8x8 X Series vs Fuze | TrustRadius

What users are saying about

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Score 8.3 out of 10

Based on 440 reviews and ratings

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Score 7.6 out of 10

Based on 195 reviews and ratings

Feature Set Ratings

8x8 X Series ranks higher in 4 feature sets: Cloud PBX, Call Management, VoIP system collaboration, Mobile apps

Cloud PBX

8.7

8x8 X Series

87%

7.4

Fuze

74%

8x8 X Series ranks higher in 5/5 features

Hosted PBX

8.6

86%

125 Ratings

7.2

72%

77 Ratings

Multi-level Interactive Voice Response (IVR)

9.8

98%

49 Ratings

7.1

71%

72 Ratings

User templates

8.3

83%

131 Ratings

6.9

69%

59 Ratings

Call reports

8.1

81%

171 Ratings

7.5

75%

91 Ratings

Directory of employee names

8.4

84%

187 Ratings

8.0

80%

106 Ratings

Call Management

8.4

8x8 X Series

84%

7.5

Fuze

75%

8x8 X Series ranks higher in 5/5 features

Answering rules

8.3

83%

226 Ratings

7.4

74%

98 Ratings

Call recording

9.2

92%

187 Ratings

7.1

71%

88 Ratings

Call park

7.9

79%

178 Ratings

7.7

77%

72 Ratings

Call screening

8.0

80%

167 Ratings

N/A

0 Ratings

Message alerts

8.7

87%

218 Ratings

7.9

79%

92 Ratings

VoIP system collaboration

8.3

8x8 X Series

83%

8.2

Fuze

82%

8x8 X Series ranks higher in 2/4 features

Video conferencing

7.6

76%

113 Ratings

7.8

78%

76 Ratings

Audio conferencing

8.2

82%

159 Ratings

8.6

86%

89 Ratings

Video screen sharing

8.7

87%

68 Ratings

N/A

0 Ratings

Instant messaging

8.8

88%

90 Ratings

N/A

0 Ratings

Mobile apps

8.5

8x8 X Series

85%

8.3

Fuze

83%

8x8 X Series ranks higher in 2/2 features

Mobile app for iOS

8.5

85%

178 Ratings

8.2

82%

93 Ratings

Mobile app for Android

8.5

85%

137 Ratings

8.4

84%

76 Ratings

Attribute Ratings

8x8 X Series is rated higher in 9 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Performance, Support Rating, In-Person Training, Implementation Rating, Product Scalability

Contract Terms and Pricing Model

7.6

8x8 X Series

76%

8 Ratings

Fuze

N/A

0 Ratings

8x8 X Series

87%

6 Ratings

7.5

Fuze

75%

3 Ratings

8x8 X Series

89%

7 Ratings

Fuze

N/A

0 Ratings

Pros

We love the conference calling since many users are working from home.
The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
Being able to take the phones with us using the app on our cell phones is a bonus.

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Verified User

Administrator in Information Technology

Mechanical Or Industrial Engineering Company, 51-200 employees

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Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.

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Wendy Wilcox

IT Support

BARR Credit ServicesAccounting, 11-50 employees

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Cons

App improvement - connectivity issues
Base level training - new employee handbook/training
Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.

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Verified User

Administrative Assistant in Customer Service

Financial Services Company, 1-10 employees

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Desktop application stability and compatibility with certain hardware.
Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
[The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.

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Verified User

Administrator in Information Technology

Wholesale Company, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$12 Per User/Per Month

8x8 X Series Editions & Modules

Edition

8x8 Express	$12¹
X2	$24¹
X4	$44¹

Per User/Per Month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Starting Price

$15 per month

Fuze Editions & Modules

Edition

US Outbound	$0.02¹
Fuze Meetings	$15²

Per Minute
Per User/Per Month

Additional Pricing Details

https://www.fuze.com/fuze-plans

Likelihood to Renew

8x8 X Series 9.5

Based on 14 answers

Everyone at the company now have the experiance needed to make phone calls, meetings, video conferencing. It's easy to use is unmatched in the industry. It's been a solid product throughout. The phone tree was easy to setup with the implementation team and they guided us throughout the process

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Steve Morin

IT specialist

CHCMedical Practice, 201-500 employees

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Fuze 7.1

Based on 20 answers

Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.

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Verified User

Technician in Information Technology

Staffing & Recruiting Company, 1001-5000 employees

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Usability

8x8 X Series 9.3

Based on 39 answers

Most of the easy day-to-day questions are no longer even questions due to the ease of use and simplified experience on 8x8. Changing voicemail via the desk phone or mobile app could be simplified or match the ease of using the 8x8 desktop app.

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Verified User

Professional in Sales

Telecommunications Company, 11-50 employees

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Fuze 7.4

Based on 12 answers

Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Reliability and Availability

8x8 X Series 9.2

Based on 8 answers

In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.

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Daniel Herrera

IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 8.7

Based on 4 answers

We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you

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Verified User

Administrator in Information Technology

Computer Software Company, 1001-5000 employees

View all 4 answers on this topic

Performance

8x8 X Series 9.3

Based on 8 answers

No problems with performance, Pages load as they should. I can't answer on the reports side as only a handful of our Admins ( call center ) currently use that side of the software. It does intergrate very well with Office for meetings and conferences. Sometimes there is a slight lag or static when users are talking, but we found this to be a cause of a users computer had not restarted in a while, Once the user restarts thier computer the problem is resolved, So this is not an issue with 8x8

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Steve Morin

IT specialist

CHCMedical Practice, 201-500 employees

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Fuze 8.0

Based on 4 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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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Support Rating

8x8 X Series 7.3

Based on 173 answers

I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.

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Verified User

Director in Information Technology

Apparel & Fashion Company, 11-50 employees

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Fuze 7.0

Based on 161 answers

Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.

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John Dennis

Network Administrator

UNICOM Engineering, Inc.Information Technology & Services, 201-500 employees

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In-Person Training

8x8 X Series 10.0

Based on 1 answer

The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group

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Steve Morin

IT specialist

CHCMedical Practice, 201-500 employees

View all 1 answers on this topic

Fuze 8.0

Based on 2 answers

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

No answers yet

No answers on this topic

Fuze 9.0

Based on 2 answers

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 Rating

8x8 X Series 8.6

Based on 12 answers

None that I can think of, Besides the call tree which can get complex, the problems we ran into were not a sticking point seeing the project as a whole was such a great success. One would expect more issues to arise when implementing a whole new phone infrastructure in a company this size

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Steve Morin

IT specialist

CHCMedical Practice, 201-500 employees

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Fuze 7.9

Based on 186 answers

Personally, I didn't have any trouble getting started with Fuze. It was installed on my computer on my first day and I was good to go! Little to no hiccups. I was not with the company when they first adapted Fuze so I can not speak to the implementation as a whole.

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Danielle Bulla

Accounts Payable and Financial Services Coordinator

Rollins CollegeHigher Education, 501-1000 employees

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Alternatives Considered

8x8 X Series had competitive pricing and we absorbed another environment that was already under contract. In an attempt to have a single unified ucaas we migrated to 8x8. Cisco UCM and 3CX were more involved when setting up but gave us the ability to do anything we wanted with our calls. We had more freedom and did not have forced obsolescence with our PC or wireless clients. 8x8 on the other hand was very easy to setup once we had our call routing and flow and requires us to constantly update.

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Daniel Bonilla

IT Manager

BBJ LinenEvents Services, 201-500 employees

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Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.

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Justin Lacroix

Manager, IT Support

SoCleanHealth, Wellness and Fitness, 51-200 employees

View all 115 answers on this topic

Contract Terms and Pricing Model

8x8 X Series 7.6

Based on 8 answers

At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can
adjust for you.

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Jondre Chandler

Sr.Telecom Manager

Acer America Corp.Computer Hardware, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Scalability

8x8 X Series 8.7

Based on 6 answers

We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.

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Daniel Herrera

IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 7.5

Based on 3 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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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Professional Services

8x8 X Series 8.9

Based on 7 answers

PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.

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Steve Morin

IT specialist

CHCMedical Practice, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

8x8 [X Series] has been a staple for our organization for years, while it has worked, it has become dated and requires a massive update.
The latest update took us offline for 72 hours. Despite adhering to the instructions given in the update email.
Mobile and desktop apps do not function properly. The "Helper Tool" does not work and is a nuisance.

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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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Mikey Romero

Helpdesk Manager

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

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8x8 X Series

Fuze

8x8 X Series

Fuze

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 X Series

Fuze

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 X Series

Fuze

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

8x8 X Series

Fuze

Mobile app for iOS

Mobile app for Android

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

8x8 X Series

Fuze

Likelihood to Recommend

8x8 X Series

Fuze

Pros

8x8 X Series

Fuze

Cons

8x8 X Series

Fuze

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

8x8 X Series Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Fuze Editions & Modules

Edition

Additional Pricing Details

Likelihood to Renew

8x8 X Series