[CLSTR]
< Back to situations

Monitor this situation.

[SITUATION] · [ACTIVE] · [TECHNOLOGY]

2 clusters · 3 sources · 12 days · First seen · Last updated

3CX telephony AI and reporting integration

Overview

3CX has expanded its telephony capabilities by introducing advanced reporting and artificial intelligence integrations.

Initially, the company provided contact center reporting tools designed to monitor operational metrics such as queue performance, Service Level Agreements (SLA), agent availability, and call details. These tools allow administrators to filter data by time, department, and call status to track performance trends.

Subsequently, 3CX introduced the ability to integrate AI voice providers directly into call flows. Through ready-to-use call script examples, administrators can utilize OpenAI Realtime, Google Gemini Live, and xAI Grok. These AI agents operate within the active call flow, leveraging PBX data to manage tasks such as routing, directory access, transfers, and voicemail.

Entities

3CX · Google · OpenAI · xAI

Timeline

  1. [TECHNOLOGY] 2 sources
    3CX integrates OpenAI, Gemini, and Grok for AI voice agents

    3CX now offers call scripts to integrate OpenAI Realtime, Google Gemini Live, and xAI Grok into existing call flows, enabling AI voice agents to manage routing and PBX functions.

  2. [TECHNOLOGY] 2 sources
    3CX provides contact center reporting from standard metrics to AI

    3CX offers various contact center reporting tools, ranging from standard metrics to AI-driven insights, to help businesses monitor queues, agent performance, and SLA compliance.

Sources

3cx.com.br · 3cx.fr · 3cx.it