Existing ENT+ licences will move automatically to AI Edition in January 2027, preserving their remaining value while opening the door to more flexible transcription and AI capabilities.

Technology moves forward, and so does 3CX. As AI continues to evolve, businesses have more options than ever to manage call transcription, automate customer interactions and improve their communications.

Earlier this year, we announced the retirement of ENT+ as part of our move towards a simpler licence structure built around Basic, PRO and AI Editions. In January 2027, remaining commercial ENT+ licences will automatically move to AI Edition. Customers will retain the value of their existing subscriptions through additional licence time. Where Hosted by 3CX is active, hosting will be extended accordingly at no additional cost.

The change also marks the retirement of our legacy cloud transcription service. While this requires some preparation, it creates opportunities for greater flexibility, more control over costs and access to newer AI technology.

Why We're Moving Beyond Legacy Cloud Transcription

ENT+ combined the capabilities of AI Edition with bundled cloud transcription minutes processed by 3CX. It offered a convenient way to transcribe calls without additional infrastructure. However, AI technology has advanced considerably. Providers such as OpenAI, Google and xAI Grok now offer powerful transcription capabilities. The 3CX AI Server also allows organisations to run AI on their own infrastructure.

Maintaining a separate 3CX cloud transcription service no longer offers the same advantages. By moving towards newer solutions, we can focus development on capabilities that deliver greater value to customers. Transcription isn't going away. What's changing is how you access it.

Instead of relying on a fixed bundle of minutes, customers can choose the solution that best matches their requirements, usage and budget. The free legacy cloud voicemail transcription service included with PRO Edition will also be retired in January 2027. Customers using this service should prepare an alternative.

Keep Your Licence Value and Gain More Flexibility

We understand that changes to an existing service require some adjustment. That's why we're making the transition automatic and ensuring that customers retain the remaining value of their ENT+ subscriptions.

How the Licence Conversion Works

In January 2027, existing ENT+ licences will convert to the equivalent AI Edition licence size. The remaining subscription value will be calculated using the latest ENT+ and current AI Edition list prices. The difference will be converted into additional AI Edition licence time, rounded up to a full month.

For example, if the remaining value represents approximately 50 days of AI Edition, the licence will be extended by two months. Customers with an active Hosted by 3CX subscription will receive a corresponding hosting extension at no additional cost. This keeps both expiry dates aligned.

There is no additional charge for the licence conversion, and customers retain the remaining value they have already paid for.

More Control Over Transcription Costs

Moving away from bundled cloud transcription also creates an opportunity to review how transcription is used and what it costs. With AI Edition, businesses can choose an external AI provider or deploy the 3CX AI Server on their own infrastructure. Depending on call volumes, provider pricing and infrastructure requirements, these options may be more cost-effective than the previous bundled model.

Businesses can select a solution based on their actual needs rather than a predefined allocation of transcription minutes. For organisations with suitable existing infrastructure, self-hosted AI may offer further opportunities to manage long-term operating costs.

The result is greater choice over technology, deployment and spending.

From Transcription to New AI Opportunities

There's another benefit to making this transition. Setting up an AI provider or deploying the 3CX AI Server is not just about replacing transcription. It can also be a first step towards using more advanced AI capabilities within 3CX.

AI Edition continues to evolve with features designed to help businesses manage communications more intelligently.

These include:

  • AI Agents to automate customer interactions and handle routine enquiries.
  • Personal Assistants as gatekeepers for busy executives
  • Call summaries and analysis to turn conversations into useful business information.
  • New AI integrations to connect communications with external AI services and business applications.

These capabilities have their own configuration and availability requirements. However, AI Edition provides a foundation for exploring them. For businesses already considering AI, this is an opportunity to look beyond transcription. AI can help improve customer service, reduce repetitive work and support employees.

What begins as a change to transcription can become a step towards a more intelligent communications system.

Prepare for the January 2027 Transition

The licence conversion requires no action. 3CX will automatically migrate remaining ENT+ licences to AI Edition and apply the appropriate extension. However, customers currently using 3CX cloud transcription for call recordings or voicemail should configure an alternative before January 2027 to avoid interruptions.

Choose Your Transcription Solution

Available options include:

  • 3CX AI Server – Run AI transcription on your own infrastructure, supported from 8SC AI Edition with Update 10.
  • OpenAI – Use OpenAI's cloud-based transcription services.
  • Google – Connect to Google's supported speech recognition services.
  • xAI Grok – Configure transcription using xAI's supported services.

Review your current transcription requirements, select a suitable alternative and complete the configuration before the existing service is retired.

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