What users are saying about
56 Ratings
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Top Rated
134 Ratings
56 Ratings
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Score 7.8 out of 100

Khoros Care

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Top Rated
134 Ratings
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Score 8.3 out of 100

Attribute Ratings

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

Likelihood to Recommend

7.1

3CX

71%
14 Ratings
8.1

Khoros Care

81%
72 Ratings

Likelihood to Renew

3CX

N/A
0 Ratings
8.1

Khoros Care

81%
40 Ratings

Usability

3CX

N/A
0 Ratings
7.6

Khoros Care

76%
7 Ratings

Availability

3CX

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

3CX

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

5.4

3CX

54%
4 Ratings
7.2

Khoros Care

72%
10 Ratings

In-Person Training

3CX

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

3CX

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

3CX

N/A
0 Ratings
8.1

Khoros Care

81%
45 Ratings

Product Scalability

3CX

N/A
0 Ratings
8.5

Khoros Care

85%
37 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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Khoros (Formerly Spredfast + Lithium)

Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.
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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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Khoros (Formerly Spredfast + Lithium)

  • Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
  • Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
  • Khoros Care helps our social media manager manage and monitor our teams.
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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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Khoros (Formerly Spredfast + Lithium)

  • More options to customize the default templates for the smart views in analytics or the pre-made one for work queues and agents
  • Automated and customized exports from analytics without the need to use APIs
  • More granular priorities or prioritization methods (like a point system)
  • More metrics to prioritize conversations with, like answer speed of the author, time waited since last answer, custom attributes, etc.
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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.

Khoros Care

Starting Price

Editions & Modules

Khoros Care editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Pricing is variable based on the needs of the customer.

    Get a Demo

    Likelihood to Renew

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    I don't see any reason why we would not renew. We have had a great overall experience, and other than some support concerns, everything has run smoothly. In addition to the platform, our experience with the bot has been really good. We average between 25-30% of our volume handled by the bot, while still maintaining easy-to-use offramps for customers.
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    Usability

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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    Reliability and Availability

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Performance

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    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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    Khoros (Formerly Spredfast + Lithium)

    Khoros [Care (Formerly Spredfast + Lithium)] has made several improvements to its support and engagement for clients. Response times have improved and the need to seek support has drastically reduced, highlighting the improvements in the experience to reduce customer pain.
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    In-Person Training

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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    Implementation Rating

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    The implementation was very easy! They work diligently to ensure that everything that you want to monitor is put into one place eliminating the worry of missed interactions and as needs change the ability to edit what's being searched for is quick and easy to set up.
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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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    Khoros (Formerly Spredfast + Lithium)

    We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.
    Read full review

    Scalability

    3CX

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    I see the Khoros team bringing on new employees and different expertise as their platform grows to more brands. They are dedicated to ensure they are growing with their customers and building new products to fulfill the needs of their customers request
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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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    Khoros (Formerly Spredfast + Lithium)

    • Less overheads due to automated features in the tool.
    • Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
    • Saving time by responding to customers quicker.
    • Ability to manage different channels in one platform and unified reporting.
    Read full review

    Screenshots

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