What users are saying about
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233 Ratings
28 Ratings
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Score 9.1 out of 100

Genesys Cloud

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233 Ratings
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Score 7.4 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

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
Genesys Cloud
8.7
Agent dashboard
3CX Phone System
Genesys Cloud
8.5
Validate callers
3CX Phone System
Genesys Cloud
7.6
Outbound response
3CX Phone System
Genesys Cloud
8.4
Call forwarding
3CX Phone System
Genesys Cloud
7.9
Click-to-call (CTC)
3CX Phone System
Genesys Cloud
9.5
Warm transfer
3CX Phone System
Genesys Cloud
9.3
Predictive dialing
3CX Phone System
Genesys Cloud
8.3
Interactive voice response
3CX Phone System
Genesys Cloud
9.2
REST APIs
3CX Phone System
Genesys Cloud
9.2
Call scripts
3CX Phone System
Genesys Cloud
8.7
Call tracking
3CX Phone System
Genesys Cloud
9.3
Multichannel integration
3CX Phone System
Genesys Cloud
9.4
CRM software integration
3CX Phone System
Genesys Cloud
8.3

Workforce Optimization (WFO)

3CX Phone System
Genesys Cloud
8.8
Inbound call routing
3CX Phone System
Genesys Cloud
8.8
Omnichannel inbound routing
3CX Phone System
Genesys Cloud
9.2
Recording
3CX Phone System
Genesys Cloud
8.9
Quality management
3CX Phone System
Genesys Cloud
8.5
Call analytics
3CX Phone System
Genesys Cloud
9.1
Historical reporting
3CX Phone System
Genesys Cloud
8.8
Live reporting
3CX Phone System
Genesys Cloud
9.2
Customer surveys
3CX Phone System
Genesys Cloud
7.8
Customer interaction analytics
3CX Phone System
Genesys Cloud
8.7

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

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | 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

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | 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

Genesys Cloud

Genesys Cloud 6.5
Based on 95 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

In-Person Training

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | 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

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | 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

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

3CX Phone System

General

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

Genesys Cloud

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
Genesys Cloud
6.9

Likelihood to Renew

3CX Phone System
Genesys Cloud
8.3

Usability

3CX Phone System
Genesys Cloud
7.8

Reliability and Availability

3CX Phone System
Genesys Cloud
8.2

Performance

3CX Phone System
Genesys Cloud
8.2

Support Rating

3CX Phone System
6.5
Genesys Cloud
6.5

In-Person Training

3CX Phone System
Genesys Cloud
8.2

Online Training

3CX Phone System
Genesys Cloud
7.3

Implementation Rating

3CX Phone System
Genesys Cloud
7.6

Scalability

3CX Phone System
Genesys Cloud
8.2

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