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.
Read full review We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
Read full review 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. Read full review The ease of use and integration into our local IT infrastructure It improved business process agility especially for the work from home agents It improved our customer relations/service with fewer dropped calls It gives managers better reporting capabilities and call usage statistics Read full review Cons 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 If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on. Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience Self service options Read full review Likelihood to Renew I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
Read full review Support Rating 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 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
Read full review Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.
Read full review 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. Read full review The callback feature has saved clients a lot of hold time The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it Read full review ScreenShots