What users are saying about
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Top Rated
176 Ratings
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Top Rated
2592 Ratings

Fuze

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Top Rated
176 Ratings
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Score 7.5 out of 100

Zoom

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2592 Ratings
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Score 8.7 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.  

Likelihood to Recommend

Fuze

If you tell a vendor you’re cancelling services and they want to charge an ETF after the contract ends because it auto renews even though you told them you’re done with them, you should probably just stop and rethink your business. I did like that they were based out of Boston, kind of close to my corporate office. Their knowledge base is kind of helpful, but you always find the wrong stuff first and takes a while to find something for yourself. It’s an okay phone system unless you want call queues or ring groups. Their engineers are super helpful, but I think there aren’t enough of them.
Justin Lacroix | TrustRadius Reviewer

Zoom

I will highly
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.
David Braun | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Fuze
7.3
Zoom
Hosted PBX
Fuze
7.7
Zoom
Multi-level Interactive Voice Response (IVR)
Fuze
6.8
Zoom
User templates
Fuze
6.8
Zoom
Call reports
Fuze
7.3
Zoom
Directory of employee names
Fuze
7.7
Zoom

Call Management

Fuze
7.6
Zoom
Answering rules
Fuze
7.7
Zoom
Call recording
Fuze
7.5
Zoom
Call park
Fuze
7.9
Zoom
Message alerts
Fuze
7.4
Zoom

VoIP system collaboration

Fuze
7.5
Zoom
Video conferencing
Fuze
6.9
Zoom
Audio conferencing
Fuze
8.1
Zoom

Mobile apps

Fuze
7.9
Zoom
Mobile app for iOS
Fuze
8.0
Zoom
Mobile app for Android
Fuze
7.7
Zoom

Performance & Compatibility of Online Events Software

Fuze
Zoom
8.3
High quality audio
Fuze
Zoom
8.6
High quality video
Fuze
Zoom
8.7
Low bandwidth requirements
Fuze
Zoom
7.5
Mobile support
Fuze
Zoom
8.6

Screen Sharing

Fuze
Zoom
8.7
Desktop sharing
Fuze
Zoom
9.0
Whiteboards
Fuze
Zoom
8.4

Online Meetings / Events

Fuze
Zoom
8.5
Calendar integration
Fuze
Zoom
8.5
Meeting initiation
Fuze
Zoom
8.8
Integrates with social media
Fuze
Zoom
8.0
Record meetings / events
Fuze
Zoom
8.6
Slideshows
Fuze
Zoom
8.4

Online Events Collaboration

Fuze
Zoom
8.3
Live chat
Fuze
Zoom
8.7
Audience polling
Fuze
Zoom
8.0
Q&A
Fuze
Zoom
8.3

Online Events Security

Fuze
Zoom
8.4
User authentication
Fuze
Zoom
8.5
Participant roles & permissions
Fuze
Zoom
8.5
Confidential attendee list
Fuze
Zoom
8.3

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

Zoom

  • 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.
Diana Anderson | TrustRadius Reviewer

Cons

Fuze

  • 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.
John Dennis | TrustRadius Reviewer

Zoom

  • 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.
Joanne Meehl | TrustRadius Reviewer

Likelihood to Renew

Fuze

Fuze 6.1
Based on 18 answers
Cost and support and the primary driving factors. The management team has been extremely responsive and assisting even with the obstacles and hurdles we experienced during implementation. We are still learning how best to manage the solution and comfort and pleasure with the solution will increase as our knowledge and skillsets improve.
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 7.3
Based on 11 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 17 answers
Everything is easy to understand and use, new users need no training. On the flipside there are minor annoyances such as calendar export being cumbersome (need re-auth every time) and also not having recordings shared within a team or forcing people to name them.
Matthew Gardner | TrustRadius Reviewer

Reliability and Availability

Fuze

Fuze 8.5
Based on 3 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 3 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 6.6
Based on 93 answers
I think it is improving but as I said previously there is a stress on the billing side of the business which gives a perhaps unfairly poor impression of support. The recent interaction that I have had with Support is definitely better and from my experience as good as it has been.
Anonymous | TrustRadius Reviewer

Zoom

Zoom 5.2
Based on 31 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 7.4
Based on 102 answers
The implementation went quickly and relatively smoothly. We transitioned from Skype for Business to Fuze, and the User Interface for Fuze is intuitive and easy to learn. There was a small learning curve especially for employees that are less tech-savvy, but with some tutorials from our IT department, everyone was able to get it working very quickly.
Anonymous | 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

Post deployment we're currently reviewing the other unified communications solutions as Fuze is expensive per user when compared to other options available. Fuze has an advantage due to its PBX capabilities however licensing for non-PBX users is considerably higher then other vendors.
Anonymous | TrustRadius Reviewer

Zoom

All of the above three have their own advantages and disadvantages. For example, Teams has a lot of advantages like a special channel for communication, but does not allow us to see who removed us or muted us. However, it does have the attendee and presenter feature. Another thing is it consumes a lot of internet. Google Meet has an instant meet option and several other factors, but we still felt other than the security issue Zoom was enough for us.
RAKSHITH RAMESH IYER | TrustRadius Reviewer

Scalability

Fuze

Fuze 7.0
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

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

  • 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.
Charles Browder | TrustRadius Reviewer

Pricing Details

Fuze

General

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

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

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.

Rating Summary

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