3CX Live Chat vs ShoreTel Sky [EOL] comparison

Why PeerSpot?

3CX and Mitel are both solutions in the Unified Communications category. Additionally, 90% of 3CX users are willing to recommend the solution, compared to 80% of Mitel users who would recommend it.

3CX Live Chat

Read 57 3CX Live Chat reviews

7,130 Views
1,925 Comparison Views

90% willing to recommend

ShoreTel Sky [EOL]

Read 7 ShoreTel Sky [EOL] reviews

80% willing to recommend

3CX Live Chat

ShoreTel Sky [EOL]

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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: October 2026).

Buyer's Guide

Unified Communications

October 2026

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Helped 920,769 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

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Virtual Meetings (6th), IP PBX (1st), Unified Communications (2nd), Live Chat (6th), Hosted and Cloud Based VoIP (7th)

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

"This system is just awesome."

"Because it’s quite easy to deploy and operate, it has allowed us better disaster recovery options for our clients."

"We've had good experiences with 3CX support."

"The failover features that come on SP3 allow me to create a replica of 3CX PBX in case the 3CX fails, and the replica becomes active right away, minimizing downtime and data loss."

"The solution is stable."

"Customer Service: Great - the national distributor is really good at showing us love, and works with us to resolve problems that we encounter."

"The collaboration features allowed us to consistently provide cohesive communication with our customers as all team members could participate regardless of their geographic location."

"It has resulted in customer satisfaction for the company product on IVR/web conference/application integration/mobility, etc."

More 3CX Live Chat pros

"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."

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

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

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

"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."

"Allows us to work interactively through different locations."

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

Cons

"Yes, we have had many problems with this product, but step-by-step, they fix them, because this is a new product."

"We would like to see continued improvements in the 3CX phone mobile apps, such as allowing for deletion of multiple voicemails, shared parking control, and disabling softphone mode."

"We had sync issues between the mobile clients and the desktop phones which needed vigorous testing and fault finding."

"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."

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

"During one upgrade, we lost conferencing that took several months to add back in the new version."

"No issues with the solution, except its services require a business model change."

"They need to embed a help or chat feature."

More 3CX Live Chat cons

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

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

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

"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."

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

Pricing and Cost Advice

"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."

"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 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 reasonable. There are a few license options and we are using an enterprise license."

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

"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."

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

More 3CX Live Chat pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Construction Company

17%

Outsourcing Company

12%

Financial Services Firm

11%

Comms Service Provider

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	42
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 good, as they are not very expensive. We have an unlimited number of engineers on 3CX Live Chat, so the licensing cost is ...

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What needs improvement with 3CX Live Chat?

3CX Live Chat can be improved, as it is very frustrating that we do not receive the call on the application. Thanks to the offline feature, if the application is offline and we miss a call, after a...

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

My main use case for 3CX Live Chat is using it for the company support line. A quick specific example of how I use 3CX Live Chat for my company support line is that we have a support number in our ...

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Compared 4% of the time

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Compared 3% of the time

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Compared 23% of the time

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Compared 16% of the time

Vertical Solutions Wave IP vs ShoreTel Sky [EOL]

Compared 14% of the time

Mitel Application Suite vs ShoreTel Sky [EOL]

Compared 14% of the time

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Compared 7% of the time

More ShoreTel Sky [EOL] Competitors

Product Reports

Buyer's Guide

Live Chat

October 2026

Download 3CX Live Chat product report

Buyer's Guide

Unified Communications

October 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

October 2026

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