Reviews (1-25 of 91)
- 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.
- Online training
- in-person training
- Software clients available on a variety of platforms.
- Regular updates with useful new features.
- Support staff is well trained and responsive to customer issues.
- 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.
The main struggle has been getting users to actively use the Fuze Desktop client. Many are simply comfortable with picking up a handset and dialing an extension and prefer to leave their Desktop client unused. Unfortunately, this prevents full use of the Fuze platform's "presence" data, as well as rendering the Direct Messaging function useless.
- Instant Messaging (with presence awareness).
- VoIP phone on your PC (softphone), I only use the softphone.
- Good quality Calls
- Support: This is where I had to give a 9, support takes too long and lacks product expertise.
- Reporting: As an admin, I can get what I want, but delegating that to others is limited.
- Availability of service has been up 99 % of the time.
- Call quality via WiFi is pretty good.
- Mobile app is great.
- On the desktop app, the errors with updating the app are constant if it can't update.
- Pick up groups don't seem to work the best.
- Constant error message - meetings are not available.
- Fuze is really easy to use even if you've never used a VOIP system.
- You can easily connect your cellphone number and Fuze number together to make it feel like a regular phone call.
- Fuze support is very helpful and will reply to us as soon as possible.
- I want to have the ability to block out numbers especially if they are from automated telemarketers.
- The option of having caller ID, although it does show where the call is coming from
- On mobile, if my phone was silent the ringer turns on automatically on its own
- It's cloud based, so you can access it anywhere. Works great for staff that works from home.
- It can be used across different platforms. We use the desktop app, mobile app, or the web version, and they all work fine.
- It can be linked if it has multiple locations. We have two locations in our city and are under the same center.
- Some configurations are not available, which causes it to be more limited than other systems.
- Support is not always knowledgeable with some of the more common PBX issues.
- The Contact Center Desktop app requires Java, and only uses an older version.
I wouldn't recommend it for a contact center solution because it can get pricey if you're a large business and everyone will be using desk phones. You also won't be able to access the desk phones' admin settings for specific configurations because it's not allowed with their service. If you're using the desktop app, then that can be an inexpensive solution for a contact center but is updated frequently, which can cause it to act unstable at times. In all, Fuze is a pretty solid system.
1. Not dialing 9 to get an outside line.
2. Pressing the send button to activate the call from a desk phone.
- no training
- Unifying Organization phone system
- Personal Call History
For users new to phone administration, Fuze can you help you with the set up but be aware there will be a learning curve.
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.
- Easy to set up. The team that carried out the analysis and implementation of the solution was very professional and attentive to our needs.
- Training. The online training and documentation is very comprehensive and well organized.
- The support is very reactive if a problem occurs.
- Look and feel. The interface is not very modern and cannot be branded in your company's colors.
- Contacts synchronisation. Some fields of the contacts are not imported (If you have "company" contacts you will only see the phone number unless you move the company name into the first name). The interface does not show you all fields.
- Video conference. Image quality is worse than other products (Zoom, Google Meet).
- Fuze has the potential to be a great platform with its ease of use.
- Fuze is a very appealing color scheme
- Fuze customer support is not helpful to say the least. They are not very responsive, and when the do respond their time frame is slow.
- Fuze platform does not seem to work with our organization as we have loud echo sounds when on a meeting or call. These echos are so bad that we need to end the meeting and move to another format to hear each other
- Interactive remote meetings are a breeze with Fuze. The ability to share and control remote screens works well.
- The phone app is very useful. You can join any meeting from your phone and even receive calls through your extension. Even on cellular data, screen sharing still works well.
- User administration is as simple as it can get. Fuze integrates well with Active Directory and the support team will help set up all the defaults. New users can be created with just a few clicks.
- Our team loves to send gifs. Teams allowed us to integrate a giphy button. Fuze does not have the same functionality although they have mentioned it will be in a future update.
- If you don't have sound turned on getting a notification of a new message can be problematic. The icon on the taskbar blinks, letting you know there is a new message. Sometimes this doesn't function correctly.
- There is no way for a user to block or control a blocked list of phone numbers. Some users get many scam calls or annoying cold calls. This would be a helpful feature.
- Wealth of features
- User Interface
- Their Support is VERY lacking. Almost every exchange I have with their support requires me to escalate. I have submitted cases with P1 priority (top priority with 4 hour response window) and have gone a week with no response, prompting me to email our internal contacts to make progress. With most of my contacts, I have to explain the issue multiple times as the agent does not understand what I'm asking.
- Their helpdesk line is basically just a verbal ticket submission. When you call you're not getting connected to an agent who can help, you're connected to someone who basically creates the ticket for you and then someone else will contact you later.
- We have run into a myriad of issues with Fuze implementation. Some of those issues were on our side, some on Fuze. But it always felt like it took far too much time to get resolved. We've been with Fuze for nearly 1.5-2 years and are still not 100% implemented properly. We have whole offices who have given up using the service.
- Fuze Rooms does not accommodate our needs. It is a conference room software that runs using the exact same software that you use for desktop calling, but it does not include a dialer or the ability for external dialing.
I think that companies should do their research and make sure their hardware/network is up to snuff if you intend on doing a Softphone-only deployment, or purchase physical desk phones. Their Softphone software is nice and convenient, but I wouldn't depend on it company-wide.
With my previous VoIP vendor, I was able to direct users to their support for phone-related issues. While it didn't happen often, it was nice being able to allow end-users to work directly with their support. Fuze does not allow this, and so there end up being those situations where you're playing man-in-the-middle trying to translate and interpret what each side is saying, with typically long delays in response.
Fuze's Softphone is a nice piece of software, but be aware if you use it as the primary means of making calls. Be sure your network and computer hardware are configured properly and is compatible.
- It allows you to choose any European or world number to communicate with.
- The prices are for all devices and you can log in using their app or the web.
- Good call quality especially in open areas.
- The customise options are very important because it helps personalise the use.
- Video calls are good but need to be higher quality and have more options on sharing.
- Visually it's okay, but some icons [look like] children with no experience can use them, especially for specific options.
- Integration with other browsers as there is with Chrome.
- Great platform for VoiP.
- Hosting meetings is a breeze.
- The Fuze Contact Center is great for monitoring call queues.
- Backend support is hit and miss.
- The Fuze admin portal doesn't let you change usernames.
- Billing is usually an issue, where we are being billed for numbers not in use.
- Mobile application is completely in sync with Desktop app and desk phone.
- Very easy to implement in all regions of the world.
- Quality of traditional voice services is excellent.
- There are incidents that occur which are still too frequent throughout their infrastructure.
- Support response is somewhat limited in speed to respond and quality of assistance.
One feature enhancement is alignment on ring capabilities so that all 3 points of presence are aligned. For example, when I silence the ring on one of my devices, the ring should be silenced on all devices at the same time. Very often, I'm working at my desk with a desk phone, desktop application, and mobile phone. Often, even in a meeting. I would like to Reject the call on a single device and have that carry over to all other systems.
The other feature I'd like to see is tighter Office 365 integration with meetings scheduled in Fuze. Specifically, I'd like for the Fuze meeting scheduler to create the event within Office 365 at the same time it's being scheduled in Fuze.
- Good voice quality, and meetings are generally stable.
- Web client which closely resembles Windows client.
- Sluggish client, takes up too many system resources even with optimizations.
- Mobile client is very slow initially while it rebuilds and caches your message list.
- Call quality was solid. It didn't drop packets.
- Simple design. Easy to use.
- I did not need to run through any training, it was that simple.
- Functionality -- video.
- Call recordings access.
- Access to call stats.
- I really liked the phone app. I felt like it was easy to install and it was immediately obvious when someone from work was calling or messaging vs. someone personal.
- The integration with my CRM was simple and made calling right from the web very easy.
- I liked the chat function and creating groups.
- Overall I felt like Fuze met my personal needs as an SDR.
- Occasionally I felt like I had issues with sound or calls not connecting well, although it is difficult for me to know if it was problems with Fuze or possibly my work computer or internet.
- Could have been more robust in terms of document sharing (similar to MS Teams.)
- Affordable contact center.
- Call quality.
- Numerous ways to connect to the platform.
- Some common features are missing from the Fuze hub such as endpoint management.
- Updates to the Fuze Desktop software occasionally need to be manually installed.
Fuze Scorecard Summary
Feature Scorecard Summary
What is Fuze?
Fuze Videos (2)
- 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.
- Fuze Game Changers
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
|US Outbound||$0.02||Per Minute|
|Canada Outbound||$0.02||Per Minute|
|UK Outbound||$0.01||Per Minute|
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:||English, Spanish, French, German|