What users are saying about
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Top Rated
169 Ratings
134 Ratings
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Score 6.9 out of 100

Fuze

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Top Rated
169 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Fuze

Fuze is great for a smaller company that does not frequently meet with outside third parties. When meeting with third parties Fuze is not as well known as Microsoft Teams or Zoom, so one of those is usually preferred. Fuze is a great softphone program that allows employees to instant message, text message and communicate form their web browser or a free mobile app to be able to make calls and send texts from their work phone number all from within the app.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Fuze
Agent dashboard
Avaya OneCloud CCaaS
8.6
Fuze
Validate callers
Avaya OneCloud CCaaS
8.1
Fuze
Outbound response
Avaya OneCloud CCaaS
8.9
Fuze
Call forwarding
Avaya OneCloud CCaaS
8.8
Fuze
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Fuze
Warm transfer
Avaya OneCloud CCaaS
8.8
Fuze
Predictive dialing
Avaya OneCloud CCaaS
7.1
Fuze
Interactive voice response
Avaya OneCloud CCaaS
9.0
Fuze
REST APIs
Avaya OneCloud CCaaS
8.3
Fuze
Call scripts
Avaya OneCloud CCaaS
8.7
Fuze
Call tracking
Avaya OneCloud CCaaS
9.0
Fuze
Multichannel integration
Avaya OneCloud CCaaS
8.4
Fuze
CRM software integration
Avaya OneCloud CCaaS
7.8
Fuze

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Fuze
Inbound call routing
Avaya OneCloud CCaaS
8.1
Fuze
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Fuze
Recording
Avaya OneCloud CCaaS
8.9
Fuze
Quality management
Avaya OneCloud CCaaS
8.8
Fuze
Call analytics
Avaya OneCloud CCaaS
8.3
Fuze
Historical reporting
Avaya OneCloud CCaaS
8.5
Fuze
Live reporting
Avaya OneCloud CCaaS
8.5
Fuze
Customer surveys
Avaya OneCloud CCaaS
8.5
Fuze
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Fuze

Cloud PBX

Avaya OneCloud CCaaS
Fuze
7.4
Hosted PBX
Avaya OneCloud CCaaS
Fuze
7.9
Multi-level Interactive Voice Response (IVR)
Avaya OneCloud CCaaS
Fuze
7.1
User templates
Avaya OneCloud CCaaS
Fuze
7.2
Call reports
Avaya OneCloud CCaaS
Fuze
7.4
Directory of employee names
Avaya OneCloud CCaaS
Fuze
7.5

Call Management

Avaya OneCloud CCaaS
Fuze
7.7
Answering rules
Avaya OneCloud CCaaS
Fuze
7.8
Call recording
Avaya OneCloud CCaaS
Fuze
7.6
Call park
Avaya OneCloud CCaaS
Fuze
8.0
Message alerts
Avaya OneCloud CCaaS
Fuze
7.5

VoIP system collaboration

Avaya OneCloud CCaaS
Fuze
7.6
Video conferencing
Avaya OneCloud CCaaS
Fuze
6.9
Audio conferencing
Avaya OneCloud CCaaS
Fuze
8.3

Mobile apps

Avaya OneCloud CCaaS
Fuze
8.0
Mobile app for iOS
Avaya OneCloud CCaaS
Fuze
8.2
Mobile app for Android
Avaya OneCloud CCaaS
Fuze
7.9

Pros

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Fuze

  • Availability to use your work number anytime anywhere. Our recruiters make themselves available as much as they can. Being able to answer calls from their worklines while not in the office and make calls from their work numbers is a big deal.
  • Setting up new phones and numbers is very easy with their hub. I don't always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.
  • Their support team is great as well. If I do need to get help with an issue their support team is quick to respond and very knowledgeable about their systems. Their team is also able to fix most support cases within the same day.
David Scalise | TrustRadius Reviewer

Cons

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Fuze

  • Android and iOS apps do not always handle disruptions from other phone activities well. Inbound phone calls and changes to Bluetooth connections (earpiece to car, for example) can foul up an ongoing meeting.
  • We would love the ability to easily move calls between devices -- Software to desk phone, desk phone to mobile client, etc. Fuze has made some improvements in this area, but there are still a couple of missing pieces.
  • The Fuze Meetings module is still a bit behind the major players like WebEx, Zoom, etc., in features and general usability.
John Dennis | TrustRadius Reviewer

Likelihood to Renew

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Fuze

Fuze 6.1
Based on 17 answers
Cost and support and the primary driving factors. The management team has been extremely responsive and assisting even with the obstacles and hurdles we experienced during implementation. We are still learning how best to manage the solution and comfort and pleasure with the solution will increase as our knowledge and skillsets improve.
Anonymous | TrustRadius Reviewer

Usability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Fuze

Fuze 7.4
Based on 10 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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

Fuze

Fuze 8.5
Based on 3 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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

Fuze

Fuze 8.0
Based on 3 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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Fuze

Fuze 6.5
Based on 93 answers
I think it is improving but as I said previously there is a stress on the billing side of the business which gives a perhaps unfairly poor impression of support. The recent interaction that I have had with Support is definitely better and from my experience as good as it has been.
Anonymous | TrustRadius Reviewer

In-Person Training

Avaya OneCloud CCaaS

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

Avaya OneCloud CCaaS

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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

Fuze

Fuze 7.4
Based on 99 answers
I am very well satisfied with the Fuze implementation at our company. It is really easy to set up. It's a straight up process and requires very minimal oversight. I will also like to say that the implementation was fairly quick. Also the UI is very easy to go around. You can easily find any feature in particular that you were searching for.
Jigar Patel | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Fuze

Post deployment we're currently reviewing the other unified communications solutions as Fuze is expensive per user when compared to other options available. Fuze has an advantage due to its PBX capabilities however licensing for non-PBX users is considerably higher then other vendors.
Anonymous | TrustRadius Reviewer

Scalability

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.0
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

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | 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

Pricing Details

Avaya OneCloud CCaaS

General

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

Avaya OneCloud CCaaS Editions & Modules

Additional Pricing Details

Fuze

General

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

Fuze Editions & Modules

Edition
US Outbound$0.021
Canada Outbound$0.021
UK Outbound$0.011
  1. Per Minute
Additional Pricing Details
https://www.fuze.com/fuze-plans

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Fuze
7.5

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Fuze
6.1

Usability

Avaya OneCloud CCaaS
8.0
Fuze
7.4

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Fuze
8.5

Performance

Avaya OneCloud CCaaS
10.0
Fuze
8.0

Support Rating

Avaya OneCloud CCaaS
7.7
Fuze
6.5

In-Person Training

Avaya OneCloud CCaaS
Fuze
8.0

Online Training

Avaya OneCloud CCaaS
Fuze
9.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
Fuze
7.4

Scalability

Avaya OneCloud CCaaS
Fuze
7.0

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