The most valuable features of 3CX Live Chat are the ability to go straight to a call or screen-sharing and creating multiple channels from the same chat widget effectively. The ability to raise a call straight out to the cloud is fantastic, it is really useful. Additionally, it integrates very well with WordPress.
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.
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.
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.
3CX Live Chat could improve by being more customizable. There should be more skinning options for the appearance of the solution when we embed it onto a website. This would allow us to make it look more like part of our solution, rather than a third-party application.
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.
There are a lot of quality of life things that could be improved. When adding extensions, you need to use the extension import setting, you can't just use an import function to update extensions. You have to delete and recreate the extension, which can have all kinds of unintended consequences.
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.
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.
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.
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.
