3CX Live Chat vs ShoreTel Sky [EOL] comparison

Why PeerSpot?

3CX and Mitel are both solutions in the Unified Communications category. Additionally, 91% of 3CX users are willing to recommend the solution, compared to 80% of Mitel users who would recommend it.

3CX Live Chat

Read 56 3CX Live Chat reviews

5,953 Views
1,548 Comparison Views

91% willing to recommend

ShoreTel Sky [EOL]

Read 7 ShoreTel Sky [EOL] reviews

80% willing to recommend

3CX Live Chat

ShoreTel Sky [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between 3CX Live Chat and ShoreTel Sky [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Cisco, 3CX, Digium and others in Unified Communications.

To learn more, read our detailed Unified Communications Report (Updated: September 2026).

Buyer's Guide

Unified Communications

September 2026

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Helped 913,806 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

3CX Live Chat

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Virtual Meetings (6th), IP PBX (1st), Unified Communications (2nd), Live Chat (4th), Hosted and Cloud Based VoIP (4th)

ShoreTel Sky [EOL]

Average Rating

7.8

Reviews Sentiment

4.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Ram Maruboina

Software Engineer – Rust Systems & AI Evaluation at Turing

Real-time chat has boosted customer satisfaction and improves team efficiency and lead conversion

We could improve with better advanced chatbot customization, stronger AI-powered conversations, automatic deep CRM and third-party integration, more detailed analytics and reporting, additional customization options for chats, and improvements to mobile app performance and workflow automation. Regarding security, it is essential for customer-facing interactions. I would point out the real-time data lag, which is a significant gap, and enhancements in system reporting and live data update metrics are necessary. We also miss deep customer journey insights, along with user interface improvements, mobile widgets, and agent experience enhancements, especially with security and privacy configurations. On a scale of 1 to 10, I would rate 3CX Live Chat as an 8 because it has excellent control over the PBX license while enabling instant transitions from chat to voice and video calls. The reasons for losing those two points include basic analytics, widget customization options, and limited standalone chat tools compared to its competitors, which have higher market shares. With the right developers, they could excel in this area. The reason I chose the number eight is not only about analytics or customization but due to reliability bugs and agent workflow frictions, which affect the overall reporting coherence. Reliability and security glitches are significant drawbacks.

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it_user269988

Office Manager with 51-200 employees

The Service Portal is useful feature, but there are occasional outages.

Phone Assistant is very useful, as is the Service Portal Occasional outages, but they're usually resolved very quickly. Customer Service: Customer service is generally responsive and courteous. Technical Support: Technical support folks are generally knowledgeable and helpful. We moved to VoIP…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We can call everywhere with the IP public install on the application."

"We have multiple branches countrywide and we all connect to one seamless system for all our communication needs."

"It has made my life as the VoIP Division Manager easier."

"Excellent Windows based PBX constantly updated with new features and great support."

"The 3CX Phone System system simply works."

"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."

"Since implementing 3CX Live Chat, we have seen our average response time decline by around 55%, customer satisfaction increase by approximately 45%, and lead conversations on the website chat improve by about 35%."

"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."

More 3CX Live Chat pros

"We have 15 branches that are now connected as though we are housed in the same building."

"We moved to VoIP a little over five years ago, after having a traditional POTS system, and it was a great improvement in terms of capability and service."

"We rely on using ShoreTel's Phone Assistant as an integral part of our company and how it functions."

"Allows us to work interactively through different locations."

"With the reporting available from Shoretel we were able to adjust our staff scheduling and decrease average hold times from 60 seconds to 30 seconds."

"Using Shortel sky has been great for our company."

"The Portal administrator tool is very easy to navigate and understand; this has to be my favorite feature."

Cons

"Message management in 3CX Live Chat is a little tricky."

"Would be great to see the ability to break office hours down beyond single days. For example, we have clients that have standing meetings on Monday from 11:00a to 12:00p."

"Some customers want to integrate a CRM solution with 3CX, but it's not compatible."

"For firewall: Its advice is to disable the firewall to allow voice to pass through the network, but there are instants when you don't disable the firewall for security reasons that NAC port comes in."

"It would be great if the web meeting functionality could be extended to enable users to call standards-based video conferencing systems."

"The outbound call reporting and wall board could be improved for the outbound call centers functions."

"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."

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

More 3CX Live Chat cons

"The portal is very good, but could use more function and streamline, especially in the call flow section."

"Some intermittent connectivity issues are inherent with VOIP systems."

"Occasional outages, but they're usually resolved very quickly."

"Perhaps allowing more control over user functions from the customer portal, otherwise the solution is a good fit."

"The experience does not feel "Unified." With the recent acquisition of M5 they acquired a bunch of new features, but have not been able to make all UC features available from one website or one program."

Pricing and Cost Advice

"We used a yearly license depending on the customer's requirements, and the customers did not complain about the pricing."

"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."

"There is no add-on costing on the standard fees."

"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."

"Switching from POTS or PRI to SIP Trunk save the customer real costs. ROI is seen in less than a year."

"3CX sells an annual subscription, but we usually split it out monthly for clients, so they don't see an annual bill for the 3CX licensing, it's just part of their monthly phone bill. As they're paying us for carrier service anyway, we just roll it all together. Your standard phone service would be an additional cost, you either need to maintain a local carrier with POTS lines or PRI or a SIP, or you have to go with a cloud-based SIP."

"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."

"The price of the solution is reasonable. There are a few license options and we are using an enterprise license."

More 3CX Live Chat pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Construction Company

19%

Financial Services Firm

12%

Outsourcing Company

12%

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	6
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	6
Large Enterprise	1

Questions from the Community

What is your experience regarding pricing and costs for 3CX Live Chat?

My experience with pricing, setup cost, and licensing for 3CX Live Chat is generally positive. The pricing structure is straightforward, and the licensing models are user-friendly, leading to a smo...

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What needs improvement with 3CX Live Chat?

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What is your primary use case for 3CX Live Chat?

My main use case for 3CX Live Chat is customer support, website live chat, and lead generation. For my customer support and lead generation use, I worked with 3CX Live Chat for customer inquiries i...

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Comparisons

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Compared 5% of the time

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Compared 4% of the time

Drift Live Chat vs 3CX Live Chat

Compared 4% of the time

Digium Switchvox vs 3CX Live Chat

Compared 4% of the time

Webex vs 3CX Live Chat

Compared 3% of the time

More 3CX Live Chat Competitors

Digium Asterisk vs ShoreTel Sky [EOL]

Compared 26% of the time

Cisco Unified Communications vs ShoreTel Sky [EOL]

Compared 18% of the time

Vertical Solutions Wave IP vs ShoreTel Sky [EOL]

Compared 18% of the time

Mitel Application Suite vs ShoreTel Sky [EOL]

Compared 14% of the time

Avaya Spaces vs ShoreTel Sky [EOL]

Compared 7% of the time

More ShoreTel Sky [EOL] Competitors

Product Reports

Buyer's Guide

Live Chat

September 2026

Download 3CX Live Chat product report

Buyer's Guide

Unified Communications

September 2026

Download ShoreTel Sky [EOL] product report

Also Known As

3CX PBX

No data available

Overview

3CX Live Chat enhances communication with seamless CRM integration, cloud management, and VoIP integration. Mobile and desktop apps support mobility, making it a flexible communication tool for businesses.

3CX Live Chat integrates communication through WebRTC, providing chat, video, and call queues that create a robust platform for customer support and internal communication. It boasts strong management features like call tracking, scalability, and cost savings, all within a user-friendly interface. Maintenance and customization are straightforward, facilitating streamlined customer interactions and operations. However, the solution requires attention to integration and customization challenges, including complex interfaces and compatibility limitations. Users may find some areas for improvement in analytics, reporting, and extended device support.

What are the key features of 3CX Live Chat?

Cloud Management: Simplify communication with cloud-based tools.
VoIP Integration: Enhance call handling with integrated VoIP capabilities.
Seamless CRM Integration: Connect easily with existing CRM software.
WebRTC: Enable smooth transitions between different communication modes.
Call Tracking & Reporting: Access detailed call data for better decision-making.
Mobile & Desktop Apps: Support mobility with versatile app options.
Customization: Tailor features to suit specific communication needs.

What benefits should reviewers look for?

Cost Savings: Reduce expenses with an efficient communication tool.
Scalability: Adapt to changing business communication needs easily.
Ease of Deployment: Minimize IT setup time and resources.
Management Features: Utilize tools for effective communication oversight.

3CX Live Chat is utilized across domains, particularly in customer support, enabling seamless internal and client interactions. Call centers, small and medium-sized businesses, and enterprises favor it for its efficiency in handling customer inquiries and facilitating communications across multiple branches with minimal IT setup.

3CX

ShoreTel Sky have some useful features: ShoreTel Sky Communicator turns conference calls into active web sharing with video, presentation mode and more. ShoreTel Sky Mobility keeps you connected with deskphone features and functionality everywhere. ShoreTel Sky Advanced Application integrations amplify and enhance CRM and ERP functionality and ShoreTel Sky Contact Center improves the quality and quantity of profitable customer contacts.

Mitel

Sample Customers

Information Not Available

Abacus Service Corporation, AIPAC, Airlie Womens Clinic, All Erection Crane And Rental Corporation, Aquent, Aspire, Bonobos, Brooklyn Brewery, Cable Scope, Caduceus

Buyer's Guide

Unified Communications

September 2026

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