What users are saying about
56 Ratings
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Top Rated
341 Ratings
56 Ratings
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Score 8 out of 100

Intercom

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Top Rated
341 Ratings
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Score 8.6 out of 100

Attribute Ratings

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

Likelihood to Recommend

7.2

3CX

72%
14 Ratings
8.9

Intercom

89%
113 Ratings

Likelihood to Renew

3CX

N/A
0 Ratings
9.0

Intercom

90%
14 Ratings

Usability

3CX

N/A
0 Ratings
9.1

Intercom

91%
20 Ratings

Support Rating

5.4

3CX

54%
4 Ratings
8.0

Intercom

80%
6 Ratings

Implementation Rating

3CX

N/A
0 Ratings
5.0

Intercom

50%
4 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.
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Intercom

Intercom is, in my opinion, well suited for platform-based SaaS businesses where user engagement dictates your LTV to those customers and feeds back the metrics of how often users access the platform is key to your Account Management strategy and processes. In my experience, enterprise-level organizations very much appreciate Intercom user reporting and will likely start to expect this level of transparency in the very near future as platforms like Intercom become market standard. I would say Intercom is less suitable for Transaction or Throughput /Channel Sale products where your user data and in-platform behaviors are less relevant as the transaction has taken place outside of the platform, so, therefore, your platform usage is externally dependent. Thus Intercom tracking and data become a less relevant lagging indicator rather than a leading indicator with SaaS products.
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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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Intercom

  • Intercom is easy to use and understand regardless of your role or technical knowledge
  • They have contextual guides within the product to help you understand how to use their best features
  • They're always improving the product with new useful features such as banners, product tours, and surveys
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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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Intercom

  • Email Blasts: recently we've been told that we won't be able to email blast if our customer base's email failure rate does not decrease. This is something that is largely out of our control and it would be nice if Intercom would just create logic on their end to ignore these instances.
  • Their customer support could have a faster response time. Given the industry we are in, it'd be nice to have prompt customer support. It can take an hour or more to get a response through their own software.
  • Can't think of anything else!
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Pricing Details

3CX

Starting Price

$0

Editions & Modules

3CX editions and modules pricing
EditionModules
StandardFree1
Pro1.082
Enterprise1.313

Footnotes

  1. none
  2. per user/per month
  3. per user/per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional 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.

Intercom

Starting Price

Editions & Modules

Intercom editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    3CX

    No answers on this topic

    Intercom

    I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
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    Usability

    3CX

    No answers on this topic

    Intercom

    I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
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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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    Intercom

    One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
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    Implementation Rating

    3CX

    No answers on this topic

    Intercom

    I didn't implement it, but it's supposed to be quite easy through Segment
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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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    Intercom

    I've used Freshchat a few years ago and I found the user interface difficult to get used to. But comparing how intercom fared against it would be unfair in a way since the only thing Intercom did differently is provide an interactive training session with the platform, while it was difficult to get used to Internal in-person training with Freshchat.
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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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    Intercom

    • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
    • Increase in efficiency for our support team to receiving tickets.
    • Boosting registration for our on going training webinars as well as those for new product announcements.
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    Screenshots

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