Based on 176 reviews and ratings
Based on 2592 reviews and ratings
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.
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.
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.
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.
Provided by the TrustRadius Research Team
Published on June 5, 2020
Likelihood to Recommend
recommend this application to the entire business sector; this tool will
help you get rid of extra expense that
[was] spent on traveling, this software gives you freedom of work and it is
available in various plans based on your team size, thus they allow you to
choose according to the budget.
Feature Rating Comparison
Multi-level Interactive Voice Response (IVR)
Directory of employee names
Mobile app for iOS
Mobile app for Android
High quality audio
High quality video
Low bandwidth requirements
Integrates with social media
Record meetings / events
Participant roles & permissions
Confidential attendee list
- 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.
- It just works. Biggest complaint with our previous solution is that it took 10 minutes to connect to a meeting. Now, our users connect instantaneously.
- Dashboard is fantasitic. Can access real time information to troubleshoot calls.
- Admin ports offers quite a bit of information. Like that it's a one stop shop to access everything I need to administer the site, users, run reports and access the dashboard.
- Tickets get resolved quickly.
- Feature requests are realized quickly.
- Android and iOS apps do not always handle disruptions from other phone activities well. Inbound phone calls and changes to Bluetooth connections (earpiece to car, for example) can foul up an ongoing meeting.
- We would love the ability to easily move calls between devices -- Software to desk phone, desk phone to mobile client, etc. Fuze has made some improvements in this area, but there are still a couple of missing pieces.
- The Fuze Meetings module is still a bit behind the major players like WebEx, Zoom, etc., in features and general usability.
- Using it for recording practice interviews and playing back for critiquing, is awkward and kludgy at best. The steps are: Record the session, then END THE MEETING so that Zoom can save the recording. Then get the recording ready to play, then have the client log in AGAIN, you log in AGAIN, share the screen, play the recording.
- Zoom should make it possible to have the interviewer, especially if the practice interview is recorded, to make themselves SMALL throughout the whole recording so that *the candidate* is the focus on the screen. Neither the Speaker view or the Gallery view does this.
- There should be a separate timer on Zoom for the recording portion of the screen. I realize I can do this myself manually, but why can’t Zoom do it for me?
- Zoom needs to have a way to get feedback like this. I could not find a way to give them this feedback on their product, on their site or in the dashboard. All we get is a database that is tone deaf. Nowhere could I find any "Feedback? Click here." Not good.
- If by these suggestions I’m asking for more functionality, I understand an increased cost. But small companies like mine cannot pay hundreds of dollars a month - please have a very functional version that small firms can still afford. Thank you.
Likelihood to Renew
Reliability and Availability
Return on Investment
- 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.
- Zoom has really helped our travel costs! Zoom's technology has made it possible for us to have a wonderful uninterrupted high-quality experience. With such a high standard met for video conferencing, the need for meeting in person or traveling for meetings has shrunk significantly, which has also helped shrink our carbon footprint.
- Zoom has helped us significantly increase our productivity. Most of our information users weren't using our previous tech because the experience just wasn't there. With Zoom, they feel more confident in the video tech, and that has increased engagement during meetings ten-fold.
Premium Consulting/Integration Services
Entry-level set up fee?
Fuze Editions & Modules
- Per Minute
- Per User/Per Month
Additional Pricing Detailshttps://www.fuze.com/fuze-plans
Premium Consulting/Integration Services
Entry-level set up fee?
Zoom Editions & Modules
|Virtual H.323/SIP Room Connector||$491|
- per month
- per month/per license