3CX is a phone system usually hosted in the cloud that offers a range of features including instant messaging, voicemail and presence management which improve business productivity, save time, and drive efficiency.
3CX features
3CX’s customisable features mean you can adapt the system to your business needs whether in the office or working from home, the features below are extremely helpful when communicating and collaborating with staff members, customers, and partners.
Web Client
The 3CX web client is a browser-based dashboard that combines all call and communication features into one. It has complete telephony functionality and has access to chat, audio and video calls, conferencing, IP phones and file transfers. It is your communications hub that allows you to communicate, connect and collaborate with colleagues, partners, and customers from your browser.
SIP Calling
Telephone calls are routed via SIP trunks to the system and handsets also connect using SIP.
Recording
3CX allows you to record audio and video calls, meetings, and conferences. This is a great feature for sales and support teams, to catch any missed details of the call and for training purposes.
Transfer
3CX allows you to easily forward or transfer a call by typing in a person’s name or extension number. This can be done in a simple one-on-one call or organised and controlled via the 3CX Switchboard.
Queues
3CX handles queues easily and efficiently. This is a great feature to have for any business, but especially if you run a call centre or if your business takes a large volume of. A call queue holds incoming calls to be answered in turn when a team member becomes. It improves customer experience and reduces the number of missed calls and opportunities.
Chat
Chat or instant messaging has quickly become a popular way of communicating with colleagues, customers, or website visitors. 3CX’s chat feature allows you to set up group conversations, team channels or one-on-one chats to send messages instantly and securely.
Video
3CX provides reliable, high-quality video calling directly from your browser. 3CX’s Web Meeting is invaluable, teams who rely on video presentations and meetings. With hardly any setup, you can easily start meetings, presentations, webinars, and training, all linked within the phone system. Once you’re in a video call, you can easily switch to voice with a click of a button and without any complicated scheduling. Within this meeting, you can also share documents, chat with participants, create polls and present on a whiteboard.
CRM integration
Selected CRM systems can integrate with 3CX so users can make and log calls and keep track of interactions and records from all channels. Popular CRMs like HubSpot, Microsoft Dynamics, Salesforce and Zendesk can be integrated server-side with no plugins or manual configuration.
LiveChat
3CX can combine web site Livechat with your phone system, so you can turn a casual conversation into a voice or video call with a click of a button. This helps customers have their questions answered quickly and find what they’re looking for, hopefully resulting in new leads and sales.
iOS & Android apps
Having 3CX on your phone allows you to chat to colleagues and clients remotely or on the move. The 3CX softphone app allows users to make and receive calls so you and your team can use your business number while away from the office. Available on android and IOS.
Call Flow Designer
The Call Flow Designer helps you customise and organise how incoming calls are handled, which can be as simple or as intricate as you like. You can create these complex calls flows without programming or scripting and you can route calls based on the day, customer input or implement a voice payment gateway.
Call Whisper & Silent Monitoring
The Call Whisper and Silent Monitoring features means you can check on the progress, quality and performance of each team member making and taking calls. Managers can listen to a sales or support call in progress and whisper suggestions to their colleagues without the customer hearing. You can monitor calls, evaluate what your team is doing well and what they could improve on.
Switchboard
The 3CX Switchboard makes it easy to manage incoming and outgoing calls. It’s a powerful and user-friendly tool that gives you an overall view of calling and queuing activity. You can answer calls, transfer calls, barge in, whisper to a colleague, monitor statuses and view live calling statistics, all in one convenient place.
Real time status
The 3CX Web Client allows you to see the availability and status of any employee such as ‘Available’, ‘Away’, ‘Do Not Disturb’ or ‘Lunch’ so you can easily assist callers in their absence.
To discover how 3CX can help your business contact Plum Communications.