What users are saying about

Fuze<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

90 Ratings

Aspect Unified IP

9 Ratings
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Score 7.6 out of 101

Fuze<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

90 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.1 out of 101

Add comparison

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Fuze

Fuze is very well suited for audio/video conferencing where attendees are spread around the globe. It is the best suited for enterprise where people have to jump from one call to another one after that other. In which case you can just add that person to an ongoing call. It is less appropriate for business that are bases locally and very appropriate for businesses that are spread around the country and in the North American continent.
Jigar Patel profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Fuze
Agent dashboard
Aspect Unified IP
8.5
Fuze
Validate callers
Aspect Unified IP
9.0
Fuze
Outbound response
Aspect Unified IP
9.0
Fuze
Call forwarding
Aspect Unified IP
9.0
Fuze
Click-to-call (CTC)
Aspect Unified IP
9.5
Fuze
Warm transfer
Aspect Unified IP
9.0
Fuze
Predictive dialing
Aspect Unified IP
9.5
Fuze
Interactive voice response
Aspect Unified IP
9.0
Fuze
REST APIs
Aspect Unified IP
9.0
Fuze
Call scripts
Aspect Unified IP
9.0
Fuze
Call tracking
Aspect Unified IP
9.5
Fuze
Multichannel integration
Aspect Unified IP
8.0
Fuze
CRM software integration
Aspect Unified IP
8.5
Fuze

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Fuze
Inbound call routing
Aspect Unified IP
9.0
Fuze
Omnichannel inbound routing
Aspect Unified IP
8.0
Fuze
Recording
Aspect Unified IP
9.5
Fuze
Quality management
Aspect Unified IP
9.0
Fuze
Call analytics
Aspect Unified IP
8.5
Fuze
Historical reporting
Aspect Unified IP
7.5
Fuze
Live reporting
Aspect Unified IP
7.5
Fuze
Customer surveys
Aspect Unified IP
8.5
Fuze
Customer interaction analytics
Aspect Unified IP
9.0
Fuze

Cloud PBX

Aspect Unified IP
Fuze
6.9
Hosted PBX
Aspect Unified IP
Fuze
7.6
Multi-level Interactive Voice Response (IVR)
Aspect Unified IP
Fuze
7.4
User templates
Aspect Unified IP
Fuze
6.2
Call reports
Aspect Unified IP
Fuze
6.4
Directory of employee names
Aspect Unified IP
Fuze
6.8

Call Management

Aspect Unified IP
Fuze
7.3
Answering rules
Aspect Unified IP
Fuze
7.3
Call recording
Aspect Unified IP
Fuze
7.5
Call park
Aspect Unified IP
Fuze
7.5
Message alerts
Aspect Unified IP
Fuze
7.0

VoIP system collaboration

Aspect Unified IP
Fuze
7.9
Video conferencing
Aspect Unified IP
Fuze
7.6
Audio conferencing
Aspect Unified IP
Fuze
8.2

Mobile apps

Aspect Unified IP
Fuze
7.7
Mobile app for iOS
Aspect Unified IP
Fuze
7.7
Mobile app for Android
Aspect Unified IP
Fuze
7.8

Pros

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda profile photo
  • One of the most useful features is the MERGE. It allows you to combine two ongoing calls if they are people from the same company calling you for a similar issue or if you were trying to connect to more than one people at the same time.
  • Crystal clear sound and pitch perfect video. Better than any other tool out there on the market. I have experienced that the video and audio quality is way better than Skype. I can say that because we use both.
  • One of the other useful features is the ADD feature. It allows you to add other attendees to an already ongoing calls. Unlike other tools with Fuze you do not need have a new call initiated to add one extra person or someone who wants to jump in for a call in the middle. You can do it on the go! I love that feature of Fuze.
Jigar Patel profile photo

Cons

  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
Joseph Burda profile photo
  • There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
  • I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.
Jigar Patel profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Fuze7.1
Based on 9 answers
We have had some challenges with support from Fuze for some of the call center monitoring technologies. Improvements are being made, however there is a degree of disappointment.
Jeffrey White profile photo

Usability

No score
No answers yet
No answers on this topic
Fuze6.5
Based on 4 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.
D. SKye Hodges profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Fuze9.1
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

No score
No answers yet
No answers on this topic
Fuze9.1
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

No score
No answers yet
No answers on this topic
Fuze6.3
Based on 47 answers
Fuze support has been evolving, we were first able to reach an engineer that could solve the problem immediately, but that sometimes resulted in long hold times. Now they have all calls go to a group where they get answered almost immediately, that team opens the support ticket and most times tries to connect you with a live support engineer. I look forward to them continuing to evolve.
D. SKye Hodges profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Fuze9.1
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

No score
No answers yet
No answers on this topic
Fuze9.1
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

No score
No answers yet
No answers on this topic
Fuze7.8
Based on 46 answers
The implementation process as a while was handled very well. The critical services always worked day one while porting the numbers. The one complaint I have would be lack of attention on the paging system services as this turned out to be more critical to our business than originally anticipated and there were usually always problems getting it working day-one.
Nick Cooper profile photo

Alternatives Considered

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo
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

No score
No answers yet
No answers on this topic
Fuze9.1
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

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda profile photo
  • 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.
Mikey Romero profile photo

Pricing Details

Aspect Unified IP

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

Aspect Unified IP More Information

Fuze

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

Fuze More Information