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)7.070%
- Message alerts (93)6.464%
- Directory of employee names (107)5.858%
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
- 5.3Hosted 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
- 6.4Call reports(92) Ratings
Historical call analysis and trending metrics
- 5.8Directory of employee names(107) Ratings
Voice directory of all employees for self-service dialing
Call Management
Customized phone system settings
- 7Answering 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
- 6.4Message alerts(93) Ratings
Receive SMS and email message notifications for voice and fax messages
VoIP system collaboration
Team collaboration via cloud phone system
- 7.2Video 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
(76-100 of 116)Fuze UCC helps me sleep at night.
- Instant messaging using a single contact list across the organization.
- Easily configurable and manageable call center module with data reporting on the user level.
- Video conferencing is easy to use and integrates well with other applications such as Google Calendar and Outlook.
- We would like a bit more control over the user account names. At this point, we have to put in a ticket to change a username.
- At times the size limitation for eFax has been a challenge, but we have found ways to work around that.
- I would like to see a bit more customization availability on their web portal.
Overall Strong
- Fuze is good at offering value-added services.
- Fuze is good at working through solutions to help our contact center.
- Fuze has honored their promises.
- Fuze has been slow to respond to billing questions and issues.
- Fuze reps do not always join our weekly call to discuss issues.
Overall Impressions of Fuze
- The application for audio calls works great. It's been well designed and is updated frequently
- Audio quality has always been good both on mpls and regular internet
- The implementation team was great! On the ball and had solutions/answers to all of our issues during go live
- The collaboration piece doesn't work well. Demo'd it but doesn't compare to WebEex in terms of functionality and stability.
- Support team is lacking. Slow responses, unanswered questions, needed prodding and escalation.
- Backend UIi is not user-friendly. The UI is dated and lacks cohesiveness. There are still references to thinkingphones.com and tools are scattered amongst different websites.
Fuze Best audio/video conferencing tool on the market!
- One of the most useful features is the MERGE. It allows you to combine two ongoing calls if they are people from the same company calling you for a similar issue or if you were trying to connect to more than one people at the same time.
- Crystal clear sound and pitch perfect video. Better than any other tool out there on the market. I have experienced that the video and audio quality is way better than Skype. I can say that because we use both.
- One of the other useful features is the ADD feature. It allows you to add other attendees to an already ongoing calls. Unlike other tools with Fuze you do not need have a new call initiated to add one extra person or someone who wants to jump in for a call in the middle. You can do it on the go! I love that feature of Fuze.
- There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
- I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.
Good product, but not good service.
- The interface is very intuitive and I'm able to setup a call quickly with the people I need to contact.
- Call quality has been especially good for me as long I have a stable internet connection.
- It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.
- Their client software can face a few bugs here and then and it may take awhile for them to be fixed. One such example is the audio settings, it does not save the proper audio setup all the time when I'm docking and undocking my laptop.
- Fuze technical support is not very good. They take a very long time to get back to you. When filing an urgent case that needs to be resolved quickly, I am not able to rely on them to give me the punctual and effective support that I need.
- Registering conference phones can be a pain, as I have to follow a fairly long set of instructions to register them to Fuze.
If you're looking for decent technical support, then I strongly advise not going with Fuze, as there have been a lot of instances that I've had to solve the issues myself.
- Handing off a call from wifi to the cellular voice/data seamlessly
- Persistent chat across all your devices
- Calling features across multiple desktops and mobile devices
- Desktop Sharing and collaboration
- Web UI needs to have the ability to make phone calls
- We did a lot of number forwarding in our old platform, with Fuze sometimes this is cumbersome
- Better support of SIP/ATA endpoints
- Softphone design and mobile app design is perfect.
- Meeting software is quite powerful
- Integrations are very useful
- What is the point of an RCF number?
- Consolidate the hub and admin portal very confusing where to go sometimes
- Support could be faster
Fuze: the best current collaboration solution
- Support to the design of the solution
- Perfect support team
- Unified solution very ergonomic and economical
- Ring change
- Mobile conference calls
- Fuze does a good job of providing a portal that makes changes simple and easy to accomplish day to day tasks.
- Implementation and deployment is a very simple process with little to no problems
- Fuze has the ability to adapt to the changes needed by the business and is willing to work with you to make design changes/enhancements to the product in many cases.
- Support on issues are extremely slow to get started
- Support personnel are not always well trained requiring escalations
- Product portal is slow and sluggish to use.
Fuze
- Voice quality is very good and we do not have to manage the servers and carriers like we did with our in-house system.
- The contact center is very easy to manage and change. I can change call routing, add or delete queue members, or change dial plans very easily from the Fuze Portal.
- The mobile app is really good.
- We tried to implement the Fuze Meeting portion of the service in 2017, at that time the service was not easy to use. It was difficult to train my meeting hosts and we had screen sharing reliability issues.
- We would like to have the option to clear missed calls on the desktop app.
- We would like to have the option to clear missed calls on the mobile app.
Fuze is an excellent meeting tool
- 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.
- 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.
Mixed results
- 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
Fuze AOK
- 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.
Reduze PBX/VOIP Management Headaches - Chuze Fuze
- 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!
- 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.
Fuze - Evolution of a UCassS Product
- 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.
We love Fuze!
- 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.
A Fuze Experience
- 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.
Honest Feedback
- The phone application was great and still is great! Best communication tool I seen.
- Great about updating status of the individual.
- Constant updates.
- Quality is impacted directly if connection is poor.
- Tends to freeze/timeout everyday during certain times of the day.
Phone app is amazing, great for organization with field providers. Great for communication within the call center.
Reporting and auditing fell short. Feel like there is so much opportunity that can be done on the reporting aspect that would bring fuze to the top and compete with other telephonic and messaging carriers.
Fuze = More quality calls
- 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.
Honest Fuze Review (from a Systems Admin)
- 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 does mobile and web app integration right!
- Web integration with your business line/account.
- Mobile App integration with your business line/account.
- Email delivery of voicemail messages.
- Better solution for "group" accounts. By which I mean a line dedicated as a "help line" or something similar that is designed to contact multiple users.
- Improve Fuze FTP service for retrieving call recordings as we experience frequent timeouts.
Fuze Your Team Together With An Excellent Communication Software
- 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 Review from Manager's Perspective
- 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.