What users are saying about
23 Ratings
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Score 8.6 out of 101
26 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

3CX Phone System

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.
No photo available

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

3CX Phone System
NICE inContact CXone
8.3
Agent dashboard
3CX Phone System
NICE inContact CXone
8.7
Validate callers
3CX Phone System
NICE inContact CXone
7.7
Outbound response
3CX Phone System
NICE inContact CXone
7.3
Call forwarding
3CX Phone System
NICE inContact CXone
9.0
Click-to-call (CTC)
3CX Phone System
NICE inContact CXone
7.0
Warm transfer
3CX Phone System
NICE inContact CXone
9.0
Predictive dialing
3CX Phone System
NICE inContact CXone
6.5
Interactive voice response
3CX Phone System
NICE inContact CXone
9.5
REST APIs
3CX Phone System
NICE inContact CXone
9.5
Call scripts
3CX Phone System
NICE inContact CXone
8.5
Call tracking
3CX Phone System
NICE inContact CXone
9.3
Multichannel integration
3CX Phone System
NICE inContact CXone
7.5
CRM software integration
3CX Phone System
NICE inContact CXone
9.0

Workforce Optimization (WFO)

3CX Phone System
NICE inContact CXone
7.6
Inbound call routing
3CX Phone System
NICE inContact CXone
9.0
Omnichannel inbound routing
3CX Phone System
NICE inContact CXone
8.3
Recording
3CX Phone System
NICE inContact CXone
6.4
Quality management
3CX Phone System
NICE inContact CXone
6.1
Call analytics
3CX Phone System
NICE inContact CXone
7.7
Historical reporting
3CX Phone System
NICE inContact CXone
7.7
Live reporting
3CX Phone System
NICE inContact CXone
7.0
Customer surveys
3CX Phone System
NICE inContact CXone
9.0
Customer interaction analytics
3CX Phone System
NICE inContact CXone
7.5

Pros

3CX Phone System

  • Call quality is good, better than our old system. Though technology-wise you can't compare, quality is better than I expected.
  • Having softphone and mobile apps available is a good feature.
  • Configuration for the user is relatively easy.
No photo available

NICE inContact CXone

  • Efficient call distribution based on multiple criteria like language, skills and issue type.
  • Call priority based on issue severity and user type.
  • Scales really well with zero downtime.
  • Simple and fast adoption which requires less than a day to setup.
  • A fully rounded enterprise CRM.
  • Great product documentation and vendor support.
Bhargav Nanekalva profile photo

Cons

3CX Phone System

  • Mobile app is a bit dull to look at. Could be more modern looking
  • Softphone functionalty is ok, but not great
No photo available

NICE inContact CXone

  • Normalization of data.
  • Too difficult to tune the tool.
  • Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.
Onavie Boyce profile photo

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce profile photo

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

3CX Phone System

3CX Phone System 8.0
Based on 1 answer
I didn't have to use support personally but I have talked to the administrators of the system and they confirm that any issue is dealt with quickly. As we haven't had big issues I can't talk about priority 1 incidents which require immediate attention, but normal issues are answered fairly quickly and accurately.
No photo available

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Alternatives Considered

3CX Phone System

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.
No photo available

NICE inContact CXone

Cosmo had zero support and growth flexibility
No photo available

Return on Investment

3CX Phone System

  • With the right call routing configuration the costs can come down
  • Having the mobile app makes employees better reachable.
No photo available

NICE inContact CXone

  • Allowed for quick growth and expansion
No photo available

Pricing Details

3CX Phone System

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE inContact CXone

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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