Product | Rating | Most Used By | Product Summary | Starting Price |
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Fuze | 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 | |
Zoom | N/A | Zoom helps consolidate communications and collaboration in the boardroom, classroom, operating room, and everywhere. Zoom is an intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic. Zoom technology facilitates collaboration through solutions like Zoom Team Chat, Phone, Meetings, omnichannel cloud Contact Center, smart recordings, and Whiteboard. | $5 per month per license |
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Considered Both Products | Fuze | Zoom |
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Highlights |
Research Team Insight Published Fuze and Zoom are both popular communication platforms for internal and external business use. Zoom is a leading UCaaS platform, while Fuze is slightly more specialized as a VoIP provider, but with many additional overlapping features. Zoom is commonly used across company sizes. It offers web conferencing, virtual meeting spaces, telephony services, and bundles of hardware and software for full-service communications packages. In contrast, Fuze has a higher concentration of reviewers among midsize businesses and enterprises, and uniquely offers a virtual contact center functionality and call flow management in addition to video conferencing and web meetings. FeaturesFuze and Zoom both offer advantages for users looking for a business-wide communications platform. Fuze differentiates with its externally-facing communications options. In particular, it offers a virtual call center capability, which is highlighted by its call routing management function. This capability is impactful both for customer service and support functions, as well as managing inbound prospect routing. Fuze also offers robust support across device types. The interface is easy to use for end-users, and user administration is simple compared to other tools reviewers have used. In contrast, Zoom stands out for its robust collaboration capabilities. In particular, its screen sharing functionality is highly developed and smooth to use, in contrast to other competitors. It also offers advanced scheduling functions, including easy to use integrations with calendar applications like Google Calendar. LimitationsFuze and Zoom also both have some limitations in their offerings that buyers should be aware of. Fuze has been criticized by reviewers for its customer support after users have adopted the platform. There have been issues navigating the automated support system to get to the resources users are looking for. Users have also had issues with customer service reps, particularly around billing complications. Zoom has also been criticized for its customer service. Additionally, the mobile app is not on par with the desktop version of the application, which has frustrated mobile users. It also struggles to provide a quality connection if users’ internet connection is less than stellar. PricingFuze’s pricing is a set amount per minute of communication, based on what product or service is being used and where the communication is going to. Calls in the U.S., Canada, much of western Europe, and East Asia range from $.02-$.40 per minute for outbound tolled rates and can be several times higher for toll-free rates. Fuze meetings that are “Dial-In” range from $.08-$.75/min, and dial-out is free. Call recordings cost $.02/min. Zoom offers 4 pricing tiers. The Basic package is free, with a 40-minute cap on group meetings. The Pro version, at $14.99/month/host, extends the meeting length cap to 24 hours, and adds user and administrator controls, reporting, and cloud recording. The Business plan, at $19.99/month/host starting at 10 hosts, adds dedicated phone support, dashboarding, SSO, and white labeling. The Enterprise plan, at $19.99/mo/host starting at 100 hosts, adds unlimited cloud storage, a dedicated customer success manager, executive business reviews, and bundled discounts on other Zoom products. |
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Unified Communications Platform and Collaboration |
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Small Businesses | CloudTalk Score 9.5 out of 10 | Nextiva Business Phone Service Score 9.1 out of 10 |
Medium-sized Companies | CloudTalk Score 9.5 out of 10 | Nextiva Business Phone Service Score 9.1 out of 10 |
Enterprises | Cisco Business Edition 7000 (discontinued) Score 9.1 out of 10 | Cisco Unified Communications Manager (Call Manager) Score 8.6 out of 10 |
All Alternatives | View all alternatives | View all alternatives |
Fuze | Zoom | |
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Likelihood to Recommend | 8.0 (116 ratings) | 7.0 (727 ratings) |
Likelihood to Renew | 7.7 (20 ratings) | 4.3 (16 ratings) |
Usability | 7.1 (12 ratings) | 7.0 (39 ratings) |
Availability | 8.9 (3 ratings) | 10.0 (1 ratings) |
Performance | 8.0 (3 ratings) | 10.0 (1 ratings) |
Support Rating | 7.4 (88 ratings) | 4.7 (39 ratings) |
In-Person Training | 8.0 (2 ratings) | - (0 ratings) |
Online Training | 9.0 (2 ratings) | - (0 ratings) |
Implementation Rating | 8.0 (111 ratings) | 9.6 (7 ratings) |
Configurability | 8.7 (3 ratings) | 7.0 (1 ratings) |
Contract Terms and Pricing Model | - (0 ratings) | 7.9 (13 ratings) |
Ease of integration | 8.0 (3 ratings) | 10.0 (1 ratings) |
Product Scalability | 7.8 (3 ratings) | 10.0 (1 ratings) |
Professional Services | - (0 ratings) | 9.2 (8 ratings) |
Vendor post-sale | 8.6 (3 ratings) | 10.0 (1 ratings) |
Vendor pre-sale | 8.0 (3 ratings) | 10.0 (1 ratings) |
Fuze | Zoom | |
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Likelihood to Recommend | Fuze | Zoom |
Pros | Fuze | Zoom |
Cons | Fuze | Zoom |
Likelihood to Renew | Fuze | Zoom |
Usability | Fuze | Zoom |
Reliability and Availability | Fuze | Zoom |
Performance | Fuze | Zoom |
Support Rating | Fuze | Zoom |
In-Person Training | Fuze | Zoom No answers on this topic |
Online Training | Fuze | Zoom No answers on this topic |
Implementation Rating | Fuze | Zoom |
Alternatives Considered | Fuze | Zoom |
Contract Terms and Pricing Model | Fuze No answers on this topic | Zoom |
Scalability | Fuze | Zoom |
Professional Services | Fuze No answers on this topic | Zoom |
Return on Investment | Fuze | Zoom |
ScreenShots |