3CX Review

It allowed us to communicate and collaborate even when we were out of the office or on a client site, but we also had a challenge with the web video functionality


Valuable Features

The most important part of this solution for us was the Mobile and Desktop client which allowed us to communicate and collaborate even when we were out of the office or on a client site.

Improvements to My Organization

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

Room for Improvement

The overall product is really good however I feel that it mostly falls short on the implementation side. That could however be due to internal skillsets and/or the service partner that we have used in the past. We also had a challenge with the web video functionality where this is only supported on a certain Server OS which differs to the OS we usually use for these deployments.

Use of Solution

We have installed this solution at a few of our clients. We tried to have this rolled out internally but were met with some challenges related to the VoIP provider and therefore we decided to roll back to our previous solution.

Deployment Issues

We had sync issues between the mobile clients and the desktop phones which needed vigorous testing and fault finding. We also had quality/speech issues with our VoIP service provider which ultimately caused us to roll back to our previous solution. The issues were one way speech and quality related.

Stability Issues

None, once the system was implemented the server and services were stable.

Scalability Issues

No experience with this, but based on deployments which we were part of, the system managed scalability (user and functionality) with ease, requiring no additional licenses or software assurances.

Customer Service and Technical Support

Customer Service:

International support is good, local support in South Africa could be better.

Technical Support:

International support is good, local support was satisfactory. In some cases I did feel like support was being hidden behind a request for plenty traces, proof and documentation when I would have hoped that they could have given a solution (or possible solution) without needed all that information.

Previous Solutions

We used a diverse range of systems from NEC, Ericsson and Mitel across our client base. The main reason for switching was for the scalability and competitive pricing, but also the functionality through the Mobile and Desktop client. We also push this product because it is a pure IP platform and is not built on, or rely on legacy architecture to provide this functionality.

Initial Setup

The initial set-up is very easy, but the deployment and integration was challenging and required a strong effort from the network team, as well as the VoIP provider.

Implementation Team

We had a mix of both in-house engineers and vendor ones. We used the local preferred partner ICT Globe and in some cases we found their support to be average or below average in terms of how they managed the customer expectation, executed on the tasks and avoiding repeat visits.

Pricing, Setup Cost and Licensing

The pricing is very competitive, as is the annual Software assurance and support. On this product, the strength is in that there are no user license costs but rather just a base cost, based on the amount of concurrent calls that a company would utilise.

Other Solutions Considered

Primarily Mitel.

Other Advice

Good product overall, the product lacks some Contact Center reporting features and functionality but serves the purpose for small business requirements. On the resiliency side, high availability is not supported (to my knowledge) and therefore may not be a fit for demanding corporate environments. My greatest advice would be to find a reputable service partner, and ensure that you call on their references, and appoint an internal project sponsor to work alongside and manage the deployment and planning with the service partner.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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