What users are saying about
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117 Ratings

Fuze

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117 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

Fuze

Fuze is very good around collaboration, meetings are simple to set up once initial familiarity is done. The telephony is consistently of a high quality and very reliable which keeps the users happy. The chat functionality is improving and becoming more useful and being picked up as a tool by a growing number of users. Fuze lacks the flexibility of being able to compete with WebEx regarding remote control of a computer for someone who does not have Fuze installed. This is required by customer support personnel dealing with customers who need to have an issue resolved but cannot install software without change control.
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Feature Rating Comparison

Cloud PBX

Fuze
7.0
Hosted PBX
Fuze
7.8
Multi-level Interactive Voice Response (IVR)
Fuze
6.8
User templates
Fuze
6.0
Call reports
Fuze
6.9
Directory of employee names
Fuze
7.4

Call Management

Fuze
7.3
Answering rules
Fuze
7.4
Call recording
Fuze
7.1
Call park
Fuze
7.3
Message alerts
Fuze
7.3

VoIP system collaboration

Fuze
7.4
Video conferencing
Fuze
7.0
Audio conferencing
Fuze
7.8

Mobile apps

Fuze
7.7
Mobile app for iOS
Fuze
7.7
Mobile app for Android
Fuze
7.7

Pros

Fuze

  • The interface is very intuitive and I'm able to setup a call quickly with the people I need to contact.
  • Call quality has been especially good for me as long I have a stable internet connection.
  • It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.
Kainer Yu profile photo

Cons

Fuze

  • Inability to transfer ownership or search other numbers recordings. Sometimes I'll take calls in different rooms and I'm unable to pull those calls.
  • Issues with audio quality.
  • Quality of support - took me over 24 hours to get in touch with a rep for a specific question.
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Likelihood to Renew

Fuze

Fuze 7.4
Based on 14 answers
The fuze team is always updating the fuze program to give their customers a better experience
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Usability

Fuze

Fuze 7.7
Based on 7 answers
Stable, quality platform, cloud PBX and self-service through hub.fuze.com makes operation and administration easy.
Michael Bartlett profile photo

Reliability and Availability

Fuze

Fuze 9.1
Based on 1 answer
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.
D. SKye Hodges profile photo

Performance

Fuze

Fuze 9.1
Based on 1 answer
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 profile photo

Support

Fuze

Fuze 6.6
Based on 65 answers
I can answer this question with a recent experience in mind, so I am fresh with feedback that is unfortunately a poor rating for Fuze. Overall, I have received some support, but it is frequently slow response time, not fully comprehensive, and not all technicians know how to answer questions about their own product. I will explain the experience below: I called in on a Wednesday afternoon, had to sit through a hold period, then was asked a lot of questions (name, email, phone number, type of issue in detail), after which I was told someone would get back to me with a ticket number and reply to my issue. After discussing further, we escalated the ticket number to a P4, which requires quick attention of 2-12 hours (instead of 48 hours). After 20 hours go by unanswered, I decided to call Fuze again, and the same support person answered the phone, but denied that my ticket was a P4, and that was why I never got a response. I finally did get a response to one of my two questions. My second question was not answered. I emailed back and after some email tag, Fuze called me (at this point, a full 26 hours after my initial call for support.). I wish I was kidding when I say that I spent 1 hour 45 minutes on the phone with Fuze support!~ That is not good at all. First I had to re-explain my question, which was more about finding which features of the Fuze meeting online would best meet our needs for an upcoming webinar. The problem is two-fold. First, you have different labels and different interfaces between your computer application of Fuze, and your in-browser Fuze client. You should not have differences between the functionalities or the wording of your products. One says "Open, Private, Large meetings" The other says "webinars". The UX/UI is horrible on the drop-down menu of the "Meetings button. It is not intuitive that "Meeting List" is clickable and expands if it is grayed out text. Just take a look at the colorings of your text as it makes a big difference to intuitively understand if something is clickable or not. If I have missed calls, I should be able to do a one-click "mark all as read" so that I don't have red notifications every time I open this on my phone or in the app. Furthermore, please make a developer change that "Chat" function on a meeting can be turned on or off. Sometimes it is not something we want or need and should be an option available but not permanently on by default.
Secondly, Your Fuze support staff should know your product inside and out. Why did we spend ONE HOUR 45 minutes on the phone together? Because your support person did not directly know that there are different functionalities between the Open and Large Meetings, that it also appears different when you use Chrome vs Firefox vs the Computer application. We spent all of that time creating sample meetings and testing them on different browsers and permissions. Did you also know that an attendee can be promoted to presenter but cannot share their screen (what is the point of having a "presenter" status then?!) These functionalities and features should be presented in a more simple way when I choose how I want my webinar to perform. A simple On/Off switch for all of them (especially chat-for-all, vs private chat) would be fine without confusing us with "Open/Large/Webinar" jargon. The fact that the support technician and I had to define all of this was absurd!On the plus side, everyone I have spoken to with Fuze is very professional. I have spoken with Dez, Jesse, Atul, and Sando in the past 2 months, and they are all good listeners and understand my issues. But it is not enough. If there are features that your users (your customers!) are having problems with, then escalate it to remedy with your designers and coding to make these functions easier! Please!
No photo available

In-Person Training

Fuze

Fuze 9.1
Based on 1 answer
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 profile photo

Online Training

Fuze

Fuze 9.1
Based on 1 answer
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 profile photo

Implementation

Fuze

Fuze 7.6
Based on 64 answers
I am writing as a common user; I am not an IT person who has implemented this on all computers in our organization) Initially, when we were given new phones, I liked that the directory popped up with one-touch. However after a month, that feature went away. We found that it went away/disappeared. Maybe it was a trial use and we were not supposed to have full directory access, but the feature was missed. We all had to go through a bit of painful learning with our new phones and features understanding how to retrieve voicemails, why sometimes Fuze worked from our personal phones and sometimes it didn't. If we use personal phones, we had to take the extra step to verify and route the Fuze voice to the app. Now that it is installed, I do enjoy using it.
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Alternatives Considered

Fuze

We evaluated 8x8 at one of our sites and found that it lacked the functionality of Fuze and many options for call routing and call center were not an option.
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Scalability

Fuze

Fuze 9.1
Based on 1 answer
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 profile photo

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.
Mikey Romero profile photo

Pricing Details

Fuze

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

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