What users are saying about
8 Ratings
26 Ratings
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Score 9 out of 100
8 Ratings
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Score 7.8 out of 100

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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
Zendesk Talk
6.8
Agent dashboard
3CX Phone System
Zendesk Talk
5.9
Validate callers
3CX Phone System
Zendesk Talk
5.1
Outbound response
3CX Phone System
Zendesk Talk
5.7
Call forwarding
3CX Phone System
Zendesk Talk
7.9
Click-to-call (CTC)
3CX Phone System
Zendesk Talk
7.4
Warm transfer
3CX Phone System
Zendesk Talk
6.4
Interactive voice response
3CX Phone System
Zendesk Talk
5.0
REST APIs
3CX Phone System
Zendesk Talk
9.0
Call tracking
3CX Phone System
Zendesk Talk
7.6
Multichannel integration
3CX Phone System
Zendesk Talk
7.6
CRM software integration
3CX Phone System
Zendesk Talk
7.2

Workforce Optimization (WFO)

3CX Phone System
Zendesk Talk
6.6
Inbound call routing
3CX Phone System
Zendesk Talk
7.0
Omnichannel inbound routing
3CX Phone System
Zendesk Talk
8.8
Recording
3CX Phone System
Zendesk Talk
8.5
Quality management
3CX Phone System
Zendesk Talk
6.9
Call analytics
3CX Phone System
Zendesk Talk
5.9
Historical reporting
3CX Phone System
Zendesk Talk
5.6
Live reporting
3CX Phone System
Zendesk Talk
6.3
Customer surveys
3CX Phone System
Zendesk Talk
5.4
Customer interaction analytics
3CX Phone System
Zendesk Talk
5.0

Pros

3CX Phone System

  • 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

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Anonymous | TrustRadius Reviewer

Cons

3CX Phone System

  • The webmeeting function is clumsy compared to Zoom or Google Meets (Hangouts).
  • There is no support offered without paying for it, but the web forum that is offered for free does allow you to throw out questions and have them answered by someone in the community of 3CX user administrators.
Laura Steinbrink | TrustRadius Reviewer

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

3CX Phone System

3CX Phone System 6.5
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

Zendesk Talk 5.7
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

3CX Phone System

Both are great - 3CX was chosen for its Windows compatibility, The operation has been very straightforward and was easily integrated and maintained. The ability to migrate later to a stable Unix platform is considered a real plus. We have been very pleased with the ease of use and the stability that the 3CX system provides, even on a Windows platform.
Mike McCloskey | TrustRadius Reviewer

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | TrustRadius Reviewer

Return on Investment

3CX Phone System

  • 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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

Screenshots

Pricing Details

3CX Phone System

General

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

Zendesk Talk

General

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

Rating Summary

Likelihood to Recommend

3CX Phone System
9.0
Zendesk Talk
7.6

Support Rating

3CX Phone System
6.5
Zendesk Talk
5.7

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