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Top Rated
151 Ratings

Fuze

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Top Rated
151 Ratings
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Score 7.4 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Fuze

Fuze is excellent where the simplicity of a fully cloud-based, turn-key solution is desired. There are plenty of options for customization, including an always improving Contact Center module to handle small-medium call centers without overly complex routing and IVR requirements. It is also well-suited for geographically disperse environments, and companies with a large number of adds, moves, and changes. Growing companies will appreciate the flexibility to increase from a handful of users in a single location to hundreds or even thousands of employees all around the globe without the need to migrate to a new system or replace expensive hardware appliances.
John Dennis | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Fuze
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Hosted PBX
Fuze
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Multi-level Interactive Voice Response (IVR)
Fuze
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
User templates
Fuze
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Call reports
Fuze
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Directory of employee names
Fuze
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Call Management

Fuze
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Answering rules
Fuze
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Call recording
Fuze
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Call park
Fuze
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Message alerts
Fuze
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

VoIP system collaboration

Fuze
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Video conferencing
Fuze
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Audio conferencing
Fuze
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Mobile apps

Fuze
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Mobile app for iOS
Fuze
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
Mobile app for Android
Fuze
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Contact Center Software

Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Fuze
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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.
David Scalise | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

Cons

Fuze

  • Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
  • There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
  • More transparency should be given regarding the roadmap and direction.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Likelihood to Renew

Fuze

Fuze 4.0
Based on 15 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.
D. SKye Hodges | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Usability

Fuze

Fuze 6.9
Based on 8 answers
It does the core job very well. If I'm looking for a stripped down version that will work fairly well, then Fuze is great. If you're looking for something feature rich, there are better solutions. Fuze is economical and if you aren't doing anything fancy, it's a great platform
Luke Ferrel | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Reliability and Availability

Fuze

Fuze 8.1
Based on 2 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.
D. SKye Hodges | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Performance

Fuze

Fuze 8.1
Based on 2 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

Fuze

Fuze 6.6
Based on 86 answers
Support is an area Fuze could improve. With the most recent updates it's become much better however there are sometimes days that will pass before a response from support is received and in most case connectivity is used as a standard response. Recently had a call where when dialed in via the iOS app it was very difficult to hear however when I dialed in, it was clear.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Implementation Rating

Fuze

Fuze 7.2
Based on 87 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.
Jigar Patel | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Alternatives Considered

Fuze

WebEx seems to be a top contender against Fuze, but because it's more meeting based than for just individual calls we decided to disregard it as a solution as a replacement for our traditional phone system. Skype for Business on the other hand is also good and has the features we need, but it was too expensive.
Kainer Yu | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | TrustRadius Reviewer

Scalability

Fuze

Fuze 6.1
Based on 2 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No 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.
Mikey Romero | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

Fuze

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Rating Summary

Likelihood to Recommend

Fuze
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Likelihood to Renew

Fuze
4.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Usability

Fuze
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Reliability and Availability

Fuze
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Performance

Fuze
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Fuze
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

In-Person Training

Fuze
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Online Training

Fuze
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Implementation Rating

Fuze
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Scalability

Fuze
6.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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