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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.

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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 …
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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.
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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 …
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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 …
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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)
    7.0
    70%
  • Message alerts (93)
    6.4
    64%
  • Directory of employee names (107)
    5.8
    58%

Reviewer Pros & Cons

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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
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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
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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

6.7
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

7.3
Avg 8.3

Mobile apps

Apps are compatible with mobile devices.

8.1
Avg 8.3
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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...
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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...
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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%
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Comparisons

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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

(76-100 of 116)
Companies can't remove reviews or game the system. Here's why
Aaron Hall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Fuze across our entire organization. We also use it in our Customer Service call center and our Crisis Response Call center. The instant messaging feature is probably the most widely used part of the platform although we use all modules from the company. The consistency of the customer service and dependability of the product addressed some pain points we had experienced with previous vendors.
  • 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.
Fuze is extremely well suited to support our customer service and first-time appointments call center. The creation of accounts for the agents and management of the call queues is very straight forward. The data center redundancy of the company provides us with the peace of mind needed in a system that is available 24/7 like in our crisis call center.
February 26, 2019

Overall Strong

Mark Goin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used by my contact center as the billing agent and softphone provider.
  • 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.
Fuze is well suited to help partners with a phone provider make a launch successful. Fuze has been helpful in troubleshooting issues, though Fuze's customer service support is not always strong.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used across the entire company as our primary form of audio communications as well as our customer facing help desk system. We've replaced our traditional PRIs and gone completely VOIP. It replaces our old legacy and out of date platform and provides us a single uniform solution across all offices that can be managed anywhere.
  • 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 would be ideal for smaller businesses at this point. It doesn't feel enterprise/call center ready. Workarounds as well as other companies are involved to provide a complete solution (such as inContact - needed for true functionality for customer support). We're unable to manage all things easily as they're not laid out logically as well quite a few things can only be accomplished by reaching out to support which takes time.
Jigar Patel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is used across our entire enterprise including offshore offices. Being used as our primary means to call in and out of our organization. It helps all employees to connect with each other with real ease and convenience. We also use the Fuze app on our phones which is of real help when we are travelling as the only thing you need is an internet connection to make calls through the Fuze app. It solves the business problem of being able to provide 24/7/365 connectivity among employees.
  • 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.
Fuze is very well suited for audio/video conferencing where attendees are spread around the globe. It is the best suited for enterprise where people have to jump from one call to another one after that other. In which case you can just add that person to an ongoing call. It is less appropriate for business that are bases locally and very appropriate for businesses that are spread around the country and in the North American continent.
Kainer Yu | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Currently, it is being used by the whole organization. It was brought in to replace our traditional Mitel phone system. Our employees have it installed on their laptops as a softphone option and they also have the Fuze mobile app, so they can use Fuze on the go. It allows us to communicate with each other effectively, as well as being the main contacting tool used by our Sales to contact their clients. Generally, we just use it to call each other and people outside the organization.
  • 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.
Fuze is well-suited for environments looking to move away from a traditional phone system. That means being able to have a cleaner network infrastructure, as Fuze is cloud based. It allows employees to also save themselves desk space, since they wouldn't have a traditional phone and they can use their phone number that they're assigned on the go, as opposed to being stuck to a desk.

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.
D. SKye Hodges | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were tasked with creating a UC infrastructure that would scale with our company's acquisitions. We had very old hardware (Avaya and ShoreTel, Cisco, Nortel, and a few other small PBX devices), we needed something that would deploy fast and unite all our users on a common platform. After evaluating a number of vendors we chose Fuze for it's scalability, price, and common UC Features that we needed across our growing enterprise (we started with 5,000 licenses and are scaling up to 15,000). Fuze is our single point Unified Communications platform.
  • 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
Fuze would be my go-to tool for any business, whether 5 employees or 50,000 employees. They unite all your users on a common communication platform that has chat, voice, and video, desktop sharing, voicemail, call flow features, advanced call routing, queueing, and distribution. Fuze is really the choice I'd recommend for anyone.
Jason Rojas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are a remote company and use Fuze mainly as our PBX but operations utilizes Fuze meetings to collaborate.
  • 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
Very flexible, works great for remote staff. Softphone is fantastic.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Very good customer experience, excellent project team, perfect deployment and satisfied users. I highly recommend!
  • Support to the design of the solution
  • Perfect support team
  • Unified solution very ergonomic and economical
  • Ring change
  • Mobile conference calls
The migration of a solution of communication seems always to be a complicated challenge, but the accompaniment of the teams Fuze is perfect.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used across our entire enterprise. It is used for call centers as well as individual's phones. Messaging is being used by a smaller group currently but expects that it could grow.
  • 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 would be a good solution for customers that can handle some call issues in the environment. Call centers would not be a good fit as dropped calls or transfers do occur.
July 18, 2018

Fuze

David Raucher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
ResellerIncentivized
Fuze is deployed as our primary phone system across the entire organization including our call centers.
  • 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.
The transition to Fuze was a great move for our company. We saved money and have less systems to manage.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Fuze has been used across our whole organization. It is a great way to schedule and conduct meetings when some attendees must be in different locations. The voice and video are great but the screen sharing is possibly the best tool to allow others to take over as the presenter and share what they see with everyone.
  • 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 is great for meetings where some attendees must be in different locations. We utilize Fuze for meetings where information is going to be shared for everyone to look at. Fuze is also great for training purposes and being able to show someone step by step what a certain process looks like. You can then assign someone else as the presenter and have them go through the same steps on their screen to confirm understanding.
Anthony Darden | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is our telecommunications platform - we use it for voice, call center, instant messaging and teleconferencing throughout the organization. Due to its cloud architecture and intelligent design, it addresses our business continuity concerns with circuit outages automatically failing over to our Internet circuit in the event the primary Fuze circuit goes down. This automated failover has been proven across several of our locations and it doesn't drop active calls or disrupt the user experience during that time.
  • 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.
Fuze is well suited for collaboration and providing users with choice - if you wish to use a desk phone, cell phone or computer for your telecommunication and collaboration needs, those options exist and all provide a similar experience for the user.

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.
May 04, 2018

Mixed results

Score 5 out of 10
Vetted Review
Verified User
Incentivized
We use Fuze as our primary phone system. Primarily focused on inbound\outbound calls and contact center.
  • 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 is structured well for agents to make and receive calls from an office or mobile device. Anything more complicated than that is a struggle (contact center, integration with CRM, analytics for ex).
May 03, 2018

Fuze AOK

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Fuze primarily for our phone systems and stats tracking. We use queues, ring groups, sound clips, phone stats, etc.
  • 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.
iPhones don't go down, so that's nice. We primarily use thin clients (Raspberry Pis running Linux) and there is limited functionality for us because of that. It can also be overwhelming to manage a large number of queues/ring groups, which we have.
Nick Cooper | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are using Fuze at 60% of our sites and growing. We will eventually be using it across the entire organization. Fuze addresses a number of business issues including multiple disparate phone systems, high number of supplier accounts and invoices to manage, and multiple systems to manage call for phone support issues. With Fuze our IT department can pay one invoice for all voice, video and IM services. We can call one place for support issues. We can go to one place to manage accounts and user information. On top of all that, with Fuze, we have a DR site for our phone systems!
  • 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 is definitely great for smaller offices or organizations. It works well even for our larger corporate office with about 150-200 users. It might be more difficult to implement for very large offices with hundreds of users without a solid and stable internet connection or a private network line into Fuze datacenters for QoS and stability
March 30, 2018

Fuze!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
The whole company uses Fuze. By using Fuze, we can call our customers and be called by them.
  • 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.
Well suited for inbound calls, less suited for outbound campaigns. For example, Fuze doesn't offer autodialing.
Jeffrey White | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used across the organization at 5 locations in 3 states. It provides all telephony services and call center technologies.
  • 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.
They are well suited as a provider of general phone services (e.g. virtual PBX). Their call center technologies are somewhat basic and need more functionality (e.g. automated after call surveys for callers).
January 12, 2018

We love Fuze!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is used amongst our entire organization. It allows our employees to record their calls easily so that they can always go back and reference them for information that may have been forgotten. It enables us to set up virtual meetings by one click of a button and it also syncs up very nicely with Salesforce so that we can click to dial as opposed to typing in someone's phone number. All in all, it allows for a easier, faster and more effective way to contact people.
  • 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.
Fuze is a very easy to use, intuitive system. It is cloud based and very easy to set up and manage. You have the ability to download a mobile app for when you are on the go and you can easily find all of your call recordings in one centralized location. It is a very useful tool for all organizations with Sales teams or any sort of function that is making a lot of calls during the day. Probably is not as well suited for organizations that are not focused so much with outbound prospecting.
January 09, 2018

A Fuze Experience

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is mainly used in our call center. It is being utilized to connect to the patients for scheduling visits, following up with and checking on the status of a patient.
  • 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 has been very helpful for placing phone calls and being able to avoid things like dropped calls and static on the line. Also on the support end, Fuze has a very helpful support staff that is very active and quick to resolve issues. Personally the staff that I have interacted with were very thorough and very good with keeping you up to date.
January 08, 2018

Honest Feedback

Score 5 out of 10
Vetted Review
Verified User
Incentivized
This is our telephonic platform we use to OB/IB all care center calls and is partnered with InContact. We use this also use this for our messaging communication with care center teammates along with field providers. This helps fix the gap with Field and HQ/Care center communication. The phone app was used heavily.
  • 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.

December 12, 2017

Fuze = More quality calls

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is primarily used by our sales team to streamline our pipeline generation. As a salesperson, staying organized with accounts and individual contacts is crucial. What's just as important is being able to quickly and easily call those folks whom we're targeting. Fuze's click-to-dial allows us to call someone in an instant and save time from having to manually dial.
  • 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.
Well-suited: Large sales teams that have both international and remote teams. This will allow sales leaders to track its reps activity and document their progress. Also, for remote employees who travel or work in the field, Fuze's mobile app allows the person to access its account and not worry about accruing charges that they would have spent time otherwise expensing. In addition, on the international side, Fuze allows most countries to have its own local number.
James Leibforth | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze is used by our organization as a communications platform between multiple locations across the continental United States.
  • 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 fantastic where there is a need for better voice quality and a need for an off-premises cloud solution for voice communications. Fuze's platform satisfies both of these; from a disaster recovery perspective, we are more secure.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze is our main phone technology platform used by all employees in the business. In our department it is not only used for business lines but we also have a line used as a "off-hours" number that can reach everyone on the team. We also manage the recordings of all business calls made for quality assurance.
  • 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.
It's perfectly capable as a phone voice solution so it's well suited for businesses who need a flexible voice solution. Due to the integration of the website and mobile app, it's a powerful tool that can be used almost anywhere. I'm much less concerned about missing calls and messages while away from the office.
Brontis Shane Orengo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze is being used as a cost-effective video conference solution within my company. Although we on occasion use it to communicate between offices, we primarily deploy it to remote locations with a laptop to connect our clients with their witnesses for examinations.
  • 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.
Quick internal meeting are great for this. I would highly suggest this for a solution to keep your company connected, especially if you have multiple offices and employees in remote locations. Because of it's lack of branding and reasonable video/audio quality, you may consider using more robust options when connecting clients to their meetings.
Laurel Lines | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The whole organization uses it. It's the lifeblood of your company. It helps make it possible to place and receive calls, but it does so much more than that. It’s a tool for communicating, building relationships, serving customers, and improving productivity.
  • 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.
Their new Fuze data page is much more user-friendly and live.
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