Fuze vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Fuze
Score 7.6 out of 10
Enterprise companies (1,001+ employees)
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
$15
per month
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
FuzeTalkdesk
Editions & Modules
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
FuzeTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional Details
More Pricing Information
Features
FuzeTalkdesk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Fuze
5.9
111 Ratings
33% below category average
Talkdesk
-
Ratings
Hosted PBX5.578 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)6.373 Ratings00 Ratings
User templates5.360 Ratings00 Ratings
Call reports6.592 Ratings00 Ratings
Directory of employee names6.0107 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Fuze
6.8
107 Ratings
21% below category average
Talkdesk
-
Ratings
Answering rules7.199 Ratings00 Ratings
Call recording6.489 Ratings00 Ratings
Call park7.273 Ratings00 Ratings
Message alerts6.693 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Fuze
7.4
91 Ratings
11% below category average
Talkdesk
-
Ratings
Video conferencing7.377 Ratings00 Ratings
Audio conferencing7.590 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Fuze
8.1
103 Ratings
3% below category average
Talkdesk
-
Ratings
Mobile app for iOS8.194 Ratings00 Ratings
Mobile app for Android8.177 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Fuze
-
Ratings
Talkdesk
8.4
435 Ratings
0% above category average
Agent dashboard00 Ratings8.4416 Ratings
Validate callers00 Ratings8.2365 Ratings
Outbound response00 Ratings8.4381 Ratings
Call forwarding00 Ratings8.6370 Ratings
Click-to-call (CTC)00 Ratings8.9345 Ratings
Warm transfer00 Ratings8.9392 Ratings
Predictive dialing00 Ratings8.6194 Ratings
Interactive voice response00 Ratings8.3270 Ratings
REST APIs00 Ratings8.1216 Ratings
Call scripts00 Ratings8.1191 Ratings
Call tracking00 Ratings8.7386 Ratings
Multichannel integration00 Ratings8.1281 Ratings
CRM software integration00 Ratings8.0336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Fuze
-
Ratings
Talkdesk
8.7
422 Ratings
5% above category average
Inbound call routing00 Ratings8.7384 Ratings
Omnichannel inbound routing00 Ratings8.5272 Ratings
Recording00 Ratings9.3406 Ratings
Quality management00 Ratings9.0367 Ratings
Call analytics00 Ratings8.9381 Ratings
Historical reporting00 Ratings8.4388 Ratings
Live reporting00 Ratings8.8382 Ratings
Customer surveys00 Ratings8.2208 Ratings
Customer interaction analytics00 Ratings8.4238 Ratings
Best Alternatives
FuzeTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
FuzeTalkdesk
Likelihood to Recommend
8.0
(116 ratings)
8.2
(448 ratings)
Likelihood to Renew
7.7
(20 ratings)
8.8
(36 ratings)
Usability
7.1
(12 ratings)
8.7
(264 ratings)
Availability
8.9
(3 ratings)
9.8
(6 ratings)
Performance
8.0
(3 ratings)
10.0
(5 ratings)
Support Rating
7.4
(88 ratings)
8.6
(130 ratings)
In-Person Training
8.0
(2 ratings)
10.0
(2 ratings)
Online Training
9.0
(2 ratings)
8.4
(4 ratings)
Implementation Rating
8.0
(111 ratings)
8.1
(204 ratings)
Configurability
8.7
(3 ratings)
10.0
(6 ratings)
Ease of integration
8.0
(3 ratings)
-
(0 ratings)
Product Scalability
7.8
(3 ratings)
10.0
(6 ratings)
Vendor post-sale
8.6
(3 ratings)
10.0
(2 ratings)
Vendor pre-sale
8.0
(3 ratings)
10.0
(2 ratings)
User Testimonials
FuzeTalkdesk
Likelihood to Recommend
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.
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Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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Pros
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.
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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
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
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
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.
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Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
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.
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Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
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Reliability and Availability
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
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Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
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.
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Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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Support Rating
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.
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Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
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In-Person Training
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.
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Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
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.
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Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
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.
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Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
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.
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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
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.
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Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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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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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots