8x8 Contact Center vs Fuze | TrustRadius

What users are saying about

Score 7.8 out of 10

Based on 118 reviews and ratings

Score 7.3 out of 10

Based on 160 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

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
More transparency should be given regarding the roadmap and direction.

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Verified User

Manager in Information Technology

Information Technology and Services Company, 501-1000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Fuze 3.3

Based on 15 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 8.0

Based on 16 answers

It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.

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Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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Fuze 6.6

Based on 9 answers

Very easy to use. You log in with your organization credentials. You can choose which device you want to use it on. If it needs to be embedded to SalesForce, then you have to stick to Windows. As for mobile units, you can install it on iOS or Android and make calls easily.

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Technical Support Engineer

Zebra TechnologiesInformation Technology & Services, 5001-10,000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Fuze 8.0

Based on 2 answers

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 8.0

Based on 2 answers

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 7.0

Based on 50 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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Fuze 6.7

Based on 87 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

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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 7.3

Based on 88 answers

I am very well satisfied with the Fuze implementation at our company. It is really easy to set up. It's a straight up process and requires very minimal oversight. I will also like to say that the implementation was fairly quick. Also the UI is very easy to go around. You can easily find any feature in particular that you were searching for.

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Information Security Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Alternatives Considered

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.

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Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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WebEx seems to be a top contender against Fuze, but because it's more meeting based than for just individual calls we decided to disregard it as a solution as a replacement for our traditional phone system. Skype for Business on the other hand is also good and has the features we need, but it was too expensive.

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IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Scalability

No score

No answers yet

No answers on this topic

Fuze 6.0

Based on 2 answers

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

The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
A negative impact is how short the phone warranty is.
A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 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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