3CX vs Amazon Connect

Likelihood to Recommend

In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.

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Verified User

Administrator in Information Technology

Higher Education Company, 201-500 employees

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Amazon Connect acts as the reputable call center, which takes every detail that customers have or want, and through professional assistance, proper guidelines are issued. Furthermore, for live chat or real time massaging procedures, Amazon Connect is available and convenient. For internal and external research, Amazon Connect is a tool that guarantees accurate survey results, and feedback are attained on time

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Jadwel Mayna

Strategic Planning Manager

Home Assist HealthHospital & Health Care, 51-200 employees

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Feature Rating Comparison

3CX

Amazon Connect

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

3CX

Amazon Connect

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.

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Verified User

Manager in Information Technology

Restaurants Company, 501-1000 employees

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The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
Lastly, through Amazon Connect, there is a survey and feedback option.

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Jadwel Mayna

Strategic Planning Manager

Home Assist HealthHospital & Health Care, 51-200 employees

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Cons

The set up can seem a little daunting, especially if you plan to take it on internally.
The apps are great, having your extension on your device is great but the desktop/windows app is a little dated, could do with an update.

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Marouane Tohme

Information Technology Officer

National Farmers And General Workers Co-operative Credit Union Society LimitedFinancial Services, 51-200 employees

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On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
[In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
[I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.

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Jadwel Mayna

Strategic Planning Manager

Home Assist HealthHospital & Health Care, 51-200 employees

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Usability

3CX 8.0

Based on 1 answer

It's been doing really good job for us. Are there better PBX systems out there? For sure there are, with more features and better support. But those are way more expensive and harder to implement and maintain. This system is almost no brainier, next -> next -> next -> finish and you have installed it. With a few more configs to hook it up to your SIP or PRI lines, you are up and running! Everything is GUI based so it's easy to navigate. It have everything you need to run serious call centre so I would recommend it for anyone unless you are Fortune 500 company with billions of budget for IT, then spend the big money and go with Cisco PBX.

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Verified User

Manager in Information Technology

Automotive Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Support Rating

3CX 4.9

Based on 5 answers

The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.

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Laura Steinbrink

HS Teacher/District Tech Integration Specialist

Plato R-V School DistrictEducation Management, 51-200 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website

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Verified User

Manager in Information Technology

Arts and Crafts Company, 11-50 employees

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Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in conducting research, as it maximizes the information that clients issue to us, for successful planning, and business budgeting.

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Jadwel Mayna

Strategic Planning Manager

Home Assist HealthHospital & Health Care, 51-200 employees

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Return on Investment

3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.

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Artur Bittencourt

Information Technology Manager

Corporation of the Township of EsquimaltGovernment Administration, 51-200 employees

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Through customer survey, we acquire primary hand information about our product, which is a mark in marketing.
Further, the cost of running Amazon Connect is very assertive and controlled, solving issues with our audience.
The call and chat options are affordable and no extra bailing that is done.

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Jadwel Mayna

Strategic Planning Manager

Home Assist HealthHospital & Health Care, 51-200 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

3CX Editions & Modules

Edition

Standard	Free
Pro	1.08²
Enterprise	1.31²

per user/per month

Additional Pricing Details

Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Amazon Connect Editions & Modules

Edition

Voice	.018¹
Chat	.004²
Tasks	.04³
Customer Profiles	$0.0025⁴
Voice ID	$0.025⁵
Contact Lens (first 5 million monthly minutes)	$0.015⁶
Contact Lens (5 million+ monthly minutes)	$0.0125⁶

per minute
per message
per task
per profile/per month
per transaction
per minute

Additional Pricing Details

—

Rating Summary

3CX

Amazon Connect

3CX

Amazon Connect

3CX

Amazon Connect

3CX

Amazon Connect

Likelihood to Recommend

3CX

Amazon Connect

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

3CX

Amazon Connect

Cons

3CX

Amazon Connect

Usability

3CX

Amazon Connect

Support Rating

3CX

Amazon Connect

Alternatives Considered

3CX

Amazon Connect

Return on Investment

3CX

Amazon Connect

Screenshots

3CX

Amazon Connect

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

3CX Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Amazon Connect Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison