3CX's strategy is to create and develop a communication system for the business of the future. 3CX evolves into a multi-functional communications system. Now a phone call is no longer a priority method of communication with business. Customers ask questions in the chat widget on the website, on the company's Facebook page and via SMS. It is inconvenient for clients or employees to use traditional, disparate communication methods.
Staying connected through multiple channels at once is rather inconvenient. Consolidated reporting of customer communications is almost impossible. In addition, the company must purchase different software or hardware for each communication channel.
From the client's point of view, disparate communication channels are inconvenient, because he communicates with different employees every time. Often a chat on a website or in a messenger needs to be switched to voice mode in order to clarify the details. But the transfer of a client to a call center, to other operators, often confuses and leads away from the purchase, or simply delays the solution of the issue, not to mention the fact that in today's competition, a business must fight for the quality of service and the loyalty of each customer.
3CX v18 is the business communications system of the future that connects business and customers through one efficient, simple and affordable solution. Communication within the company is still important, but loyal customers are the key to employee success.
Let's talk about what's new in 3CX v18 Alpha.
3CX core v18
The 3CX developers have significantly improved the core of the system: now the platform is optimized for the new OS, which will be included in the 3CX ISO image. For this, several important improvements have been made regarding compatibility and reliability:
- 3CX ISO is now based on Debian 10 (Buster);
- v16 systems will be seamlessly upgraded to Debian 10;
- 3CX Tunnel Media server: 20%, , ( Alpha- );
- SDP (Renegotiation): , , , , / ;
- IPv6 DNS (AAAA);
- ;
- Gateway Service, ( REST API 3CX).
SSO (Single Sign On) in the 3CX web client and management interface.
Caller ID in E164 format - all Caller IDs can now be converted to a single E164 format.
Audit Log - logging of changes in the system configuration (what, when and by whom).
DNS Helper Service - Eliminates the need to separately specify local and public IP addresses. This simplifies the connection to the system, since it does not require different configuration of the web client and mobile applications to work in the local network / remotely. At the same time, this service simplifies the transfer of the system to the cloud.
Remote installation of IP-PBX or SBC on Raspberry PI devices. Now you can send a clean device to the client and initialize it remotely. Also, you don't need a keyboard and monitor to set up 3CX.
Call center capabilities
In line with 3CX's vision for the future of business communications, the company is working hard to improve Live Chat for posting on websites, as well as integration with instant messengers.
Improved Live Chat widget: various topics, optimization of the algorithm for collecting customer contact information (name and e-mail), different display modes on the site, increased customization of the widget. Also implemented support for Google RCS (SMS 2.0).
Integrated Webmeeting portal
The Webmeeting video conferencing portal will be integrated with the 3CX system:
- all conference information is now stored locally and completely confidential;
- unification of click2call and click2meet URLs;
- in the future it will be possible to use public or proprietary MCUs;
- improved service of a voice call to the conference.
Built-in technical support
3CX will include a new support interface that will allow you to quickly resolve customer issues. Operators will be able to open support requests during a call or chat. The system can work with the partner's e-mail support service to effectively track and resolve user requests. To service 3CX, a separate helpdesk system is no longer required - the partner saves on licenses and training.
Implementation of wishes from the 3CX Ideas Forum
Top 10 wishes of 3CX users did not go unnoticed!
Already implemented in 3CX Alpha:
- the ability to skip the voicemail greeting;
- calling an employee by name or surname (previously it was only by surname);
- import of employee photos from Office 365;
- hiding service numbers (IVR, etc.) from the 3CX address book.
Planned in release or Update 1/2:
- scheduling recurring audio conferences on a schedule;
- report - a log of the number of simultaneous calls to IP-PBX for planning a license;
- scheduling conferences from the Outlook plug-in;
- indication of working / non-working hours of IP-PBX in the 3CX application or Chrome extension.
New features discussed:
- several address books for different departments of the company;
- more detailed delegation of access rights to the system.
Detailed changelog