What users are saying about
32 Ratings
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Score 9 out of 100
19 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

3CX Phone System

The 3CX system is a well-thought out phone system with many features and options. The plan pricing is very affordable and flexible depending on your business needs. However, the key to having a solid, well-performing system with 3CX is the quality of your Internet connection. You may want to discuss your Internet connection type and speeds with a 3CX reseller before deciding on a 3CX system.
Anonymous | TrustRadius Reviewer

Avaya Call Center Elite

I would recommend Avaya for a company that needs a stable environment up 24 hours/ 7 days a week. It is very stable. However, the configuration is more complex but gives you some flexibility.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
Avaya Call Center Elite
6.2
Validate callers
3CX Phone System
Avaya Call Center Elite
5.0
Outbound response
3CX Phone System
Avaya Call Center Elite
4.0
Call forwarding
3CX Phone System
Avaya Call Center Elite
8.0
Click-to-call (CTC)
3CX Phone System
Avaya Call Center Elite
3.0
Warm transfer
3CX Phone System
Avaya Call Center Elite
8.0
Predictive dialing
3CX Phone System
Avaya Call Center Elite
5.0
REST APIs
3CX Phone System
Avaya Call Center Elite
7.0
Call scripts
3CX Phone System
Avaya Call Center Elite
7.0
Call tracking
3CX Phone System
Avaya Call Center Elite
6.0
Multichannel integration
3CX Phone System
Avaya Call Center Elite
7.0
CRM software integration
3CX Phone System
Avaya Call Center Elite
8.0

Workforce Optimization (WFO)

3CX Phone System
Avaya Call Center Elite
7.5
Inbound call routing
3CX Phone System
Avaya Call Center Elite
8.0
Omnichannel inbound routing
3CX Phone System
Avaya Call Center Elite
7.0
Recording
3CX Phone System
Avaya Call Center Elite
7.0
Quality management
3CX Phone System
Avaya Call Center Elite
8.0
Call analytics
3CX Phone System
Avaya Call Center Elite
7.0
Historical reporting
3CX Phone System
Avaya Call Center Elite
8.0
Live reporting
3CX Phone System
Avaya Call Center Elite
8.0
Customer interaction analytics
3CX Phone System
Avaya Call Center Elite
7.0

Pros

3CX Phone System

  • 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.
Anonymous | TrustRadius Reviewer

Avaya Call Center Elite

  • Avaya delivers a strong platform, we rarely have any issue with the product.
  • They offer good support for software and hardware.
  • There is a good redundancy, who permit us to do maintenance while conserving a 24h service.
Anonymous | TrustRadius Reviewer

Cons

3CX Phone System

  • Logs - They give you general or really high-level info but you can't really drill down to specifics of what happened and who did what
  • Better segregation of roles or implementation of RBAC - sometimes you provide permissions to manager to be able to manage queue or ring group and they have way more permissions that are needed but no way to scale them down
Anonymous | TrustRadius Reviewer

Avaya Call Center Elite

  • The configuration of the system could be improved with a better-looking GUI.
  • They should offer more software base modules, instead of having a server for each little module.
Anonymous | TrustRadius Reviewer

Usability

3CX Phone System

3CX Phone System 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.
Anonymous | TrustRadius Reviewer

Avaya Call Center Elite

No score
No answers yet
No answers on this topic

Support Rating

3CX Phone System

3CX Phone System 5.5
Based on 3 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.
Laura Steinbrink | TrustRadius Reviewer

Avaya Call Center Elite

No score
No answers yet
No answers on this topic

Alternatives Considered

3CX Phone System

We didn't want Cisco Call Manager anymore. We used a very old version previously, but nonetheless it didn't have a very good name in the company. PureCloud was too call center focused so in the end, we like 3CX best. A small pilot was configured very fast, and after we went full production, there were no big issues.
Anonymous | TrustRadius Reviewer

Avaya Call Center Elite

We use both platforms, but for inbound we use mostly Avaya Aura Call Center Elite as it provides integrations with Cisco ICM. It is also stronger when you have more than 1000 skills and routing strategies. It requires less maintenance to keep stability.
Anonymous | TrustRadius Reviewer

Return on Investment

3CX Phone System

  • 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.
Artur Bittencourt | TrustRadius Reviewer

Avaya Call Center Elite

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | TrustRadius Reviewer

Screenshots

Avaya Call Center Elite

Pricing Details

3CX Phone System

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Avaya Call Center Elite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

3CX Phone System
8.9
Avaya Call Center Elite
7.0

Usability

3CX Phone System
8.0
Avaya Call Center Elite

Support Rating

3CX Phone System
5.5
Avaya Call Center Elite

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