3CX Live Chat vs Genesys PureConnect comparison

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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The call queue and reporting systems are robust compared to what you have to pay to get the same level of functionality with a competing system.""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.""With the reporting feature you can get all the incoming and outgoing call details.""It lets you see how many calls you made, the time you called, and how many minutes you spent on the phone.""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.""It is SIP compliant to multiple SIP phone vendors, though it is not locked into a proprietary vendor.""Mobility features and remote extensions work well.""The solution is stable."

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"Can integrate with a lot of gateways in voice."

More Genesys PureConnect Pros →

Cons
"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 should be an option to save some extensions.""You cannot make a group call on 3CX. That feature would make my life easier because I could talk to two suppliers or a supplier and management together. I wouldn't need to end the call and call another person.""I need a robust provider who can help me use Live Chat. Unfortunately, I have to move from one provider to another because they don't have enough capabilities to maintain good service.""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.""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.""Some customers want to integrate a CRM solution with 3CX, but it's not compatible.""Having a video call would be a nice idea."

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"Customer support can sometimes be delayed."

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Pricing and Cost Advice
  • "Switching from POTS or PRI to SIP Trunk save the customer real costs. ROI is seen in less than a year."
  • "The price of the solution is reasonable. There are a few license options and we are using an enterprise license."
  • "There aren't any additional costs. With the license I purchased, I have all features that I need. I don't have to buy an add-on or another license."
  • "We used a yearly license depending on the customer's requirements, and the customers did not complain about the pricing."
  • "The price of the solution is in the middle range compared to other solutions. There are different license options available. For example, there is a professional version and an enterprise version, and with the enterprise version, you have the ability to modify the dashboards. You can purchase a license at many different time frame increments, such as monthly, yearly, or two years."
  • "We have purchased an annual license to use 3CX Live Chat. There are different options available, you can pay monthly or yearly. I am completely satisfied with the pricing of 3CX Live Chat, it is cheaper than competitors and it is a better solution."
  • "The price of the solution has been reasonable. We have not had any problems or complaints with the licensing model. We have not reached a point where we need to upgrade. We have all the correct channels."
  • "There is no add-on costing on the standard fees."
  • More 3CX Live Chat Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I'm not 100% sure. However, it’s my understanding that there is no cost.
    Top Answer:The solution's features for scheduling and generating reports need improvement. It fails to provide updated data. We have to connect with third-party tools for reports costing us additional expenses.
    Top Answer:Can integrate with a lot of gateways in voice.
    Top Answer:As of now, they are doing great in all areas and they keep improving their services
    Top Answer:There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.
    Product Features
    3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration and replaces proprietary PBXs. The award-winning software enables companies of all sizes to cut telco costs, boost employee productivity, and enhance customer experience. With integrated WebRTC video conferencing; apps for Android, iOS, the web and desktop; a full suite of collaboration features, and website live chat, 3CX offers companies a complete communications package out of the box.
    Ranking
    1st
    Views
    767
    Comparisons
    486
    Reviews
    5
    Average Words per Review
    432
    Rating
    8.0
    7th
    Views
    143
    Comparisons
    129
    Reviews
    1
    Average Words per Review
    192
    Rating
    9.0
    Comparisons
    Also Known As
    3CX PBX
    Interactive Intelligence Customer Interaction Center, CIC
    Learn More
    Overview

    Connect with your website visitors for free with the 3CX Live Chat plugin. With more than 1,900,000 downloads, 3CX Live Chat is the most popular, effective and reliable live chat plugin for WordPress. Increase conversions and boost customer satisfaction by communicating directly with your website visitors in real-time.

    Integrate with 3CX for a multichannel communications suite including voice and video (requires 3CX V16). Get 3CX for free for one year for unlimited users hosted by 3CX, in your own cloud account or on-premise on Windows or Linux.

    • Easy and convenient for visitors
    • Build rapport with potential customers via live chat
    • Increase sales
    • Reduce customer support line costs by using live chat
    • Learn to understand the pain points of your customers

    FEATURES

    • Simple and clean UI for all users
    • Option to elevate a live chat to a call or video call
    • Free iOS or Android apps to respond to messages through a smartphone
    • Ability to transfer chats to other agents
    • Agent’s picture is shown in the live chatbox
    • Customizable chatbox. Add a company logo, change the colors of the chatbox
    • All chats are saved in chat history
    • Dedicated storage system for all offline messages
    • Create unlimited agents to handle live chats and calls
    • Customizable offline message form
    • Supports animations in the chatbox
    • Ability to choose whether you want to accept or decline a chat

    Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

    Sample Customers
    Information Not Available
    Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB
    Top Industries
    REVIEWERS
    Comms Service Provider41%
    Financial Services Firm14%
    Manufacturing Company9%
    Media Company5%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Comms Service Provider14%
    Financial Services Firm9%
    Government7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm12%
    Manufacturing Company9%
    Energy/Utilities Company7%
    Company Size
    REVIEWERS
    Small Business83%
    Midsize Enterprise13%
    Large Enterprise4%
    VISITORS READING REVIEWS
    Small Business36%
    Midsize Enterprise15%
    Large Enterprise49%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise70%

    3CX Live Chat is ranked 1st in Unified Communications with 54 reviews while Genesys PureConnect is ranked 7th in Unified Communications with 1 review. 3CX Live Chat is rated 8.8, while Genesys PureConnect is rated 9.0. The top reviewer of 3CX Live Chat writes "Any easy-to-use solution that is good for small-scale clients ". On the other hand, the top reviewer of Genesys PureConnect writes "Provides great functionality". 3CX Live Chat is most compared with Yeastar S-Series VoIP PBX, Cisco VoIP PBX, Webex, Kamailio SIP Server and Fortinet FortiVoice, whereas Genesys PureConnect is most compared with Genesys Cloud CX, NICE CXone, Cisco Jabber, Kamailio SIP Server and Calabrio WFM.

    See our list of best Unified Communications vendors.

    We monitor all Unified Communications reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.