3CX is launching its own transcription and analysis engine — 3CX AI — to make these features available at a controlled cost.

Existing solutions are expensive (hundreds of dollars per month for large installs) and analysis is limited to a basic 1–5 sentiment score for the whole call. 3CX uses fine-tuned open-source models on a dedicated GPU cluster for cheaper processing and far deeper analysis.

What the engine generates

  • Customer sentiment
  • Agent efficiency and empathy
  • Content analysis: Q&A, follow-ups, products mentioned, topics, resolution insights
  • Call analysis: type, intent, participants, urgency
  • Actionable follow-up suggestions

These metrics are embedded in existing reports: call log, per-extension statistics, ring groups, and answered calls by wait time. Three transcription providers are available — Google, native 3CX and OpenAI Whisper — with voicemail transcription in the PRO edition and full call analytics in the AI (Enterprise) edition.

Source : https://www.3cx.com/blog/releases/ai-analytics-u4alpha/