Overview
ProductRatingMost Used ByProduct SummaryStarting Price
3CX
Score 8.5 out of 10
N/A
Cyprus based company 3CX offers an IP PBX phone system.
$1.08
per user/per month
Genesys Cloud CX
Score 8.6 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
3CXGenesys Cloud CX
Editions & Modules
Pro
$1.08
per user/per month
Enterprise
$1.31
per user/per month
Standard
Free
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
3CXGenesys Cloud CX
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPrice 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.Pricing plans can also be billed hourly.
More Pricing Information
Community Pulse
3CXGenesys Cloud CX
Considered Both Products
3CX
Chose 3CX
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 …
Genesys Cloud CX
Chose Genesys Cloud CX
It is a powerful platform with many tools in just one app; it helps with the objectives of the company and allows good and efficient communication between the team members, the company, and the clients.
Top Pros
Top Cons
Features
3CXGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
3CX
-
Ratings
Genesys Cloud CX
8.1
391 Ratings
3% below category average
Agent dashboard00 Ratings7.9374 Ratings
Validate callers00 Ratings7.9325 Ratings
Outbound response00 Ratings7.6290 Ratings
Call forwarding00 Ratings8.3315 Ratings
Click-to-call (CTC)00 Ratings8.4254 Ratings
Warm transfer00 Ratings8.5361 Ratings
Predictive dialing00 Ratings7.8215 Ratings
Interactive voice response00 Ratings8.3307 Ratings
REST APIs00 Ratings8.2258 Ratings
Call scripts00 Ratings8.3287 Ratings
Call tracking00 Ratings8.5351 Ratings
Multichannel integration00 Ratings8.3283 Ratings
CRM software integration00 Ratings7.8273 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
3CX
-
Ratings
Genesys Cloud CX
7.8
371 Ratings
5% below category average
Inbound call routing00 Ratings8.5346 Ratings
Omnichannel inbound routing00 Ratings8.1264 Ratings
Recording00 Ratings8.5351 Ratings
Quality management00 Ratings8.0321 Ratings
Call analytics00 Ratings7.9332 Ratings
Historical reporting00 Ratings7.6345 Ratings
Live reporting00 Ratings7.8340 Ratings
Customer surveys00 Ratings6.6205 Ratings
Customer interaction analytics00 Ratings7.6247 Ratings
Best Alternatives
3CXGenesys Cloud CX
Small Businesses
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
3CXGenesys Cloud CX
Likelihood to Recommend
7.9
(14 ratings)
8.6
(415 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(37 ratings)
Usability
-
(0 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
5.4
(2 ratings)
7.0
(98 ratings)
In-Person Training
-
(0 ratings)
8.3
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
8.2
(19 ratings)
Configurability
-
(0 ratings)
8.7
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
6.5
(8 ratings)
Product Scalability
-
(0 ratings)
8.3
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.3
(7 ratings)
User Testimonials
3CXGenesys Cloud CX
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.
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Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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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
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
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
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
3CX
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
3CX
No answers on this topic
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
3CX
No answers on this topic
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Performance
3CX
No answers on this topic
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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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.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
3CX
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
3CX
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
3CX
No answers on this topic
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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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
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Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
3CX
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
3CX
No answers on this topic
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
Professional Services
3CX
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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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
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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ScreenShots

3CX Screenshots

Screenshot of Video ConferencingScreenshot of Advanced Contact Center ReportingScreenshot of Management DashboardScreenshot of Live ChatScreenshot of 3CX AppScreenshot of See the Status of Your Colleagues

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability