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).

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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

"3CX technical support is top notch and the best of any vendor I've encountered so far."

"We have multiple branches countrywide and we all connect to one seamless system for all our communication needs."

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

"3CX has strong reporting and management features; you can manage the capabilities of a call center with queues and timers, and it is a complete solution."

"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."

"I can, to date, not find any system that gets even close to the feature richness and low cost of 3CX."

"Prior to using this solution, there were difficulties with communication between the client and the distributor and our sales team and marketing team, which were improved after deployment because we integrated this voice solution with the video solution and allowed our distributors, clients, and customers to log in to our portal to directly interact with our salespersons."

"It is simple to provision, yet has great features."

More 3CX Live Chat pros

"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."

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

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

"Allows us to work interactively through different locations."

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

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

Cons

"iPhone users found it difficult to use the mobile application when working offsite."

"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."

"The support team can appear to be condescending."

"I would like to see is for the status to have a “time in status” field so people can see how long someone has been in that particular status."

"It is not supported by Linux versions. This product is also not open source, which is not much appreciated by the guys like me, who love experimenting with the codes of any product they receive."

"It would be great if the web meeting functionality could be extended to enable users to call standards-based video conferencing systems."

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

"There's some complexity in interfacing with external devices."

More 3CX Live Chat cons

"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."

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

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

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

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

Pricing and Cost Advice

"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."

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

"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."

"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."

"We used a yearly license depending on the customer's requirements, and the customers did not complain about the pricing."

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 23% of the time

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Compared 16% of the time

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Compared 14% of the time

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Compared 14% of the time

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Compared 7% of the time

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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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