What users are saying about
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Top Rated
196 Ratings
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Top Rated
4488 Ratings

Fuze

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Top Rated
196 Ratings
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Score 7.5 out of 100

Zoom

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Top Rated
4488 Ratings
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Score 8.4 out of 100

Highlights

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. 

Features

Fuze 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. 

Limitations

Fuze 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. 

Pricing

Fuze’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.  

Feature Set Ratings

    Cloud PBX

    7.3

    Fuze

    73%

    Zoom

    Feature Set Not Supported
    N/A
    Fuze ranks higher in 5/5 features

    Hosted PBX

    7.2
    72%
    77 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    7.1
    71%
    72 Ratings
    N/A
    0 Ratings

    User templates

    6.8
    68%
    59 Ratings
    N/A
    0 Ratings

    Call reports

    7.5
    75%
    91 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.1
    81%
    106 Ratings
    N/A
    0 Ratings

    Call Management

    7.5

    Fuze

    75%

    Zoom

    Feature Set Not Supported
    N/A
    Fuze ranks higher in 4/4 features

    Answering rules

    7.3
    73%
    98 Ratings
    N/A
    0 Ratings

    Call recording

    7.0
    70%
    88 Ratings
    N/A
    0 Ratings

    Call park

    7.7
    77%
    72 Ratings
    N/A
    0 Ratings

    Message alerts

    7.9
    79%
    92 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.2

    Fuze

    82%

    Zoom

    Feature Set Not Supported
    N/A
    Fuze ranks higher in 2/2 features

    Video conferencing

    7.8
    78%
    76 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.6
    86%
    89 Ratings
    N/A
    0 Ratings

    Mobile apps

    8.3

    Fuze

    83%

    Zoom

    Feature Set Not Supported
    N/A
    Fuze ranks higher in 2/2 features

    Mobile app for iOS

    8.2
    82%
    93 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.4
    84%
    76 Ratings
    N/A
    0 Ratings

    Performance & Compatibility of Online Events Software

    Fuze

    Feature Set Not Supported
    N/A
    8.2

    Zoom

    82%
    Zoom ranks higher in 4/4 features

    High quality audio

    N/A
    0 Ratings
    8.5
    85%
    690 Ratings

    High quality video

    N/A
    0 Ratings
    8.5
    85%
    692 Ratings

    Low bandwidth requirements

    N/A
    0 Ratings
    7.4
    74%
    614 Ratings

    Mobile support

    N/A
    0 Ratings
    8.4
    84%
    94 Ratings

    Screen Sharing

    Fuze

    Feature Set Not Supported
    N/A
    8.5

    Zoom

    85%
    Zoom ranks higher in 2/2 features

    Desktop sharing

    N/A
    0 Ratings
    8.9
    89%
    685 Ratings

    Whiteboards

    N/A
    0 Ratings
    8.0
    80%
    450 Ratings

    Online Meetings / Events

    Fuze

    Feature Set Not Supported
    N/A
    8.4

    Zoom

    84%
    Zoom ranks higher in 5/5 features

    Calendar integration

    N/A
    0 Ratings
    8.5
    85%
    613 Ratings

    Meeting initiation

    N/A
    0 Ratings
    8.6
    86%
    672 Ratings

    Integrates with social media

    N/A
    0 Ratings
    7.8
    78%
    293 Ratings

    Record meetings / events

    N/A
    0 Ratings
    8.7
    87%
    646 Ratings

    Slideshows

    N/A
    0 Ratings
    8.2
    82%
    465 Ratings

    Online Events Collaboration

    Fuze

    Feature Set Not Supported
    N/A
    8.4

    Zoom

    84%
    Zoom ranks higher in 3/3 features

    Live chat

    N/A
    0 Ratings
    8.7
    87%
    587 Ratings

    Audience polling

    N/A
    0 Ratings
    8.1
    81%
    379 Ratings

    Q&A

    N/A
    0 Ratings
    8.3
    83%
    424 Ratings

    Online Events Security

    Fuze

    Feature Set Not Supported
    N/A
    8.3

    Zoom

    83%
    Zoom ranks higher in 3/3 features

    User authentication

    N/A
    0 Ratings
    8.3
    83%
    503 Ratings

    Participant roles & permissions

    N/A
    0 Ratings
    8.4
    84%
    556 Ratings

    Confidential attendee list

    N/A
    0 Ratings
    8.2
    82%
    393 Ratings

    Attribute Ratings

    • Zoom is rated higher in 8 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Performance, Support Rating, Implementation Rating, Product Scalability

    Likelihood to Recommend

    7.4

    Fuze

    74%
    115 Ratings
    8.7

    Zoom

    87%
    706 Ratings

    Likelihood to Renew

    7.2

    Fuze

    72%
    20 Ratings
    9.5

    Zoom

    95%
    15 Ratings

    Usability

    7.4

    Fuze

    74%
    12 Ratings
    8.8

    Zoom

    88%
    37 Ratings

    Availability

    8.8

    Fuze

    88%
    4 Ratings
    10.0

    Zoom

    100%
    2 Ratings

    Performance

    8.0

    Fuze

    80%
    4 Ratings
    10.0

    Zoom

    100%
    2 Ratings

    Support Rating

    7.1

    Fuze

    71%
    161 Ratings
    8.4

    Zoom

    84%
    51 Ratings

    In-Person Training

    8.0

    Fuze

    80%
    2 Ratings

    Zoom

    N/A
    0 Ratings

    Online Training

    9.0

    Fuze

    90%
    2 Ratings

    Zoom

    N/A
    0 Ratings

    Implementation Rating

    7.9

    Fuze

    79%
    186 Ratings
    10.0

    Zoom

    100%
    14 Ratings

    Contract Terms and Pricing Model

    Fuze

    N/A
    0 Ratings
    7.8

    Zoom

    78%
    14 Ratings

    Product Scalability

    7.6

    Fuze

    76%
    3 Ratings
    10.0

    Zoom

    100%
    1 Rating

    Professional Services

    Fuze

    N/A
    0 Ratings
    9.1

    Zoom

    91%
    8 Ratings

    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.
    Howard Feist | TrustRadius Reviewer

    Zoom

    In the new area of pandemic-era meetings online, I really like the opportunity that Zoom provides to have a meeting space. The audio and video quality is typically good, with problems usually being blamed on the bandwidth of the service provider. The recordings are great to be able to use once they have been processed. In fact, if there was one thing I would improve about recordings, it would be the amount of time it takes to render the video ready for output and sharing.
    Randy Palmer | TrustRadius Reviewer

    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.
    Wendy Wilcox | TrustRadius Reviewer

    Zoom

    • It's a great way to connect around the world with minimal bandwidth consumption.
    • Meeting our peers and exchanging ideas is made possible through the use of high-quality video and audio calls.
    • Exceptional audio and video quality; we are recording meetings and transferring them to other storage.
    • Compared to other apps, it has more features and allows for efficient file sharing within the chatbox.
    Muhammad Hossain | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zoom

    • You need an app to make the calls and meetings, but it would be perfect if it had a web-based option.
    • Sometimes when internet speed drops, the audio quality also drops; I would understand the video quality dropping, but the audio doesn't consume much bandwidth, so it would be nice to have a consistent audio even on low internet speeds.
    Alban Kaperi | TrustRadius Reviewer

    Pricing Details

    Fuze

    General

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

    Starting Price

    $15 per month

    Fuze Editions & Modules

    Edition
    US Outbound$0.021
    Fuze Meetings$152
    1. Per Minute
    2. Per User/Per Month
    Additional Pricing Details
    https://www.fuze.com/fuze-plans

    Zoom

    General

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

    Starting Price

    $14.99 per month

    Zoom Editions & Modules

    On-premise Edition
    Virtual H.323/SIP Room Connector$491
    Business19.991
    1. per month
    SaaS Edition
    BasicFree1
    Pro14.992
    Business19.992
    Enterprise19.992
    1. Free
    2. per month/per license
    Additional Pricing Details
    Discounts available for each plan if you pay annually.

    Likelihood to Renew

    Fuze

    Fuze 7.2
    Based on 20 answers
    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.
    Anonymous | TrustRadius Reviewer

    Zoom

    Zoom 9.5
    Based on 15 answers
    We're sticking with Zoom for the foreseeable future--given its compelling feature set, ease of use, and advanced technology, there's just no other competition to be excited about. Plus it's a Gartner-recognized industry leader, so it's a rather easy choice.
    Stefan Scherbik | TrustRadius Reviewer

    Usability

    Fuze

    Fuze 7.4
    Based on 12 answers
    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.
    D. SKye Hodges | TrustRadius Reviewer

    Zoom

    Zoom 8.8
    Based on 37 answers
    Zoom has been very good in terms of usability as I have rarely had issues joining the meetings on desktop and it has always provided me with a stable audio and video and it makes it very easy for me to get through any meetings without much problem. I have found that it helps create a very friendly environment with my team through the creation of conferences and moderated chat rooms.
    Bart Harris | TrustRadius Reviewer

    Reliability and Availability

    Fuze

    Fuze 8.8
    Based on 4 answers
    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
    Anonymous | TrustRadius Reviewer

    Zoom

    Zoom 10.0
    Based on 2 answers
    There have been less than a handful of outages during our two years with Zoom, and whenever there was one, an email informing us of the outage went out immediately, and they had the issue resolved shortly thereafter.
    Stefan Scherbik | TrustRadius Reviewer

    Performance

    Fuze

    Fuze 8.0
    Based on 4 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

    Zoom

    Zoom 10.0
    Based on 2 answers
    Zoom has among the best performance of any video conference platform, as I've mentioned several times. Besides that, their Chat platform works great, and their back end always runs smooth. It's unfortunate that reporting can now only be done by one month at a time, but nonetheless, it only takes a second to run any kind of Zoom report, whether it's an attendee report, Poll results, a user report, a list of meetings from the past month, etc.
    Stefan Scherbik | TrustRadius Reviewer

    Support Rating

    Fuze

    Fuze 7.1
    Based on 161 answers
    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.
    John Dennis | TrustRadius Reviewer

    Zoom

    Zoom 8.4
    Based on 51 answers
    As I've written before, Zoom makes us feel like we matter and that we're a client rather than a customer. They want us to succeed and they put in the time to make sure that we do. I feel like they're more of a business partner rather than simply a vendor or supplier. They spent a lot of time onboarding with us, giving us demos, helping us get set up, and then giving us follow-up to be sure it's going well.
    Kenneth Hess | TrustRadius Reviewer

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Zoom

    No score
    No answers yet
    No 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.
    D. SKye Hodges | TrustRadius Reviewer

    Zoom

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    Fuze

    Fuze 7.9
    Based on 186 answers
    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.
    Danielle Bulla | TrustRadius Reviewer

    Zoom

    Zoom 10.0
    Based on 14 answers
    If you receive any pushback from higher ups, point to any of the various positive reviews like this one. Or show Zoom's excellent Gartner report, or articles describing Zoom's partnership with Sequoia capital. It's not difficult to show how Zoom is a trustworthy industry leader with best-in-class technology.
    Stefan Scherbik | TrustRadius Reviewer

    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.
    Justin Lacroix | TrustRadius Reviewer

    Zoom

    Zoom cannot be beaten for ubiquity - 100% of my clients and prospective clients are already familiar with Zoom. This is the #1 reason why I use Zoom. Additionally, Zoom integrates with AcuityScheduling, saving me a lot of time in creating meetings and adding them to the calendar. Zoom is disappointing in terms of video quality, interactivity features, and privacy. In cases where I need to use the recording of webinars for digital products, I will always use Crowdcast, and in cases where privacy is essential, I will use JitsiMeet.
    Sarah Martin | TrustRadius Reviewer

    Contract Terms and Pricing Model

    Fuze

    No score
    No answers yet
    No answers on this topic

    Zoom

    Zoom 7.8
    Based on 14 answers
    Overall I feel it is a fair price for what you pay for and the time constraints are not an issue at all. Zoom allows users to be on there for hours and hours and also you can launch as many meetings as you want. Overall I am very happy with using Zoom for our business.
    Brandon Losover | TrustRadius Reviewer

    Scalability

    Fuze

    Fuze 7.6
    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.
    D. SKye Hodges | TrustRadius Reviewer

    Zoom

    Zoom 10.0
    Based on 1 answer
    Because the Basic licenses are completely free, and because it's very easy to configure and install Zoom, and because anyone can join Zoom from a link without needing an account, scaling is a Breeze. There are absolutely no roadblocks. My company keeps adding more Zoom Pro license every week since it's so in demand. We were able to convert users from several different platforms onto Zoom with no trouble at all.
    Stefan Scherbik | TrustRadius Reviewer

    Professional Services

    Fuze

    No score
    No answers yet
    No answers on this topic

    Zoom

    Zoom 9.1
    Based on 8 answers
    Zoom is an all-around, robust, and equipped tool that serves a huge requirement for communicating and running business processes very effectively. The calendar integration is very helpful in notifying the team members [of] any meeting upcoming and is also apt for mobile use in special cases as well. The phone call feature is also very standout. Minimum bugs and ease of use make it the first choice for any company.
    Santanu Sen | TrustRadius Reviewer

    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

    Zoom

    • It enables me to send and receive messages from my team members during video calls, handling online presentations.
    • With the ability to quickly stop, mute, and even receive notifications when someone enters or exits the meeting room, I'm never obligated to show up while making a call.
    • It is possible to record online meetings for future reference and more effective customer service. As we dealt with a lockdown, Zoom helped our business run smoothly.
    Aurpa Fiza | TrustRadius Reviewer

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