Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Fuze
Score 7.6 out of 10
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
Score 8.2 out of 10
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
Pricing
FuzeZoom
Editions & Modules
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
Add-On Zoom Translated Captions
$5
per month per license
Add-On - Zoom Whiteboard
$24.90
per year
Pro
$149.90
per year per user
Business
$199.90
per year per user
Business Plus
$250.00
per year per user
Add-On - Conference Room Connector
$499
per year
Basic
Free
Enterprise
Custom
Add-On - Large Meetings
starting at $600
per year
Add-On - Cloud Storage
starting at $120
per year
Add-On Audio Conferencing
starting at $1200
per year
Add-On Zoom Phone Power Pack
Starting at $300
per year per user
Add-On - Zoom IQ for Sales
Contact Sales
Add-On - Quality of Service Subscription
Contact Sales
Offerings
Pricing Offerings
FuzeZoom
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
FuzeZoom
Considered Both Products
Fuze
Chose Fuze
Fuze was basically selected as our priority because of its seamless calling feature as compared to its competitors and the edge of simplifying the contextual features it is offering
Chose Fuze
We selected Fuze since they advertised integration with Microsoft Lync which we use within our organization.
Chose Fuze
Sales Force integration, data sharing, and integration would be HUGE. Being able to cross-reference call meta-data with cases and accounts in SF would bridge a major gap in productivity.
Chose Fuze
I inherited Fuze and am making best efforts to work with it, but it's a challenge. I've used Skype and other unified communication platforms in the past and I've found these more reliable and intuitive.
Chose Fuze
I have not used any similar products.
Chose Fuze
With Fuze it is actually a cloud based unified communication platform that is designed to empower all business communications. While on the other hand Skype is a software application whose text, voice, and video tools make it simple to communicate with each other. So whenever …
Chose Fuze
We find none of these solutions give us end to end direct dialling, contact center and collaboration.
Zoom
Chose Zoom
Zoom is far easier to use than Fuze and provides superior video quality.
Chose Zoom
Zoom > Fuze everything

Fuze was very unreliable and working with it was such a pain in ass. To do any sort of maintenance in the machines was like pulling teeth. We had to write scripts to make Fuze do things before we could actually work on Fuze or the machine. Fuze was also …
Chose Zoom
At the end of the day, it came down to how user-friendly the tool was and how stable the connection was. I'm sorry to the competition, but no one else in the field can touch Zoom on connection stability. The connections are solid which results in a "normal" interaction between …
Chose Zoom
We tested many of the competitors and found that Zoom had all the options we wanted, better video quality, great pricing and was extremely user friendly.
Top Pros
Top Cons
TrustRadius Insights
FuzeZoom
Highlights

TrustRadius
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. 

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.  

Features
FuzeZoom
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Fuze
5.9
111 Ratings
33% below category average
Zoom
5.3
15 Ratings
42% below category average
Hosted PBX5.578 Ratings4.68 Ratings
Multi-level Interactive Voice Response (IVR)6.373 Ratings5.010 Ratings
User templates5.360 Ratings00 Ratings
Call reports6.592 Ratings00 Ratings
Directory of employee names6.0107 Ratings6.411 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Fuze
6.8
107 Ratings
21% below category average
Zoom
6.7
19 Ratings
20% below category average
Answering rules7.199 Ratings6.510 Ratings
Call recording6.489 Ratings8.116 Ratings
Call park7.273 Ratings5.810 Ratings
Message alerts6.693 Ratings6.314 Ratings
Call screening00 Ratings6.510 Ratings
Business SMS/External Messaging00 Ratings6.86 Ratings
Voicemail Transcription00 Ratings7.110 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Fuze
7.4
91 Ratings
11% below category average
Zoom
-
Ratings
Video conferencing7.377 Ratings00 Ratings
Audio conferencing7.590 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Fuze
8.1
103 Ratings
3% below category average
Zoom
7.4
18 Ratings
15% below category average
Mobile app for iOS8.194 Ratings8.016 Ratings
Mobile app for Android8.177 Ratings6.812 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Fuze
-
Ratings
Zoom
7.2
710 Ratings
12% below category average
High quality audio00 Ratings7.7704 Ratings
High quality video00 Ratings7.6706 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Fuze
-
Ratings
Zoom
7.6
698 Ratings
5% below category average
Desktop sharing00 Ratings8.1697 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Fuze
-
Ratings
Zoom
7.5
703 Ratings
6% below category average
Calendar integration00 Ratings7.5626 Ratings
Meeting initiation00 Ratings7.9685 Ratings
Record meetings / events00 Ratings7.7658 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Fuze
-
Ratings
Zoom
7.3
613 Ratings
5% below category average
Live chat00 Ratings7.4595 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Fuze
-
Ratings
Zoom
7.1
591 Ratings
5% below category average
User authentication00 Ratings6.7511 Ratings
Participant roles & permissions00 Ratings6.9565 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Fuze
-
Ratings
Zoom
5.5
11 Ratings
30% below category average
Centralized communications management00 Ratings4.98 Ratings
Team messaging00 Ratings5.39 Ratings
Team document sharing00 Ratings6.79 Ratings
Call and meeting analytics00 Ratings5.09 Ratings
Best Alternatives
FuzeZoom
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FuzeZoom
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)
User Testimonials
FuzeZoom
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.
Read full review
Zoom
I think Zoom runs circles around Teams! I just wish starting meetings was easier - anyone with a link should be able to start the meeting the way you can in Teams. It would also be great to be able to see participants when you are sharing your screen.
Read full review
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.
Read full review
Zoom
  • I love how easy it is to set the focus on the presenter. It is annoying when people don't spotlight themselves as a presenter, so you get to see the whole gallery of attendees in smaller, two-inch windows.
  • I like the capability of having break-out rooms. Even though I don't use them very often, it is nice to have them available if the right situation presents itself for smaller group chats.
  • The recording quality is better than I have experienced with other products (Microsoft Teams, WebEx, etc.), and the fact that it is already an MP4, so I don't have to convert it for publishing on our intranet is huge to me.
Read full review
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.
Read full review
Zoom
  • Sharing zoom complete information is not visible on the screen, and also a bit is confusing minimizing and maximizing.
  • Every time someone enters the chat, a chat box appears on my screen, and some features are missing from this version.
  • Automatic conference connection based on a schedule isn't an option, and neither is enhanced security measures.
Read full review
Likelihood to Renew
Fuze
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.
Read full review
Zoom
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.
Read full review
Usability
Fuze
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.
Read full review
Zoom
Zoom is made for the non tech office. It has features that can be made to do what you need to run things on a day to day basis. Immediately we we able to get meetings going with remote employees. The ability to be able to add smartphone connected people was a big plus. Zoom met our needs at the time.
Read full review
Reliability and Availability
Fuze
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
Read full review
Zoom
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.
Read full review
Performance
Fuze
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.
Read full review
Zoom
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.
Read full review
Support Rating
Fuze
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.
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Zoom
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.
Read full review
In-Person Training
Fuze
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.
Read full review
Zoom
No answers on this topic
Online Training
Fuze
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.
Read full review
Zoom
No answers on this topic
Implementation Rating
Fuze
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.
Read full review
Zoom
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.
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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.
Read full review
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.
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Contract Terms and Pricing Model
Fuze
No answers on this topic
Zoom
The billing and price model is really fair for so many functions that they offer, our remote work requires each of the features that Zoom offers, so accepting payment for a tool like this is the least we can do. I like that billing arrives on time and that they offer opportunities and payment times.
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Scalability
Fuze
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.
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Zoom
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.
Read full review
Professional Services
Fuze
No answers on this topic
Zoom
Zoom is perfect for our business. We use it to video chat with prospective clients. The name recognition alone gives us credibility and it is very easy to screen share and send content out.
Read full review
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.
Read full review
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.
Read full review
ScreenShots