34 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 34 reviews and ratings
41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 6.4 out of 100
Based on 41 reviews and ratings
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.

Verified User
Manager in Information Technology
Arts and Crafts Company, 11-50 employeesKayako
It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

Verified User
Technician in Information Technology
Education Management Company, 51-200 employeesFeature Rating Comparison
Incident and problem management
3CX
—
Kayako
7.1
Organize and prioritize service tickets
3CX
—
Kayako
8.5
Expert directory
3CX
—
Kayako
3.7
Subscription-based notifications
3CX
—
Kayako
7.2
ITSM collaboration and documentation
3CX
—
Kayako
7.3
Ticket creation and submission
3CX
—
Kayako
8.0
Ticket response
3CX
—
Kayako
7.6
Self Help Community
3CX
—
Kayako
6.3
External knowledge base
3CX
—
Kayako
5.7
Internal knowledge base
3CX
—
Kayako
7.0
Multi-Channel Help
3CX
—
Kayako
8.0
Customer portal
3CX
—
Kayako
8.6
IVR
3CX
—
Kayako
8.0
Social integration
3CX
—
Kayako
6.0
Email support
3CX
—
Kayako
9.0
Help Desk CRM integration
3CX
—
Kayako
8.6
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.

Verified User
Manager in Information Technology
Restaurants Company, 501-1000 employeesKayako
- Gives a very good report on an individual level of what is being done for a customer or corporate issue.
- Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
- Nice dashboard view.

Verified User
Executive in Customer Service
Telecommunications Company, 51-200 employeesCons
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

Verified User
Engineer in Engineering
Civil Engineering Company, 11-50 employeesKayako
- Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
- Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
- Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
General Manager
HOSTINGInternet, 11-50 employees
Likelihood to Renew
3CX
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.8
Based on 11 answers
- We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
- Our team's processes are now heavily ingrained in the system
- We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
System Administrator
Shore Power IncRetail, 11-50 employees
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.

Verified User
Manager in Information Technology
Automotive Company, 201-500 employeesKayako
Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Application Support Specialist
ImageTrendHealth, Wellness and Fitness, 51-200 employees
Reliability and Availability
3CX
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Sales and Support Manager
StyleEase Software, LLCComputer Software, 1-10 employees
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.
HS Teacher/District Tech Integration Specialist
Plato R-V School DistrictEducation Management, 51-200 employees
Kayako
Kayako 7.1
Based on 4 answers
- We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
- Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Vice President of Information Technology
3formPlastics, 501-1000 employees
Implementation Rating
3CX
No score
No answers yet
No answers on this topic
Kayako
Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
System Administrator
Shore Power IncRetail, 11-50 employees
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.

Verified User
Professional in Information Technology
Fund-Raising Company, 1001-5000 employeesKayako
We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
IT Project Coordinator
SwiftTech Technology Solutions LLCInformation Technology and Services, 11-50 employees
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.
Information Technology Manager
Corporation of the Township of EsquimaltGovernment Administration, 51-200 employees
Kayako
- Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
- Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
Technical Support Engineer
CoverMyMedsTelecommunications, 11-50 employees
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
Standard | Free |
---|---|
Pro | 1.082 |
Enterprise | 1.312 |
- 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.Kayako
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Kayako Editions & Modules
—