What users are saying about
56 Ratings
28 Ratings
56 Ratings
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Score 7.8 out of 100
28 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.6

    Amazon Connect

    86%
    Amazon Connect ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.7
    87%
    5 Ratings

    Validate callers

    N/A
    0 Ratings
    8.6
    86%
    5 Ratings

    Outbound response

    N/A
    0 Ratings
    8.7
    87%
    5 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    5 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.6
    86%
    5 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.3
    83%
    5 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.4
    84%
    4 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.5
    85%
    5 Ratings

    REST APIs

    N/A
    0 Ratings
    8.2
    82%
    4 Ratings

    Call scripts

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Call tracking

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Multichannel integration

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.2
    82%
    5 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.7

    Amazon Connect

    87%
    Amazon Connect ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.8
    88%
    5 Ratings

    Recording

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Quality management

    N/A
    0 Ratings
    8.4
    84%
    5 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    5 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    5 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.6
    86%
    5 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.6
    86%
    5 Ratings

    Attribute Ratings

    • Amazon Connect is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.1

    3CX

    71%
    14 Ratings
    8.7

    Amazon Connect

    87%
    5 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings

    Amazon Connect

    N/A
    0 Ratings

    Likelihood to Recommend

    3CX

    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.
    Read full review

    Amazon AWS

    Amazon Connect is a powerful collaboration tool allowing us to contact our customers through incoming and outgoing calls, email, and SMS with direct dialing, toll-free numbers, predictive dialer, and task management all from one place without the need to migrate to another application. Is the most comfortable and intelligent way to provide a rewarding experience to our customers with clear audio calls attending to their requests in record time.
    Read full review

    Pros

    3CX

    • 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.
    Read full review

    Amazon AWS

    • Amazon Connect provides a complete telephony service with automated toll-free numbers and direct phone numbers, with audio quality so that customers can hear clearly, immediate connection and cloud storage, calls are addressed in a professional and secure manner, offering customers safety and trust in start to finish.
    • We use Amazon Connect in my organization to interact with customers from anywhere creating unique experiences through chat and voice communications, it is a platform that facilitates the way we connect with customers and increase sales without having to go from one place to another.
    Read full review

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Read full review

    Amazon AWS

    • The support line always has a long wait time.
    • There is no single point of contact to help me with my issues.
    • The interface is always changing, so sometimes difficult to find the same features.
    Read full review

    Pricing Details

    3CX

    Starting Price

    $0

    Editions & Modules

    3CX editions and modules pricing
    EditionModules
    StandardFree1
    Pro1.082
    Enterprise1.313

    Footnotes

    1. none
    2. per user/per month
    3. per user/per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional 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.

    Amazon Connect

    Starting Price

    $0.0,025 per profile/per month

    Editions & Modules

    Amazon Connect editions and modules pricing
    EditionModules
    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)$0.01257

    Footnotes

    1. per minute
    2. per message
    3. per task
    4. per profile/per month
    5. per transaction
    6. per minute
    7. per minute

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Support Rating

    3CX

    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.
    Read full review

    Amazon AWS

    No answers on this topic

    Alternatives Considered

    3CX

    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
    Read full review

    Amazon AWS

    Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
    Read full review

    Return on Investment

    3CX

    • 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.
    Read full review

    Amazon AWS

    • 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.
    Read full review

    Screenshots

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