What users are saying about
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Top Rated
196 Ratings
25 Ratings
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Score 7.9 out of 100

Fuze

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Top Rated
196 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    Aspect Unified IP

    74%

    Fuze

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 13/13 features

    Agent dashboard

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Validate callers

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Outbound response

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call forwarding

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Interactive voice response

    5.0
    50%
    3 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call scripts

    4.0
    40%
    3 Ratings
    N/A
    0 Ratings

    Call tracking

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    2 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    Aspect Unified IP

    85%

    Fuze

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.1
    81%
    2 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Quality management

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Call analytics

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Live reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    7.3

    Fuze

    73%
    Fuze ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    7.2
    72%
    77 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    7.1
    71%
    72 Ratings

    User templates

    N/A
    0 Ratings
    6.8
    68%
    59 Ratings

    Call reports

    N/A
    0 Ratings
    7.5
    75%
    91 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.1
    81%
    106 Ratings

    Call Management

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    7.5

    Fuze

    75%
    Fuze ranks higher in 4/4 features

    Answering rules

    N/A
    0 Ratings
    7.3
    73%
    98 Ratings

    Call recording

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Call park

    N/A
    0 Ratings
    7.7
    77%
    72 Ratings

    Message alerts

    N/A
    0 Ratings
    7.9
    79%
    92 Ratings

    VoIP system collaboration

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    8.2

    Fuze

    82%
    Fuze ranks higher in 2/2 features

    Video conferencing

    N/A
    0 Ratings
    7.8
    78%
    76 Ratings

    Audio conferencing

    N/A
    0 Ratings
    8.6
    86%
    89 Ratings

    Mobile apps

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    8.3

    Fuze

    83%
    Fuze ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    8.2
    82%
    93 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    8.4
    84%
    76 Ratings

    Attribute Ratings

    • Fuze is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    7.0

    Aspect Unified IP

    70%
    4 Ratings
    7.4

    Fuze

    74%
    115 Ratings

    Likelihood to Renew

    7.0

    Aspect Unified IP

    70%
    1 Rating
    7.2

    Fuze

    72%
    20 Ratings

    Usability

    Aspect Unified IP

    N/A
    0 Ratings
    7.4

    Fuze

    74%
    12 Ratings

    Availability

    Aspect Unified IP

    N/A
    0 Ratings
    8.8

    Fuze

    88%
    4 Ratings

    Performance

    Aspect Unified IP

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    4 Ratings

    Support Rating

    Aspect Unified IP

    N/A
    0 Ratings
    7.1

    Fuze

    71%
    161 Ratings

    In-Person Training

    Aspect Unified IP

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    2 Ratings

    Online Training

    Aspect Unified IP

    N/A
    0 Ratings
    9.0

    Fuze

    90%
    2 Ratings

    Implementation Rating

    Aspect Unified IP

    N/A
    0 Ratings
    7.9

    Fuze

    79%
    186 Ratings

    Product Scalability

    Aspect Unified IP

    N/A
    0 Ratings
    7.6

    Fuze

    76%
    3 Ratings

    Likelihood to Recommend

    Aspect Unified IP

    Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
    Anonymous | TrustRadius Reviewer

    Fuze

    Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.
    Howard Feist | TrustRadius Reviewer

    Pros

    Aspect Unified IP

    • 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 | TrustRadius Reviewer

    Fuze

    • 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.
    Wendy Wilcox | TrustRadius Reviewer

    Cons

    Aspect Unified IP

    • The reports are very basic.
    • There may be a broader reporting line, perhaps with more detailed records.
    Jose Raul Faria | TrustRadius Reviewer

    Fuze

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Aspect Unified IP

    General

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

    Starting Price

    Aspect Unified IP Editions & Modules

    Additional Pricing Details

    Fuze

    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
    1. Per Minute
    2. Per User/Per Month
    Additional Pricing Details
    https://www.fuze.com/fuze-plans

    Likelihood to Renew

    Aspect Unified IP

    Aspect Unified IP 7.0
    Based on 1 answer
    Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
    Anonymous | TrustRadius Reviewer

    Fuze

    Fuze 7.2
    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.
    Anonymous | TrustRadius Reviewer

    Usability

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Reliability and Availability

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    Fuze 8.8
    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
    Anonymous | TrustRadius Reviewer

    Performance

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Support Rating

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    Fuze 7.1
    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.
    John Dennis | TrustRadius Reviewer

    In-Person Training

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Online Training

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Implementation Rating

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    Danielle Bulla | TrustRadius Reviewer

    Alternatives Considered

    Aspect Unified IP

    We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
    Bhosale Deepak | TrustRadius Reviewer

    Fuze

    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.
    Justin Lacroix | TrustRadius Reviewer

    Scalability

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Fuze

    Fuze 7.6
    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.
    D. SKye Hodges | TrustRadius Reviewer

    Return on Investment

    Aspect Unified IP

    • 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 | TrustRadius Reviewer

    Fuze

    • 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 | TrustRadius Reviewer

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