We performed a comparison between 3CX Live Chat and ConnectWise PSA based on real PeerSpot user reviews.
Find out what your peers are saying about 3CX, CafeX Communications, LiveChat and others in Live Chat."The integration between the video and voice is the most valuable solution."
"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."
"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."
"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."
"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."
"3CX is useful and easy to use. I can talk to my colleagues from anywhere."
"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."
"The initial setup isn't too difficult."
"The most valuable feature is the management of projects from start to finish."
"Contains every feature that a VAR or MSP would want."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"The platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The solution was simple to install, but the configuration was not as simple. The full installation process took a few days."
"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."
"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 needs the option for the CS rep to stop recording when a credit card number is recited by the customer."
"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."
"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."
"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."
"Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"ConnectWise PSA’s graphical interface is a little old."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"The speed could be better, and the reporting could be a lot better."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"The custom reporting needs to be improved."
3CX Live Chat is ranked 1st in Live Chat with 54 reviews while ConnectWise PSA is ranked 1st in Professional Services Automation (PSA) with 19 reviews. 3CX Live Chat is rated 8.8, while ConnectWise PSA is rated 8.2. 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 ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". 3CX Live Chat is most compared with Yeastar S-Series VoIP PBX, Fortinet FortiVoice, Webex, Cisco VoIP PBX and Kamailio SIP Server, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus.
We monitor all Live Chat 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.
