What users are saying about
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122 Ratings
17 Ratings
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Score 7.5 out of 101

Fuze

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122 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

8x8 Contact Center

8x8 works great for small to medium-sized organizations who require a contact center and don't have the right staff onsite to manage a hosted solution.
Danny Fuentes profile photo

Fuze

Fuze is great for meetings where some attendees must be in different locations. We utilize Fuze for meetings where information is going to be shared for everyone to look at. Fuze is also great for training purposes and being able to show someone step by step what a certain process looks like. You can then assign someone else as the presenter and have them go through the same steps on their screen to confirm understanding.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Fuze
Agent dashboard
8x8 Contact Center
7.5
Fuze
Validate callers
8x8 Contact Center
7.6
Fuze
Outbound response
8x8 Contact Center
7.7
Fuze
Call forwarding
8x8 Contact Center
7.6
Fuze
Click-to-call (CTC)
8x8 Contact Center
7.7
Fuze
Warm transfer
8x8 Contact Center
7.6
Fuze
Predictive dialing
8x8 Contact Center
7.0
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
7.9
Fuze
Inbound call routing
8x8 Contact Center
8.6
Fuze
Omnichannel inbound routing
8x8 Contact Center
7.7
Fuze
Recording
8x8 Contact Center
8.2
Fuze
Quality management
8x8 Contact Center
8.5
Fuze
Call analytics
8x8 Contact Center
7.8
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
7.0
Hosted PBX
8x8 Contact Center
Fuze
7.8
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Fuze
7.1
User templates
8x8 Contact Center
Fuze
6.3
Call reports
8x8 Contact Center
Fuze
6.7
Directory of employee names
8x8 Contact Center
Fuze
7.3

Call Management

8x8 Contact Center
Fuze
7.3
Answering rules
8x8 Contact Center
Fuze
7.5
Call recording
8x8 Contact Center
Fuze
7.1
Call park
8x8 Contact Center
Fuze
7.3
Message alerts
8x8 Contact Center
Fuze
7.4

VoIP system collaboration

8x8 Contact Center
Fuze
7.6
Video conferencing
8x8 Contact Center
Fuze
7.2
Audio conferencing
8x8 Contact Center
Fuze
8.0

Mobile apps

8x8 Contact Center
Fuze
7.9
Mobile app for iOS
8x8 Contact Center
Fuze
7.8
Mobile app for Android
8x8 Contact Center
Fuze
7.9

Pros

8x8 Contact Center

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo

Fuze

  • The Fuze implementation process was the smoothest and best-organized roll-out of any major infrastructure project I have been involved with. The engineering and sales team provided a clear roadmap, stuck to it, and performed flawlessly.
  • The system stability, voice quality, user provisioning and de-provisioning, and overall ease of use is something Fuze has done particularly well. Whatever I need is there in the portal, and the 'take-it-for-granted' feeling the users have is a huge strength.
  • Continuous improvement- in the two years this company has used Fuze we have seen numerous updates to the softphone, new features in the desktop phones, and constant communication from our customer advocates and support team.
  • Tech support- rarely used but responsive and experienced, a definite strength.
Michael Bartlett profile photo

Cons

8x8 Contact Center

  • When there is a system outage the response team, at times, is slow to react.
MIKE BARBARO profile photo

Fuze

  • Inability to transfer ownership or search other numbers recordings. Sometimes I'll take calls in different rooms and I'm unable to pull those calls.
  • Issues with audio quality.
  • Quality of support - took me over 24 hours to get in touch with a rep for a specific question.
No photo available

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.4
Based on 14 answers
Stable, quality calls, predictable costs, no trouble or lost time. I am thoroughly pleased with Fuze's performance in the day to day dial tone provisioning, and the expanded features, quality service, and ongoing development. This is not a company that has stood still in the two and a half years we have been with them, and I look forward to working with them in the future.
Michael Bartlett profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Fuze

Fuze 7.8
Based on 7 answers
Because it just works. That's what I need my phone system to do.
Trent Martin, PMP 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

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Fuze

Fuze 6.7
Based on 68 answers
Other colleagues of mine have found Fuze's support staff to be very responsive and helpful. My experience wasn't quite the same, as I had to wait over 24 hours to receive a reply from a customer service rep for something that I needed to have rectified within 4-8 hours. The explanation was that they received my support ticket during off hours.
No photo available

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 7.6
Based on 67 answers
The overall process did not take long at all. Our entire organization was up and running in what seemed like no time. The process was not cumbersome at all and we were able to integrate with other systems like Salesforce very easily. We have been very satisfied with how Fuze has worked for us up to this point
No photo available

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Fuze

Skype for Business, 8x8, on-prem PBX.Fuze has better call and video quality then other UCAS services we have evaluated and is more resilient. No equipment or cap-ex needed vs an on-prem PBX solution, and user provisioning is much easier.
Igor Pelipenko 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

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

Fuze

  • It saves me a little time. I don't personally pay for it so I don't know if it's really worth the money. It's nice to have.
Sam Dahl profile photo

Pricing Details

8x8 Contact Center

General

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

Fuze

General

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

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