What users are saying about
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Top Rated
197 Ratings
24 Ratings
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Score 8.4 out of 100

Fuze

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Top Rated
197 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Fuze

Fuze provides a great platform for a large number of users to communicate effectively with candidates and clients. It also provides good meeting functionality and the ability for managers to report call times and usage is a very helpful tool, particularly in sales. The Hub is becoming more intuitive and hopefully, the portal will follow in the future.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Fuze
Agent dashboard
Webex Contact Center
7.7
Fuze
Validate callers
Webex Contact Center
8.9
Fuze
Outbound response
Webex Contact Center
8.8
Fuze
Call forwarding
Webex Contact Center
9.1
Fuze
Click-to-call (CTC)
Webex Contact Center
8.8
Fuze
Warm transfer
Webex Contact Center
7.7
Fuze
Predictive dialing
Webex Contact Center
8.3
Fuze
Interactive voice response
Webex Contact Center
9.1
Fuze
REST APIs
Webex Contact Center
9.1
Fuze
Call scripts
Webex Contact Center
7.3
Fuze
Call tracking
Webex Contact Center
7.9
Fuze
Multichannel integration
Webex Contact Center
7.7
Fuze
CRM software integration
Webex Contact Center
7.9
Fuze

Workforce Optimization (WFO)

Webex Contact Center
8.6
Fuze
Inbound call routing
Webex Contact Center
9.1
Fuze
Omnichannel inbound routing
Webex Contact Center
8.5
Fuze
Recording
Webex Contact Center
7.5
Fuze
Quality management
Webex Contact Center
9.1
Fuze
Call analytics
Webex Contact Center
7.7
Fuze
Historical reporting
Webex Contact Center
7.9
Fuze
Live reporting
Webex Contact Center
9.1
Fuze
Customer surveys
Webex Contact Center
9.1
Fuze
Customer interaction analytics
Webex Contact Center
9.1
Fuze

Cloud PBX

Webex Contact Center
Fuze
7.2
Hosted PBX
Webex Contact Center
Fuze
7.2
Multi-level Interactive Voice Response (IVR)
Webex Contact Center
Fuze
6.8
User templates
Webex Contact Center
Fuze
7.1
Call reports
Webex Contact Center
Fuze
7.2
Directory of employee names
Webex Contact Center
Fuze
7.7

Call Management

Webex Contact Center
Fuze
7.5
Answering rules
Webex Contact Center
Fuze
7.6
Call recording
Webex Contact Center
Fuze
7.2
Call park
Webex Contact Center
Fuze
7.7
Message alerts
Webex Contact Center
Fuze
7.6

VoIP system collaboration

Webex Contact Center
Fuze
7.9
Video conferencing
Webex Contact Center
Fuze
7.5
Audio conferencing
Webex Contact Center
Fuze
8.4

Mobile apps

Webex Contact Center
Fuze
8.1
Mobile app for iOS
Webex Contact Center
Fuze
8.0
Mobile app for Android
Webex Contact Center
Fuze
8.2

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | 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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | 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

Webex Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 6.4
Based on 19 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

Webex Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.3
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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 6.8
Based on 94 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

Webex Contact Center

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

Webex Contact Center

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.6
Based on 114 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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Webex Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.1
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

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
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

Webex Contact Center

General

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

Webex Contact Center 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
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

Webex Contact Center
7.4
Fuze
7.3

Likelihood to Renew

Webex Contact Center
Fuze
6.4

Usability

Webex Contact Center
Fuze
7.3

Reliability and Availability

Webex Contact Center
Fuze
8.5

Performance

Webex Contact Center
Fuze
8.0

Support Rating

Webex Contact Center
Fuze
6.8

In-Person Training

Webex Contact Center
Fuze
8.0

Online Training

Webex Contact Center
Fuze
9.0

Implementation Rating

Webex Contact Center
Fuze
7.6

Scalability

Webex Contact Center
Fuze
7.1

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