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3CX Live Chat pros and cons

Vendor: 3CX

4.4 out of 5

55 reviews
91% willing to recommend

Pros & Cons summary

3CX Live Chat enhances customer mobility and integrates seamlessly with existing CRM systems and WordPress. It supports SIP compliance, offering compatibility with multiple SIP phone vendors. Strong reporting and management features cater to call center capabilities. However, customization limitations, configuration challenges, and underdeveloped web meeting features hinder its competitive edge. Call recording flexibility is restricted, and integration complexities may impact enterprise-level systems, limiting the platform's user-friendly appeal.

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Prominent pros & cons

PROS

3CX Live Chat provides mobility, allowing users to access their phone system from anywhere.

It integrates seamlessly with CRMs, syncing numbers and enhancing communication quality.

3CX Live Chat supports integration with SMS, making it convenient for customer communication.

The call queue and reporting systems are robust and cost-effective compared to competitive solutions.

3CX Live Chat offers valuable features including meetings, IVR, and workflow personalization.

CONS

3CX Live Chat lacks sufficient options for call recording and the ability to pause recording during sensitive customer interactions.

Customization features are limited in terms of call flow design and configuration changes require reinstallation.

Existing integration capabilities are inadequate, resulting in data extraction issues and CRM compatibility problems.

Group calling feature is absent, complicating multi-party communication and requiring workaround processes.

Reporting, analytics, and dashboards need improvement to enhance depth and insight generation.

3CX Live Chat Pros review quotes

MD

Mojtaba Docharkhehsaz

CEO

Jun 12, 2018

This solution gives our customers mobility. They can use their phone system everywhere. The other key feature is the security.

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BA

Sr. IT Consultant at Carolina InfoTech

Aug 13, 2018

It is SIP compliant to multiple SIP phone vendors, though it is not locked into a proprietary vendor.

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FV

President & Primary Consultant at Techception Inc

Oct 16, 2018

Mobility features and remote extensions work well.

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GS

IT Consultant at DirectCall

Sep 17, 2021

3CX has a graphical user interface, and this is awesome because I don't have to have an IT person from my company in my customer's environment to set up and configure 3CX for my client. I just train the customer.

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RF

IT Coordinator at Zignet

Sep 20, 2021

We have not had any bugs or glitches, the solution is stable.

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reviewer1676250

Network Engineer

Sep 21, 2021

With the reporting feature you can get all the incoming and outgoing call details.

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ST

ICT Manager at a manufacturing company with 51-200 employees

Oct 7, 2021

The dashboards and interface of the solution are very good, they have covered most of the main features needed for our needs.

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RK

Associate Systems Engineer at a tech services company with 51-200 employees

Sep 24, 2021

The most valuable features of 3CX Live Chat are the integration with our existing CRM allowing us to get all of the numbers synced together. The communication aspect of the solution was always working very well, the sound quality was perfect. We were able to log into the application to check which users were using the solution and if they were in a call or not. Additionally, the solution integrates well with other CRMs.

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RK

Head CX at Tecrivuelt

Sep 25, 2021

3CX is easy to use. It's pretty a much regular PBX system. It is quite easy to configure aspects of it, and it has a good soft client.

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SM

Strategic Partner at East Kentucky Telecom Inc.

Oct 2, 2021

The integration with SMS has been helpful. That's how a lot of customers prefer to communicate nowadays. It makes it convenient for the customer to reach us.

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3CX Live Chat Cons review quotes

MD

Mojtaba Docharkhehsaz

CEO

Jun 12, 2018

It could be better in terms of providing more options for call recording.

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BA

Sr. IT Consultant at Carolina InfoTech

Aug 13, 2018

It needs the option for the CS rep to stop recording when a credit card number is recited by the customer.

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FV

President & Primary Consultant at Techception Inc

Oct 16, 2018

The support team can appear to be condescending.

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Find out what your peers are saying about 3CX, Text, SalesLoft and others in Live Chat. Updated: November 2025.

879,259 professionals have used our research since 2012.

GS

IT Consultant at DirectCall

Sep 17, 2021

In 3CX, customization is not as easy as I would like. With 3CX Call Flow Designer, you can set up the flow of a call, deliver it to the department, and automate the process. I can't do many things with this.

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RF

IT Coordinator at Zignet

Sep 20, 2021

The solution was simple to install, but the configuration was not as simple. The full installation process took a few days.

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reviewer1676250

Network Engineer

Sep 21, 2021

Once we establish the system and do the initial configuration, some configurations will be fixed. However, if we need to change those configurations, the option is to do a reinstallation. Otherwise, we cannot do anything.

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ST

ICT Manager at a manufacturing company with 51-200 employees

Oct 7, 2021

The solution could improve the web meeting feature. There is a lot of competition from all the other applications that are out there, such as Microsoft Teams and Zoom. I find I do not use it that much. I do not know how much effort they are putting into the web meeting part of the program but it could improve.

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RK

Associate Systems Engineer at a tech services company with 51-200 employees

Sep 24, 2021

3CX Live Chat could improve by having better integration with other solutions because we had multiple calls in which information was not extracted correctly. We had to modify their names, and some other data needed to be sorted out for a better understanding of the calls.

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RK

Head CX at Tecrivuelt

Sep 25, 2021

Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose.

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SM

Strategic Partner at East Kentucky Telecom Inc.

Oct 2, 2021

Message management in 3CX Live Chat is a little tricky. You can transfer a conversation to someone else if it comes into a group, but it isn't always easy to return the conversation to the group.

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