What users are saying about

Fuze

Fuze
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Top Rated
168 Ratings

Fuze

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Top Rated
168 Ratings
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Score 7.6 out of 100

Based on 168 reviews and ratings

Likelihood to Recommend

Fuze

  • There are limitations on the size and scope of the auto attendant so it is not recommended for companies who have more than 3 menu options.
  • Testing of functionality and keeping data clean for management does not exist (I have spent 100's of hours cleaning up professional services).
  • Great for corporate environments with high bandwidth locations, not so great on slow bandwidth (T1/DSL).
  • Fuze Portal does not allow deleting of multiple menu's, call flows, schedules, or ring groups so it is labor intensive to manage.
  • A lot of data can be extrapolated from Discover, but takes work learning how to use it.

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Anonymous | TrustRadius Reviewer
Verified User
View all 93 answers on this topic

Feature Rating Comparison

Cloud PBX

Fuze
7.3
Hosted PBX
Fuze
7.9
Multi-level Interactive Voice Response (IVR)
Fuze
7.0
User templates
Fuze
7.1
Call reports
Fuze
7.2
Directory of employee names
Fuze
7.3

Call Management

Fuze
7.6
Answering rules
Fuze
7.8
Call recording
Fuze
7.5
Call park
Fuze
7.8
Message alerts
Fuze
7.4

VoIP system collaboration

Fuze
7.5
Video conferencing
Fuze
6.9
Audio conferencing
Fuze
8.1

Mobile apps

Fuze
8.0
Mobile app for iOS
Fuze
8.2
Mobile app for Android
Fuze
7.8

Pros

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.

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David Scalise | TrustRadius Reviewer
David Scalise
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Cons

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.

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John Dennis | TrustRadius Reviewer
John Dennis
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Likelihood to Renew

Fuze

Fuze 6.1
Based on 17 answers
1,000% will renew. For the price, for the features, for the support, for the implementation, for the ability to deploy to a new site, or a new company acquisitioned that has an older PBX, we can get them to Fuze with so little effort, dump the phones on their desk, and give them all the features and "WOW" that they would expect from a modern enterprise.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
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Usability

Fuze

Fuze 7.3
Based on 10 answers
You have to rely on the Fuze app. Fuze needs to be able to work seamlessly in Salesforce to be able to compete with other vendors. Basically, they are great for UcaaS but less than desirable for CCaaS. It's like they are 20 years behind. Overall, Fuze is very easy to use and to get up and running. Not the best solution if you have multiple teams with complex IVRs

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Anonymous | TrustRadius Reviewer
Verified User
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Reliability and Availability

Fuze

Fuze 8.5
Based on 3 answers
Because the people who designed Fuze were Data-center people, they thought of availability first, there really isn't any excuse for telephony downtime, and they certainly do well with this. There has never been a total outage, just a few features sometimes have been offline while Fuze moves the service to other servers, NEVER calling, sometimes chat or physical phones (which can be fixed by rebooting them). The uptime on the Fuze systems is basically: Always up, always available.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
View all 3 answers on this topic

Performance

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.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
View all 3 answers on this topic

Support Rating

Fuze

Fuze 6.5
Based on 92 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.

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Anonymous | TrustRadius Reviewer
Verified User
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In-Person Training

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.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
View all 2 answers on this topic

Online Training

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.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
View all 2 answers on this topic

Implementation Rating

Fuze

Fuze 7.2
Based on 97 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.

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Jigar Patel | TrustRadius Reviewer
Jigar Patel
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Alternatives Considered

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 93 answers on this topic

Scalability

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.

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D. SKye Hodges | TrustRadius Reviewer
D. SKye Hodges
View all 3 answers on this topic

Return on Investment

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.

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Mikey Romero | TrustRadius Reviewer
Mikey Romero
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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

Fuze
7.5

Likelihood to Renew

Fuze
6.1

Usability

Fuze
7.3

Reliability and Availability

Fuze
8.5

Performance

Fuze
8.0

Support Rating

Fuze
6.5

In-Person Training

Fuze
8.0

Online Training

Fuze
9.0

Implementation Rating

Fuze
7.2

Scalability

Fuze
7.0

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