3CX phone systems review – Prices, features and value explained

For UK businesses seeking a reliable and feature-rich phone system, 3CX is an increasingly popular choice. Known for its VoIP technology, 3CX offers a comprehensive suite of telephony solutions designed to enhance communication, support remote working, and reduce costs. This review will explore key aspects of the 3CX phone system, including its features, costs, and the overall benefits and drawbacks to help determine if it’s the right choice for your business.

Overview of 3CX phone systems

3CX is a software-based phone system designed for businesses of all sizes. It runs on Windows, Linux, or in the cloud, providing flexibility and scalability to adapt to various business needs.

With a user-friendly interface and a wealth of advanced features, 3CX allows businesses to make, receive, and manage calls seamlessly.

Its compatibility with mobile devices and integration with CRM software also make it highly suitable for teams needing mobility and flexibility.

Key features of 3CX phone systems

3CX offers a wide range of features that can enhance productivity and streamline communications. Here’s a closer look at its core functionalities:

• Unified communications: 3CX integrates messaging, video conferencing, and voice calls into a single platform. Users can easily switch between communication channels, enhancing collaboration within and outside the organisation.
• Web-based video conferencing: 3CX includes an integrated video conferencing solution, enabling businesses to conduct online meetings without additional software. This feature is ideal for remote teams, providing a professional setting for meetings and presentations.
• Call management and control: 3CX offers various call management features such as call queuing, IVR (interactive voice response), call recording, and automatic call distribution. These functionalities improve customer service capabilities and allow better call flow control.
• CRM integration: The system integrates with popular CRM platforms like Salesforce, HubSpot, and Zoho, allowing customer data to appear automatically when receiving calls. This integration enhances customer service by equipping representatives with real-time information.
• Mobile and remote access: 3CX’s mobile app, available for iOS and Android, enables users to access business communications on the go. Remote users benefit from the full suite of features, enabling seamless remote work and connectivity with office systems.
• Security and encryption: Security is a priority for 3CX, and the platform includes features such as encrypted calls, blacklists, and IP-based access controls to protect against hacking and unauthorised access.

Cost of 3CX phone systems

One of the standout advantages of 3CX is its affordability. The pricing model is based on the number of simultaneous calls rather than the number of users, which can be more cost-effective for smaller teams or businesses with high call volumes. 3CX offers three pricing tiers:

1. Standard (free): This version offers a limited range of features suitable for very small businesses or those just starting with VoIP. It supports basic call handling, WebRTC (Web Real-Time Communication) video conferencing, and some CRM integration.
2. Pro (£145 per year for 4 simultaneous calls): The Pro version includes more advanced features, such as call reporting, call recording, and additional CRM integration options. It’s ideal for businesses needing more control and analytics over their calls.
3. Enterprise (£175 per year for 4 simultaneous calls): This tier includes all Pro features plus advanced options like skill-based routing and reporting enhancements. Larger organisations with complex call handling requirements may benefit most from the Enterprise level.

Additional simultaneous call licences can be added as needed, with pricing adjusted according to the number of simultaneous calls your business requires.

Pros of 3CX – What we like

• Cost-effective: The pricing model can offer significant savings, especially for smaller businesses with higher call volumes.
• Easy to set up: 3CX is known for its intuitive setup and management, allowing businesses to manage their phone systems without the need for extensive IT support.
• Flexibility: With on-premise and cloud options, 3CX adapts to various infrastructure setups and budgets.
• Wide feature range: The system provides unified communications, CRM integration, and mobile functionality, offering all-in-one communication capabilities.
• Scalability: The system is highly scalable, making it suitable for businesses of different sizes, from SMEs to larger enterprises.

Cons of 3CX – Potential drawbacks

• Learning curve: Some advanced features require a learning curve, which could mean additional training for staff.
• Limited support for free version: The free version lacks certain customer support options, so businesses may need to invest in paid tiers for full support.
• Potential compatibility issues: While 3CX integrates with various CRM systems, businesses with niche or custom CRM setups may encounter compatibility challenges.

3CX reviews and ratings

Here is a summary of recent ratings for 3CX across several review platforms to help you gauge customer satisfaction:

• Trustpilot: On Trustpilot, 3CX has an average rating of 3.8 out of 5. Users appreciate its flexibility and cost-effectiveness, but there are some mixed opinions about support responsiveness and recent software updates.
• G2: 3CX scores a solid 4.3 out of 5 on G2. This rating is based on several hundred reviews, with high marks for ease of use and value for money. Users particularly praise its comprehensive feature set, though a few noted that call quality can vary depending on internet connectivity.
• Software Advice: With a rating of 4.4 out of 5, Software Advice highlights 3CX’s user-friendly interface and affordable pricing. Customers like the mobile and desktop app integration, though some critiques mention a learning curve for advanced configurations.
• GetApp: Also rated 4.4 out of 5 on GetApp, 3CX is commended for features like call recording and CRM integration. While most reviews are positive, a few users have raised concerns about limited customer support availability.

These ratings reflect a generally favourable view of 3CX, especially for its affordability and remote-working capabilities, though there are occasional complaints about support and the recent software version changes. This feedback can provide valuable insights for businesses considering 3CX as a VoIP provider.

Review – Is 3CX the right choice for your business?

3CX is a robust and adaptable phone system suitable for a broad spectrum of business types and sizes.

Its flexible pricing, diverse feature set, and mobile-friendly options make it particularly appealing for small to mid-sized businesses.

Additionally, the software’s CRM integrations and remote-working capabilities make it ideal for businesses that prioritise customer service and flexible work arrangements.

That said, larger enterprises with highly specific requirements or those needing extensive training and technical support might find alternative solutions with dedicated support teams a better fit.

Similarly, businesses using specialised CRM software may need to confirm integration capabilities to ensure seamless operation.

3CX review – Final verdict

3CX offers a compelling mix of features and affordability that makes it an attractive option for UK businesses looking to modernise their phone systems.

Its flexibility and cost-effective pricing structure, combined with powerful communication tools, allow companies to operate more efficiently and enhance customer interactions.

For businesses ready to transition to a VoIP-based system, 3CX is worth considering and testing, particularly with its free version available for smaller setups or trials.

Ultimately, if your business values flexible communication solutions, cost-effectiveness, and ease of setup, 3CX could be an ideal fit.

However, consider your unique needs and trial the system to determine if it aligns with your business goals and requirements.

Comparisons

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• 3CX vs Mitel
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• 3CX vs Skype
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• 3CX vs Zoom

FAQ – 3CX review