What users are saying about
49 Ratings
135 Ratings
49 Ratings
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Score 7.4 out of 100
135 Ratings
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Score 8.9 out of 100

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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    LiveAgent

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    LiveAgent

    • 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.
    Shelby Wischan | TrustRadius Reviewer

    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.
    Daniel Merkl | TrustRadius Reviewer

    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.
    Hammad Bin Idrees | TrustRadius Reviewer

    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.

    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
    1. 20 agents
    SaaS Edition
    Ticket$151
    Ticket+Chat$291
    All-inclusive$491
    1. 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.
    Šarūnė Šaulytė | TrustRadius Reviewer

    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.
    Luis McDonnell | TrustRadius Reviewer

    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.
    Laura Steinbrink | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Implementation 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.
    Luis McDonnell | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    LiveAgent

    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!
    Federico Valverde Cabrera | TrustRadius Reviewer

    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.
    Artur Bittencourt | TrustRadius Reviewer

    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.
    Alissa Burch | TrustRadius Reviewer

    Screenshots

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