8x8 Contact Center vs Fuze

Likelihood to Recommend

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.

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Danny Fuentes

Director of Information Systems

phoenixNAPInformation Technology and Services, 201-500 employees

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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.

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Verified User

Administrator in Finance and Accounting

Hospital & Health Care Company, 51-200 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

Fuze

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

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

7.9

Fuze

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

8x8 Contact Center

—

Fuze

7.0

Hosted PBX

—

7.8

Multi-level Interactive Voice Response (IVR)

—

7.1

User templates

—

6.3

Call reports

—

6.7

Directory of employee names

—

7.3

8x8 Contact Center

—

Fuze

7.3

Answering rules

—

7.5

Call recording

—

7.1

Call park

—

7.3

Message alerts

—

7.4

8x8 Contact Center

—

Fuze

7.6

Video conferencing

—

7.2

Audio conferencing

—

8.0

8x8 Contact Center

—

Fuze

7.9

Mobile app for iOS

—

7.8

Mobile app for Android

—

7.9

Pros

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.

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Bryan Simms

IT Manager

Pivot Physical TherapyHealth, Wellness and Fitness, 1001-5000 employees

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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.

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Michael Bartlett

Director Info Tech

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

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Cons

When there is a system outage the response team, at times, is slow to react.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Verified User

Employee in Sales

Computer Software Company, 51-200 employees

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Likelihood to Renew

No score

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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.

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Michael Bartlett

Director Info Tech

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

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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Fuze 7.8

Based on 7 answers

Because it just works. That's what I need my phone system to do.

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Trent Martin, PMP

Manager - IT Infrastructure

CHR SolutionsInformation Technology and Services, 201-500 employees

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Reliability and Availability

No score

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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

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Verified User

Employee in Sales

Computer Software Company, 51-200 employees

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In-Person Training

No score

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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

No score

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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 7.6

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

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Verified User

Employee in Sales

Computer Software Company, 51-200 employees

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Alternatives Considered

8x8 is much better than our previous vendor.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Igor Pelipenko

Network Engineer

KronosComputer Software, 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

Switching to 8x8, we have seen a 30% drop in our telecommunication expense.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Sam Dahl

Research Services Sales Representative

QualtricsComputer Software, 1001-5000 employees

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Likelihood to Recommend