What users are saying about
34 Ratings
Top Rated
201 Ratings
34 Ratings
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Score 9 out of 100
Top Rated
201 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

3CX

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 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

Feature Rating Comparison

Contact Center Software

3CX
Genesys PureConnect
7.7
Agent dashboard
3CX
Genesys PureConnect
7.1
Validate callers
3CX
Genesys PureConnect
7.8
Outbound response
3CX
Genesys PureConnect
7.8
Call forwarding
3CX
Genesys PureConnect
8.0
Click-to-call (CTC)
3CX
Genesys PureConnect
7.8
Warm transfer
3CX
Genesys PureConnect
8.5
Predictive dialing
3CX
Genesys PureConnect
7.6
Interactive voice response
3CX
Genesys PureConnect
8.1
REST APIs
3CX
Genesys PureConnect
7.6
Call scripts
3CX
Genesys PureConnect
7.6
Call tracking
3CX
Genesys PureConnect
7.3
Multichannel integration
3CX
Genesys PureConnect
7.9
CRM software integration
3CX
Genesys PureConnect
7.3

Workforce Optimization (WFO)

3CX
Genesys PureConnect
7.5
Inbound call routing
3CX
Genesys PureConnect
8.2
Omnichannel inbound routing
3CX
Genesys PureConnect
8.0
Recording
3CX
Genesys PureConnect
8.1
Quality management
3CX
Genesys PureConnect
8.0
Call analytics
3CX
Genesys PureConnect
7.3
Historical reporting
3CX
Genesys PureConnect
6.8
Live reporting
3CX
Genesys PureConnect
7.2
Customer surveys
3CX
Genesys PureConnect
7.4
Customer interaction analytics
3CX
Genesys PureConnect
7.1

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

  • It can include outgoing fax functionality
  • Voice quality appears to suffer greatly with weak Internet signal
  • Setting up conference calls could be made simpler
  • Can include texting capability
Anonymous | 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

Likelihood to Renew

3CX

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.5
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

3CX 8.0
Based on 1 answer
It's been doing really good job for us. Are there better PBX systems out there? For sure there are, with more features and better support. But those are way more expensive and harder to implement and maintain. This system is almost no brainier, next -> next -> next -> finish and you have installed it. With a few more configs to hook it up to your SIP or PRI lines, you are up and running! Everything is GUI based so it's easy to navigate. It have everything you need to run serious call centre so I would recommend it for anyone unless you are Fortune 500 company with billions of budget for IT, then spend the big money and go with Cisco PBX.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.0
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Mike Sabat | TrustRadius Reviewer

Reliability and Availability

3CX

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 3 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 3 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 5.7
Based on 5 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 6.6
Based on 15 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 8.3
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 14 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

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 full production, there were no big issues.
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

Screenshots

Pricing Details

3CX

General

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

3CX Editions & Modules

Edition
StandardFree
Pro1.082
Enterprise1.312
  1. 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

Genesys PureConnect Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

3CX
8.7
Genesys PureConnect
8.0

Likelihood to Renew

3CX
Genesys PureConnect
8.5

Usability

3CX
8.0
Genesys PureConnect
8.0

Reliability and Availability

3CX
Genesys PureConnect
9.1

Performance

3CX
Genesys PureConnect
8.8

Support Rating

3CX
5.7
Genesys PureConnect
6.6

In-Person Training

3CX
Genesys PureConnect
8.3

Online Training

3CX
Genesys PureConnect
8.3

Implementation Rating

3CX
Genesys PureConnect
6.1

Scalability

3CX
Genesys PureConnect
8.2

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