46 Ratings
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Score 7.5 out of 100
54 Ratings
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Score 5.6 out of 100

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.5
Agent dashboard
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
3.0
Validate callers
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.7
Outbound response
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
3.0
Call forwarding
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
5.4
Click-to-call (CTC)
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Warm transfer
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Predictive dialing
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
5.0
REST APIs
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call scripts
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
2.0
Multichannel integration
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0

Workforce Optimization (WFO)

3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
7.7
Inbound call routing
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Omnichannel inbound routing
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.1
Quality management
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Call analytics
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.1
Historical reporting
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.1
Live reporting
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.1
Customer surveys
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
3CX
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
Anonymous | TrustRadius Reviewer

Cons

3CX

  • The set up can seem a little daunting, especially if you plan to take it on internally.
  • The apps are great, having your extension on your device is great but the desktop/windows app is a little dated, could do with an update.
Marouane Tohme | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Support Rating

3CX

3CX 5.5
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce.Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
Simon Whight | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
Richard Kersten | TrustRadius Reviewer

Screenshots

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Pricing Details

3CX

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

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.

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Edition
EssentialsContact sales team1
SelectContact sales team1
ExpressContact sales team1
PremiumContact sales team1
  1. Contact sales team
Additional Pricing Details

Rating Summary

Likelihood to Recommend

3CX
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
4.8

Support Rating

3CX
5.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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