What users are saying about

3CX vs Kayako

3CX
49 Ratings
Kayako
44 Ratings

3CX

49 Ratings
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Score 7.4 out of 100

Based on 49 reviews and ratings

Kayako

44 Ratings
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Score 7.1 out of 100

Based on 44 reviews and ratings

Feature Set Ratings

    Incident and problem management

    3CX

    Feature Set Not Supported
    N/A
    7.0

    Kayako

    70%
    Kayako ranks higher in 6/6 features
    Kayako ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Expert directory

    N/A
    0 Ratings
    3.1
    31%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    7 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.9
    79%
    6 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Self Help Community

    3CX

    Feature Set Not Supported
    N/A
    7.3

    Kayako

    73%
    Kayako ranks higher in 2/2 features
    Kayako ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.7
    67%
    8 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    7 Ratings

    Multi-Channel Help

    3CX

    Feature Set Not Supported
    N/A
    8.4

    Kayako

    84%
    Kayako ranks higher in 5/5 features
    Kayako ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    9.3
    93%
    6 Ratings

    IVR

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Email support

    N/A
    0 Ratings
    8.1
    81%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    Attribute Ratings

    • 3CX is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    6.0

    Kayako

    60%
    21 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    7.8

    Kayako

    78%
    11 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    10.0

    Kayako

    100%
    1 Rating

    Availability

    3CX

    N/A
    0 Ratings
    7.5

    Kayako

    75%
    4 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    2.6

    Kayako

    26%
    7 Ratings

    Implementation Rating

    3CX

    N/A
    0 Ratings
    9.0

    Kayako

    90%
    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Kayako

    When it works, 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 21 answers on this topic

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Kayako

    • 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 21 answers on this topic

    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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    Daniel Merkl | TrustRadius Reviewer
    Daniel Merkl
    View all 12 answers on this topic

    Kayako

    • 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.

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    Joshua Tobiansky | TrustRadius Reviewer
    Joshua Tobiansky
    View all 21 answers on this topic

    Pricing Details

    3CX

    General

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

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. 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

    Starting Price

    $29 per month

    Kayako Editions & Modules

    Edition
    Inbox$15.001
    Growth$30.001
    Scale$60.001
    1. Per User Per Month
    Additional Pricing Details
    —

    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

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    Nathaniel Bannister | TrustRadius Reviewer
    Nathaniel Bannister
    View all 11 answers on this topic

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Kayako

    Kayako 10.0
    Based on 1 answer
    I did not come from an IT background and I picked this program up quickly

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    Derrick Green | TrustRadius Reviewer
    Derrick Green
    View all 1 answers on this topic

    Reliability and Availability

    3CX

    No score
    No answers yet
    No answers on this topic

    Kayako

    Kayako 7.5
    Based on 4 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.

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    Marie McCourt | TrustRadius Reviewer
    Marie McCourt
    View all 4 answers on this topic

    Support Rating

    3CX

    3CX 5.4
    Based on 4 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.

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    Laura Steinbrink | TrustRadius Reviewer
    Laura Steinbrink
    View all 4 answers on this topic

    Kayako

    Kayako 2.6
    Based on 7 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.

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    Jon Shurtliff | TrustRadius Reviewer
    Jon Shurtliff
    View all 7 answers on this topic

    Implementation Rating

    3CX

    No score
    No answers yet
    No answers on this topic

    Kayako

    Kayako 9.0
    Based on 4 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.

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    Nathaniel Bannister | TrustRadius Reviewer
    Nathaniel Bannister
    View all 4 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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Kayako

    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.

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    Jericho Fulgencio | TrustRadius Reviewer
    Jericho Fulgencio
    View all 21 answers on this topic

    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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    Artur Bittencourt | TrustRadius Reviewer
    Artur Bittencourt
    View all 12 answers on this topic

    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.

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    CJ Estel | TrustRadius Reviewer
    CJ Estel
    View all 21 answers on this topic

    Screenshots

    Kayako

    —

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