Skip to main content
TrustRadius
Fuze

Fuze

Overview

What is Fuze?

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

Read more
Recent Reviews

TrustRadius Insights

Fuze is widely used as a Unified Communications platform, offering voice, video, and text collaboration for offices and mobile users. Its …
Continue reading

A great product

8 out of 10
February 17, 2022
Incentivized
Fuze is being used by the whole company. We tried to eliminate the use of hard phones and started asking users to use softphones.
Continue reading

FUZE - 2 Years Later

9 out of 10
October 27, 2021
Incentivized
We use Fuze company-wide. Desk phones, mobile app, desktop app, and Outlook add-in are all in use by various people. What parts of Fuze …
Continue reading

Enjoying Fuze

9 out of 10
September 03, 2021
Incentivized
Fuze is used for quick communications through the message feature and calling anyone with ease (no need to look up or memorize phone …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Mobile app for iOS (94)
    8.1
    81%
  • Answering rules (99)
    7.1
    71%
  • Message alerts (93)
    6.5
    65%
  • Directory of employee names (107)
    5.9
    59%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing

US Outbound

$0.02

Cloud
Per Minute

Fuze Meetings

$15

Cloud
Per User/Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.fuze.com/fuze-plans

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $15 per month
Return to navigation

Product Demos

Fuze YOUnified Communications HD

YouTube

New Sansa Fuze Demo

YouTube

HTC Fuze Invisible Shield Application Demo (part 1)

YouTube

Demo of World War 2 No 36 Mills bomb training grenade (Safe and Inert !) & genuine inert DRILL fuze!

YouTube

Fuze Desktop Demo Video 4.8 Final

YouTube

Demo - Liquid Nails Fuze*it All Surface

YouTube
Return to navigation

Features

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

5.8
Avg 8.2

Call Management

Customized phone system settings

6.8
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

7.4
Avg 8.3

Mobile apps

Apps are compatible with mobile devices.

8.1
Avg 8.3
Return to navigation

Product Details

What is Fuze?

Fuze is a global cloud communications and collaboration software platform for the enterprise. The platform is designed to enable seamless transition between calling, meeting, chatting, content sharing, and collaboration on any device. The vendor’s value proposition is that Fuze empowers the digital workforce anytime, anywhere, and across any device.

Headquartered in Boston, MA, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Paris, Munich, Zurich, Copenhagen, and Sydney.

Fuze Features

Cloud PBX Features

  • Supported: Hosted PBX
  • Supported: Multi-level Interactive Voice Response (IVR)
  • Supported: User templates
  • Supported: Call reports
  • Supported: Directory of employee names

Call Management Features

  • Supported: Answering rules
  • Supported: Call recording
  • Supported: Call park
  • Supported: Message alerts

VoIP system collaboration Features

  • Supported: Video conferencing
  • Supported: Audio conferencing

Mobile apps Features

  • Supported: Mobile app for iOS
  • Supported: Mobile app for Android

Fuze Videos

The reimagined Fuze user experience takes Unified Communications to the next level by blending voice, video, and chat across a single interface designed to enable the business user as well as the IT administrator - all while maintaining the same enterprise-grade platform ensur...
 Show More
Fuze is a global cloud communications and collaboration software platform for the enterprise. Through an innovative and consumer-inspired unified experience, Fuze enables seamless transition between calling, meeting, chatting, and sharing. Fuze empowers the digital workforce a...
 Show More

Fuze Competitors

Fuze Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesGlobal - NA, EMEA, APAC
Supported LanguagesEnglish, Spanish, French, German

Frequently Asked Questions

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

Fuze starts at $15.

RingEX, Mitel MiCollab, and Dialpad Ai Voice are common alternatives for Fuze.

Reviewers rate Mobile app for iOS and Mobile app for Android highest, with a score of 8.1.

The most common users of Fuze are from Mid-sized Companies (51-1,000 employees).

Fuze Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)8%
Mid-Size Companies (51-500 employees)27%
Enterprises (more than 500 employees)65%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(199)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Fuze is widely used as a Unified Communications platform, offering voice, video, and text collaboration for offices and mobile users. Its cloud architecture and intelligent design ensure business continuity, even in the event of a primary circuit outage. With Fuze, organizations can address the distributed nature of their workforce by providing voice, call center, instant messaging, and teleconferencing capabilities throughout the organization. Users rely on Fuze as their primary means of communication, enabling 24/7/365 connectivity among employees in corporate offices, satellite offices, and work-from-home setups. During the Covid shutdown, Fuze proved invaluable as it replaced outdated phone systems and allowed employees to take their phones home and use them seamlessly as if they were in the office. Fuze's variety of features and capabilities meet the high expectations of users who have experienced more advanced systems in the past. It serves as a single communications platform across multiple locations and divisions within an organization, meeting the diverse needs of various divisions around the globe. Whether it's for collaboration, messaging, calling or replacing traditional phone systems, Fuze offers ease and convenience while addressing critical business issues such as managing multiple phone systems, supplier accounts, invoices, and call support problems. With its streamlined unified communications experience, Fuze has helped reduce telephony and conferencing costs while simplifying internal communications infrastructure. From remote meetings to contact center solutions and sales departments' communication needs, Fuze provides a reliable platform that improves productivity and builds stronger relationships with customers. Users appreciate how it integrates seamlessly with different devices like desk phones, computers, and mobile devices, streamlining communication processes and saving valuable time.

In summary, Fuze offers a wide range of use cases including voice calling, video conferencing, instant messaging for collaboration purposes within an organization or between offices and mobile users. It solves critical business problems by providing reliable connectivity among employees regardless of their location or setup. With its variety of features and capabilities, Fuze meets the high expectations of users who have experienced more advanced systems in the past. It simplifies internal communications infrastructure, reduces costs, and improves productivity by providing a streamlined unified communications experience. From contact center solutions to sales departments' communication needs, Fuze proves to be an invaluable tool that enhances collaboration and strengthens relationships with customers.

These recommendations reflect users' positive experiences with Fuze, highlighting its effectiveness in improving collaboration across multiple platforms. Users highly recommend Fuze for its ease of use and navigation, as well as its ability to enhance web conferencing experiences, especially with the webinar function. They suggest ensuring a steady internet connection with sufficient bandwidth and comparing Fuze with other options before making a decision. Users also advise thoroughly testing the setup and considering other customers' experiences before fully committing to Fuze. Additionally, they recommend checking if Fuze can integrate with the CRM system and suggest having a backup plan for connecting with clients. Some users mention the need for improvements in contact center reporting and call quality, as well as better technical support. They also recommend working closely with Fuze for call tree preparation and phone routing. Overall, users find Fuze to be a reliable, cost-effective solution for lightweight audio/video conferencing and collaboration.

Attribute Ratings

Reviews

(51-75 of 116)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is a really good fit for my company. It delivers an incredible number of features for the cost. The Fuze employees I’ve worked with have been hit or miss. My account manager is a nightmare but most of the support associates I worked with know the platform well. The contact center is very basic but works incredibly well for my mid-sized company’s help desk. The pricing of the contact center made Fuze the clear winner when picking a new phone system. Voice quality has been crystal clear even when traveling abroad.
  • 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 excels at being an affordable, basic contact center. It's a poor choice if you need to customize every aspect of the user experience.
Brandon Patton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We currently utilize Fuze across our entire organization. Other than email, it is a heavily-used source of collaboration between teams and employees for internal communication, external meetings, and our phone system. Previously, many of our tools were on different platforms, all from different vendors, and often lead to confusion and training issues, whereas with Fuze, everything is centralized into one package that allows us to focus on one product for our communication needs.
  • A single platform that covers instant messaging, screen-share meetings, and phone calls.
  • A fast, intuitive interface which assists in quickly onboarding new employees to the platform.
  • Client support for many devices-- physical phones, mobile phone apps, and desktop apps for multiple OSes.
  • The support portal system can be difficult to navigate.
  • An idea System is implemented, but needs dramatic improvements.
  • The administrative interface can feel disjointed (some features are available in this portal system, and other features in a different portal system).
Fuze is well suited for the growing enterprise that is looking to combine meeting/webinar tools, a phone system, and an instant message system into a single platform. Fuze also provides an excellent onboarding process with key stakeholders to ensure that all needs and questions are met before the go-live date. Fuze has a large array of quick video tutorials for those that need additional instruction in utilizing many of the features of the Fuze application and platform.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is used by the whole organization. This solution addresses having a single platform that is simple to deploy, manager, and expand as the company grows. The solution has also been very helpful for creating call center routing for customers and ring groups so that customers are always getting a live person.
  • Simple easy deployment with only the need for internet access
  • Portal access that allows for quick changes to call routing and scripts
  • Expansion is as simple as adding additional phones and placing them in groups needed
  • Support for the phones is slow to get started and get a resolution
  • Most support is done via email with little to no real time calls
  • ATA's are not as stable and support is weak for them
Fuze is good for small companies needing call center type handling of calls and easy to route calls.
James Gangemi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use Fuze company-wide as our VoIP phone system for all our unified/telecommunications needs. It currently fulfills the role of being the single source of all our telecommunication activities, which vary in scope and usage company-wide.
  • Customer service.
  • Ease of use.
  • Stability.
  • Fuze Connect for ServiceNow could be improved upon.
As a Service Desk professional, I see that Fuze works very well with our end-users, and is relatively painless to administer. For Fuze being deployed company-wide in a good-sized organization like the one I work for, I'd say Fuze could be tailored to work with many other organizations with ease.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being utilized throughout the entire organization in EMEA, APAC and AMERICA regions. The prime use is voice and reporting however collaboration is been used by certain Central Service functions. FRG is a rapidly going company, with additional offices been added quarterly and a vast number of employee's joining the business on a monthly basis. Fuze Desktop allows IT to support this business demand with minimal expense.
  • Global reach is key for FRG, and Fuze are able to deliver their services in the majority countries.
  • Voice is critical in recruitment and Fuze deliver a solid service with minimal downtime.
  • The ability for users to Monitor, Barge, and Whisper into other calls within a single click within the Fuze Desktop application.
  • The admin console needs some re-architecture, especially around permission and user profiles.
  • More R&D on integration with CRM platform is required.
UCaaS solutions are at the forefront of telephony. Any organization who isn't considering UCaaS as a replacement for traditional "Digital" PBX platform will be left behind. Fuze offers a lot of functionality within a single easy to use platform, at a good price point.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze was implemented across UNICOM Global Divisions from July 2015. It provided the UNICOM Global group of companies with a single standard telephony and conferencing service. It is widely used across the business for telephony and conferencing specifically but also chat. It has enhanced the communication across the wider UNICOM business. I was the project leader for the implementation across the wider business.
  • The project team that was assigned throughout the planning and implementation were excellent as is our Customer Relations Manager, Gemma Hart.
  • Call quality is consistently very good.
  • Administration is improving with the introduction of the Fuze Hub.
  • Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
  • There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
  • More transparency should be given regarding the roadmap and direction.
Fuze is very good around collaboration, meetings are simple to set up once initial familiarity is done. The telephony is consistently of a high quality and very reliable which keeps the users happy. The chat functionality is improving and becoming more useful and being picked up as a tool by a growing number of users. Fuze lacks the flexibility of being able to compete with WebEx regarding remote control of a computer for someone who does not have Fuze installed. This is required by customer support personnel dealing with customers who need to have an issue resolved but cannot install software without change control.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is used by the organization and deployed at all offices across multiple geographies. It is used as a replacement to the existing physical phone system and also used as Fuze for Salesforce as a call center.
  • Account Team
  • Technical Support
  • Platform
  • I feel Fuze for Salesforce is not matured enough.
  • Upgrade process causes issues sometimes.
  • Sometimes I get issues and voice functionality does not work. Mostly happens around upgrade, gets resolved once we perform cache update or restart the app.
Well suited for a cloud-based Phone instead of a physical phone.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Fuze UCAAS is used across our company within the back office and front office. And also within the Contact Centre.
  • Fuze for Mobile
  • FCC
  • Limited hardware
  • Desktop
  • Billing not accurate and complicated
  • Instability with the UCAAS platform
  • Unknown and unexplained issues regularly occurring. For example, wireless phones going offline.
  • Poor account management and customer engagement.
Basic collaboration and 1:1 video and conference calls when it works well.
Michael Bartlett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I implemented Fuze in an environment with approximately 90 users, for a manufacturer of marine equipment in Fort Lauderdale. It is currently used across the whole organization, which consists of facilities in Fort Lauderdale and Holland, in addition to a mobile service group working around the world. Fuze addresses the distributed nature of the workforce and allows voice, video, and text collaboration between our offices and mobile users.
  • 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.
I think you need to be in a user base of at least 50 or so to reap the benefits. A small company with one location and no remote users may not need the flexibility and feature-rich Fuze environment.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is being used primarily as a cloud PBX with collaborative tools as a bonus.
  • It works
  • It is truly ATAWAD
  • It continues to improve
  • User interface
  • Bandwidth usage of collaborative tools
  • The color
When a company is looking at upgrading its PBX ecosystem and wants to skip any further investment in IP telephony.
May 14, 2019

Fuze review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is used across our whole organization for users to make calls and chat through the application. Some users also have the ability for web conferences.
  • 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
Fuze helps our company communicate as a whole and provides an address book for all users.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used in all departments in our organization. Our sales department uses Fuze for their day to day calling, customer meetings and interactions. We also use Fuze in all of our meeting rooms. It addresses our voice\telecommunication needs.
  • 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
Fuze is well suited for day to day communications between teams. It is also well suited for the sales organization who take inbound and outbound customer calls. Our technical support team also uses Fuze and it works well for them as well. Fuze would be less suited if using on a machine which uses a lot of CPU, as audio quality may be affected.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
The entire organization is using Fuze for Unified Communications for our local and remote workers throughout North America. Using Fuze allows for ease of availability, communication between teams, and allows for our customer service teams to accept calls into their queues.
  • Microsoft Integration
  • Video Bridges
  • Continual updates that resolves or expands capabilities
  • Better support
  • More consistent user experience depending on connectivity
  • Quicker response when screensharing
Fuze has allowed our local and remote workers to keep in touch using chat, calls, video conferencing, and call queues. Having a single solution that has our needed functionality has allowed for improved support and training throughout the organization. The offering is very dependent on network capabilities (LTE/WiFi) so taking calls from mobile devices can be difficult.
Luke Ferrel | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We use Fuze as our contact center solution. They provide all phone services for our agents. We previously had all hard phones, but recently moved to soft phones (pc based)
  • 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.
I would recommend Fuze if you are a small shop that is starting up, or you don't want to use advanced analytics. They are cost effective, and their customer support is really top notch.

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
Travis McKeone | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Fuze is the cornerstone of our business operations. We utilize the Contact Center package for our BDC and Collection efforts. The tools make it easy for our staff to view current volume and ensure low wait times. Also we have created an interactive IVR that helps us record all closings for consistency and a clear compliant close.
  • 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 a great fit for organizations that do not have a heavy IT staff. The training is super easy and simple and can scale with your growth.
Trent Martin, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
We implemented Fuze to replace our aging (and expensive) in-house phone system. The voice and ACD components have been absolutely fantastic. We have since implemented for customers of ours as well with nothing but good reviews.
  • 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.
  • Sound quality is very good!
  • 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 calling and ACD are great uses. I would not at this time be able to recommend the conferencing piece.
May 07, 2019

Fuzzer...

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are using mostly Fuze Desktop and a few Polycom for conference rooms. Fuze is used across the organization. Fuze address not having servers on site and the maintenance upkeep. Fuze Desktop allows the users to be moblie anywhere.
  • They welcome any suggestions.
  • Support team will assist you till the end.
  • Fuze Desktop pretty simple to use.
  • They also send Fuze outage notifications. This help you be aware of what's going on in Fuze.
  • 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
Fuze has a pretty stable platform. The software is bright and colorful. It's user friendly. However, the size of the Fuze Desktop can only be minimized to certain point. User would love to make it smaller. Also, to many pop window when a call comes in. Also, the call center would love to make it smaller in the corner of there computer and make it stay on top. Voicemail also needs some one. The prompts can be confusing.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze Voice is being used across our organization for its meeting, soft-phone, and messaging capabilities.
  • Fuze is open to feedback that directly impacts and implements feature requests made by customers.
  • Recent updates have increased functionality.
  • Ample notice of upcoming updates reduces downtime and allows for user notifications.
  • Support and documentation can be difficult to access. Status page is helpful however finding configuration and how-to documentation for non-admins is difficult.
  • Consistent soft phone and mobile device UI.
  • Difficulties answering calls from soft phone - could cause calls to be missed.
Fuze functionality is somewhat limited when compared to other offerings. Recent updates have taken into account feedback that has been provided to team and has increased usability and features. Incoming calls and screen sharing UX improvements have been appreciated! While still difficult to reach support the recent updates have made the over use of the application better! Keep up the good work!
March 14, 2019

Fuze Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
All desk phones and conference phones are Fuze phones within our company.
  • 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 well suited for phone set up and support for conference calls and office phones. I haven't used Fuze in any other areas so I cannot speak to its other abilities. The app is also a plus for Fuze users.
David Scalise | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Fuze across the entire organization. Our business is based around using our phones and we need a strong and reliable provider to make sure our phones are always up and running. Fuze not only makes using their service easy to use but it also helps make the support and setup easier for me on the back end.
  • 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.
Setting up new users is a big thing that Fuze does well and it's something that helps save time as well. There have been a couple of times where we've needed to get some last minute new hires setup quick. Using the Fuze hub lets me create a user, assign their service, assign a number, and assign them to a brand new phone in about 10-15 minutes. I don't need to put in a support ticket and wait for their team to do it.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze replaced and is still in process of replacing our old hardware phone system across the entire organization.
  • 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.
Fuze is a good softphone solution if you are implementing it within the U.S.
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.
Jeff Dowdle | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We utilize Fuze as our enterprise VOIP system. It is currently supporting our main office and 6 remote offices. We had an on premise system and decided we wanted to go to a hosted solution to reduce support cost and provide greater reliability.
  • 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.
If you want to offload the management of a phone system then I would recommend Fuze.
February 27, 2019

Fuze is good, not great

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is the primary (and only, currently) voice and contact center provider for our company. All our global users use it. We currently use this in conjunction with Zoom and InContact.
  • 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.
We have great success using the toolset for overall connectivity remote and in office. The two major areas where we see the most trouble are with reporting and onboarding. Reporting admins, specifically in the contact center, have issues forecasting and trending on specific details over time. The issue with the onboarding process is that it is incomplete and largely manual for us. We are working on OKTA integration but this is moving slow with delays from both sides. But the biggest issue with this is setting up new users. Even with OKTA, not all fields would be covered and many of our users would need to be manually updated. Areas like call recording settings are not fully covered through OKTA.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We have approximately 200 licenses used across our company for IM/Chat, Voice, Video & Collaboration meetings. Our Customer Service centre uses the call centre solution.
  • 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.
97% of the time it is well suited for general users, collaboration, meetings, and call center business. It is the remaining time in which it is unreliable that is concerning.
February 27, 2019

Fuze Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used across our organization as both a phone and messaging system. It helps us keep connected. I personally have not used the video functionality, but I know it exists.
  • Helps stay connected.
  • Easy to use and manage.
  • Great support.
  • It lacks compatibility with certain apps.
It is well suited as a phone and messaging system. It can also be used for video, but I have not used this feature.
Return to navigation