What users are saying about
49 Ratings
49 Ratings
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Score 7.5 out of 100
211 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    7.4

    Genesys PureConnect

    74%
    Genesys PureConnect ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    6.5
    65%
    52 Ratings

    Validate callers

    N/A
    0 Ratings
    7.5
    75%
    46 Ratings

    Outbound response

    N/A
    0 Ratings
    7.0
    70%
    39 Ratings

    Call forwarding

    N/A
    0 Ratings
    7.9
    79%
    53 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    6.3
    63%
    42 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.4
    84%
    54 Ratings

    Predictive dialing

    N/A
    0 Ratings
    7.1
    71%
    35 Ratings

    Interactive voice response

    N/A
    0 Ratings
    7.3
    73%
    42 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    35 Ratings

    Call scripts

    N/A
    0 Ratings
    7.3
    73%
    37 Ratings

    Call tracking

    N/A
    0 Ratings
    7.8
    78%
    52 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.3
    73%
    42 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.5
    75%
    36 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    7.6

    Genesys PureConnect

    76%
    Genesys PureConnect ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.0
    80%
    37 Ratings

    Recording

    N/A
    0 Ratings
    8.5
    85%
    50 Ratings

    Quality management

    N/A
    0 Ratings
    7.5
    75%
    44 Ratings

    Call analytics

    N/A
    0 Ratings
    7.5
    75%
    41 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.2
    72%
    50 Ratings

    Live reporting

    N/A
    0 Ratings
    8.2
    82%
    46 Ratings

    Customer surveys

    N/A
    0 Ratings
    6.8
    68%
    34 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    6.4
    64%
    29 Ratings

    Attribute Ratings

    • Genesys PureConnect is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    7.7

    Genesys PureConnect

    77%
    113 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    8.6

    Genesys PureConnect

    86%
    12 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    8.7

    Genesys PureConnect

    87%
    9 Ratings

    Availability

    3CX

    N/A
    0 Ratings
    9.1

    Genesys PureConnect

    91%
    6 Ratings

    Performance

    3CX

    N/A
    0 Ratings
    8.8

    Genesys PureConnect

    88%
    6 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    7.8

    Genesys PureConnect

    78%
    16 Ratings

    In-Person Training

    3CX

    N/A
    0 Ratings
    8.2

    Genesys PureConnect

    82%
    4 Ratings

    Online Training

    3CX

    N/A
    0 Ratings
    8.3

    Genesys PureConnect

    83%
    3 Ratings

    Implementation Rating

    3CX

    N/A
    0 Ratings
    6.1

    Genesys PureConnect

    61%
    21 Ratings

    Product Scalability

    3CX

    N/A
    0 Ratings
    8.2

    Genesys PureConnect

    82%
    3 Ratings

    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.
    Anonymous | TrustRadius Reviewer

    Genesys PureConnect

    CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
    Jim Barber | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Genesys PureConnect

    • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
    • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
    • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
    Shahbaz Chughtai | TrustRadius Reviewer

    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.
    Daniel Merkl | TrustRadius Reviewer

    Genesys PureConnect

    • Licensing can be challenging and very expensive.
    • Client templates are hard to administer and are built very different than the rest of the functionality.
    • Web desktop has been slow to come along and include all the features.
    • Optimizer is very sub-par product.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price 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.

    Genesys PureConnect

    General

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

    Starting Price

    Genesys PureConnect Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.6
    Based on 12 answers
    We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
    One of the biggest advantages is that all is in one platform.
    Anonymous | TrustRadius Reviewer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.7
    Based on 9 answers
    Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 9.1
    Based on 6 answers
    The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
    Anonymous | TrustRadius Reviewer

    Performance

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.8
    Based on 6 answers
    Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
    Anonymous | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 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

    Genesys PureConnect

    Genesys PureConnect 7.8
    Based on 16 answers
    Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
    Ruud Reinold | TrustRadius Reviewer

    In-Person Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.2
    Based on 4 answers
    I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
    Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
    Anonymous | TrustRadius Reviewer

    Online Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.3
    Based on 3 answers
    The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 6.1
    Based on 21 answers
    Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
    Laurent Pret | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Genesys PureConnect

    Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
    Micheal McComber | TrustRadius Reviewer

    Scalability

    3CX

    No score
    No answers yet
    No answers on this topic

    Genesys PureConnect

    Genesys PureConnect 8.2
    Based on 3 answers
    Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
    Anonymous | TrustRadius Reviewer

    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.
    Artur Bittencourt | TrustRadius Reviewer

    Genesys PureConnect

    • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
    • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
    • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
    Blake Dunham | TrustRadius Reviewer

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