- 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
- 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 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.
- Their data API is great for getting the data you need out of their system as long as you or somebody you know can write a program to call that API.
- Allows for calls to be taken by mobile app, desktop app, or desk phone.
- Flexible call center logic and that allowed us to continue to function as we have been, even if what we were doing wasn't the most common practice.
- Fuze support response time is typically very slow and they routinely miss their SLAs.
- Some admin portals have an interface that are in need of updating. They are very much still in the middle of their rebranding as some portals reference "Fuze" while others reference "Thinking Phones." This is a bit confusing for new end users when their primary web portal is "portal.thinkingphones.com"
- The canned reports are very limited and seem and the tech driving them leads to some reports missing or chopping off longer fields even though they are standard fields for any Fuze call (i.e. "ABCDEFG" shortened to "ABCD...")
- Fuze does a good job of providing a portal that makes changes simple and easy to accomplish day to day tasks.
- Implementation and deployment is a very simple process with little to no problems
- Fuze has the ability to adapt to the changes needed by the business and is willing to work with you to make design changes/enhancements to the product in many cases.
- Support on issues are extremely slow to get started
- Support personnel are not always well trained requiring escalations
- Product portal is slow and sluggish to use.
- 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.
- Fuze makes it very easy to join an existing meeting in progress. If a user finds it difficult or frustrating to join in, they may not end up attending the meeting and could potentially miss out on crucial information.
- Fuze seems to have great connectivity. I've never been dropped from a meeting, nor have I witnessed anyone in my meetings get booted.
- Fuze makes it very convenient to connect to a meeting no matter what kind of participation your technology allows.
- I would like to see more screens available in the screen sharing option.
- I would like to be able to turn over admin responsibility mid-meeting.
- I think it could have a more vibrant aesthetic.
- Features in the Fuze Desktop and smartphone app are conceptualized well.
- The Fuze implementation project manager has been attentive to our needs.
- Fuze leadership is open to feedback and constructive criticism.
- The Fuze Desktop software (softphone) is evolving. At times the product is unstable and Fuze has no work-around or answer why this is happening.
- The Fuze support process is not mature in comparison with other UCaaS product vendors. Typically important issues are not sufficiently prioritized and require escalation with Fuze support.
- The platforms for Fuze configuration, monitoring and reporting are separate and very dissimilar. This is improving with their investments in a single platform, however the current tools cause inefficient management of call queues and user accounts.
- Since May 2017 we have experienced several outages that impacted all business locations. It seems that Fuze needs more monitoring systems for early warning of events that impact services.
- Superior voice quality
- Ease of use
- Access to new products
- Technical issue resolution can be slow
- Over communication is often necessary when explaining an issue (beyond the norm)
- Hardware and warranty issues have been difficult to resolve
- Click-To- Call. This is a direct integration with Salesforce that allows you to click the Fuze icon and it will automatically dial for you. This is especially useful for our Sales reps who need to have a high amount of calls to make throughout the day. Allows us to move much faster than normal
- Call recordings- all calls that happen within Fuze are recorded and can be easily found on their portal. By one lick, you can download the call and then relisten to it or save it. This is a great feature for call coaching opportunities and also for people to re-listen to their calls to make sure they got all the relevant information
- Ease of use. Fuze is a very intuitive tool that does not require a lot of training to use. Once you download the application it is extremely easy to set up and get going. It has a very modern look and feel and is well organized.
- Fuze does not let you mark mass calls as complete. So every time I open the app I usually get a bunch of notifications of missed calls or voicemails and I have to click on each one in order for them to go away. It would be nice if I could mass select all the ones
- From a functionality standpoint sometimes the call quality has been poor. I have heard only multiple occasions from prospects that the connection sounds statically or there is significant amount of feedback occurring. This is usually resolved after hanging up and calling back but that is not the best experience for both parties involved.
- Fuze help us see what queues are busy IN REAL TIME!
- Fuze has continued to improve their system with features we didn't even know we wanted until we could use it.
- Fuze currently is working on making their API better. It would be nice if Fuze had a team to help us use their API.
- I have found some of the learning resources out-of-date, which made initial configuration of our system difficult.
- They welcome any suggestions.
- Support team will assist you till the end.
- Fuze Desktop pretty simple to use.
- Following through on suggested ideas about making the product a better product.
- Call center features could use some improving. Particular allowing supervisor to add and remove there agents.
- Better analytics
- Saved call recordings allows you to fine-tune your craft or review things you might have missed
- Integrations allow you to click on any number and call someone, no matter the website or interface
- Drop down call result features allow you to document how a specific call went so you can properly track
- Inability to transfer ownership or search other numbers recordings. Sometimes I'll take calls in different rooms and I'm unable to pull those calls.
- Issues with audio quality.
- Quality of support - took me over 24 hours to get in touch with a rep for a specific question.
- Provides us with clear phone calls to hear the members with no interruptions.
- Fuze Support team is very helpful and quick to resolve issues.
- More options for notifications. Being able to change the size of the pop-up window or changing the location of the notification window.
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|