49 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.4 out of 100
Based on 49 reviews and ratings
135 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.9 out of 100
Based on 135 reviews and ratings
Feature Set Ratings
Incident and problem management

3CX
Feature Set Not Supported
N/A
8.8
LiveAgent
88%
LiveAgent ranks higher in 6/6 features
LiveAgent ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings
8.9
89%
53 Ratings
Expert directory

N/A
0 Ratings
8.4
84%
45 Ratings
Subscription-based notifications

N/A
0 Ratings
8.6
86%
41 Ratings
ITSM collaboration and documentation

N/A
0 Ratings
7.9
79%
37 Ratings
Ticket creation and submission

N/A
0 Ratings
9.4
94%
55 Ratings
Ticket response

N/A
0 Ratings
9.4
94%
56 Ratings
Self Help Community

3CX
Feature Set Not Supported
N/A
8.9
LiveAgent
89%
LiveAgent ranks higher in 2/2 features
LiveAgent ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings
8.7
87%
47 Ratings
Internal knowledge base

N/A
0 Ratings
9.1
91%
45 Ratings
Multi-Channel Help

3CX
Feature Set Not Supported
N/A
8.5
LiveAgent
85%
LiveAgent ranks higher in 5/5 features
LiveAgent ranks higher in 5/5 features
Customer portal

N/A
0 Ratings
8.8
88%
50 Ratings
IVR

N/A
0 Ratings
8.2
82%
26 Ratings
Social integration

N/A
0 Ratings
8.3
83%
49 Ratings
Email support

N/A
0 Ratings
9.5
95%
51 Ratings
Help Desk CRM integration

N/A
0 Ratings
7.9
79%
43 Ratings
Attribute Ratings
- LiveAgent is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend

6.5
3CX
65%
12 Ratings
9.4
LiveAgent
94%
114 Ratings
Likelihood to Renew

3CX
N/A
0 Ratings
9.3
LiveAgent
93%
4 Ratings
Usability

3CX
N/A
0 Ratings
8.0
LiveAgent
80%
4 Ratings
Support Rating

5.4
3CX
54%
4 Ratings
9.3
LiveAgent
93%
28 Ratings
Implementation Rating

3CX
N/A
0 Ratings
9.1
LiveAgent
91%
6 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.

Verified User
Administrator in Information Technology
Higher Education Company, 201-500 employeesLiveAgent
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.

Verified User
Manager in Corporate
Retail Company, 501-1000 employeesPros
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 employeesLiveAgent
- Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
- We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
Internal Operations Manager; Customer Service Manager
Bus2alpsRecreational Facilities & Services, 11-50 employees
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.
IT Support
Cypress HealthcareHospital & Health Care, 51-200 employees
LiveAgent
- LA doesn't provide you SMS integration.
- You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
- WhatsApp Integration also unavailable.
MIS Specialist
ePlanet Communications IncOutsourcing/Offshoring, 501-1000 employees
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
Standard | Free |
---|---|
Pro | 1.082 |
Enterprise | 1.312 |
- none
- 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.LiveAgent
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$15 per month
LiveAgent Editions & Modules
On-premise Edition
Downloadable licence | $11,9501 |
---|
- 20 agents
SaaS Edition
Ticket | $151 |
---|---|
Ticket+Chat | $291 |
All-inclusive | $491 |
- per month
Additional Pricing Details
—Likelihood to Renew
3CX
No score
No answers yet
No answers on this topic
LiveAgent
LiveAgent 9.3
Based on 4 answers
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Internet, 51-200 employees
Usability
3CX
No score
No answers yet
No answers on this topic
LiveAgent
LiveAgent 8.0
Based on 4 answers
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Online marketing
TribuglandRetail, 1-10 employees
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.
HS Teacher/District Tech Integration Specialist
Plato R-V School DistrictEducation Management, 51-200 employees
LiveAgent
LiveAgent 9.3
Based on 28 answers
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.

Verified User
Manager in Customer Service
Information Technology & Services Company, 1-10 employeesImplementation Rating
3CX
No score
No answers yet
No answers on this topic
LiveAgent
LiveAgent 9.1
Based on 6 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Online marketing
TribuglandRetail, 1-10 employees
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

Verified User
Manager in Information Technology
Arts and Crafts Company, 11-50 employeesLiveAgent
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Co - Founder & CCO
MeVueloLeisure, Travel & Tourism, 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
LiveAgent
- Less expensive than having multiple individual email accounts.
- LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
- Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Director of Operations
Exito TravelLeisure, Travel & Tourism, 11-50 employees