Reviews (1-25 of 59)
- 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.
- Their admin portal that I use to login to can sometimes feel clunky. There is a lot of button pressing to get through the menus and you always have to click a refresh button when adjusting search parameters. This is different from the hub, which is more for user setup.
- The Fuze app is not always the most reliable. While being able to use it to call from your work number anywhere is nice. Calls sometimes have one-way audio and, on occasion, caused users calls to go directly to their voicemail.
- The user portal could use a refresh as well. Some of our users use an e-fax number for sending documents to clients. The feature is often missed because it is hidden inside a menu instead of being out in the open.
- Fuze is a modern solution for communication in and out of an organization.
- It acts well as a softphone system, from my perspective its best use in the U.S.
- Works as a conferencing tool, both for audio and video.
- Functionality outside the U.S. still needs improvements, in audio quality and range of dialing options.
- First level support is poor.
- Complicated requests from tech support take too long and are very clumsy.
Worldwide, the company needs to adjust itself to different time zones and improve the quality of the audio service. Technical support also needs serious improvement.
- Instant messaging using a single contact list across the organization.
- Easily configurable and manageable call center module with data reporting on the user level.
- Video conferencing is easy to use and integrates well with other applications such as Google Calendar and Outlook.
- We would like a bit more control over the user account names. At this point, we have to put in a ticket to change a username.
- At times the size limitation for eFax has been a challenge, but we have found ways to work around that.
- I would like to see a bit more customization availability on their web portal.
- Fuze is good at offering value-added services.
- Fuze is good at working through solutions to help our contact center.
- Fuze has honored their promises.
- Fuze has been slow to respond to billing questions and issues.
- Fuze reps do not always join our weekly call to discuss issues.
- They have responsive support which was important in our decision because we do support other clients and need high availability.
- They have high availability. We had previously been experiencing outages and this was a driving factor in our decision to make a change.
- They have very good reporting. We are able to get greater views into our calls than we could previously.
- I would like to see improvements in the soft phone and have the ability for it to control a physical device. Our previous solution was more of a software solution and we could have all the ability to either use the physical device or our computer. It is the one feature our users miss.
- 1st line of defense with any Fuze issue is handled well. It's easy to open a ticket and get someone on the line to speak to.
- Easy set up for first-time users.
- It is not complicated to get to your answer machine.
- Level 2 issues troubleshooting can improve.
- Level 2 techs can be more available.
- The provision window could be open 24/7 for phone resets.
- Fuze is really coming up with a new unified collaboration features & upgrading it to benefit to clients. Such as softphone services for both desktop, web & for the phones.
- The Fuze project team is good enough to analyze the customer's requirement & come up with a very positive deployment approach. Delivery of hardware phones & timeline is up to mark from fuze.
- Fuze support seems to be very impressive nowadays.
- Fuze could still improve on the support side. Need to engage with our Site IT teams to discuss the Fuze issues if the site is really facing. The Fuze support team needs to understand the concern about the issues. At least once in a quarter fuze need to conduct a survey on site level to improve the service quality if anything change is required from our local IT on the Fuze solution.
Fuze is being used by the entire company. Fuze Desktop allows people from all departments to communicate internally and externally. I have been supporting users from other departments within the company for more than one year now.
Although Fuze Desktop shows some errors once in a while it is indeed a regular application used in the company.
- Fuze has many features that allow you to communicate
- Fuze allows you to create meetings
- You can use Fuze on your smartphone (spp)
- Fuze has poor call quality sometimes.
- It's not easy/intuitive to manage some features in Fuze portal.
- Fuze support takes long time to get back to you.
- Voice payload, especially with the advances to the mobile and softphone clients.
- Basic contact center routing. We have call centers with low numbers of users who only need basic routing. This helps us avoid a more expensive solution that is overkill.
- TAM program: Amanda Juliano. We have a fantastic relationship with our TAM. She is extraordinarily responsive and gets great results for questions and issues we have.
- Overall reporting. The advances in reporting have come a long way, but there are areas where data and data manipulation fall short. Limiting live data to 90 days and only allowing long term reporting to a BI tool is hampering the tools that can be used by standard managers. We would like the ability to run trending outside of a BI tool. We need to be more granular with individual call details. (ex. ID'ing fats pass calls versus standard queue calls).
- Removing tools before a full replacement is ready. Removing data older than 90 days in reporting pages. Going GA with new softphone clients before full functionality of the old tools is in place. Moving reporting to a new platform without copying old reports to the new platform and copying current, saved reports for users. These are a few examples where a new solution was introduced before securing the current capabilities in the new tool.
Fuze Review: "Just about ticks the box but could be so much better with more direct customer service/engagement."
- 95% of the Time the Fuze solution works well
- Relatively simple to use
- User management relatively simple
- Billing - duplicate bills. Billing descriptions/period not always transparent
- Customer Engagement - most of the time you are dealing with non-personal support/escalations/billing . Little or no ownership of issues or listening to the needs of the business. Lack of consultancy - i.e. how to get the most out of the solution
- Reliability of the Fuze system is not 100%, with sound quality distortions, interference, voice over. And when we experience issues, Fuze don't seem too interested with resolving, engaging or supporting.
- The application for audio calls works great. It's been well designed and is updated frequently
- Audio quality has always been good both on mpls and regular internet
- The implementation team was great! On the ball and had solutions/answers to all of our issues during go live
- The collaboration piece doesn't work well. Demo'd it but doesn't compare to WebEex in terms of functionality and stability.
- Support team is lacking. Slow responses, unanswered questions, needed prodding and escalation.
- Backend UIi is not user-friendly. The UI is dated and lacks cohesiveness. There are still references to thinkingphones.com and tools are scattered amongst different websites.
- One of the most useful features is the MERGE. It allows you to combine two ongoing calls if they are people from the same company calling you for a similar issue or if you were trying to connect to more than one people at the same time.
- Crystal clear sound and pitch perfect video. Better than any other tool out there on the market. I have experienced that the video and audio quality is way better than Skype. I can say that because we use both.
- One of the other useful features is the ADD feature. It allows you to add other attendees to an already ongoing calls. Unlike other tools with Fuze you do not need have a new call initiated to add one extra person or someone who wants to jump in for a call in the middle. You can do it on the go! I love that feature of Fuze.
- There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
- I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.
- The interface is very intuitive and I'm able to setup a call quickly with the people I need to contact.
- Call quality has been especially good for me as long I have a stable internet connection.
- It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.
- Their client software can face a few bugs here and then and it may take awhile for them to be fixed. One such example is the audio settings, it does not save the proper audio setup all the time when I'm docking and undocking my laptop.
- Fuze technical support is not very good. They take a very long time to get back to you. When filing an urgent case that needs to be resolved quickly, I am not able to rely on them to give me the punctual and effective support that I need.
- Registering conference phones can be a pain, as I have to follow a fairly long set of instructions to register them to Fuze.
If you're looking for decent technical support, then I strongly advise not going with Fuze, as there have been a lot of instances that I've had to solve the issues myself.
- Handing off a call from wifi to the cellular voice/data seamlessly
- Persistent chat across all your devices
- Calling features across multiple desktops and mobile devices
- Desktop Sharing and collaboration
- Web UI needs to have the ability to make phone calls
- We did a lot of number forwarding in our old platform, with Fuze sometimes this is cumbersome
- Better support of SIP/ATA endpoints
- Once setup and properly configured, audio quality with Fuze is great.
- Fuze eliminates the need to purchase hardware handsets as calls can be made via the Fuze application and wireless headset.
- Provisioning new users and removing users once they leave the organization is very quick.
- Increase compatibility with various wireless headsets.
- Adding the ability to forward to a number via App settings vs portal.thinkingphones.com
- Use the same password to login to Fuze app and Fuze portal
- Option to record calls via Fuze Application
- Unified platform - desk phone, soft phone (computer) and mobile are all connected as one account for the user, providing a seamless and simplistic experience
- Business continuity - automatic failover to other circuits in your organization in the event the primary goes down. The mobile client acts as a 3rd layer backup, utilizing cell towers for service. Their investment on ensuring uptime has been a great benefit to Caplugs.
- Reporting - their assortment of canned reports are useful and highly visual, but the real power lies in their Fuze Data platform, providing companies detailed call data to report on as they wish.
- Network stability for instant messaging and video. While voice has performed at the high level we would expect, any minor disruption in the connection will disrupt IM and video. I would like to see greater tolerance for common network speed bumps.
- Expanded functionality for the preferred device and Fuze Desktop connection. For example, I would like to be able to transfer a call from my Fuze desktop to the preferred device and listen to voicemails on the preferred device via the Fuze desktop.
- List management within Fuze desktop. We have recent calls and favorites today, but I would like the user to be able to create separate lists for quick and easy access, similar to the legacy Thinking Communicator.
Gaining a foothold in Asia-Pac has been a struggle for Fuze - while there are plans for improvement in the future, I would consider other options for that type of communication.
- The Fuze implementation process was the smoothest and best-organized roll-out of any major infrastructure project I have been involved with. The engineering and sales team provided a clear roadmap, stuck to it, and performed flawlessly.
- The system stability, voice quality, user provisioning and de-provisioning, and overall ease of use is something Fuze has done particularly well. Whatever I need is there in the portal, and the 'take-it-for-granted' feeling the users have is a huge strength.
- Continuous improvement- in the two years this company has used Fuze we have seen numerous updates to the softphone, new features in the desktop phones, and constant communication from our customer advocates and support team.
- Tech support- rarely used but responsive and experienced, a definite strength.
- A more aggressive end-user training and help scenario. Users who are unfamiliar with UCaaS and are wedded to the traditional role of the desktop phone can be slow picking up the idea of a UCaaS account and all the benefits and possibilities. More visible links and reminders on the phones, softphones, and apps, and easy access to short videos put right in front of users' eyes might help user adoption.
- Easy to Deploy services and configurable by non-IT individuals
- Reporting has always been very easy and provides valuable insight
- Telephony that just works and is completely stable.
- Support always could use improvement. But this is the case at any organization.
- Investment in additional Contact Center tools
- Provide more self-help abilities
- Fuze is now on a faster development cycle, implementing a lot of new features and bug fixes at a faster rate! This is great because you can tell they care about the product and getting features in that customers want.
- Fuze has great project managers and support engineers to help see the deployments through from beginning to end. We don't have to worry about missing anything in the deployment, despite having quite a few different locations with different call flows, equipment etc.
- The core features of being able to make and receive calls works right out the gate, every time. We've never had issues after a deployment of not being able to make or receive phone calls.
- The Fuze Desktop application works incredibly well and has been updated quite a bit in the past 6 months. 10/10 on design.
- Fuze could do a better job of encompassing paging equipment solutions into the project implementation. It seems this is usually always tied to the phone system and when this changes we've had issues with paging not working on the days or even weeks after go-live on the Fuze phone system. Having one or two proven solutions to offer that they know work right out the gate with Fuze would be nice, as many of our manufacturing plants need to upgrade these paging systems anyway.
- Fuze could provide help on user-onboarding to make sure we're getting the most out of our product. We've had issues getting our users to make that culture-shift to using IM.
- I'd like to see easier device management available to the user to be able to easily switch between which devices I'd like to ring on. Many times If I decline a call on one device, it continues ringing on the other two.
- It would also be nice to see some simpler AD integration options for user authentication.
- The Fuze App for Android is buggy and I have trouble joining meetings at times. It also takes quite a bit of battery. Instant messaging is nice, in the app. Overall, could use some work.
- Voice Calls - soft phone has been able to replace my desk phone while still maintaining all the functionality that I had before and then some.
- Portability - I run this frequently from my iPhone when I need to contact folks and need their number or if I just need to join a meeting while I’m the road and then easily transition to my softphone once I’m at my computer.
- Portability 2 - I can run this from home when I’m working remote with no issues.
- We tried the Fuze conferencing but it was just too difficult for external users to easily get connected correctly. We ultimately moved to Zoom which is very simple for people to understand and use even if they have never used it before.
- I have no other complaints.
- Voice quality is very good and we do not have to manage the servers and carriers like we did with our in-house system.
- The contact center is very easy to manage and change. I can change call routing, add or delete queue members, or change dial plans very easily from the Fuze Portal.
- The mobile app is really good.
- We tried to implement the Fuze Meeting portion of the service in 2017, at that time the service was not easy to use. It was difficult to train my meeting hosts and we had screen sharing reliability issues.
- We would like to have the option to clear missed calls on the desktop app.
- We would like to have the option to clear missed calls on the mobile app.
- Cost Effective
- Simple to use
- Responsive customer Support
- APIs are pretty bad
- A lot of the work has to be done on their end, which leads to delays. Would be great to be able to manage software independently
- No adherence or availability measures. On break, etc., doesn't work. The system can be buggy.
If you want to integrate with several other platforms, or have advanced analytics I would not use Fuze. They try very hard, but their integration with outside software is subpar
- Softphone design and mobile app design is perfect.
- Meeting software is quite powerful
- Integrations are very useful
- What is the point of an RCF number?
- Consolidate the hub and admin portal very confusing where to go sometimes
- Support could be faster
- Scheduling and inviting attendees to a meeting is simple and straightforward.
- Fuze allows attendees to call into the meeting via phone or to access audio and video through the Fuze app or a web browser.
- Sharing screens is simple and changing presenters throughout the meeting is easy to do. This is great for training purposes and allowing everyone to participate and ask questions if they are seeing something different on their screen.
- We usually copy the meeting link from Fuze and then send it out via email. If Fuze could import contact info from Outlook we could eliminate this step and send the invite directly from Fuze.
Fuze Scorecard Summary
Feature Scorecard Summary
- IT leaders are accustomed to accepting the upfront risks that come with implementing new standards, processes, and technologies. Yet 76 percent of CIOs say that adoption is critical to the success of the new technology. Learn how to best serve employee needs when introducing a Unified Communication as a Service (UCaaS) solution, and how to drive widespread adoption.
- The role of today’s CIO has never been more challenging. Operational responsibilities, budget pressures, customer expectations, and the demands of the business are creating a unique landscape for the CIO to navigate. This new study of 292 CIOs sheds light on current challenges to maneuver along with key strategies and initiatives forward-looking CIOs are planning to push through in 2017.
- Effective unified communications as a service (UCaaS) promises to deliver seamless, secure, and cost-effective communications—across multiple channels, and on different devices, anywhere you need it. Learn all the basics and best practices of unified communications.
- To keep up with today’s workforce, your business tools – including those used to communicate and collaborate – must be agile, secure, scalable, affordable, and predictable. Learn how to simplify and streamline your organization's communication and productivity applications.
Fuze Customer Size Distribution
|Small Businesses (1-50 employees)||8%|
|Mid-Size Companies (51-500 employees)||27%|
|Enterprises (> 500 employees)||65%|
Fuze Support Options
|Video Tutorials / Webinar|
Fuze Technical Details
|Mobile Application:||Apple iOS, Android, Mobile Web|
|Supported Countries:||Global - NA, EMEA, APAC|
|Supported Languages:||Spanish, French, German|