What users are saying about
26 Ratings
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Score 9 out of 100
49 Ratings
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Score 8.1 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

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
Cisco Unified Contact Center
7.7
Agent dashboard
3CX Phone System
Cisco Unified Contact Center
7.0
Validate callers
3CX Phone System
Cisco Unified Contact Center
7.9
Outbound response
3CX Phone System
Cisco Unified Contact Center
8.2
Call forwarding
3CX Phone System
Cisco Unified Contact Center
8.0
Click-to-call (CTC)
3CX Phone System
Cisco Unified Contact Center
7.6
Warm transfer
3CX Phone System
Cisco Unified Contact Center
8.2
Predictive dialing
3CX Phone System
Cisco Unified Contact Center
7.7
Interactive voice response
3CX Phone System
Cisco Unified Contact Center
8.0
REST APIs
3CX Phone System
Cisco Unified Contact Center
7.1
Call scripts
3CX Phone System
Cisco Unified Contact Center
7.4
Call tracking
3CX Phone System
Cisco Unified Contact Center
8.8
Multichannel integration
3CX Phone System
Cisco Unified Contact Center
7.1
CRM software integration
3CX Phone System
Cisco Unified Contact Center
6.7

Workforce Optimization (WFO)

3CX Phone System
Cisco Unified Contact Center
8.0
Inbound call routing
3CX Phone System
Cisco Unified Contact Center
8.7
Omnichannel inbound routing
3CX Phone System
Cisco Unified Contact Center
7.8
Recording
3CX Phone System
Cisco Unified Contact Center
8.2
Quality management
3CX Phone System
Cisco Unified Contact Center
8.6
Call analytics
3CX Phone System
Cisco Unified Contact Center
7.7
Historical reporting
3CX Phone System
Cisco Unified Contact Center
8.8
Live reporting
3CX Phone System
Cisco Unified Contact Center
8.0
Customer surveys
3CX Phone System
Cisco Unified Contact Center
7.0
Customer interaction analytics
3CX Phone System
Cisco Unified Contact Center
6.9

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

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
Anonymous | TrustRadius Reviewer

Cons

3CX Phone System

  • The webmeeting function is clumsy compared to Zoom or Google Meets (Hangouts).
  • There is no support offered without paying for it, but the web forum that is offered for free does allow you to throw out questions and have them answered by someone in the community of 3CX user administrators.
Laura Steinbrink | TrustRadius Reviewer

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 9.8
Based on 4 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

Support Rating

3CX Phone System

3CX Phone System 6.5
Based on 2 answers
I didn't have to use support personally but I have talked to the administrators of the system and they confirm that any issue is dealt with quickly. As we haven't had big issues I can't talk about priority 1 incidents which require immediate attention, but normal issues are answered fairly quickly and accurately.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 4 answers
As I said before, CISCO has provided a lot of help to me with different products and this hasn't been an exception. We are very happy with this product and it allows us to achieve our targets. I really recommend the use of this tool to anybody who is seeking for an integral solution for Contact Centers.
Patricio Santirso | TrustRadius Reviewer

Alternatives Considered

3CX Phone System

Both are great - 3CX was chosen for its Windows compatibility, The operation has been very straightforward and was easily integrated and maintained. The ability to migrate later to a stable Unix platform is considered a real plus. We have been very pleased with the ease of use and the stability that the 3CX system provides, even on a Windows platform.
Mike McCloskey | TrustRadius Reviewer

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
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

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

Pricing Details

3CX Phone System

General

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

Cisco Unified Contact Center

General

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

Rating Summary

Likelihood to Recommend

3CX Phone System
9.0
Cisco Unified Contact Center
9.7

Likelihood to Renew

3CX Phone System
Cisco Unified Contact Center
9.8

Support Rating

3CX Phone System
6.5
Cisco Unified Contact Center
8.0

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