# 3CX vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that 3CX excels in **ease of use** , with many users appreciating its intuitive interface and straightforward setup process. One user highlighted how easy it was to transform their outdated phone system into a modern, cloud-ready platform, allowing seamless communication from any device.
- **Users say** that ServiceNow Customer Service Management shines in **centralizing customer support operations**. Reviewers commend its ability to manage cases and automate workflows effectively, which enhances communication between support teams and customers, making it a robust choice for larger enterprises.
- **According to verified reviews** , 3CX offers a unique advantage with its **self-hosting capability** , allowing businesses to maintain control over their communication systems while enjoying good performance. This flexibility is a significant draw for users looking for cost-effective solutions.
- **Reviewers mention** that ServiceNow's **Advanced Work Assignment** feature is a game-changer for team efficiency, enabling better task distribution and workflow management. Users recommend sticking to the out-of-the-box functionality to avoid bugs and ensure smooth operation.
- **G2 reviewers highlight** that while both platforms have similar star ratings, 3CX has a slight edge in **customer support quality** , with users rating it positively for responsiveness and helpfulness, which is crucial for businesses relying on timely assistance.
- **Users express mixed feelings** about the customization options in ServiceNow, noting that while it offers some flexibility, it may not be as user-friendly as 3CX's customization features, which users find easier to navigate and implement according to their specific needs.



| | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 547 | 478 | 
| **Largest Market Segment** | Mid-Market (54.9% of reviews) | Enterprise (53.4% of reviews) | 
| **Entry Level Price** | Free 10 Users | No pricing available | 

---
## Top Pros & Cons

### 3CX

Pros:
- Ease of Use (42 reviews)
- Reliability (31 reviews)

Cons:
- Complex Processes (11 reviews)
- Difficult Configuration (10 reviews)

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (367 reviews) | 8.7 (227 reviews) | 
  | **Ease of Use** | 9.0 (375 reviews) | 8.5 (342 reviews) | 
  | **Ease of Setup** | 8.8 (255 reviews) | 8.0 (207 reviews) | 
  | **Ease of Admin** | 9.0 (238 reviews) | 8.4 (89 reviews) | 
  | **Quality of Support** | 7.9 (334 reviews) | 8.4 (279 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (228 reviews) | 8.5 (91 reviews) | 
  | **Product Direction (% positive)** | 8.4 (367 reviews) | 9.1 (223 reviews) | 

---
## Pricing

### 3CX

#### Entry-Level Pricing

Plan: 3CX SMB

Price: Free 10 Users

Description: Free for up to 10 users.

Key Features:
- Next-gen phone system
- Bring your own SIP Trunk
- WFH: remote-enable teams

[Browse all 3 editions](https://www.g2.com/products/3cx/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.2/10 | 113 |

#### Ticket and Case Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.4 (70 reviews) | 
| **SLA Management** | Not enough data | 8.7 (72 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.8 (68 reviews) ✓ Verified | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (37 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (28 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (27 reviews) | 

#### Communication Channels

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.7 (69 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.2 (62 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.8 (56 reviews) ✓ Verified | 

#### Platform

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (61 reviews) ✓ Verified | 
| **Customization ** | 8.9 (43 reviews) | 8.3 (70 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.7 (74 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.5 (72 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.7 (72 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 8.2/10 | 303 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | 9.4 (142 reviews) ✓ Verified | Not enough data | 
| **Social** | Feature Not Available | Not enough data | 
| **Web Chat** | 8.6 (94 reviews) ✓ Verified | Not enough data | 
| **Mobile SMS** | 7.3 (71 reviews) | Not enough data | 
| **Email** | Feature Not Available | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | 6.9 (23 reviews) | Not enough data | 

#### Functions

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | 8.9 (181 reviews) ✓ Verified | Not enough data | 
| **Session Queuing** | 8.9 (185 reviews) ✓ Verified | Not enough data | 
| **Concurrent Calling** | 8.9 (184 reviews) ✓ Verified | Not enough data | 
| **Speech Analytics** | Feature Not Available | Not enough data | 
| **Auto Dialer** | 8.2 (93 reviews) | Not enough data | 
| **IVR** | 9.1 (117 reviews) | Not enough data | 
| **Inbound Screen Pop** | 8.8 (98 reviews) | Not enough data | 
| **Persistent Data** | 8.4 (95 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Contact Center

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.3 (13 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (18 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (12 reviews) | Not enough data | 
| **Proactive Assistance** | 6.9 (12 reviews) | Not enough data | 

#### Administrative

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | 8.3 (149 reviews) ✓ Verified | Not enough data | 
| **Administrator Access** | 9.0 (179 reviews) ✓ Verified | Not enough data | 
| **Reporting & Dashboards** | 8.4 (185 reviews) ✓ Verified | Not enough data | 
| **Session Recording** | 9.0 (114 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 8.3 (103 reviews) ✓ Verified | Not enough data | 

### Video Conferencing

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 9.0/10 | 145 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Collaboration Tools

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Screen Sharing** | 8.8 (68 reviews) ✓ Verified | Not enough data | 
| **Presentations** | 9.1 (37 reviews) ✓ Verified | Not enough data | 
| **Whiteboarding** | 9.0 (33 reviews) | Not enough data | 
| **Live Chat** | 9.2 (39 reviews) ✓ Verified | Not enough data | 
| **Hand Raising** | 8.5 (34 reviews) ✓ Verified | Not enough data | 

#### Meeting Coordination

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Scheduling** | 8.4 (71 reviews) ✓ Verified | Not enough data | 
| **Recording** | 9.1 (67 reviews) ✓ Verified | Not enough data | 
| **Participant Permissions** | 9.2 (69 reviews) ✓ Verified | Not enough data | 
| **One-Click Join** | 8.9 (41 reviews) ✓ Verified | Not enough data | 

#### Software Type

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile** | 9.0 (83 reviews) ✓ Verified | Not enough data | 
| **Browser Application** | 9.3 (46 reviews) ✓ Verified | Not enough data | 
| **Desktop Application** | 9.2 (44 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Video Conferencing

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |

#### Workforce Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.2 (26 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.2 (25 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.5 (26 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (27 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 8.0 (24 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |

#### Conversational Platform

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.7 (9 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (8 reviews) | 

#### Support Automation

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 8.7/10 | 54 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Platform

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Omnichannel** | 7.7 (40 reviews) | Not enough data | 
| **Mobile Access** | 8.9 (48 reviews) | Not enough data | 
| **Queue Management** | 9.1 (46 reviews) | Not enough data | 
| **Call Routing** | 8.8 (49 reviews) | Not enough data | 
| **Call Back** | 8.9 (47 reviews) | Not enough data | 
| **IVR** | 9.2 (42 reviews) | Not enough data | 
| **Automatic Call Distribution** | 9.1 (46 reviews) | Not enough data | 

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | 6.8 (14 reviews) | Not enough data | 

#### Workforce Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Call Monitoring** | 9.2 (48 reviews) | Not enough data | 
| **Performance Evaluation** | 8.7 (47 reviews) | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Call Recording** | 9.1 (49 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.5 (48 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.4/10 | 134 |

#### Customer Support

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 8.9 (37 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.7 (30 reviews) | 

#### Automation

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (48 reviews) | 
| **Customization** | Not enough data | 7.4 (60 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (31 reviews) | 

#### Artificial Intelligence

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (21 reviews) | 
| **Language** | Not enough data | 8.5 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 8.5/10 | 57 |
| **ServiceNow Customer Service Management** | 8.5/10 | 83 |

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 6.3 (10 reviews) | 8.5 (10 reviews) | 
| **AI Text Summarization** | 7.2 (9 reviews) | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | 7.4 (9 reviews) | 8.5 (9 reviews) | 

#### Communication

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | 9.3 (37 reviews) | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | 9.3 (38 reviews) | 8.8 (26 reviews) ✓ Verified | 
| **Targeted Emails** | Feature Not Available | 8.5 (26 reviews) | 
| **In-App Messaging** | 9.3 (37 reviews) | 8.3 (25 reviews) | 
| **Co-Browsing** | Feature Not Available | 8.2 (25 reviews) | 

####  Internal Use

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 8.9 (43 reviews) | 8.3 (70 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.9 (37 reviews) | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | Feature Not Available | 8.4 (23 reviews) | 
| **Knowledge Base** | Feature Not Available | 8.9 (27 reviews) | 
| **Team Inbox ** | 8.9 (36 reviews) | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | 9.0 (34 reviews) | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (50 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (45 reviews) | 
| **Community Forums** | Not enough data | 7.6 (44 reviews) | 
| **Mobile Optimization** | Not enough data | 6.7 (42 reviews) | 
| **Personalization** | Not enough data | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (47 reviews) | 
| **Automation** | Not enough data | 8.1 (46 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (44 reviews) | 
| **Integrations** | Not enough data | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (17 reviews) | 
| **Cross-system Integration** | Not enough data | 7.5 (17 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.7 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (17 reviews) | 
| **Decision Making** | Not enough data | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | Not enough data | Feature Not Available | 
| **Tickets** | Not enough data | 9.3 (9 reviews) | 
| **Macros** | Not enough data | 7.2 (6 reviews) | 

#### Channels

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | Not enough data | 9.3 (7 reviews) | 
| **Social** | Not enough data | 7.8 (6 reviews) | 
| **Live Chat** | Not enough data | 7.5 (6 reviews) | 
| **Phone** | Not enough data | 7.2 (6 reviews) | 
| **Text** | Not enough data | 7.6 (7 reviews) | 

#### Insight

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | Not enough data | 7.1 (7 reviews) | 
| **Reporting** | Not enough data | 6.7 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **3CX** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Cloud PBX Platforms

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 8.7/10 | 28 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Basic Communication - Cloud PBX

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Call Management** | 9.7 (25 reviews) | Not enough data | 
| **Communication Management** | 8.9 (21 reviews) | Not enough data | 
| **Scalability** | 9.7 (21 reviews) | Not enough data | 
| **Integrations** | 8.4 (23 reviews) | Not enough data | 
| **Mobile Accessibility** | 9.6 (23 reviews) | Not enough data | 
| **Accessibility** | 9.8 (23 reviews) | Not enough data | 

#### Advanced Features - Cloud PBX

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Security and Compliance** | 8.5 (20 reviews) | Not enough data | 
| **Analytics and Reporting** | 7.7 (22 reviews) | Not enough data | 
| **Support and Reliability** | 8.0 (22 reviews) | Not enough data | 
| **Automated attendant** | 7.1 (22 reviews) | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 8.5/10 | 281 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 9.4 (21 reviews) | Not enough data | 
| **Call Management** | 9.6 (19 reviews) | Not enough data | 
| **Network monitoring** | 8.4 (19 reviews) | Not enough data | 
| **Integrations** | 9.0 (19 reviews) | Not enough data | 
| **Virtual PBX** | 9.1 (19 reviews) | Not enough data | 
| **SIP trunking services** | 9.3 (19 reviews) | Not enough data | 

#### Basic Communication

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Phone Calls** | 9.5 (194 reviews) ✓ Verified | Not enough data | 
| **Video Calls** | 8.4 (134 reviews) ✓ Verified | Not enough data | 
| **Instant Messaging** | 8.3 (133 reviews) ✓ Verified | Not enough data | 
| **Screen Sharing** | 8.2 (118 reviews) ✓ Verified | Not enough data | 
| **Conference Calls** | 8.8 (175 reviews) ✓ Verified | Not enough data | 
| **Desk-to-Desk Calls** | 9.4 (187 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.1 (9 reviews) | Not enough data | 
| **Cross-system Integration** | 7.7 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 6.9 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 6.9 (8 reviews) | Not enough data | 

#### Access

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Software Pairing** | 8.4 (117 reviews) ✓ Verified | Not enough data | 
| **Browser Extension** | 8.5 (155 reviews) ✓ Verified | Not enough data | 
| **Individual Download** | 8.4 (164 reviews) ✓ Verified | Not enough data | 

#### Advanced Features

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Hold Music** | 8.6 (174 reviews) ✓ Verified | Not enough data | 
| **Automated Attendants** | 9.0 (162 reviews) ✓ Verified | Not enough data | 
| **VOiP Number** | Feature Not Available | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **3CX** | 9.2/10 | 74 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Tenancy Flexibility** | Feature Not Available | Not enough data | 
| **Native VoIP** | 9.7 (24 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.0 (22 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Voicemail to Email** | 9.4 (24 reviews) ✓ Verified | Not enough data | 
| **Voicemail to SMS** | Feature Not Available | Not enough data | 
| **File Sharing** | 8.7 (18 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.4 (28 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.6 (27 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

---
## Categories
**Shared Categories (2):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to 3CX (5):** [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Video Conferencing Software](https://www.g2.com/categories/video-conferencing), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Cloud PBX Platforms Software](https://www.g2.com/categories/cloud-pbx-platforms)

**Unique to ServiceNow Customer Service Management (12):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | 3CX | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 36.3% | 12.2% | 
| **Mid-Market** | 54.9% | 34.5% | 
| **Enterprise** | 8.8% | 53.4% | 

### By Industry

#### 3CX

- **Information Technology and Services:** 10.8%
- **Hospital & Health Care:** 5.4%
- **Education Management:** 5.2%
- **Telecommunications:** 4.9%
- **Construction:** 4.2%
- **Computer Software:** 4.0%
- **Financial Services:** 4.0%
- **Computer & Network Security:** 3.7%
- **E-Learning:** 3.5%
- **Insurance:** 3.0%
- **Other:** 51.3%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.8%
- **Telecommunications:** 4.9%
- **Financial Services:** 4.9%
- **Computer Software:** 4.1%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.3%
- **Computer & Network Security:** 3.0%
- **Banking:** 2.7%
- **Retail:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 34.1%

---
## Alternatives

### Alternatives to 3CX

- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3587 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1415 reviews)
- [Webex Calling](https://www.g2.com/products/webex-calling/reviews) — 4.5/5 stars (635 reviews)
- [Yeastar P-Series PBX System](https://www.g2.com/products/yeastar-p-series-pbx-system/reviews) — 4.8/5 stars (81 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4199 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1627 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews)
- [Vonage Business Communications](https://www.g2.com/products/vonage-business-communications/reviews) — 4.3/5 stars (504 reviews)
- [Mitel](https://www.g2.com/products/mitel/reviews) — 3.8/5 stars (235 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6998 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7783 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3888 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

---
## Top Discussions

### 3CX

- Title: [How do I integrate 3CX to my CRM](https://www.g2.com/discussions/how-do-i-integrate-3cx-to-my-crm) — 2 comments, 1 upvote
  > **Top comment:** "In order to do this there are 2 things you need to do:
1) Make sure you are using either the 3CX WebClient or 3CX Desktop App to make calls
2) Use either..."
- Title: [Getting STUN setup for remote employees has been a challenge during this COVID-19 pandemic.](https://www.g2.com/discussions/25993-getting-stun-setup-for-remote-employees-has-been-a-challenge-during-this-covid-19-pandemic) — 2 comments, 1 upvote
  > **Top comment:** "Hello Tim,

Thank you for your question. As this is a technical issue, I would advise you to open a support ticket with our team, which is available for..."
- Title: [What is 3CX used for?](https://www.g2.com/discussions/what-is-3cx-used-for) — 1 comment, 1 upvote
  > **Top comment:** "Business communication system primarily used for VoIP Phone System"
- Title: [Arabic Support !?](https://www.g2.com/discussions/arabic-support) — 1 comment, 1 upvote
  > **Top comment:** "I am not sure if they support in arabic language but the language has issues in 3cx as it is written from right to left."
- Title: [Teams integration](https://www.g2.com/discussions/34346-teams-integration) — 1 comment, 1 upvote
  > **Top comment:** "www.ring2teams.com/3cx

Let me know if you would like a free trial 

luke@exceltelecom.co.uk"

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/3cx-vs-servicenow-customer-service-management)