What users are saying about
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Top Rated
229 Ratings
26 Ratings
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Score 9 out of 100

Genesys PureEngage

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Top Rated
229 Ratings
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Score 8.3 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 PureEngage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
Genesys PureEngage
7.7
Agent dashboard
3CX Phone System
Genesys PureEngage
7.5
Validate callers
3CX Phone System
Genesys PureEngage
7.8
Outbound response
3CX Phone System
Genesys PureEngage
7.4
Call forwarding
3CX Phone System
Genesys PureEngage
7.7
Click-to-call (CTC)
3CX Phone System
Genesys PureEngage
7.5
Warm transfer
3CX Phone System
Genesys PureEngage
7.6
Predictive dialing
3CX Phone System
Genesys PureEngage
7.6
Interactive voice response
3CX Phone System
Genesys PureEngage
8.0
REST APIs
3CX Phone System
Genesys PureEngage
7.7
Call scripts
3CX Phone System
Genesys PureEngage
7.4
Call tracking
3CX Phone System
Genesys PureEngage
7.8
Multichannel integration
3CX Phone System
Genesys PureEngage
8.2
CRM software integration
3CX Phone System
Genesys PureEngage
7.4

Workforce Optimization (WFO)

3CX Phone System
Genesys PureEngage
7.4
Inbound call routing
3CX Phone System
Genesys PureEngage
8.1
Omnichannel inbound routing
3CX Phone System
Genesys PureEngage
8.0
Recording
3CX Phone System
Genesys PureEngage
7.0
Quality management
3CX Phone System
Genesys PureEngage
6.9
Call analytics
3CX Phone System
Genesys PureEngage
7.2
Historical reporting
3CX Phone System
Genesys PureEngage
7.5
Live reporting
3CX Phone System
Genesys PureEngage
7.5
Customer surveys
3CX Phone System
Genesys PureEngage
7.3
Customer interaction analytics
3CX Phone System
Genesys PureEngage
7.4

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 PureEngage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | 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 PureEngage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.0
Based on 15 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.0
Based on 9 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | 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 PureEngage

Genesys PureEngage 7.0
Based on 11 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

Implementation Rating

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.2
Based on 7 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | 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 PureEngage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | 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 PureEngage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | 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 PureEngage

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 PureEngage
8.4

Likelihood to Renew

3CX Phone System
Genesys PureEngage
7.0

Usability

3CX Phone System
Genesys PureEngage
7.0

Reliability and Availability

3CX Phone System
Genesys PureEngage
7.8

Performance

3CX Phone System
Genesys PureEngage
6.9

Support Rating

3CX Phone System
6.5
Genesys PureEngage
7.0

In-Person Training

3CX Phone System
Genesys PureEngage
8.1

Online Training

3CX Phone System
Genesys PureEngage
7.3

Implementation Rating

3CX Phone System
Genesys PureEngage
7.2

Scalability

3CX Phone System
Genesys PureEngage
7.3

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