What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
178 Ratings
195 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

Fuze

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
178 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.6 out of 100

Likelihood to Recommend

BeyondTrust Remote Support (Legacy)

I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.
Anonymous | TrustRadius Reviewer

Fuze

We are a commercial collection agency involving sales and collections. We can control our call flows depending on if the incoming call is from Collections or Sales; control how our outbound caller ID shows. We can easily block calls if a debtor is getting irate. We can add or remove the inbound message to suit our needs. You can easily change your personal voicemail. You can have your manager easily pull any call or listen to another user's voicemail if they are out or on vacation. You can easily forward your phone to your cell or add the mobile app on your cell so all calls are recorded. It is just wonderful and we use it ALL.
Wendy Wilcox | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

BeyondTrust Remote Support (Legacy)
8.8
Fuze
Screen sharing
BeyondTrust Remote Support (Legacy)
9.6
Fuze
File transfer
BeyondTrust Remote Support (Legacy)
8.7
Fuze
Instant message
BeyondTrust Remote Support (Legacy)
7.7
Fuze
Secure remote access with Smart Card authentication
BeyondTrust Remote Support (Legacy)
9.0
Fuze
Access to sleeping/powered-off computers
BeyondTrust Remote Support (Legacy)
7.5
Fuze
Over-the-Internet remote session
BeyondTrust Remote Support (Legacy)
9.6
Fuze
Initiate remote control from mobile
BeyondTrust Remote Support (Legacy)
8.6
Fuze
Remote management of servers & workstations
BeyondTrust Remote Support (Legacy)
9.6
Fuze
Remote Active Directory® management
BeyondTrust Remote Support (Legacy)
9.3
Fuze
Centralized management dashboard
BeyondTrust Remote Support (Legacy)
9.1
Fuze
Session record
BeyondTrust Remote Support (Legacy)
9.1
Fuze
Annotations
BeyondTrust Remote Support (Legacy)
9.3
Fuze
Monitoring and Alerts
BeyondTrust Remote Support (Legacy)
8.9
Fuze
Multi-platform remote control
BeyondTrust Remote Support (Legacy)
7.9
Fuze

Cloud PBX

BeyondTrust Remote Support (Legacy)
Fuze
7.4
Hosted PBX
BeyondTrust Remote Support (Legacy)
Fuze
7.7
Multi-level Interactive Voice Response (IVR)
BeyondTrust Remote Support (Legacy)
Fuze
7.0
User templates
BeyondTrust Remote Support (Legacy)
Fuze
7.1
Call reports
BeyondTrust Remote Support (Legacy)
Fuze
7.4
Directory of employee names
BeyondTrust Remote Support (Legacy)
Fuze
7.8

Call Management

BeyondTrust Remote Support (Legacy)
Fuze
7.7
Answering rules
BeyondTrust Remote Support (Legacy)
Fuze
7.8
Call recording
BeyondTrust Remote Support (Legacy)
Fuze
7.7
Call park
BeyondTrust Remote Support (Legacy)
Fuze
7.9
Message alerts
BeyondTrust Remote Support (Legacy)
Fuze
7.4

VoIP system collaboration

BeyondTrust Remote Support (Legacy)
Fuze
7.6
Video conferencing
BeyondTrust Remote Support (Legacy)
Fuze
6.9
Audio conferencing
BeyondTrust Remote Support (Legacy)
Fuze
8.2

Mobile apps

BeyondTrust Remote Support (Legacy)
Fuze
8.0
Mobile app for iOS
BeyondTrust Remote Support (Legacy)
Fuze
8.1
Mobile app for Android
BeyondTrust Remote Support (Legacy)
Fuze
7.8

Pros

BeyondTrust Remote Support (Legacy)

  • Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
  • Remote access to the end point as long as they have internet access.
  • Administration, permissions in the setup are easy to follow, creating jump groups, policies.
Randy MacFarland | 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

BeyondTrust Remote Support (Legacy)

  • The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
  • The rep client software can be a little buggy. Some times it crashes or locks up when using it.
  • The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.
Patrick Cranston | 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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 64 answers
We have many reasons to keep our Bomgar. Security is one of the biggest reasons. Not only is Bomgar one of the most secure means to connect remotely, it also records everything you do so there is no question as to what is going on or who is doing it. If an end user has a complaint, you have the tools to validate which party did what and when.
Kevin Baldwin | TrustRadius Reviewer

Fuze

Fuze 6.1
Based on 18 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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.7
Based on 25 answers
Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
D. SKye Hodges | TrustRadius Reviewer

Fuze

Fuze 7.3
Based on 11 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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 18 answers
The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
Tracy Roberts | TrustRadius Reviewer

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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.4
Based on 14 answers
There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.
D. SKye Hodges | TrustRadius Reviewer

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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.7
Based on 54 answers
The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable
Kathryn McTaggart | TrustRadius Reviewer

Fuze

Fuze 6.6
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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 1 answer
we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
D. SKye Hodges | TrustRadius Reviewer

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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 3 answers
Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
D. SKye Hodges | TrustRadius Reviewer

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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 39 answers
It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first
Peter Jurhs | TrustRadius Reviewer

Fuze

Fuze 7.5
Based on 103 answers
I wasn’t apart of the implementation, but I heard it was painful and a little rough. After I took over, I noticed lots of stuff half put together and not in use. I eventually went in and cleaned it all up, but it wasn’t the most fun process.
Justin Lacroix | TrustRadius Reviewer

Alternatives Considered

BeyondTrust Remote Support (Legacy)

Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when employees have issues with passwords or registration and they need a little assistance. And [BeyondTrust Remote Support (Legacy)] works across many platforms and devices. We have also used GoToAssist in the past and Log Me In, but this is the best
Anonymous | 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

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 5 answers
Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.
D. SKye Hodges | TrustRadius Reviewer

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

BeyondTrust Remote Support (Legacy)

  • Feedback from customer surveys indicate the customers are very happy and impressed with the solution.
  • Efficiency is increased with more incidents and requests being completed from the desk rather than visiting.
  • Faster resolution of incidents where the users is out of the office. Typically these would need to wait until they were in the office, now we can remote control and resolve via an internet connection.
Stevie Watson | 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

BeyondTrust Remote Support (Legacy)

General

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

BeyondTrust Remote Support (Legacy) Editions & Modules

Edition
Bomgar Connect$49/mo per license
    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
    Fuze Meetings$152
    1. Per Minute
    2. Per User/Per Month
    Additional Pricing Details
    https://www.fuze.com/fuze-plans

    Rating Summary

    Likelihood to Recommend

    BeyondTrust Remote Support (Legacy)
    8.9
    Fuze
    7.4

    Likelihood to Renew

    BeyondTrust Remote Support (Legacy)
    10.0
    Fuze
    6.1

    Usability

    BeyondTrust Remote Support (Legacy)
    8.7
    Fuze
    7.3

    Reliability and Availability

    BeyondTrust Remote Support (Legacy)
    8.8
    Fuze
    8.5

    Performance

    BeyondTrust Remote Support (Legacy)
    8.4
    Fuze
    8.0

    Support Rating

    BeyondTrust Remote Support (Legacy)
    9.7
    Fuze
    6.6

    In-Person Training

    BeyondTrust Remote Support (Legacy)
    9.1
    Fuze
    8.0

    Online Training

    BeyondTrust Remote Support (Legacy)
    8.8
    Fuze
    9.0

    Implementation Rating

    BeyondTrust Remote Support (Legacy)
    10.0
    Fuze
    7.5

    Scalability

    BeyondTrust Remote Support (Legacy)
    9.1
    Fuze
    7.0

    Add comparison