8x8 Contact Center vs Fuze | TrustRadius

What users are saying about

Score 7.3 out of 10

Based on 52 reviews and ratings

Score 7.6 out of 10

Based on 129 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

Fuze

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Fuze

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

8x8 Contact Center

Fuze

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 Contact Center

Fuze

Answering rules

Call recording

Call park

Message alerts

8x8 Contact Center

Fuze

Video conferencing

Audio conferencing

8x8 Contact Center

Fuze

Mobile app for iOS

Mobile app for Android

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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Vice President of Customer Support

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

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Availability to use your work number anytime anywhere. Our recruiters make themselves available as much as they can. Being able to answer calls from their worklines while not in the office and make calls from their work numbers is a big deal.
Setting up new phones and numbers is very easy with their hub. I don't always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.
Their support team is great as well. If I do need to get help with an issue their support team is quick to respond and very knowledgeable about their systems. Their team is also able to fix most support cases within the same day.

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Senior Technical Support Analyst

Planet PharmaStaffing and Recruiting, 1001-5000 employees

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Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.

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Information Security Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Fuze 7.2

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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Fuze 8.0

Based on 7 answers

It does the core job very well. If I'm looking for a stripped down version that will work fairly well, then Fuze is great. If you're looking for something feature rich, there are better solutions. Fuze is economical and if you aren't doing anything fancy, it's a great platform

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Head of Global EX Operations

QualtricsComputer Software, 1001-5000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Performance

No score

No answers yet

No answers on this topic

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Support Rating

8x8 Contact Center 5.5

Based on 24 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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Fuze 6.5

Based on 76 answers

Support is an area Fuze could improve. With the most recent updates it's become much better however there are sometimes days that will pass before a response from support is received and in most case connectivity is used as a standard response. Recently had a call where when dialed in via the iOS app it was very difficult to hear however when I dialed in, it was clear.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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In-Person Training

No score

No answers yet

No answers on this topic

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

View all 1 answers on this topic

Online Training

No score

No answers yet

No answers on this topic

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Fuze 6.9

Based on 75 answers

Implementation on the other hand was fairly good. Getting the network infrastructure setup was a bit of work, but at least we had a bit of help from Fuze, in regards to that. Afterwards, we just had to notify our employees to install the Fuze client on their laptops and phones. After all that, the implementation went pretty smoothly

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IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Alternatives Considered

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

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Although Skype and GoToMeeting are great products in their own right, I feel that Fuze has a more professional look and is more intuitive to use and navigate than other products. I feel that Fuze is more suited for business purposes and seems less like an instant messenger.

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Verified User

Administrator in Finance and Accounting

Hospital & Health Care Company, 51-200 employees

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Scalability

No score

No answers yet

No answers on this topic

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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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.

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Helpdesk Manager

Mesilla Valley TransportationTransportation/Trucking/Railroad, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Rating Summary

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

8x8 Contact Center

Fuze

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