8x8 Contact Center vs Fuze

Likelihood to Recommend

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Setting up new users is a big thing that Fuze does well and it's something that helps save time as well. There have been a couple of times where we've needed to get some last minute new hires setup quick. Using the Fuze hub lets me create a user, assign their service, assign a number, and assign them to a brand new phone in about 10-15 minutes. I don't need to put in a support ticket and wait for their team to do it.

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David Scalise

Senior Technical Support Analyst

Planet PharmaStaffing and Recruiting, 1001-5000 employees

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Feature Rating Comparison

8x8 Contact Center

7.9

Fuze

—

Agent dashboard

7.8

—

Validate callers

7.9

—

Outbound response

8.3

—

Call forwarding

7.9

—

Click-to-call (CTC)

8.0

—

Warm transfer

7.6

—

Predictive dialing

7.3

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

8.0

Fuze

—

Inbound call routing

8.8

—

Omnichannel inbound routing

7.9

—

Recording

8.4

—

Quality management

8.8

—

Call analytics

7.9

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

8x8 Contact Center

—

Fuze

6.9

Hosted PBX

—

7.6

Multi-level Interactive Voice Response (IVR)

—

6.8

User templates

—

6.2

Call reports

—

6.9

Directory of employee names

—

7.1

8x8 Contact Center

—

Fuze

7.3

Answering rules

—

7.5

Call recording

—

7.3

Call park

—

7.2

Message alerts

—

7.4

8x8 Contact Center

—

Fuze

7.5

Video conferencing

—

7.1

Audio conferencing

—

7.8

8x8 Contact Center

—

Fuze

7.6

Mobile app for iOS

—

7.6

Mobile app for Android

—

7.6

Pros

Cleaner workspace with organization and efficiency at the forefront of our associates day.
Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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The interface is very intuitive and I'm able to setup a call quickly with the people I need to contact.
Call quality has been especially good for me as long I have a stable internet connection.
It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.

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Kainer Yu

IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Cons

Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Their client software can face a few bugs here and then and it may take awhile for them to be fixed. One such example is the audio settings, it does not save the proper audio setup all the time when I'm docking and undocking my laptop.
Fuze technical support is not very good. They take a very long time to get back to you. When filing an urgent case that needs to be resolved quickly, I am not able to rely on them to give me the punctual and effective support that I need.
Registering conference phones can be a pain, as I have to follow a fairly long set of instructions to register them to Fuze.

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Kainer Yu

IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Likelihood to Renew

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Fuze 7.4

Based on 14 answers

1,000% will renew. For the price, for the features, for the support, for the implementation, for the ability to deploy to a new site, or a new company acquisitioned that has an older PBX, we can get them to Fuze with so little effort, dump the phones on their desk, and give them all the features and "WOW" that they would expect from a modern enterprise.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Usability

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Fuze 7.6

Based on 7 answers

Stable, quality platform, cloud PBX and self-service through hub.fuze.com makes operation and administration easy.

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Michael Bartlett

Director Info Tech

Brandyhill.net, Inc.Machinery, 51-200 employees

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Reliability and Availability

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Fuze 9.1

Based on 1 answer

Because the people who designed Fuze were Data-center people, they thought of availability first, there really isn't any excuse for telephony downtime, and they certainly do well with this. There has never been a total outage, just a few features sometimes have been offline while Fuze moves the service to other servers, NEVER calling, sometimes chat or physical phones (which can be fixed by rebooting them). The uptime on the Fuze systems is basically: Always up, always available.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Performance

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Fuze 9.1

Based on 1 answer

Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Support

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Fuze 6.5

Based on 60 answers

I have used both online and telephone support and have been completely satisfied. The overwhelming majority of our support requests have been user provisioning and de-provisioning, and with the introduction of the Fuze Hub recently I'm in a self-service mode. The only real tech support was right after go-live getting our firewall rules perfect. We have had no support calls for dropped calls or poor quality in two years. Support has been great, just haven't needed much of it.

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Michael Bartlett

Director Info Tech

Brandyhill.net, Inc.Machinery, 51-200 employees

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In-Person Training

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Fuze 9.1

Based on 1 answer

At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Online Training

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Fuze 9.1

Based on 1 answer

Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Implementation

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Fuze 7.5

Based on 59 answers

Basecamp and a great team made it the smoothest rollout of a large infrastructure project I have been involved with. Flawless setup in both locations, USA and Holland, every device set up and delivered as promised. Their process was extremely well-defined and the rollout was easy and on time.

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Michael Bartlett

Director Info Tech

Brandyhill.net, Inc.Machinery, 51-200 employees

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Alternatives Considered

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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CallManager requires servers, Voice routers, independent PBX providers, SIP providers and admins who know how to manage all of that. Fuze alleviates the need for Cisco VOIP and telecommunications experts and simplifies and consolidates every site onto a single hosted platform where the only devices we have to worry about are our phones. It includes support as well so users can engage Fuze support directly for call flow changes, or support for lines or anything else in the system. Cisco charges extra for this, but it is bundled into the Fuze per-line cost.

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Nick Cooper

Infrastructure Supervisor

Fort Dearborn CompanyPrinting, 1001-5000 employees

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Scalability

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Fuze 9.1

Based on 1 answer

Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Return on Investment

Reduction of assets on our data center to operate the phone system.
Does not require certified training to manage.

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Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

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Positive ROI within 6 months

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Travis McKeone

Chief Information Officer

US Auto SalesAutomotive, 501-1000 employees

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Likelihood to Recommend