3CX is a robust and affordable business phone solution that can be deployed on premises or in the cloud. It offers an easy way to scale communications, connect session initiation protocol (SIP) trunks, and use softphones. Our 3CX review found that its free version and flat-rate pricing help small businesses accelerate growth by offering omnichannel business communications, including voice, video, voicemail, text, and live chat. This provider scored highest in niche features, which include call flow designer and hot desking.
3CX Review: At a Glance
What We Liked
- Its Free plan accommodates up to 10 users.
- It has a call flow designer for automated call handling.
- It has no monthly per-user fee.
- It has customer relationship management (CRM) and help desk integrations.
What’s Missing
- It has limited web conferencing functionality.
- It only has one ring group and one live chat available on the Tree plan.
- Customer support tickets cost $75 per ticket.
When to Use 3CX
- Free internet-based phone system: 3CX is free for up to 10 users and includes video conferencing, business messaging, and live chat.
- Unlimited extensions: Take advantage of unlimited extensions available through the 3CX Pro and Enterprise plans.
- Social media messaging integration: All plans, including the free versions, include live chat, 3CX Talk Link, and WhatsApp integration. Paid subscriptions feature messaging and chat reports.
When to Use an Alternative
- Unmetered calling: 3CX offers free private branch exchange (PBX) services, but try RingCentral if you need a platform with unlimited domestic calling and phone number options. Check out our list of the best call management systems for more options.
- Basic Voice-over-internet-protocol (VoIP) solutions: 3CX provides a comprehensive unified communications (UC) platform. For startups and small teams needing a basic VoIP system, consider Grasshopper, which is on our list of best small business VoIP services.
- Advanced UC features: While 3CX has UC features, it offers limited collaboration tools like team messaging. Nextiva, a provider on our list of best VoIP apps, is a better solution because of its extensive collaboration tools, robust analytics, and high allotment of toll-free minutes.
3CX Deciding Factors
3CX ranks as one of our best free UC providers with its omnichannel capabilities, including social media integrations. It provides features like hot desking, video conferencing, and call recording for effective customer support and collaboration. However, while it has a generous free version, it has limited software integrations compared to other providers like Nextiva, and RingCentral.
3CX Alternatives
3CX offers customizable call center and PBX systems with self-hosted solutions, but it requires a bit more technical proficiency to set up and maintain. Smaller businesses seeking plug-and-play options with minimal configuration are better off with a 3CX alternative. Moreover, 3CX lacks built-in unlimited domestic calling capabilities, advanced artificial intelligence (AI) tools, and extensive third-party integrations.
If the features mentioned above are your priorities, consider these three 3CX alternatives in our list of best business phone systems:
New to VoIP? Learn more about this technology and how it helps growing teams. Our article about VoIP phone systems breaks down everything you need to know about VoIP systems for small businesses.
3CX pricing earned a high score of 4 out of 5 in our evaluation because of its free plan and straightforward annual pricing without per-user and termination fees. It offers two types of plans, four self-managed options, and two hosted service packages. Accounts are billed per system annually for up to 10 or 20 users, depending on your plan. We deducted points because 3CX doesn’t offer monthly billing, which some small businesses prefer.
The 3CX SMB Free plan provides a zero-payment next-generation phone system with voice, video, and live chat for up to 10 users. You’ll need to upgrade to access advanced features like voicemail transcription, short message service (SMS) and multimedia messaging service (MMS), customer relationship management (CRM) integration, skill-based routing, call queues, and agent monitoring.
Even though paid plans are billed annually, 3CX offers one of the lowest per-monthly user fees on the market. Also, it has a different plan for those wanting the support and control of an on-site VoIP system.
3CX’s hosted services allow you to retain control of your phone system while remotely hosting the software from the vendor or a third-party hosting provider. On the other hand, on-premise PBX is deployed on servers belonging to the provider and thus is managed entirely by them.
Want to learn more about PBX? Check out our PBX phone system guide, covering how PBX phone systems work and benefit your business while comparing the different types.
3CX scored fairly in this category because it’s a full-featured contact center solution with call monitoring tools, call queues, built-in reports, and CRM integration. However, unlimited domestic calling depends on your SIP trunk. Its integrations are mostly CRM apps, and it lacks robust analytics. 3CX provides a flexible UC setup with calling, conferencing, and messaging capabilities.
Here are some of the widely used 3CX features:
- Video conferencing: 3CX offers unlimited video conferencing for 25 to 250 participants. All plans come with YouTube integration, remote assistance, whiteboard, polls, and screen and PDF sharing.
- Ring groups: Route calls to multiple extensions simultaneously or in a specific sequence. This feature ensures that calls are answered promptly and routed to the appropriate personnel.
- Video screen sharing: Allow meeting participants to show their computer or mobile device screen in real time. Screen sharing is widely used for collaboration, training, and document or file review.
- Chat reports: Get in-depth chat reports and gain insights on your live chat performance and customer needs. Use this information to review abandoned chats, see unanswered messages, and adjust agent schedules as needed.
Users should note that in order to make external calls, they must sign up and apply for a phone number with one of 3CX’s SIP trunk partners. While this isn’t a deal breaker for most, it is an added step in the process.
3CX provides call center features, allowing agents to set up workflows more efficiently when handling calls for local or global customers. Its call center functionalities include call queues, call recording, and callback. Supervisors and managers have access to call barge, listen in, and whisper features that are useful in monitoring agent performance and providing call feedback.
3CX Phone Systems Pro has advanced reporting capabilities that drill down agent performance. (Source: 3CX)
The auto-attendant feature is available in all paid 3CX plans. This feature simplifies the incoming call procedure and uses custom greetings to welcome callers. 3CX includes a free digital attendant feature with no limits on the number of auto-attendant levels you can configure.
3CX’s auto-attendant automatically answers calls and presents callers with IVR options. (Source: 3CX)
3CX allows users to set up SMS and MMS messaging from its management console. Once configured successfully, agents can send and receive text messages from their assigned business phone numbers from 3CX mobile apps for Android or iOS.
3CX supports messaging methods, including Facebook, SMS, and live chat integration. (Source: 3CX)
3CX received high marks in this criterion because it offers most of the advanced features companies look for in a business phone system, including virtual numbers, IVR systems, and system reporting. It missed out on a perfect score because making global calls requires a VoIP provider or SIP trunk supporting international calls. This service will bridge your 3CX system and the Public Switched Telephone Network (PSTN) for international dialing.
Premium features offered by 3CX, most of which are available in higher-tiered packages, include multilevel IVR, voicemail transcription, hot desking, and skill-based routing. Click on each feature below for a deep dive into 3CX’s top offerings.
Know exactly who is calling, and have your customer’s data available and open before picking up the call. With 3CX’s integration with CRM and helpdesk systems, your agents are able to create new contacts and answer leads with personalized greetings. Easily log calls to customer records for real-time customer record updating. Boost productivity through automatic call journaling, and build custom call flows to automate issue resolution.
3CX has plenty of out-of-the-box CRM and helpdesk integrations, including Salesforce, Freshdesk, Microsoft Dynamics and Microsoft 365, Zendesk, Zoho, and HubSpot.
Log calls and chats to Freshdesk. (Source: 3CX)
Automate call flows and create strategic call routing rules based on customer type and time of day to handle all calls efficiently. Its automated call handling comes with an outbound dialer and callback scheduling, ensuring you can touch base with clients when an agent is available. 3CX’s designer is user-friendly and supports multilanguage text-to-speech and speech-to-text.
3CX’s designer enables you to design call flows easily. (Source: 3CX)
Integrate your phone system with WhatsApp and enable your agents to reply to WhatsApp messages directly from the 3CX platform. Receive your WhatsApp messages in the same chat panel as live chat, SMS, and Facebook messages, and easily manage conversations in multiple channels.
In addition to WhatsApp, 3CX delivers your Facebook messages through the web client and smartphone apps. Resolve Facebook queries from the same platform you use for all other communications. Assign incoming chats to a queue so agents can quickly respond to Facebook leads or resolve issues.
Send WhatsApp messages to a group chat with all team members. (Source: 3CX)
We gave 3CX a score of 4.5 for customer support because it offers live chat, phone support, email ticketing, and knowledge resources. These channels give users various options for contacting 3CX when issues arise. However, it scored lower for operating hours because it doesn’t offer 24/7 support services.
Technical support tickets are also available through the customer portal, which cost $75 each. Support is also offered via 3CX Partners, who raise tickets to 3CX for free. 3CX sells through its network of partners who are well-trained in installing and supporting 3CX users. Support is limited to configuring supported hardware and providers only. As an alternative, do-it-yourself guides are available on their website, and it has an active and helpful online community with over 90,000 members.
3CX offers a Certification Program for your IT professionals and engineers to understand VoIP and 3CX phone systems. (Source: 3CX)
This provider scored 4.2 out of 5 for ease of use because, compared to other self-managed solutions, teams can deploy 3CX in a matter of days. Depending on your existing equipment, users can often use their current hardware if it’s SIP compatible. Based on experience, it still requires some familiarity, but overall, it’s relatively easy to install and configure, and its admin panel is intuitive and powerful.
Best of all, 3CX is compatible with Android, iOS, and Windows desktop and mobile devices and the Web Client. However, its web conferencing functionalities and mobile interface are not as modern as those of other providers.
The 3CX Android App features a redesigned User Interface. (Source: 3CX)
While users have given some critical feedback, 3CX PBX reviews are generally positive. During our 3CX review, users found the software easy to install and use, while others reported that it’s a functional PBX system offered at a reasonable price. Key features appreciated by customers include its Voice Application Designer (VAD), call recording, chat functionality, extensions, and ring groups.
Other popular third-party review websites rated 3CX as follows:
- GetApp: 4.4 out of 5 based on about 409 reviews
- G2: 4.4 out of 5 based on more than 460 reviews
- TrustRadius: 8.4 out of 10 based on 123 reviews
- Gartner: 4.1 out of 5, considering 9 reviews
Some users found the existing, non-customizable desktop ringtone frustrating, and there are occasional mobile app bugs and poor call quality. One repeated suggestion is to expand customer service options and reduce the cost of customer service tickets. However, it was noted that while customer support is through tickets or 3CX partners, 3CX offers excellent online resources and a wealth of information through forums and its active online community.
How We Evaluated 3CX
To provide an accurate 3CX phone system review, we tested the platform and checked feedback from verified review websites to assess the solution’s overall performance. To evaluate functionality and value for money, we considered six main factors in our scoring system: 3CX pricing, general features, niche or advanced features, customer service, ease of use, and an expert score.
Click through the tabs in the box below to view our full scoring criteria.
20% of Overall Score
In evaluating 3CX pricing, we checked for the availability of a free plan, a free trial, and annual discounts. We award additional points if the provider’s base plan costs $20 or less and has no termination fees.
25% of Overall Score
For 3CX features, we looked at capabilities essential to a business phone system, such as unlimited calls, transcriptions, audio/video conferencing, integrations, and a mobile app. Our 3CX softphone review considered the uptime SLA and analytics features it offers. 3CX gets an additional point for the availability of any of these features.
20% of Overall Score
We checked 3CX’s niche features to see the additional value users get by subscribing. When evaluating VoIP providers, we check if they offer overseas calling, virtual phone numbers, and an IVR system. We also give additional points if they have robust reporting tools.
10% of Overall Score
We assess the quality of customer service by checking the number of hours and days the customer support team is reachable. Higher points are given if it operates 24/7. We also looked at the availability of customer support channels, including email, phone, and live chat.
10% of Overall Score
We evaluated 3CX’s user interface based on user-friendliness and the technical skills required to set up and operate its entire platform. We explored its desktop and mobile apps and considered users’ firsthand experiences.
15% of Overall Score
We arrived at our expert score by comparing 3CX against other leading phone system providers. We also consulted recent 3CX reviews shared by software users to examine their personal experience, including their thoughts on its features, ease of use, and cost-effectiveness.
*Percentages of overall score
Frequently Asked Questions (FAQs)
Yes, 3CX supports a wide range of IP phones and SIP trunk providers as long as they are SIP-compliant. This allows businesses to continue using their existing devices instead of replacing them.
The 3CX FREE plan is free forever for up to 10 users. As your business grows, you can upgrade to the 3CX SMB—Small Business edition, which costs $195 per year for up to 20 users.
Based on 3CX app reviews and our own experience with the platform, 3CX and its apps offer reliability and high-quality calls across mobile devices, desktops, and other conventional phone handsets. 3CX’s hosted service is provided by DigitalOcean, which has 15 data centers worldwide and guarantees a 99.99% service level agreement (SLA).
Bottom Line
3CX is an excellent choice for companies looking for a provider with robust features for managing omnichannel communications. Our 3CX review revealed that its system-based pricing offers affordability, while its on-premise packages allow teams to run their own contact center or phone system with ultimate control. To learn more about 3CX, visit its website for a fast sign-up process. You can start with the Free plan and upgrade to paid plans as your business grows.
