Update 10 brings a more personal touch to every call, with per-department Music on Hold. First impressions are everything in business, and that includes the audio your customers hear when they're waiting to connect. Introduced in Version 20 Update 10, the new Department Music on Hold feature is a great addition for businesses helping their communication align to their needs at [...]
Updated training and multi-choice certifications for the latest 3CX features. 3CX Academy has been refreshed with updated training material, new academy pages and a new multi-choice certification process. It is now live and ready to use! The new academy covers the latest information on 3CX, including AI, transcription, call handling, system administration and other key product [...]
Connect your AI client to 3CX to query PBX data, generate reports and perform permitted actions. The introduction of the 3CX MCP Server marks a major leap forward in AI-driven unified communications management. By pairing conversational AI with precise, role-based controls, 3CX gives administrators a faster and smarter way to oversee their PBX environment. The 3CX MCP Server co [...]
Optimization strategies for effective deployment of the 3CX Customer Service AI agent. The 3CX Customer Service AI Agent in V20 Update 10 can answer routine questions, collect information, guide callers through basic troubleshooting and hand calls to a human when needed. Where you place the AI Agent in your call flow will depend on the type of support you want it to handle. It [...]
Update 10 makes AI call summaries more useful by adding notes and action items. A call summary should tell you more than just what was said. With V20 Update 10, 3CX AI call summaries now include Notes and Action Items alongside the existing summary. This gives support, sales and other teams a clearer view of the call outcome, important context and what needs to happen next. No [...]
Use prompts, live PBX context and role-based actions to guide every conversation. 3CX AI Agents can do more than answer questions. With agentic tools, they can use live PBX information and take supported actions during a conversation. This means an AI Agent can understand what a caller needs, find the right destination, search a Knowledge Source, or complete a supported handoff [...]
Use AI during calls, after calls, in your own infrastructure or to manage your PBX. 3CX V20 gives businesses several ways to use AI, depending on what they need to achieve. You can transcribe and summarise completed calls, use AI Agents during live conversations, keep transcription processing inside your own infrastructure or connect an AI tool to manage and query your PBX. Eac [...]
Handle routine support questions before handing over to a human. The new 3CX AI Customer Service Agent goes beyond call routing. Unlike an AI Receptionist, which mainly directs callers to the right destination, the Customer Service Agent can listen to the issue, search your available knowledge sources and provide a useful answer before deciding whether a human agent is needed. [...]
Choosing the right transcription option for your business. With the release of the standalone 3CX AI Server in V20 Update 10, partners and customers now have more choice over how call transcriptions, summaries and sentiment analysis are processed. You can either continue using third-party cloud APIs - such as Grok, Google Cloud STT, or OpenAI Whisper - which are simple to set u [...]
Sign in with Google or Microsoft 365, pick the number you call from and navigate a cleaner interface. 3CX Softphone V5.8 BETA makes it easier to sign in and gives users more control when placing outbound calls. The update also reorganises the Settings so labels are easier to read. Admins can control whether users may select an outbound number. Read on to learn more. Sign In wit [...]
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