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

Fuze

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Top Rated
196 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Contact Center Software

    9.0

    Avaya OneCloud CCaaS

    90%

    Fuze

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 13/13 features

    Agent dashboard

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Validate callers

    9.2
    92%
    25 Ratings
    N/A
    0 Ratings

    Outbound response

    9.0
    90%
    24 Ratings
    N/A
    0 Ratings

    Call forwarding

    9.3
    93%
    26 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    21 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    REST APIs

    9.1
    91%
    20 Ratings
    N/A
    0 Ratings

    Call scripts

    9.3
    93%
    22 Ratings
    N/A
    0 Ratings

    Call tracking

    9.3
    93%
    25 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.2
    92%
    23 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.0

    Avaya OneCloud CCaaS

    90%

    Fuze

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 9/9 features

    Inbound call routing

    9.4
    94%
    28 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    26 Ratings
    N/A
    0 Ratings

    Quality management

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Call analytics

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Live reporting

    9.1
    91%
    26 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.0
    90%
    23 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.9
    89%
    23 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    7.3

    Fuze

    73%
    Fuze ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    7.1
    71%
    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
    7.4
    74%
    91 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.1
    81%
    106 Ratings

    Call Management

    Avaya OneCloud CCaaS

    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
    7.6
    76%
    72 Ratings

    Message alerts

    N/A
    0 Ratings
    7.9
    79%
    92 Ratings

    VoIP system collaboration

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    8.3

    Fuze

    83%
    Fuze ranks higher in 2/2 features

    Video conferencing

    N/A
    0 Ratings
    7.9
    79%
    76 Ratings

    Audio conferencing

    N/A
    0 Ratings
    8.6
    86%
    89 Ratings

    Mobile apps

    Avaya OneCloud CCaaS

    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

    • Avaya OneCloud CCaaS is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Performance, Implementation Rating
    • Fuze is rated higher in 2 areas: Availability, Support Rating

    Likelihood to Recommend

    8.5

    Avaya OneCloud CCaaS

    85%
    45 Ratings
    7.4

    Fuze

    74%
    115 Ratings

    Likelihood to Renew

    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings
    7.2

    Fuze

    72%
    20 Ratings

    Usability

    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings
    7.3

    Fuze

    73%
    12 Ratings

    Availability

    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings
    8.8

    Fuze

    88%
    4 Ratings

    Performance

    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings
    8.0

    Fuze

    80%
    4 Ratings

    Support Rating

    6.1

    Avaya OneCloud CCaaS

    61%
    6 Ratings
    7.1

    Fuze

    71%
    161 Ratings

    In-Person Training

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    2 Ratings

    Online Training

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    9.0

    Fuze

    90%
    2 Ratings

    Implementation Rating

    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings
    7.9

    Fuze

    79%
    186 Ratings

    Configurability

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    8.5

    Fuze

    85%
    3 Ratings

    Ease of integration

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    3 Ratings

    Product Scalability

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    7.7

    Fuze

    77%
    3 Ratings

    Vendor post-sale

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    8.4

    Fuze

    84%
    3 Ratings

    Vendor pre-sale

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    3 Ratings

    Likelihood to Recommend

    Avaya

    CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
    Read full review

    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.
    Read full review

    Pros

    Avaya

    • 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.
    Read full review

    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.
    Read full review

    Cons

    Avaya

    • 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.
    Read full review

    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.
    Read full review

    Pricing Details

    Avaya OneCloud CCaaS

    Starting Price

    $48 per month

    Editions & Modules

    Avaya OneCloud CCaaS editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required

      Additional Details

      Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

      Pricing Info

      Fuze

      Starting Price

      $15 per month

      Editions & Modules

      Fuze editions and modules pricing
      EditionModules
      US Outbound$0.021
      Fuze Meetings152

      Footnotes

      1. Per Minute
      2. Per User/Per Month

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required

      Additional Details

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

      Likelihood to Renew

      Avaya

      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.
      Read full review

      Fuze

      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.
      Read full review

      Usability

      Avaya

      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.
      Read full review

      Fuze

      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.
      Read full review

      Reliability and Availability

      Avaya

      No answers on this topic

      Fuze

      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
      Read full review

      Performance

      Avaya

      No answers on this topic

      Fuze

      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.
      Read full review

      Support Rating

      Avaya

      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.
      Read full review

      Fuze

      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.
      Read full review

      In-Person Training

      Avaya

      No answers on this topic

      Fuze

      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.
      Read full review

      Online Training

      Avaya

      No answers on this topic

      Fuze

      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.
      Read full review

      Implementation Rating

      Avaya

      No answers on this topic

      Fuze

      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.
      Read full review

      Alternatives Considered

      Avaya

      Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
      Read full review

      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.
      Read full review

      Scalability

      Avaya

      No answers on this topic

      Fuze

      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.
      Read full review

      Return on Investment

      Avaya

      • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
      • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
      • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
      Read full review

      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.
      Read full review

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