Friendly interface supports different hold messages but call flow design and reporting need improvements
Pros and Cons
"The most valuable features are the friendly user interface, the ability to support different hold messages per department, and the good desktop and mobile clients."
"The call flow design is extremely basic compared to 3CX and needs variable and loop capabilities to begin with."
What is our primary use case?
I use the product to replace 3CX.
How has it helped my organization?
It helped the organization consolidate multiple PBX systems into one.
What is most valuable?
The most valuable features are the friendly user interface, the ability to support different hold messages per department, and the good desktop and mobile clients.
What needs improvement?
The call flow design is extremely basic compared to 3CX and needs variable and loop capabilities to begin with. Calls using 'control' extensions do not move the call to the next point, and require manual 'follow_me' adjustments in Asterisk. Reporting is very basic. Live view and control of actual calls in the dashboard is missing and it only shows the call count.
For how long have I used the solution?
I have been using the solution for 2 months.
Which solution did I use previously and why did I switch?
I previously used 3CX, but I switched due to cost and the inability to control different on-hold messaging on the same PBX. I was forced to move to an inferior version, and I received an email stating that if I did not want to move to the new version, I had to find an alternate product.
What's my experience with pricing, setup cost, and licensing?
The pricing is good, but I recommend making sure it has the correct features for your needs.
Which other solutions did I evaluate?
I did not consider any alternate solutions.
What other advice do I have?
Yeastar is based on an outdated version of Asterisk, so if you are using physical IP phones, some functionality may be limited or broken due to the lack or limitation of SIP headers that were improved in later versions of Asterisk.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Enhanced service desk workflow which streamlines operations and offers strong integration capabilities
Pros and Cons
"The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity."
"The reporting and dashboards of 3CX could be improved."
What is our primary use case?
The customers use 3CX for IP telephony and call center activities. Additionally, they use 3CX for service desk activities, including integration with other ITSM products to collect data from customers who need technical support on their platforms.
How has it helped my organization?
3CX has proven to be a good solution, particularly due to its integration capabilities with IP telephony and call center activities. It helps to perform the service desk activity with other ITSM products, prompting services by languages and skills, which streamlines the operation within a good price range.
What is most valuable?
The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity.
What needs improvement?
The reporting and dashboards of 3CX could be improved.
For how long have I used the solution?
I have been using 3CX Live Chat since 2020, which is approximately four years.
What do I think about the stability of the solution?
3CX is a very good solution, and it is easy to maintain and use. I appreciate its stability.
What do I think about the scalability of the solution?
3CX has an adaptability rating of eight out of ten. I am satisfied with the scalability of 3CX and do not see a need for significant improvements in this area.
How are customer service and support?
I do not contact technical support as a consultant; it is the customers who contact technical support if they need it.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup of 3CX in a cloud environment is very easy. It involves creating internal users, then configuring the external trend, groups, call scenarios, SED missile, and recording necessary announcements.
What's my experience with pricing, setup cost, and licensing?
The pricing of 3CX is around six out of ten. For some customers, the first year may be free of charge, allowing them to try the solution before deciding to implement it.
What other advice do I have?
I'd rate the solution eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: My company has a business relationship with this vendor other than being a customer. consultant
