What users are saying about
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108 Ratings
12 Ratings
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Score 7.2 out of 101

Fuze

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108 Ratings
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Score 7.5 out of 101

Likelihood to Recommend

8x8 Contact Center

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.
Michael Furman profile photo

Fuze

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.
David Scalise profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.9
Fuze
Agent dashboard
8x8 Contact Center
7.8
Fuze
Validate callers
8x8 Contact Center
7.9
Fuze
Outbound response
8x8 Contact Center
8.3
Fuze
Call forwarding
8x8 Contact Center
7.9
Fuze
Click-to-call (CTC)
8x8 Contact Center
8.0
Fuze
Warm transfer
8x8 Contact Center
7.6
Fuze
Predictive dialing
8x8 Contact Center
7.3
Fuze
Interactive voice response
8x8 Contact Center
7.1
Fuze
REST APIs
8x8 Contact Center
8.2
Fuze
Call scripts
8x8 Contact Center
7.2
Fuze
Call tracking
8x8 Contact Center
8.5
Fuze
Multichannel integration
8x8 Contact Center
9.1
Fuze
CRM software integration
8x8 Contact Center
8.5
Fuze

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Fuze
Inbound call routing
8x8 Contact Center
8.8
Fuze
Omnichannel inbound routing
8x8 Contact Center
7.9
Fuze
Recording
8x8 Contact Center
8.4
Fuze
Quality management
8x8 Contact Center
8.8
Fuze
Call analytics
8x8 Contact Center
7.9
Fuze
Historical reporting
8x8 Contact Center
7.8
Fuze
Live reporting
8x8 Contact Center
9.0
Fuze
Customer surveys
8x8 Contact Center
5.5
Fuze

Cloud PBX

8x8 Contact Center
Fuze
6.9
Hosted PBX
8x8 Contact Center
Fuze
7.6
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Fuze
6.8
User templates
8x8 Contact Center
Fuze
6.2
Call reports
8x8 Contact Center
Fuze
6.9
Directory of employee names
8x8 Contact Center
Fuze
7.1

Call Management

8x8 Contact Center
Fuze
7.3
Answering rules
8x8 Contact Center
Fuze
7.5
Call recording
8x8 Contact Center
Fuze
7.3
Call park
8x8 Contact Center
Fuze
7.2
Message alerts
8x8 Contact Center
Fuze
7.4

VoIP system collaboration

8x8 Contact Center
Fuze
7.5
Video conferencing
8x8 Contact Center
Fuze
7.1
Audio conferencing
8x8 Contact Center
Fuze
7.8

Mobile apps

8x8 Contact Center
Fuze
7.6
Mobile app for iOS
8x8 Contact Center
Fuze
7.6
Mobile app for Android
8x8 Contact Center
Fuze
7.6

Pros

8x8 Contact Center

  • 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.
Michael Furman profile photo

Fuze

  • 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.
Kainer Yu profile photo

Cons

8x8 Contact Center

  • 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.
Michael Furman profile photo

Fuze

  • 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.
Kainer Yu profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Usability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.6
Based on 7 answers
Stable, quality platform, cloud PBX and self-service through hub.fuze.com makes operation and administration easy.
Michael Bartlett profile photo

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Support

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
Michael Bartlett profile photo

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Implementation

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
Michael Bartlett profile photo

Alternatives Considered

8x8 Contact Center

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.
Michael Furman profile photo

Fuze

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.
Nick Cooper profile photo

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

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.
D. SKye Hodges profile photo

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

Fuze

  • Positive ROI within 6 months
Travis McKeone profile photo

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Fuze

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Add comparison