- 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.
- 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.
- 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 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
- Ease of use for app., laptop and mobile
- User and Admin portal
- SSO integration and manual process for user provisioning
- The analytics panel is still very much a build in process, not a complete solution
- Limited contact center configuration
- Limited API acces
- live platform monitoring is stil being built for admin use
- Nice user interface
- The chat feature is useful.
- The app is helpful to take calls when you're away from the office.
- Rings on multiple devices
- Some changes have to be made by Fuze and not the admin console in the hub
- The customer care is fast and tries to fix problems in a serious way.
- The service is fairly cheap, which can be good for a starting company
- The improvements the past year have been enormous, they grew as a company.
- The communication about coming updates could be more transparent.
- 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.
- Voice quality and resilience of Fuze phone. We have an MPLS circuit to Fuze specifically for Fuze Voice, backed up by an Internet connection. Call quality is great and failover is seamless.
- Ease of setting up meetings from Outlook.
- Vanity links for meetings is a great feature.
- Content sharing in Fuze meetings is easy and intuitive.
- Ability to transfer calls between multiple devices seamlessly.
- Better notifications, especially for IMS. Right now it is lacking, we miss a lot of IMS or phone calls because the notifications are very inconspicuous. Sometime they plain don't show up.
- In a Fuze meeting when/if I chose "dial in" option for joining audio, the client should dial the conference bridge number by just clicking a link, instead of having to exit to main screen and use the dial pad to dial the number. Same for "call me"- my Fuze number should already be pre-filled in the box, so I can just click OK and it will dial.
- Overall better interface for IMS. Like opening a separate window for an IM conversation.
- Need to be able to clear a list of recent calls in the app.
Fuze is a great fit for a company with tech savy people who embrace technology. Especially if the company has significant global presence, Fuze is the only UCAS provider, as far as I know, that can provide local phone numbers pretty much anywhere in the world.
Less suited for people who shy away from technology and like the feel of a traditional phone.
- Cloud deployment, so minimal Capital Expenditure investment.
- Scalable and flexible to allow for growth.
- Grants the ability to deploy globally at a lower pricepoint and with easier configuration.
- Integration with Office 365 could be better.
- Presence indicators could do with improvement.
- Better integration with Headset manufacturers would be advised.
- 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
- Fuze is easy to navigate and use, with an intuitive design that allows for new users to understand how to connect to a meeting and control what is happening.
- Fuze is available on all common platforms, meaning a user can choose to download an app, or simply use it as a plugin to their favorite browser.
- Quality of Audio and Video is very impressive, and the overall bandwidth needed for a meeting is relatively low compared to other solutions in the market.
- Because this program isn't particularly robust, a benefit for the user as it doesn't hog your device's resources, you can sometimes feel it struggle to provide a crystal clear image. It's a trade-off, but one that is fairly visible.
- The name. Sometimes when I mention Fuze to a client they assume its another company that has a similar name. They often go to the wrong site (if they're not following the link in the email) or will call back asking why a payment company is going to connect their meeting.
- There is some ground to cover on recognizability. Sometimes when offering Fuze, a client might ask "What about (other more recognizable solution)?" and list off names before they agree to test the software.
- Fuze has simplified our management of our phone system and agents with all data in one location.
- Fuze has created prefabricated analytics for reports.
- In the beginning we had a hard time getting the proper support when things weren't working. Our cases were not taken seriously and it took days to get things resolved.
- There are no summary pages for the call flows or menu flows to show a big picture view of the data.
- Fuze is excellent for one click to call.
- Fuze is excellent for integrating with your mobile device allowing you make business calls from your personal device.
- Sometimes has issues with click to call where it rings on my mobile device and desk phone at the same time.
- Sometimes I will randomly get a bunch of missed Fuze call notifications on my phone when I've been using my desk phone all day.
- It makes dialing a little faster and easier. I just click the number on my computer screen and then hit the headphones button on my phone and it dials.
- I like that it sends me an email when someone leaves me a voicemail. It records the voicemail. I like that it lets me know right away because I'm not always at my desk.
- I understand there are other apps that don't require me to mess with my phone at all. I think that would be better. It's a little clunky as it is now. I click the number on my computer screen and then my phone rings. I answer my phone and it dials the client. It's faster than dialing by hand but I feel like it's a little clunky.
- Simplifies management of VoIP. A Cisco network engineer is not needed to run/maintain the system.
- This system is much cheaper to run than on prem PBX/VoIP.
- Customer Support is non-existent. Support staff isn't knowledgeable or capable of doing their jobs.
- I'll mention it again, SUPPORT SUPPORT SUPPORT.
- Support staff rarely contacts customer or will leave issues unresolved for weeks or months at a time. There is a major lack of communication not only within Fuze but with their customers.
- Billing can also be an issue. It is very hard to keep track of active accounts with a service tied to them (especially with our turnover rate).
- The Fuze portal isn't always user-friendly, this is most noticeable on the call flows sections. Our company has multiple call flows, ring groups, and menus that make this page very hard to navigate. On this same note, finding available extensions for new hires is also a hassle on the portal.
- Fuze Fax is completely unreliable and fails frequently without any explanation.
- Call reporting is lacking. GUI is hard to use and it is hard to find the reports needed.
- Voice quality. Great hosted PBX features and top of class voice quality. We have not had any of the typical or expected VoIP quality issues that I've seen with other systems over many years in the industry.
- User experience. Having a single application (Fuze Desktop) for voice, chat and video simplifies the user experience immensely. Being able to move away from the legacy PBX days of maintaining multiple phone extension lists for each site, and utilizing a single company directory for all communication needs has been great. This includes their support for Okta and AD integration / SSO.
- Implementation support. Fuze has been great with both pre-sales and implementation support, for right-sizing the solution to our needs and specific organizational challenges. Their sales team was unique in our RFP process in that they showed to all levels of or IT team (from the service techs up through the CIO) that they were truly listening to us each time they came in for a meeting or demo.
- Ease of support. The Fuze portal is powerful but complex, and does not necessarily make it easy to learn how to support their environment. Fuze tech support doe an admirable job of providing these move / add / change services for us, but easier self-service for our IT service center would be helpful.
- After a learning curve the implementation is very smooth now
- The call quality is very good
- The reliability is significantly better than our previous provider
- The support organization has a significant issue with responsiveness and meeting expectations of request levels. We open a request with a 4 hour response and won't hear back for days. We really have to stay on top of the support organization.
It is well suited for organizations that do not want to be in the phone business. If you are looking for a phone system that does not require you to be a phone expert, or support a phone system, this is it.
Our end game in implementing Fuze was to 'get out of the phone business'. We're almost there in about a year.
- 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.
- 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|