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.
TrustRadius Insights
Fuze - a one stop solution for micro management teams
If you want a phone then Fuze is not the answer
A great product
Fuze VoIP
Fuze works
Reliable with extensive capabilites
FUZE - 2 Years Later
The Fuze Experience thus far
Fuze: Effective and feature-rich VoIP
Good experience with Fuze
Read EVERY Order or MSA with a magnifying glass - Buyer Beware
Enjoying Fuze
One Cloud for all Geos
Team connected and stay informed with Fuze
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
- Mobile app for iOS (94)8.181%
- Answering rules (99)7.171%
- Message alerts (93)6.565%
- Directory of employee names (107)5.959%
Reviewer Pros & Cons
Pricing
US Outbound
$0.02
Fuze Meetings
$15
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $15 per month
Product Demos
Fuze YOUnified Communications HD
New Sansa Fuze Demo
HTC Fuze Invisible Shield Application Demo (part 1)
Demo of World War 2 No 36 Mills bomb training grenade (Safe and Inert !) & genuine inert DRILL fuze!
Fuze Desktop Demo Video 4.8 Final
Demo - Liquid Nails Fuze*it All Surface
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
- 5.4Hosted PBX(78) Ratings
Hosted telephony infrastructure obviated the need for local PBX hardware
- 6.2Multi-level Interactive Voice Response (IVR)(73) Ratings
IVR is a phone menu allowing callers to interact with the system through voice and keypad
- 5.2User templates(60) Ratings
Create and apply batch configurations to multiple users at once
- 6.5Call reports(92) Ratings
Historical call analysis and trending metrics
- 5.9Directory of employee names(107) Ratings
Voice directory of all employees for self-service dialing
Call Management
Customized phone system settings
- 7.1Answering rules(99) Ratings
Ability to enter rules to route calls to main number or other extensions in case of absence
- 6.3Call recording(89) Ratings
Automatic recording of inbound and outbound calls
- 7.2Call park(73) Ratings
Ability to hold calls in virtual location and subsequently access from any phone in system
- 6.5Message alerts(93) Ratings
Receive SMS and email message notifications for voice and fax messages
VoIP system collaboration
Team collaboration via cloud phone system
- 7.3Video conferencing(77) Ratings
Built-in video conferencing capabilities
- 7.4Audio conferencing(90) Ratings
Audio conferencing credentials for all on the system.
Mobile apps
Apps are compatible with mobile devices.
- 8.1Mobile app for iOS(94) Ratings
App for iPhone and iPad
- 8.1Mobile app for Android(77) Ratings
Android app
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Fuze?
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
Fuze Integrations
Fuze Competitors
- RingEX
- Mitel MiCollab
- Dialpad Ai Voice
- Slack
- 8x8 Work
- MiCloud Connect
- Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
- Microsoft Skype For Business
- Cisco
Fuze Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Mobile Web |
Supported Countries | Global - NA, EMEA, APAC |
Supported Languages | English, Spanish, French, German |
Fuze Downloadables
- 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
Frequently Asked Questions
Fuze Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 8% |
Mid-Size Companies (51-500 employees) | 27% |
Enterprises (more than 500 employees) | 65% |
Comparisons
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Reviews and Ratings
(199)Community Insights
- Business Problems Solved
- Recommendations
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
- 7.7Likelihood to Renew20 ratings
- 8.9Availability3 ratings
- 8Performance3 ratings
- 7.1Usability12 ratings
- 7.4Support Rating88 ratings
- 9Online Training2 ratings
- 8In-Person Training2 ratings
- 8Implementation Rating111 ratings
- 8.7Configurability3 ratings
- 7.8Product Scalability3 ratings
- 8Ease of integration3 ratings
- 8Vendor pre-sale3 ratings
- 8.6Vendor post-sale3 ratings
Reviews
(51-75 of 116)Fuze provides good value but is a bit rough around the edges.
- 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.
- 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 a good small to medium size business phone solution
- 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
- Customer service.
- Ease of use.
- Stability.
- Fuze Connect for ServiceNow could be improved upon.
- 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.
Fuze at UNICOM Global
- 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 as the telephony system at our organization
- 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.
- 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.
Fuze- Unified Communications as a Service-
- 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.
Unleashing the desktop
- It works
- It is truly ATAWAD
- It continues to improve
- User interface
- Bandwidth usage of collaborative tools
- The color
Fuze review
- 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
Great Product once all the kinks are worked out
- 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
- Microsoft Integration
- Video Bridges
- Continual updates that resolves or expands capabilities
- Better support
- More consistent user experience depending on connectivity
- Quicker response when screensharing
- 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
- 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 Fantastic Cloud Phone Solution
- 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.
Fuzzer...
- 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
Multiple Remote Locations - Fuze Voice Review
- 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 Review
- 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.
A great phone service with easy user setup.
- 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.
Cloud based phone system
- Fuze is a modern solution for communication in and out of an organization.
- It acts well as a softphone system, from my perspective its best use in the U.S.
- Works as a conferencing tool, both for audio and video.
- Functionality outside the U.S. still needs improvements, in audio quality and range of dialing options.
- First level support is poor.
- Complicated requests from tech support take too long and are very clumsy.
Worldwide, the company needs to adjust itself to different time zones and improve the quality of the audio service. Technical support also needs serious improvement.
Director of Technology's Review of Fuze Voice
- 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.
Fuze is good, not great
- 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.
Just about ticks the box but could be so much better with more direct customer service/engagement.
- 95% of the Time the Fuze solution works well
- Relatively simple to use
- User management relatively simple
- Billing - duplicate bills. Billing descriptions/period not always transparent
- Customer Engagement - most of the time you are dealing with non-personal support/escalations/billing . Little or no ownership of issues or listening to the needs of the business. Lack of consultancy - i.e. how to get the most out of the solution
- Reliability of the Fuze system is not 100%, with sound quality distortions, interference, voice over. And when we experience issues, Fuze don't seem too interested with resolving, engaging or supporting.
Fuze Review
- Helps stay connected.
- Easy to use and manage.
- Great support.
- It lacks compatibility with certain apps.