Fuze
Based on 196 reviews and ratings
Zoom
Based on 4488 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- In-Person Training
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Professional Services
- Return on Investment
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.
Provided by the TrustRadius Research Team
Published on June 5, 2020
Feature Set Ratings
Cloud PBX
Fuze

Zoom
Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

Call Management
Fuze

Zoom
Answering rules

Call recording

Call park

Message alerts

VoIP system collaboration
Fuze

Zoom
Video conferencing

Audio conferencing

Mobile apps
Fuze

Zoom
Mobile app for iOS

Mobile app for Android

Performance & Compatibility of Online Events Software
Fuze

Zoom
High quality audio

High quality video

Low bandwidth requirements

Mobile support

Screen Sharing
Fuze

Zoom
Desktop sharing

Whiteboards

Online Meetings / Events
Fuze

Zoom
Calendar integration

Meeting initiation

Integrates with social media

Record meetings / events

Slideshows

Online Events Collaboration
Fuze

Zoom
Live chat

Audience polling

Q&A

Online Events Security
Fuze

Zoom
User authentication

Participant roles & permissions

Confidential attendee list

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
Fuze

Zoom
Likelihood to Renew
Fuze

Zoom
Usability
Fuze

Zoom
Availability
Fuze

Zoom
Performance
Fuze

Zoom
Support Rating
Fuze

Zoom
In-Person Training
Fuze

Zoom
Online Training
Fuze

Zoom
Implementation Rating
Fuze

Zoom
Contract Terms and Pricing Model
Fuze

Zoom
Product Scalability
Fuze

Zoom
Professional Services
Fuze

Zoom
Likelihood to Recommend
Fuze
Zoom
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.
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.
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.

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.
Pricing Details
Fuze
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Entry-level set up fee?
Starting Price
Fuze Editions & Modules
Edition
US Outbound | $0.021 |
---|---|
Fuze Meetings | $152 |
- Per Minute
- Per User/Per Month
Additional Pricing Details
https://www.fuze.com/fuze-plansZoom
General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Starting Price
Zoom Editions & Modules
On-premise Edition
Virtual H.323/SIP Room Connector | $491 |
---|---|
Business | 19.991 |
- per month
SaaS Edition
Basic | Free1 |
---|---|
Pro | 14.992 |
Business | 19.992 |
Enterprise | 19.992 |
- Free
- per month/per license
Additional Pricing Details
Discounts available for each plan if you pay annually.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
Online Training
Fuze
Zoom
Implementation Rating
Fuze
Zoom
Alternatives Considered
Fuze
Zoom
Contract Terms and Pricing Model
Fuze
Zoom
Scalability
Fuze
Zoom
Professional Services
Fuze
Zoom
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.
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.