The Quick Answer
Gamma Horizon is a solid 'set-and-forget' hosted solution ideal for businesses wanting a fully managed service. It operates on a traditional rental model where everything—infrastructure, maintenance, and support—is handled by Gamma. 3CX offers significantly more control and lower long-term costs for businesses with internal IT resources or those using a Managed Service Provider (MSP). The choice fundamentally comes down to whether you value convenience over flexibility and long-term cost savings.
Key differentiators at a glance:
- Deployment model: Gamma Horizon is strictly hosted on Gamma's infrastructure; 3CX can be deployed on-premise, in private cloud, or hosted
- Contract flexibility: Gamma typically requires 3-5 year commitments; 3CX operates on annual licensing
- Hardware freedom: Gamma restricts handset choices; 3CX supports bring-your-own-device (BYOD) policies
- Cost structure: Gamma charges per-user monthly fees; 3CX uses flat annual licensing plus your choice of SIP trunk provider
- Scalability: Both scale well, but 3CX offers more granular control over costs as you grow
Core Architecture Differences
Understanding the fundamental architecture of each platform is essential before evaluating features or pricing. These systems represent two distinct philosophies in business telephony.
Gamma Horizon: The Hosted Approach
Gamma Horizon operates on a traditional hosted PBX model, built upon Broadsoft (now Cisco BroadWorks) technology:
- Infrastructure ownership: Gamma owns and maintains all server hardware, networking equipment, and redundancy systems
- Multi-tenancy: Your organisation shares resources with other Gamma customers, though data remains segregated
- Fully managed: Software updates, security patches, and system maintenance are Gamma's responsibility
- Geographic hosting: Servers are located in Gamma's UK data centres, which aids GDPR compliance
- Fixed configuration: Limited ability to modify core system behaviour or integrate deeply with third-party applications
Practical implications:
- Zero capital expenditure on hardware
- No requirement for internal IT expertise in VoIP systems
- Faster initial deployment (typically 2-4 weeks including number porting)
- Dependency on Gamma for all configuration changes beyond basic admin functions
- Monthly costs continue indefinitely regardless of usage patterns
3CX: The Software-Based Approach
3CX is fundamentally a software PBX that decouples the telephone system from specific hardware or hosting providers:
- Deployment flexibility: Install on-premise (Windows or Linux), in private cloud (AWS, Google Cloud, Azure), or use 3CX's own hosting service
- Single-tenant architecture: Whether self-hosted or using 3CX hosting, your system runs as a dedicated instance
- Infrastructure control: You (or your MSP) control server specifications, redundancy configurations, and network integration
- Open standards: Built on SIP protocol, allowing integration with virtually any SIP-compliant device or service
- Extensive API access: Webhooks, REST APIs, and integrations for CRM systems, helpdesk software, and custom applications
Practical implications:
- Higher initial technical complexity for deployment planning
- Requires ongoing system administration (internal team or MSP engagement)
- Freedom to change SIP trunk providers for better call rates or service quality
- One-time annual licensing costs rather than perpetual monthly fees
- Complete control over upgrade schedules and system modifications
The UK Context: PSTN Switch Off Considerations
With the UK's PSTN network fully decommissioned as of January 2025, both platforms are now IP-only solutions:
- Gamma Horizon automatically handles the transition for existing customers, with no action required beyond ensuring adequate broadband connectivity
- 3CX deployments require explicit planning for SIP trunk provisioning and ensuring Quality of Service (QoS) configurations on network equipment
- Neither platform relies on legacy ISDN or analogue infrastructure, making both compliant with the digital-only telecommunications landscape post-switch-off
Feature Deep Dive
Whilst both systems provide core business telephony functions, the implementation details and advanced capabilities differ significantly.
Contract Length & Commercial Flexibility
Gamma Horizon contract terms:
- Standard contract duration: 3-5 years is typical for new deployments
- Early termination: Usually subject to paying remaining contract value or substantial penalty fees
- Price protection: Fixed pricing for contract duration protects against increases but also prevents benefiting from market price reductions
- Auto-renewal: Many contracts auto-renew for further fixed terms unless 90+ days' notice is provided
- Hardware ties: Handsets are often bundled into contracts, creating additional lock-in
3CX licensing approach:
- Annual licensing: Standard Professional and Enterprise editions renew yearly
- Perpetual option: Some resellers offer perpetual licences with optional annual maintenance
- No user commitments: Increase or decrease licence counts at renewal without penalty
- Hosting flexibility: Switch from self-hosted to hosted (or vice versa) without changing the core licence
- SIP trunk independence: Change trunk providers at any point without affecting the PBX licence
Real-world impact: A 50-user business locked into a 5-year Gamma contract faces challenges if the business shrinks and needs fewer seats (still pays for all 50), better pricing becomes available from competitors mid-contract, the business is acquired or relocates internationally, or technical requirements change (e.g., need for specific CRM integration). With 3CX's annual model, the same business reassesses needs yearly and adjusts accordingly.
Handset Compatibility & Hardware Freedom
Gamma Horizon handset policies:
- Approved devices list: Typically limited to 3-5 handset models (often Polycom, Yealink VVX series, or Gamma-branded devices)
- Zero-touch provisioning: Handsets auto-configure when connected, reducing IT burden
- Hardware rental: Option to include handsets in monthly per-user pricing
- Replacement process: Failed handsets replaced by Gamma (within warranty or rental agreement)
- Limited BYOD: Existing handsets rarely compatible unless they're already on Gamma's approved list
3CX handset compatibility:
- Extensive device support: Over 120 IP phone models officially supported, including:
- Yealink (T40 series through T54/58 executive models)
- Snom D-series (D120 budget through D785 touchscreen)
- Fanvil (X3U basic through X7A Android-based)
- Grandstream GXP and GRP series
- Poly (formerly Polycom) VVX and Edge E series
- BYOD encouragement: Existing SIP phones can usually be configured to work with 3CX
- Softphone flexibility: 3CX apps for Windows, macOS, iOS, Android, and web browsers all included in licence at no additional cost
- Procurement freedom: Purchase handsets from any supplier or electronics retailer rather than being tied to single-source pricing
Cost implications example: A Yealink T46S handset (mid-range professional model) through Gamma costs £180-£220 (bundled pricing) or £8-£12/month in rental agreements. On the open market for 3CX, the same handset costs £95-£130 when purchased directly from UK IT distributors. Over 50 handsets, this represents £4,250-£4,500 potential savings with 3CX's open approach.
Call Queues & Advanced Routing
Gamma Horizon call queue capabilities:
Basic included features:
- Standard queue with music-on-hold or announcements
- Skill-based routing (routes calls based on agent skillsets)
- Queue position announcements
- Overflow to voicemail or alternative number
Advanced features requiring add-ons:
- Horizon Contact: Gamma's contact centre module (£15-£25/agent/month additional)
- Premium call recording: Usually an extra fee beyond basic recording
- Wallboard displays: Real-time queue statistics require separate Horizon Contact subscription
- CRM screen-pop: Available but requires Horizon Contact licence tier
3CX call queue capabilities:
Included in Professional edition (typically £210-£280 for first year depending on reseller):
- Unlimited queues with sophisticated routing rules
- Skills-based routing with agent proficiency levels
- Real-time queue statistics dashboard (no additional cost)
- Call recording included (unlimited storage limited only by server capacity)
- Queue callbacks (customers can request callback rather than waiting)
- Time-of-day routing with holiday schedules
Enhanced in Enterprise edition:
- Advanced call flow designer (visual IVR builder)
- CRM integration templates for Salesforce, Microsoft Dynamics, Zendesk, Freshdesk (no additional licensing)
- Whisper coaching and call barging for supervisors
- Historical reporting and analytics dashboard
Typical Scenario Comparison
A 15-agent customer service team using Gamma Horizon:
- Base cost: 15 × £15/month = £225/month
- Horizon Contact for queue features: 15 × £20/month = £300/month
- Total: £525/month (£6,300/year)
Same team using 3CX Professional:
- 15 Simultaneous Call licence: £600-£850/year (reseller dependent)
- SIP trunk with 15 channels: ~£100-£150/month (£1,200-£1,800/year)
- Total: £1,800-£2,650/year
The 3CX approach saves approximately £3,650-£4,500 annually whilst providing equivalent or superior queue functionality.
Reporting & Analytics
Gamma Horizon reporting structure:
Standard reporting (included):
- Basic call logs showing date, time, duration, and cost
- Extension-level summaries (calls made/received per user)
- Simple export to CSV for external analysis
Advanced reporting (additional cost):
- Akixi analytics platform: Third-party reporting solution often bundled by Gamma at £3-£8/user/month
- Horizon Contact reporting: Comprehensive contact centre analytics included only with Horizon Contact subscription
- Custom reporting: Generally requires engaging Gamma's professional services team
3CX reporting capabilities:
Built-in reporting (all editions):
- Real-time dashboard showing active calls, queue status, extension status
- Historical call data records with extensive filtering options
- Extension, queue, trunk, and system-wide reports
- Export to CSV, PDF, or direct database queries
- Call recording access and playback through web interface
Professional/Enterprise additional reporting:
- Queue performance analytics (abandoned calls, average wait time, service level agreements)
- Agent productivity reports (talk time, wrap-up time, availability)
- Trunk utilisation and cost analysis
- Integration with external BI tools via ODBC connection to 3CX database
No additional per-user fees for accessing any reporting features—everything is included in the base licence.
Unified Communications Features
Gamma Horizon UC capabilities:
- Desktop client: Gamma Collaborate (rebranded UC-One) for Windows and macOS
- Mobile apps: iOS and Android applications for extension mobility
- Presence: See colleague availability status across desktop and mobile
- Chat: Basic instant messaging between Gamma Horizon users
- Video calling: Peer-to-peer video (not conferencing) between Gamma users
- Limitations: No integration with Microsoft Teams or Zoom; standalone ecosystem
3CX UC capabilities:
- Unified client: 3CX apps for Windows, macOS, Linux, iOS, Android, and web browser
- Presence management: Availability status synchronises across all devices
- Integrated chat: SMS-style messaging with message history and file sharing
- Video conferencing: Built-in video meetings for up to 250 participants (Professional edition) or unlimited (Enterprise)
- Screen sharing: Integrated into video conferences at no additional cost
- Microsoft 365 integration: Click-to-call from Outlook, presence synchronisation, Teams interoperability (Enterprise edition)
- CRM integration: Screen-pop and click-to-dial for major CRM platforms
- WebRTC: Answer calls directly in Chrome/Edge without installing software
The 3CX approach provides a more comprehensive unified communications platform without requiring additional subscriptions or modules.
Mobile & Remote Working
Gamma Horizon mobile strategy:
- Mobile app: Dedicated iOS/Android application extends desk phone to mobile device
- BYOD considerations: Uses data/Wi-Fi (not mobile minutes), but requires app installation and configuration
- Call routing: Mobile app rings simultaneously with desk phone or according to user-defined rules
- Limitation: Mobile client doesn't offer full feature parity with desktop (e.g., complex call handling or supervisor features may be restricted)
3CX mobile strategy:
- 3CX app: Full-featured iOS/Android application with complete PBX integration
- WebRTC mobility: Answer calls in mobile web browser without app installation
- SIP flexibility: Register any third-party SIP softphone if preferred
- Office anywhere: Mobile app provides identical feature set to desktop phone (queues, intercom, BLF monitoring)
- Push notifications: Incoming calls trigger push notifications even when app isn't active, preserving battery life
Post-pandemic reality: Both platforms adequately support remote working, but 3CX's unified approach (same app for chat, voice, video) reduces application sprawl compared to Gamma's separate tools.
Pricing Comparison
Understanding the total cost of ownership requires looking beyond the headline per-user pricing to include call costs, hardware, and long-term commitments.
Gamma Horizon Pricing Structure
Monthly per-user costs:
- Standard user: £10-£15/month (basic calling features, voicemail, call forwarding)
- Professional user: £15-£20/month (includes mobile app, advanced call handling)
- Horizon Contact agent: £30-£40/month (contact centre features, wallboards, advanced reporting)
Additional costs to consider:
- Calls: Included minutes vary by package (typically 1,000-3,000 minutes/user/month); additional calls at 1-3p/minute
- Number porting: One-off fees of £5-£15 per number when migrating from another provider
- Hardware: Desk phones at £120-£250 each (rental or purchase)
- Premium features: Fax-to-email (£5/month), call recording storage (£3-£8/user/month), additional auto-attendants (£10-£20/month)
- Support: Standard support included; priority or 24/7 support may incur additional fees
Typical 30-user deployment over 3 years:
30 users × £15/month × 36 months = £16,200
Handsets: 30 × £150 = £4,500
Setup and porting: ~£500
Total: £21,200 (£589/month average)
3CX Pricing Structure
Licensing costs (reseller dependent, but typical ranges):
| Edition |
8 SC |
16 SC |
32 SC |
64 SC |
128 SC |
| Standard |
£150-£200 |
£280-£360 |
£550-£700 |
£1,050-£1,350 |
£2,000-£2,550 |
| Professional |
£210-£280 |
£400-£520 |
£780-£1,000 |
£1,500-£1,900 |
£2,850-£3,600 |
| Enterprise |
£280-£370 |
£540-£700 |
£1,050-£1,350 |
£2,000-£2,550 |
£3,800-£4,850 |
SC = Simultaneous Calls. A general rule: SC needed ≈ 25-30% of total extensions (e.g., 60 extensions typically need 16-20 SC).
Note on pricing: 3CX uses a reseller network, so pricing varies based on the partner, bundled services (hosting, support, SIP trunks), and deployment type. Always obtain quotes from 2-3 resellers for comparison.
SIP trunk costs (monthly, per channel):
- Mainstream providers (Voip.co.uk, SureVoIP, Gradwell): £3-£6/channel/month + call charges (0.5-1.5p/min UK landlines)
- Premium providers (Gamma SIP, BT, Daisy): £5-£10/channel/month + similar call charges
- Budget providers (VoIPFone, VoIP Unlimited): £2-£4/channel/month
Typical 30-user deployment over 3 years:
3CX Professional 16SC licence (assuming 30 extensions, 16 channels adequate): £450/year × 3 years = £1,350
SIP trunk (16 channels at £4/month): £64/month × 36 months = £2,304
Hosting (if not on-premise): £35-£60/month × 36 months = £1,260-£2,160
Handsets: 30 × £110 = £3,300
Initial deployment/configuration: £500-£1,500 (if using MSP)
Total: £8,714-£10,614 (£242-£295/month average)
Cost Comparison Table
| Cost Component |
Gamma Horizon (3yr) |
3CX Professional (3yr) |
Difference |
| Platform fees |
£16,200 |
£1,350 |
3CX saves £14,850 |
| Call costs |
Included* |
£2,304 |
Gamma included* |
| Hosting |
Included |
£1,260-£2,160 |
Gamma included |
| Handsets |
£4,500 |
£3,300 |
3CX saves £1,200 |
| Setup |
£500 |
£500-£1,500 |
Similar |
| TOTAL |
£21,200 |
£8,714-£10,614 |
3CX saves £10,586-£12,486 |
*Gamma includes typical business calling allowances (1,000-3,000 min/user/month); heavy users may incur additional charges.
Break-even analysis: The 3CX approach typically breaks even within 8-14 months compared to Gamma Horizon when factoring in the lower ongoing costs.
Hidden Costs & Considerations
Gamma Horizon potential extras:
- Exceeding included call minutes (charges apply at standard rates)
- Adding features mid-contract (often requires upgraded tier for all users, not just those who need it)
- Contract exit fees if business circumstances change
- Inability to benefit from SIP trunk market competition
3CX potential extras:
- IT administration time (if self-managed rather than using MSP)
- Annual licence renewal (though costs remain lower than Gamma's perpetual monthly fees)
- Server hosting costs (if using AWS/Azure rather than on-premise or 3CX hosting)
- Internet connectivity dependency (though this equally affects Gamma Horizon)
Value assessment: For organisations with stable IT resources or existing MSP relationships, 3CX's significantly lower total cost of ownership (typically 40-60% less expensive) makes compelling financial sense. Businesses prioritising minimal internal involvement may find Gamma's higher costs acceptable for the included management.
Implementation & Deployment Experience
Real-world deployment experiences reveal practical differences that specifications don't always capture.
Gamma Horizon Implementation Journey
Typical deployment timeline:
- Week 1: Account setup, order processing, and preliminary number porting requests submitted to Openreach
- Week 2-3: Gamma provisions service internally and configures base system according to order form
- Week 4: Number porting completes (subject to Ofcom's 1-day porting requirement for UK numbers, though complex ports may take longer)
- Go-live: Handsets delivered and auto-provision when connected to network
Deployment strengths:
- Minimal technical expertise required from customer
- Gamma handles all provisioning, configuration, and coordination
- Predictable process with established timelines
- Single point of contact for all deployment issues
Common deployment challenges:
- Limited pre-deployment customisation (must work within Gamma's templates)
- Porting delays if current provider disputes port requests or numbers are complex (e.g., number ranges split across multiple sites)
- Hardware lead times can extend overall deployment if specific handset models are on backorder
- Complex auto-attendant or call routing requires Gamma configuration (customer cannot self-service)
Post-deployment support:
- Changes to configuration (adding users, modifying hunt groups) require contacting Gamma support or accessing limited admin portal
- Emergency out-of-hours changes may incur premium support charges
- Troubleshooting calls go through Gamma's tiered support structure (Level 1 → Level 2 → Engineering)
3CX Implementation Journey
Typical deployment timeline:
- Week 1: System design (determining deployment location, SIP trunk provider selection, server specification), licence procurement
- Week 2: Server provisioning (if hosted) or installation (if on-premise), 3CX software installation and initial configuration
- Week 3: SIP trunk configuration, number porting requests submitted, extension programming, and handset provisioning
- Week 4: User acceptance testing, training, and go-live preparation
- Go-live: Coordinated switch-over, typically outside business hours
Deployment strengths:
- Complete control over configuration and customisation
- Ability to implement complex call flows, CRM integrations, and bespoke requirements
- Staging environment possible (test changes before production implementation)
- Self-service for post-deployment modifications (no waiting for provider)
Common deployment challenges:
- Requires technical expertise (either internal or via MSP engagement)
- More moving parts (server, SIP trunk, firewall configuration, QoS settings)
- Greater planning burden to ensure server sizing, redundancy, and network capacity are adequate
- SIP trunk provider coordination separate from PBX deployment
Post-deployment support:
- Administrative changes made directly through 3CX web interface (immediate effect)
- Troubleshooting can be more complex (is the issue PBX, SIP trunk, network, or handset?)
- Greater community support resources (forums, documentation, YouTube tutorials)
- MSP relationship quality becomes critical for businesses without internal expertise
Number Porting: The UK Context
Under Ofcom regulations, UK telephone number porting should complete within one working day for simple ports (single numbers or contiguous ranges). Complex ports (number ranges split across multiple sites or mixed service types) may take longer.
Gamma Horizon porting process:
- Gamma submits porting requests to Openreach on customer's behalf
- Customer provides Letter of Authority (LOA) and existing service details
- Gamma coordinates porting date with customer
- Minimal customer involvement in technical process
3CX porting process:
- SIP trunk provider (not 3CX itself) handles porting requests
- Customer or MSP submits porting documentation to chosen trunk provider
- Multiple trunk providers can be used simultaneously (e.g., different ranges on different providers)
- Greater flexibility but requires coordinating porting across multiple parties if using multiple trunk providers
Common porting issues (affecting both platforms): Current provider disputing port requests ("saves" attempts or administrative delays), incorrect account details or service numbers provided on LOA, complex number ranges requiring manual intervention by Openreach, geographic number ranges where some numbers have been already ported to different providers.
Best practice: Initiate porting requests at least 14 days before desired go-live date to accommodate potential delays, regardless of platform chosen.
Integration & Ecosystem
Modern business telephony must integrate with existing IT systems rather than operating as a silo.
Gamma Horizon Integration Capabilities
Native integrations:
- Microsoft 365: Basic presence integration and click-to-call from Outlook contacts
- Salesforce: Available through Gamma's marketplace, often requiring additional configuration fees
- Zendesk: Screen-pop capability for incoming calls
- Google Workspace: Limited integration (primarily directory sync)
Integration limitations:
- API access: Restricted API available primarily for call detail record extraction and basic user provisioning
- Webhook support: Limited real-time event notifications
- Custom development: Requires engaging Gamma's professional services; customer or third-party development not generally supported
- Middleware: May require third-party integration platforms (e.g., Zapier, Workato) for connecting to non-standard applications
Practical impact: Horizon integrates well with popular platforms Gamma has pre-built connectors for, but bespoke requirements often face limitations.
3CX Integration Capabilities
Built-in CRM integrations (Professional/Enterprise editions):
- Salesforce (screen-pop, click-to-dial, call logging)
- Microsoft Dynamics 365 (full integration including call journaling)
- Zendesk (ticket association and caller information display)
- Freshdesk (automatic ticket creation and caller history)
- HubSpot (contact identification and activity logging)
- Zoho CRM (bidirectional synchronisation)
- Over 40 additional CRM platforms via templates
Extensive API framework:
- REST API: Full control over system configuration, call control, and reporting
- Webhooks: Real-time notifications for call events (answered, ended, transferred)
- Call Control API: Initiate, transfer, park, or terminate calls programmatically
- Provisioning API: Automate user creation, extension configuration, and device management
- Recording access: Retrieve call recordings via API for integration with compliance or quality management systems
Developer-friendly ecosystem:
- Comprehensive API documentation with code examples (PHP, Python, JavaScript)
- Active developer community sharing integration scripts and templates
- WebRTC SDK for embedding click-to-call into custom web applications
- Database access (SQL) for custom reporting or business intelligence tools
Example Integration Scenarios
Helpdesk ticket creation: 3CX webhook fires when call ends. Custom middleware captures webhook, extracts call details (caller ID, recording URL, duration). Automatically creates helpdesk ticket in Jira or ServiceNow with call information pre-populated.
CRM automation: Incoming call triggers screen-pop in Salesforce showing customer account. Agent updates opportunity during call. Call automatically logged to Salesforce with recording link and notes.
Custom applications: Embed click-to-call button in bespoke customer portal. Call metrics dashboard pulling real-time data from 3CX database. Integration with access control systems (e.g., door entry phone triggers call to reception).
Microsoft Teams integration (Enterprise edition): Teams users can make/receive calls via 3CX phone numbers (Direct Routing alternative). Unified dial plan between Teams and 3CX users. Cost-effective way to provide PSTN connectivity to Teams without Microsoft Calling Plans.
Real-World Integration Example: Estate Agency
An estate agency using 3CX implemented the following integrations:
CRM integration (Reapit/Alto): Incoming calls automatically identify caller against property database. Screen-pop displays properties customer has viewed, offers submitted, and communication history. Outbound calls logged to customer record with call recording attached.
Marketing automation (HubSpot): Missed calls trigger automated SMS follow-up ("We missed your call regarding [property address]…"). Call activity influences lead scoring (multiple calls = hot lead). Marketing campaigns track call conversions.
Applicant tracking: Calls from applicants automatically associated with their application. Viewing booking confirmations sent via SMS after call. Call recordings retained for regulatory compliance (FCA requirements).
Result: Average call handling time reduced by 23 seconds (due to screen-pop efficiency), customer satisfaction scores improved, and compliance burden reduced through automated record-keeping. The same agency would face significant challenges implementing this level of integration with Gamma Horizon due to API limitations and would likely require costly middleware platforms or manual processes.
Security, Compliance & Business Continuity
UK businesses must consider data protection, call recording regulations, and disaster recovery capabilities.
GDPR & Data Protection
Gamma Horizon approach:
- Data location: All call data and recordings stored in Gamma's UK data centres
- Data processing: Gamma acts as data processor; customer is data controller
- DPA required: Standard Data Processing Agreement provided covering GDPR requirements
- Retention policies: Call recordings retained according to customer-defined policy (typically 30-90 days, configurable)
- Data access: Customer accesses own data via admin portal; Gamma support may access for troubleshooting
- Right to erasure: Processes in place for deleting individual recordings upon request
3CX approach:
- Data location: Dependent on deployment choice:
- On-premise: Data remains entirely within customer's infrastructure
- Hosted (3CX or private cloud): Customer chooses geographic region (UK, EU, etc.)
- Data controller: Customer (or their MSP) maintains full control of all data
- Retention policies: Customer sets and manages retention according to business or regulatory requirements
- Data access: Only customer-authorised administrators access system data
- Encryption: Call recordings can be encrypted at rest with customer-controlled keys
GDPR advantages of 3CX: Businesses with particularly stringent data sovereignty requirements (e.g., legal firms, healthcare providers) may prefer on-premise 3CX deployment to ensure data never leaves their direct control.
Call Recording Compliance
Both platforms support call recording, but implementation details differ:
Gamma Horizon recording:
- On-demand recording: Users press button during call to record (announced to both parties)
- Automatic recording: Available on Horizon Contact subscriptions; all queue calls recorded
- Announcement: Configurable message informs callers recording is taking place
- Storage: Recordings stored on Gamma infrastructure; retrieval via web portal or API
- Retention: Configurable from 7 days to 7 years
- Cost: Basic recording included; extended retention or increased storage may incur charges
3CX recording:
- Flexible recording rules: Record all calls, specific extensions, external calls only, or on-demand
- Announcement injection: Automated announcement informing parties of recording (meets UK legal requirements)
- Storage: Recordings stored on PBX server or external storage (NAS, S3, Azure Blob)
- Unlimited retention: Limited only by allocated storage capacity (no per-recording charges)
- Access control: Granular permissions determine who can listen to or download recordings
- Integration: Recordings automatically attached to CRM records or helpdesk tickets via webhooks
UK legal requirements: Recording business calls is legal in the UK provided at least one party to the call is aware of the recording. Best practice is to inform all parties through recorded announcement ("This call may be recorded for training and quality purposes"). Both platforms adequately meet UK legal requirements, but 3CX offers more sophisticated control over recording policies at no additional cost.
Business Continuity & Disaster Recovery
Gamma Horizon resilience:
- Infrastructure redundancy: Gamma maintains redundant data centres with automated failover
- Uptime SLA: Typically 99.9% (approximately 8.76 hours downtime per year permissible)
- Customer dependency: Relies on Gamma's infrastructure reliability; customer has limited control
- Internet failover: If customer's internet fails, calls cannot be received (though mobile app on 4G/5G continues functioning)
- Recovery: Gamma handles all disaster recovery; customer has minimal responsibilities
3CX resilience:
- Deployment-dependent: Resilience depends on customer's chosen deployment architecture:
- On-premise: Customer controls redundancy (clustering, failover servers, backup power)
- Hosted: Dependent on hosting provider's infrastructure (e.g., AWS multi-AZ deployment)
- Failover routing: Configure backup SIP trunks or PSTN gateways for automatic failover if primary trunk fails
- Internet failover: Can configure backup internet connections with automatic failover
- Geographic redundancy: Enterprise edition supports multi-site replication (e.g., primary server in London, failover in Manchester)
- Recovery control: Customer controls backup frequency, restoration procedures, and testing schedules
Example Disaster Scenarios
Scenario 1: Office loses internet connectivity
Gamma Horizon: Desk phones unable to make/receive calls; mobile apps continue functioning on 4G/5G for individual users.
3CX: If configured with backup internet or failover to mobile network, calls continue; alternatively, calls automatically forward to mobile numbers or alternative site.
Scenario 2: Data centre outage
Gamma Horizon: Gamma activates disaster recovery procedures; customers wait for service restoration (typically <4 hours based on SLA).
3CX: Hosted deployments experience downtime until hosting provider restores service; on-premise deployments unaffected (assuming customer's internet remains operational); geographic redundancy configurations automatically failover to secondary site.
Best practice: Organisations with critical telephony dependencies should implement backup internet connectivity (diverse provider, different physical infrastructure), geographic redundancy (for 3CX: secondary server in different location; for Gamma: redundant SIP trunk provider as backup), documented failover procedures tested quarterly, and mobile devices with data plans as fallback for key personnel.
User Experience & Administrative Burden
Day-to-day usability significantly impacts productivity and IT workload.
End-User Experience
Gamma Horizon from the user perspective:
- Desk phone: Intuitive interface on Polycom/Yealink handsets; BLF buttons for monitoring colleagues
- Desktop client: Gamma Collaborate application provides click-to-dial, presence, and call control
- Mobile app: Extends desk phone to mobile device; answered calls automatically transfer to mobile
- Consistency: Unified experience across devices (same voicemail, same call history)
- Learning curve: Minimal training required; users familiar with traditional office phones adapt quickly
3CX from the user perspective:
- Desk phone: Similar experience to Gamma (same handset manufacturers supported)
- 3CX app: Unified application for desktop and mobile combining phone, chat, presence, and video
- Web client: Full functionality available through web browser without installing software
- Interface: Modern, intuitive design consistently praised in user feedback
- Feature richness: Video meetings, screen sharing, and file transfer integrated into phone app
- Learning curve: Slightly steeper than Gamma due to increased functionality; comprehensive training resources available
User preference indicators: Both platforms receive positive user reviews, with 3CX often scoring higher for the integrated UC experience (not needing separate apps for voice, video, and chat).
Administrative Experience
Gamma Horizon administration:
Web portal provides configuration for:
- Adding/removing users
- Modifying call routing and hunt groups
- Accessing call logs and basic reports
- Managing voicemail settings
Limitations:
- Complex changes (e.g., modifying auto-attendant recordings, adding SIP trunks, changing trunk capacity) require contacting Gamma support
- Non-urgent changes may take 24-48 hours; urgent changes receive faster response but may incur premium support charges
- Minimal training required for basic admin tasks
- Gamma provides admin guides; limited community resources
3CX administration:
Web management console provides comprehensive interface for:
- User management (extensions, permissions, recordings)
- Call routing (inbound rules, IVRs, queues, ring groups)
- System configuration (SIP trunks, networking, security)
- Real-time monitoring (active calls, extension status, trunk utilisation)
- Reporting and analytics
Self-service: No support ticket required for any configuration change.
Complexity: Greater control means greater complexity; IT administrators need training.
Training resources: Extensive documentation, official certification courses, YouTube tutorials, active community forums.
Updates: System updates can be scheduled and applied by administrator (or handled by MSP).
IT Workload Comparison
Monthly administrative tasks:
Gamma Horizon: Adding/removing users (15-30 min via portal); modifying call flows (support ticket, 1-2 days); generating reports (15 min).
3CX: Adding/removing users (10-15 min); modifying call flows (15-30 min immediate); generating reports (10 min); system updates (30-60 min quarterly).
Break-fix scenarios:
Example: Handset stops working
Gamma Horizon: User reports to IT; IT contacts Gamma support; Gamma troubleshoots and arranges replacement if faulty (24-48 hour resolution).
3CX: IT administrator logs into console; checks extension registration; reboots handset or reassigns if necessary (15-30 minute resolution); replacement ordered directly from supplier if hardware fault.
Verdict on administrative burden: Gamma Horizon minimises day-to-day IT involvement but reduces control and increases resolution times. 3CX demands more IT capability but provides immediate responsiveness and reduces waiting for third parties.
Migration Stories: Real UK Business Experiences
Understanding how other organisations have navigated the transition between these platforms provides valuable insight.
Case Study 1: Marketing Agency Moves from Gamma to 3CX
Organisation profile: 35 employees across two UK offices (London and Manchester). Previously on Gamma Horizon Professional for 4 years. Heavy mobile usage (remote working and client meetings).
Migration drivers:
- Contract renewal at 18% price increase
- Desire for Microsoft Teams integration to reduce application sprawl
- Frustration with Gamma's reporting limitations (needed detailed campaign tracking)
Migration approach:
- Selected 3CX Professional edition with hosting on AWS London region
- SIP trunks from two providers (Voipfone for primary, Voip.co.uk for backup/failover)
- Number porting completed over a single weekend to minimise disruption
- MSP handled deployment and provided 3-month managed service during stabilisation
Results after 12 months:
Cost savings: £627/month reduced to £285/month (54% reduction).
Feature gains: Microsoft Teams integration eliminated separate video conferencing subscriptions (saving additional £22/user/month).
User satisfaction: Internal survey showed 78% preferred 3CX app to previous Gamma Collaborate client.
Unexpected benefit: CRM integration (HubSpot) reduced manual call logging time by approximately 15 minutes per user per day.
Lessons learned: Weekend deployment was essential (Friday evening cutover minimised risk). User training sessions before go-live significantly reduced post-migration support tickets. Having backup SIP trunk configured in advance proved valuable when primary trunk experienced brief outage.
Case Study 2: Law Firm Moves from 3CX to Gamma Horizon
Organisation profile: 18 employees (solicitors, paralegals, administrative staff). Previously self-hosted 3CX on-premise for 6 years. Original IT administrator left the firm; replacement lacked VoIP expertise.
Migration drivers:
- Loss of internal technical expertise
- Concerns about compliance and call recording management
- Desire to reduce IT burden on small team
- PBX server approaching end-of-life requiring replacement investment
Migration approach:
- Selected Gamma Horizon Professional with Akixi reporting
- 5-year contract negotiated with fixed pricing
- Gamma handled all porting and migration over two-week period
- Legal-specific call recording policies configured by Gamma to meet SRA requirements
Results after 18 months:
Cost impact: Monthly costs increased from £165/month (3CX + SIP trunk) to £385/month (Gamma all-inclusive).
IT burden: Eliminated need for VoIP expertise; administrative staff handle basic user management through portal.
Compliance confidence: Gamma's managed call recording and retention provided peace of mind for SRA audits.
Reliability: Single point of accountability for support reduced troubleshooting time.
Lessons learned: Higher ongoing costs justified by reduced risk and IT burden for this particular organisation. Thorough review of call recording policies during migration ensured regulatory compliance. Some advanced features previously used in 3CX (custom IVR scripts, complex call flows) required simplification to fit Gamma's templates.
Key insight: This case demonstrates that the "right" platform depends on organisational context. For this law firm, the reduced technical burden and compliance support justified Gamma's higher costs.
Case Study 3: Retail Company Deploys 3CX for Multi-Site Operations
Organisation profile: 120 employees across 8 retail locations plus head office. New deployment (no previous VoIP system; upgrading from legacy ISDN). PSTN switch-off deadline driving urgency.
Deployment approach:
- 3CX Enterprise edition (64 SC) hosted on Microsoft Azure UK South region
- Geographic redundancy with failover server in different Azure region
- SIP trunk from Gamma (centralised trunking with DIDs assigned per location)
- Staged rollout: head office first (testing), then retail locations over 4 weeks
Implementation challenges:
- Internet connectivity: Several retail locations had inadequate broadband; upgraded to business-grade connections before deployment
- User training: Retail staff needed simplified training focused on core features (answering, transferring, voicemail)
- Complex routing: Head office operates customer service queue; retail locations have direct DIDs but can transfer to queue
Results after 6 months:
Cost comparison: Estimated legacy ISDN upgrade would have cost £2,400/month; 3CX deployment costs £780/month (67% savings).
Operational improvement: Centralised queue allows head office to handle overflow from busy retail locations.
Mobility: Store managers use 3CX mobile app for business calls whilst on floor (no longer tied to back-office desk phone).
Analytics: Real-time dashboard shows call volumes per location, helping schedule staffing appropriately.
Lessons learned: Adequate internet bandwidth is non-negotiable (minimum 10Mbps dedicated per location, with QoS configured). Staged rollout reduced risk and allowed refinement based on early feedback. Geographic redundancy proved valuable when Azure UK South experienced brief outage (automatic failover prevented service disruption).
The Verdict: Which Platform for Which Business?
No single platform is universally "better"—the optimal choice depends on your organisation's priorities, capabilities, and context.
Choose Gamma Horizon If:
✓ Minimal IT resources
Your organisation lacks dedicated IT staff or VoIP expertise. No existing MSP relationship or desire to engage one. Administrative simplicity is a higher priority than cost optimisation.
✓ Predictable, managed service
You value single-point-of-contact for all telephony issues. Preference for outsourcing complexity rather than managing it internally. Budget accommodates higher ongoing costs in exchange for reduced responsibility.
✓ Regulatory or risk-averse environment
Sectors requiring strict compliance (legal, financial services) benefit from Gamma's managed recording and retention. Organisations preferring established providers with long UK market presence. Desire for contractual SLAs and defined support response times.
✓ Rapid deployment priority
Need phone system operational within 2-3 weeks with minimal planning burden. Cannot allocate internal resources for deployment project management. Prefer turnkey solution with minimal decision-making required.
✓ Simple requirements
Straightforward call routing and user needs. Limited integration requirements with other IT systems. Primarily desk-based workforce with standard telephony usage patterns.
Choose 3CX If:
✓ Internal IT capability or MSP relationship
Existing IT team comfortable with VoIP concepts or willing to train. Active MSP relationship that includes telephony support. Desire for control and flexibility outweighs preference for fully managed service.
✓ Cost-conscious
Total cost of ownership is a primary decision factor. Ability to capitalise on lower long-term costs (typically 40-60% savings over 3-5 years). Want flexibility to shop for best SIP trunk pricing or switch providers.
✓ Integration requirements
Need deep CRM integration (Salesforce, Dynamics, HubSpot, etc.). Requirement for API access or custom development. Unified communications platform preference (voice, video, chat in single application).
✓ Multi-site or complex deployments
Multiple locations with sophisticated call routing requirements. Geographic redundancy or business continuity requirements beyond standard hosted provider SLAs. Complex IVR, queue, or time-based routing needs.
✓ Growth trajectory
Anticipate significant headcount growth or contraction (annual licensing allows flexibility). International expansion on roadmap (3CX supports global deployment from single management interface). Want platform that scales without requiring migration to different system.
✓ BYOD or specific hardware requirements
Desire to use existing handsets or select specific models not on Gamma's approved list. Softphone-first strategy (many remote workers, minimal desk phones). Want to standardise on particular handset manufacturer across organisation.
Hybrid Approach: Is It Possible?
Some organisations deploy both platforms in different contexts:
Example scenarios:
- Head office on 3CX (complex routing, multiple departments, call centre) with retail branches on Gamma Horizon (simple requirements, minimal IT)
- UK operations on 3CX (lower costs, integration with UK-based CRM) with international offices on Gamma Horizon (local managed service in countries where 3CX support is limited)
This approach adds complexity (managing two platforms) but allows matching platform capabilities to specific site requirements.
Questions to Ask Before Deciding
Use these questions to guide your decision-making process:
Internal Capability Questions
- Do we have IT staff with VoIP experience or willingness to learn 3CX administration?
- Do we currently use an MSP, and do they support 3CX deployments?
- What is our tolerance for managing technical infrastructure versus outsourcing it?
- How quickly do we need to make configuration changes, and can we wait 24-48 hours for a support ticket?
Financial Questions
- What is our budget for initial deployment versus ongoing monthly costs?
- How predictable does our monthly telephony spend need to be?
- Are we comfortable with 3-5 year contracts, or do we need annual flexibility?
- What is the cost of IT administration time if we choose a self-managed platform?
Feature & Integration Questions
- Do we need deep CRM integration or API access for custom development?
- Is Microsoft Teams integration a requirement for our unified communications strategy?
- What level of call recording and reporting do our compliance or quality requirements demand?
- Do we anticipate needing advanced contact centre features (wallboards, skills-based routing, callback queues)?
Business Context Questions
- How many locations do we operate, and what are the call routing requirements between sites?
- What percentage of our workforce is remote or mobile, and how important is mobile app quality?
- Are we growing, stable, or potentially downsizing in the next 3 years?
- What is our risk tolerance for telephony downtime, and what redundancy do we need?
Regulatory & Compliance Questions
- What industry-specific regulations govern our call recording and data retention?
- Where must our call data reside (on-premise, UK data centres, EU)?
- Do we need detailed audit trails for compliance or legal purposes?
- What is our GDPR risk profile, and how does telephony data factor in?
Conclusion: Making the Right Choice for Your Organisation
The 3CX vs. Gamma Horizon decision ultimately reflects your organisation's priorities, capabilities, and strategic direction.
Gamma Horizon excels as a "turnkey" solution for businesses seeking simplicity, predictability, and a fully managed experience. You trade higher long-term costs and reduced flexibility for peace of mind, single-point accountability, and minimal internal technical burden. For small businesses without IT resources, risk-averse industries, or organisations prioritising operational simplicity over cost optimisation, Gamma Horizon delivers a solid, reliable service.
3CX excels as a "power user" platform for organisations with technical capability (internal or via MSP partnership) seeking maximum flexibility, lower long-term costs, and deep integration with business systems. You accept greater deployment complexity and ongoing administration responsibility in exchange for 40-60% cost savings, extensive customisation options, and control over your telephony destiny. For growing businesses, multi-site organisations, or those with specific integration requirements, 3CX provides unmatched value and capability.
Neither platform is objectively "better"—they serve different organisational profiles and priorities. The key is honest assessment of your needs, capabilities, and values:
- If you want convenience → Gamma Horizon
- If you want control and cost efficiency → 3CX
- If you lack IT resources → Gamma Horizon
- If you have IT capability or MSP → 3CX
- If you need complex integrations → 3CX
- If you prefer outsourcing → Gamma Horizon
Taking the Next Step
Regardless of which platform you lean towards:
- Engage multiple resellers or providers for competitive quotes and to compare bundled services
- Request demonstrations of administrative interfaces and end-user applications
- Speak with reference customers in similar industries and deployment contexts
- Conduct a total cost of ownership analysis over 3-5 years, not just initial costs
- Assess your internal IT capability honestly or evaluate MSP partnerships if considering 3CX
- Plan for the PSTN switch-off by ensuring whichever platform you choose has modern SIP infrastructure
- Consider proof-of-concept deployments (small user group first) before committing fully
The UK VoIP market offers excellent options for both managed and self-controlled approaches. By carefully assessing your requirements against each platform's strengths, you'll select the phone system that best serves your business for years to come.
Need Expert Guidance on Your Phone System Decision?
Our team at T2K Voice & Data provides impartial consultancy to help you navigate the 3CX vs. Gamma Horizon decision. We offer free initial assessments to evaluate your requirements, IT capabilities, and budget constraints.
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