What users are saying about
Top Rated
197 Ratings
51 Ratings
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Score 9.3 out of 100
Top Rated
197 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Contact Center Software

    9.2

    Webex Contact Center

    92%

    Fuze

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    Fuze

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Webex Contact Center

    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

    Webex Contact Center

    Feature Set Not Supported
    N/A
    7.4

    Fuze

    74%
    Fuze ranks higher in 4/4 features

    Answering rules

    N/A
    0 Ratings
    7.2
    72%
    98 Ratings

    Call recording

    N/A
    0 Ratings
    6.9
    69%
    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

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.3

    Fuze

    83%
    Fuze ranks higher in 2/2 features

    Video conferencing

    N/A
    0 Ratings
    8.0
    80%
    76 Ratings

    Audio conferencing

    N/A
    0 Ratings
    8.6
    86%
    89 Ratings

    Mobile apps

    Webex Contact Center

    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
    8.1
    81%
    93 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    8.4
    84%
    76 Ratings

    Attribute Ratings

    • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.7

    Webex Contact Center

    97%
    12 Ratings
    7.3

    Fuze

    73%
    115 Ratings

    Likelihood to Renew

    Webex Contact Center

    N/A
    0 Ratings
    7.2

    Fuze

    72%
    20 Ratings

    Usability

    Webex Contact Center

    N/A
    0 Ratings
    7.3

    Fuze

    73%
    12 Ratings

    Availability

    Webex Contact Center

    N/A
    0 Ratings
    8.9

    Fuze

    89%
    4 Ratings

    Performance

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    4 Ratings

    Support Rating

    Webex Contact Center

    N/A
    0 Ratings
    7.1

    Fuze

    71%
    161 Ratings

    In-Person Training

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    2 Ratings

    Online Training

    Webex Contact Center

    N/A
    0 Ratings
    9.0

    Fuze

    90%
    2 Ratings

    Implementation Rating

    Webex Contact Center

    N/A
    0 Ratings
    7.9

    Fuze

    79%
    186 Ratings

    Configurability

    Webex Contact Center

    N/A
    0 Ratings
    8.6

    Fuze

    86%
    3 Ratings

    Ease of integration

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    3 Ratings

    Product Scalability

    Webex Contact Center

    N/A
    0 Ratings
    7.7

    Fuze

    77%
    3 Ratings

    Vendor post-sale

    Webex Contact Center

    N/A
    0 Ratings
    8.4

    Fuze

    84%
    3 Ratings

    Vendor pre-sale

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    3 Ratings

    Likelihood to Recommend

    Cisco

    It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
    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

    Cisco

    • Simple and easy to use dashboard
    • Auto generation of transcripts
    • AI supporting the operator as a virtual assistant
    • Well suited for a large number of user
    • Customer support
    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

    Cisco

    • The chat space could be improved within the call rooms to be able to share quick writings.
    • In international calls there are usually failures, especially audio.
    • Being able to have an unlimited number of users at the same time in basic rooms.
    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

    Webex Contact Center

    Starting Price

    Editions & Modules

    Webex Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talk to Expert

      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

      Cisco

      No answers on this topic

      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

      Cisco

      No answers on this topic

      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

      Cisco

      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

      Cisco

      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

      Cisco

      No answers on this topic

      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

      Cisco

      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

      Cisco

      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

      Cisco

      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

      Cisco

      Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
      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

      Cisco

      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

      Cisco

      • It doesn't take a lot of investment to train new Webex users.
      • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
      • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
      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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