3CX vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
3CX
Score 8.4 out of 10
N/A
Cyprus based company 3CX offers an IP PBX phone system.
$1.08
per user/per month
Talkdesk
Score 8.0 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
3CXTalkdesk
Editions & Modules
Pro
$1.08
per user/per month
Enterprise
$1.31
per user/per month
Standard
Free
CX Cloud Essentials
$85
per month per user
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Offerings
Pricing Offerings
3CXTalkdesk
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional DetailsPrice 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.Pricing is based on a 3 year commitment to these editions.
More Pricing Information
Community Pulse
3CXTalkdesk
Considered Both Products
3CX

No answer on this topic

Talkdesk
Features
3CXTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
3CX
-
Ratings
Talkdesk
7.8
474 Ratings
6% below category average
Agent dashboard00 Ratings7.9454 Ratings
Validate callers00 Ratings8.1399 Ratings
Outbound response00 Ratings7.8417 Ratings
Call forwarding00 Ratings7.8407 Ratings
Click-to-call (CTC)00 Ratings8.6378 Ratings
Warm transfer00 Ratings8.9429 Ratings
Predictive dialing00 Ratings8.3221 Ratings
Interactive voice response00 Ratings7.9303 Ratings
REST APIs00 Ratings7.7239 Ratings
Call scripts00 Ratings6.8215 Ratings
Call tracking00 Ratings8.5422 Ratings
Multichannel integration00 Ratings7.3309 Ratings
CRM software integration00 Ratings6.5365 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
3CX
-
Ratings
Talkdesk
8.5
460 Ratings
4% above category average
Inbound call routing00 Ratings8.4420 Ratings
Omnichannel inbound routing00 Ratings8.3303 Ratings
Recording00 Ratings9.2444 Ratings
Quality management00 Ratings9.1403 Ratings
Call analytics00 Ratings8.5418 Ratings
Historical reporting00 Ratings8.3425 Ratings
Live reporting00 Ratings8.6417 Ratings
Customer surveys00 Ratings7.6232 Ratings
Customer interaction analytics00 Ratings8.5267 Ratings
Best Alternatives
3CXTalkdesk
Small Businesses
Sangoma Asterisk
Sangoma Asterisk
Score 8.6 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Medium-sized Companies
Sangoma Asterisk
Sangoma Asterisk
Score 8.6 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Enterprises
Sangoma Asterisk
Sangoma Asterisk
Score 8.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
3CXTalkdesk
Likelihood to Recommend
7.5
(14 ratings)
7.7
(487 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(37 ratings)
Usability
-
(0 ratings)
8.2
(303 ratings)
Availability
-
(0 ratings)
9.9
(7 ratings)
Performance
-
(0 ratings)
10.0
(7 ratings)
Support Rating
5.4
(2 ratings)
7.4
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.8
(5 ratings)
Implementation Rating
-
(0 ratings)
7.2
(220 ratings)
Configurability
-
(0 ratings)
10.0
(7 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
9.3
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
3CXTalkdesk
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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Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
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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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Talkdesk
  • I appreciate the level of detail for reporting in Explore.
  • The interface is easy to use, both for admin and our agents
  • Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
  • The feedback mechanism enables the collection of customer responses across various inquiries.
Read full review
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.
Read full review
Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
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Likelihood to Renew
3CX
No answers on this topic
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
3CX
No answers on this topic
Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
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Reliability and Availability
3CX
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
3CX
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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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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Talkdesk
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
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Online Training
3CX
No answers on this topic
Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
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Implementation Rating
3CX
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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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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Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
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Scalability
3CX
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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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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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots

3CX Screenshots

Screenshot of Video ConferencingScreenshot of Advanced Contact Center ReportingScreenshot of Management DashboardScreenshot of Live ChatScreenshot of 3CX AppScreenshot of See the Status of Your Colleagues

Talkdesk Screenshots

Screenshot of Talkdesk Guardianâ„¢, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilotâ„¢, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainerâ„¢, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.