3CX Live Chat vs Genesys PureConnect comparison

3CX and Genesys are both solutions in the Unified Communications category. 3CX is ranked #2 with an average rating of 7.0, while Genesys is ranked #8. 3CX holds a 9.7% mindshare in UC, compared to Genesys’s 4.9% mindshare. Additionally, 91% of 3CX users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

3CX Live Chat

Read 55 3CX Live Chat reviews

363 Views
243 Comparison Views

91% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

135 Views
112 Comparison Views

100% willing to recommend

3CX Live Chat

Genesys PureConnect

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Executive Summary

We performed a comparison between 3CX Live Chat and Genesys PureConnect based on real PeerSpot user reviews.

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

To learn more, read our detailed Unified Communications Report (Updated: April 2025).

Buyer's Guide

Unified Communications

April 2025

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Helped 851,604 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

Ranking in Unified Communications

2nd

Average Rating

8.8

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Virtual Meetings (15th), IP PBX (1st), Live Chat (3rd), Hosted and Cloud Based VoIP (4th)

Genesys PureConnect

Ranking in Unified Communications

8th

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), Contact Center Infrastructure (9th), IP Telephony & Unified Communications (12th)

Mindshare comparison

As of May 2025, in the Unified Communications category, the mindshare of 3CX Live Chat is 9.7%, up from 7.4% compared to the previous year. The mindshare of Genesys PureConnect is 4.9%, up from 3.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Unified Communications

Featured Reviews

Ahmed ACHOUR

General Manager at Beyond IT Services

Enhanced service desk workflow which streamlines operations and offers strong integration capabilities

The customers use 3CX for IP telephony and call center activities. Additionally, they use 3CX for service desk activities, including integration with other ITSM products to collect data from customers who need technical support on their platforms 3CX has proven to be a good solution, particularly…

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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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

"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."

"3CX has strong reporting and management features. You can manage the capabilities of a call center with queues and timers. It's a complete solution."

"3CX is a reliable solution."

"3CX is useful and easy to use. I can talk to my colleagues from anywhere."

"The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity."

"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."

"The solution is stable."

"The integration between the video and voice is the most valuable solution."

More 3CX Live Chat pros

"Can integrate with a lot of gateways in voice."

Cons

"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."

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

"The solution could improve the web meeting feature. There is a lot of competition from all the other applications that are out there, such as Microsoft Teams and Zoom. I find I do not use it that much. I do not know how much effort they are putting into the web meeting part of the program but it could improve."

"3CX Live Chat could improve by having better integration with other solutions because we had multiple calls in which information was not extracted correctly. We had to modify their names, and some other data needed to be sorted out for a better understanding of the calls."

"I need a robust provider who can help me use Live Chat. Unfortunately, I have to move from one provider to another because they don't have enough capabilities to maintain good service."

"The analytics need to have a granular depth on how the customer details and the data sends information through this medium."

"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."

"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."

More 3CX Live Chat cons

"Customer support can sometimes be delayed."

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."

"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 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."

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

"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."

"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."

More 3CX Live Chat pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

12%

Real Estate/Law Firm

Government

Computer Software Company

14%

Financial Services Firm

13%

Manufacturing Company

11%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about 3CX Live Chat?

The solution is stable.

See all answers

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

The pricing of 3CX is around six out of ten. For some customers, the first year may be free of charge, allowing them to try the solution before deciding to implement it.

See all answers

What needs improvement with 3CX Live Chat?

The reporting and dashboards of 3CX could be improved.

See all answers

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Comparisons

Yeastar S-Series VoIP PBX vs 3CX Live Chat

Compared 36% of the time

Kamailio SIP Server vs 3CX Live Chat

Compared 24% of the time

Fortinet FortiVoice vs 3CX Live Chat

Compared 21% of the time

Yeastar Cloud PBX vs 3CX Live Chat

Compared 19% of the time

More 3CX Live Chat Competitors

Genesys Cloud CX vs Genesys PureConnect

Compared 52% of the time

NICE CXone vs Genesys PureConnect

Compared 13% of the time

Kamailio SIP Server vs Genesys PureConnect

Compared 13% of the time

Cisco Jabber vs Genesys PureConnect

Compared 12% of the time

Calabrio ONE vs Genesys PureConnect

Compared 9% of the time

More Genesys PureConnect Competitors

Product Reports

Buyer's Guide

Live Chat

May 2025

Download 3CX Live Chat product report

Buyer's Guide

Workforce Engagement Management

April 2025

Download Genesys PureConnect product report

Also Known As

3CX PBX

Interactive Intelligence Customer Interaction Center, CIC

Overview

Connect with your website visitors for free with the 3CX Live Chat plugin. With more than 1,900,000 downloads, 3CX Live Chat is the most popular, effective and reliable live chat plugin for WordPress. Increase conversions and boost customer satisfaction by communicating directly with your website visitors in real-time.

Integrate with 3CX for a multichannel communications suite including voice and video (requires 3CX V16). Get 3CX for free for one year for unlimited users hosted by 3CX, in your own cloud account or on-premise on Windows or Linux.

Easy and convenient for visitors
Build rapport with potential customers via live chat
Increase sales
Reduce customer support line costs by using live chat
Learn to understand the pain points of your customers

FEATURES

Simple and clean UI for all users
Option to elevate a live chat to a call or video call
Free iOS or Android apps to respond to messages through a smartphone
Ability to transfer chats to other agents
Agent’s picture is shown in the live chatbox
Customizable chatbox. Add a company logo, change the colors of the chatbox
All chats are saved in chat history
Dedicated storage system for all offline messages
Create unlimited agents to handle live chats and calls
Customizable offline message form
Supports animations in the chatbox
Ability to choose whether you want to accept or decline a chat

3CX

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

Sample Customers

Information Not Available

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Unified Communications

April 2025

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Find out what your peers are saying about Cisco, 3CX, Kamailio and others in Unified Communications. Updated: April 2025.

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