Hidden gem in the PBX space
Anonymous | TrustRadius Reviewer
October 08, 2020

Hidden gem in the PBX space

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 3CX Phone System

We use it as the main phone system in our organization. We have a big support team (150+ employees) that are on the phone all the time doing 250,000 minimum monthly phone calls. We also have multiple offices (that were other companies we acquired). They have a local 3CX system for their product phone support but also are connected to our HQ 3CX servers in bridges. Overall we have around 500 physical phones connected to the system.
  • Call queues
  • Call dashboards
  • Ring groups
  • Easy to setup IVR
  • Logs - They give you general or really high-level info but you can't really drill down to specifics of what happened and who did what
  • Better segregation of roles or implementation of RBAC - sometimes you provide permissions to manager to be able to manage queue or ring group and they have way more permissions that are needed but no way to scale them down
  • Way more cost-effective than any big name like Avaya or Cisco.
We liked the idea that it's a software product and not a physical appliance so it's really portable and you can set up on your hardware or VM anywhere you like. We liked the idea of being able to set it up in a VM for fast and easy backup and recovery. It had most of the features the big names have but is way more cost-effective. Another thing that played role in the decision was that they have free training and certification plus offer a free version with up to 8 extension that has a full feature set so there is literally zero upfront investment, you can learn it, test it, and do PoC without even calling the vendor. With other vendors you need to engage in meetings to get PoC, they need to size what model of appliance you need, what features you want... with 3CX you just install the software in a VM and add more RAM/CPU/disk as needed!
Support is not the greatest. Usually, we always rely on our own technician to figure out things or have better luck checking the 3CX forum. Had few issues in the past and working with their support is not the best experience compared to other vendors' support. Now have to be honest, most of the time the software just works, so there were not many times we needed to use their support.
It's been doing really good job for us. Are there better PBX systems out there? For sure there are, with more features and better support. But those are way more expensive and harder to implement and maintain. This system is almost no brainier, next -> next -> next -> finish and you have installed it. With a few more configs to hook it up to your SIP or PRI lines, you are up and running! Everything is GUI based so it's easy to navigate. It have everything you need to run serious call centre so I would recommend it for anyone unless you are Fortune 500 company with billions of budget for IT, then spend the big money and go with Cisco PBX.

Do you think 3CX delivers good value for the price?

Yes

Are you happy with 3CX's feature set?

Yes

Did 3CX live up to sales and marketing promises?

Yes

Did implementation of 3CX go as expected?

Yes

Would you buy 3CX again?

Yes

It's a nice PBS system that can really compete with the big names in the industry. It's very easy to be setup, just a software that needs to be installed on Windows or Linux machine, everything is web-based. A really cost-effective solution. It has advanced call features, dashboards etc, everything you need to run a serious call centre. Can also be used for small deployment in remote offices. Can be run on google cloud as well.