3CX vs. Google Cloud Contact Center AI

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
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
3CXGoogle Cloud Contact Center AI
Editions & Modules
Pro
$1.08
per user/per month
Enterprise
$1.31
per user/per month
Standard
Free
No answers on this topic
Offerings
Pricing Offerings
3CXGoogle Cloud Contact Center AI
Free Trial
YesNo
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.
More Pricing Information
Community Pulse
3CXGoogle Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
3CXGoogle Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
3CX
-
Ratings
Google Cloud Contact Center AI
8.4
13 Ratings
1% above category average
Agent dashboard00 Ratings8.513 Ratings
Validate callers00 Ratings7.911 Ratings
Outbound response00 Ratings8.211 Ratings
Call forwarding00 Ratings8.611 Ratings
Click-to-call (CTC)00 Ratings8.911 Ratings
Warm transfer00 Ratings8.810 Ratings
Predictive dialing00 Ratings8.39 Ratings
Interactive voice response00 Ratings8.411 Ratings
REST APIs00 Ratings7.211 Ratings
Call scripts00 Ratings8.211 Ratings
Call tracking00 Ratings8.411 Ratings
Multichannel integration00 Ratings8.712 Ratings
CRM software integration00 Ratings8.711 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
3CX
-
Ratings
Google Cloud Contact Center AI
8.5
13 Ratings
3% above category average
Inbound call routing00 Ratings8.312 Ratings
Omnichannel inbound routing00 Ratings8.111 Ratings
Recording00 Ratings8.813 Ratings
Quality management00 Ratings8.911 Ratings
Call analytics00 Ratings9.012 Ratings
Historical reporting00 Ratings9.011 Ratings
Live reporting00 Ratings8.410 Ratings
Customer surveys00 Ratings8.18 Ratings
Customer interaction analytics00 Ratings8.410 Ratings
Best Alternatives
3CXGoogle Cloud Contact Center AI
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
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
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User Ratings
3CXGoogle Cloud Contact Center AI
Likelihood to Recommend
7.9
(14 ratings)
8.5
(13 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
5.4
(2 ratings)
-
(0 ratings)
User Testimonials
3CXGoogle Cloud Contact Center AI
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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Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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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.
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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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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.
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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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Likelihood to Renew
3CX
No answers on this topic
Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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Usability
3CX
No answers on this topic
Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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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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Google
No answers on this topic
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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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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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.
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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
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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