawbacks

Requires IT assets: The largest downside of 3CX is that it’s just for corporations which have skilled IT groups able to organising and managing the system on a day-to-day foundation. Whilst you can let 3CX host the system for you, there’s zero purpose to go this route as a result of there are dozens of higher choices to think about for that situation. For those who don’t have the right IT necessities in-house, you both want to rent them or look elsewhere.

A lot of ongoing upkeep and updates: Past the preliminary setup, you’re totally chargeable for sustaining 3CX—to not point out your servers and full IT infrastructure. That is too difficult and dear for many companies. 3CX isn’t very costly in comparison with different options in the marketplace, however all the different prices related to self-hosting add up shortly. Be ready to deal with safety patches, server outages, and the rest thrown your method. 

No telephone quantity included: 3CX is likely one of the few contact heart options on the market that doesn’t offer you a enterprise telephone quantity. As a substitute, you might want to enroll and apply for a telephone quantity with one in every of 3CX’s SIP trunk companions. Value apart, it simply provides to the general mess and headache of self-hosting. It’s not a deal breaker, but it surely’s a ache. 

Purchases undergo a third-party associate: If you wish to buy 3CX, you don’t get the software program straight from them. You’ll have to discover a third-party distributor to deal with the licensing for you—no matter whether or not you’re deploying it on-premise or within the cloud. Including a intermediary right here simply complicates issues and your total shopping for expertise varies considerably relying on who you discover in your space. 3CX is conscious of this, as they price totally different suppliers as Bronze, Silver, Gold, or Platinum. Nonetheless, chances are you’ll not also have a Gold or Platinum supplier to select from relying in your location,

Inflexible consumer interface: The whole lot about utilizing 3CX simply feels outdated in comparison with fashionable contact heart software program. It’s not at all times simple to search out what you’re on the lookout for, and it might probably truly hinder the productiveness of your group. For those who get a free trial or demo model of different name heart options, you’ll shortly understand that 3CX is certainly falling behind the gang right here. 

Restricted assist: As anticipated with something self-hosted, you’re not going to have a lot assist from 3CX with any technical points. Even suppliers within the 3CX associate community have restricted entry to assist. For instance, telephone assist is barely obtainable to Silver companions and better, and ticket assist prices further. There’s additionally an inventory of almost 20 issues which are not included by 3CX for assist, and that assumes that you just even qualify for something to start with. In the meantime, many different nice name heart options supply 24/7 assist by way of telephone and stay chat for everybody.

3CX’s Plans and Pricing

Three 3CX has a enterprise telephone system that’s free for as much as ten customers. There’s additionally a small marketing strategy that begins at $175 per 12 months for as much as ten customers, and $275 for as much as 20 customers. However we don’t suggest both of those (or 3CX in any respect) for small groups. 

Most companies utilizing 3CX ought to go along with the Professional or Enterprise plan. These begin at $145 and $180 per 12 months, respectively—and the worth varies based mostly in your group measurement and whether or not you’re putting in it on-premise or self-hosting. 

When it comes to the software program alone, 3CX is notably cheaper than most contact heart options, and you don’t pay per consumer.

As compared, Nextiva’s omnichannel contact heart begins at $99 per consumer per 30 days, and RingCentral’s entry-level contact heart begins at $65 per consumer per 30 days. So that you’ll probably pay extra for these in a single month than you’ll with 3CX in a whole 12 months.

However with Nextiva and RingCentral, you don’t have to fret about server prices or labor for sustaining the system. These two prices alone can simply add tens of 1000’s to your whole price of utilizing 3CX. 

We encourage you to look past the sticker worth to actually assess whether or not 3CX is reasonably priced to your group.

It prices greater than it appears, and for a lot of, self-hosting isn’t price it.