Fuze Implementation Recommendations
It is used across our entire global organization from Corp Offices, Warehouses and most recently added to our Retail Locations.
Starting at $15 per month
View PricingOverview
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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Popular Features
- Mobile app for iOS (94)8.181%
- Answering rules (99)7.171%
- Message alerts (93)6.565%
- Directory of employee names (107)5.858%
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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
Product Demos
Fuze YOUnified Communications HD
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New Sansa Fuze Demo
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HTC Fuze Invisible Shield Application Demo (part 1)
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Demo of World War 2 No 36 Mills bomb training grenade (Safe and Inert !) & genuine inert DRILL fuze!
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Fuze Desktop Demo Video 4.8 Final
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Demo - Liquid Nails Fuze*it All Surface
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Fuze?
Fuze is a global cloud communications and collaboration software platform for the enterprise. The platform is designed to enable seamless transition between calling, meeting, chatting, content sharing, and collaboration on any device. The vendor’s value proposition is that Fuze empowers the digital workforce anytime, anywhere, and across any device.
Headquartered in Boston, MA, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Paris, Munich, Zurich, Copenhagen, and Sydney.
Fuze Features
Cloud PBX Features
- Supported: Hosted PBX
- Supported: Multi-level Interactive Voice Response (IVR)
- Supported: User templates
- Supported: Call reports
- Supported: Directory of employee names
Call Management Features
- Supported: Answering rules
- Supported: Call recording
- Supported: Call park
- Supported: Message alerts
VoIP system collaboration Features
- Supported: Video conferencing
- Supported: Audio conferencing
Mobile apps Features
- Supported: Mobile app for iOS
- Supported: Mobile app for Android
Fuze Videos
The reimagined Fuze user experience takes Unified Communications to the next level by blending voice, video, and chat across a single interface designed to enable the business user as well as the IT administrator - all while maintaining the same enterprise-grade platform ensur...
Show More Fuze is a global cloud communications and collaboration software platform for the enterprise. Through an innovative and consumer-inspired unified experience, Fuze enables seamless transition between calling, meeting, chatting, and sharing. Fuze empowers the digital workforce a...
Show More Fuze 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 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.
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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 8% |
| Mid-Size Companies (51-500 employees) | 27% |
| Enterprises (more than 500 employees) | 65% |
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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!
- 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
Reviews
(1-25 of 102)Companies can't remove reviews or game the system. Here's why
February 28, 2024
Fuze Implementation Recommendations
It is used across our entire global organization from Corp Offices, Warehouses and most recently added to our Retail Locations.
- Prompt support.
- Speed to add users.
- Cheap price.
- Auto attendant design.
- New location setup.
- Standardization of professional services implementations.
- Speed to resolve issues with carriers or provide alternate solution.
- Ability to cancel unassigned services.
- No way to do mass uploads.
June 15, 2022
If you want a phone then Fuze is not the answer
Fuze is being used by the whole organization. After we merged with WeddingWire we got stuck using it because it was cheaper. It addresses the use of a phone system for contact center users and regular users. It gave our sales team SMS capability so they can text sales leads and current customers.
- UcaaS.
- Browser based app ability.
- Salesforce integration is horrible.
- Their support team is lackluster.
- The CSMs and account managers aren't knowledgeable about phone systems.
- Fuze is NOT a contact center system. They need to merge with somebody like Serenova.
February 17, 2022
A great product
Fuze is being used by the whole company. We tried to eliminate the use of hard phones and started asking users to use softphones.
- Calling
- Messages
- Meetings
- Screen sharing during meetings
- Video calls
- Conference meetings
- Aesthetics
November 25, 2021
Fuze VoIP
We selected Fuze to replace our old telecom infrastructure with their hosted Cloud VoIP solution for all our North America locations. The Fuze service was used in parallel with Polycom handsets, softphones, and mobile app. We also integrated Fuze calling with our Salesforce.com implementation. We did not use the Fuze IM feature and continued to use MS Teams for collaboration.
- Fuze integrated nicely with Salesforce allowing call activity to be easily logged into SFDC.
- Fuze call reporting provided valuable insight into call activity and the history of individuals.
- The Fuze softphone UI was clear and simple.
- We left Fuze because they could not integrate with MS Teams as a direct routing partner.
- Overall the monthly cost for the licenses and variable per minute dialing costs were too high.
- IT administration was a bit confusing because of all the Admin consoles used for different administration tasks.
November 22, 2021
Fuze works
Fuze was used in our organization to quickly allow us to call using our landline and our computer. It was also used to check voicemail and keep recordings of our conversations.
- Call recording.
- Voicemail transcription.
- Click to call.
- Click to call was not always working.
- Transcription was not always correct.
October 28, 2021
Reliable with extensive capabilites
It is being used in our corporate office, a satellite office, and a work from home office. We selected it to replace an outdated Centrex system that we did not have the ability to maintain or support. One unanticipated benefit was that when we were shut down during Covid employees could take their phones home and use them as if they were in the office.
- Voice (call) quality
- Network reliability
- Communication of any network issues/outages
- Capabilities way beyond our needs
- Getting support, when necessary, can be challenging especially for a lay person
- [The] life cycle of phones seems relatively short and once they are EOL they are no longer supported and customers have to replace them
- Billing issues can be difficult to resolve
- There does not seem to be a single point of contact/relationship manager any more
October 27, 2021
FUZE - 2 Years Later
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 are used depends largely on the person's role in the organization. We needed a modern (cloud) UCaaS solution and Fuze does a great job of unifying voice, messaging, and meetings into one single platform.
- Voice quality.
- Mobile app.
- Meetings - Simple, yet feature-rich interface.
- Desktop application stability and compatibility with certain hardware.
- Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
- [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.
October 19, 2021
The Fuze Experience thus far
Currently, we use Fuze as our UCaaS system for the entire company. We currently operate out of about 35 locations across the country including offices in Canada. We are about to roll out the CCaaS product for one division to help with dispatch operations. We also use it as it integrates well with Microsoft TEAMS.
- Easy to manage portal for system and users.
- Support tickets are easy to submit.
- Fuze Community Center is a wealth of information.
- Support response though helpful, could be quicker. Think twice when setting the priority of a ticket.
- Sometimes seems to be a disconnect between sales and implementation.
October 15, 2021
Good experience with Fuze
[Fuze is being used] across the whole organization, mainly in sales as the back office tends to be using Fuze more often now. It provides a platform for all of our sales staff to communicate effectively with candidates and clients across the business. [Fuze] also allows the use of meetings and instant messaging. We utilize call monitoring for effective coaching when managers want to do this with new starters in the company.
- Customer Service.
- Listens to customers for new ideas.
- Ability to call monitor.
- Portal could be more intuitive and easier to use.
- It's cumbersome to install files on the Fuze desktop.
October 08, 2021
Read EVERY Order or MSA with a magnifying glass - Buyer Beware
Score 1 out of 10
Vetted Review
Verified User
Fuse is used as our primary telephony company. We mostly use it for on-site phones and our users also use the mobile app, also a small contact center.
- Getting involved when an issue is critical and they have liability.
- Selling product features.
- Believing that they have a superior product than the competition.
- They make you sign orders with extended terms every time you get new lines (beware).
- Unless you tell them multiple times, support will not be from your own country.
- Their app, even on great wifi, has poor quality.
- The phones will have random issues that need to be addressed daily.
- The portal for customers is hard to navigate or implement changes.
- The billing is confusing, almost purposefully confusing (in my opinion).
- Set up and implementation is abysmal.
- You will have issues if any of your extensions have the same last four digits as your DIDs.
September 03, 2021
Enjoying Fuze
Fuze is used for quick communications through the message feature and calling anyone with ease (no need to look up or memorize phone numbers!!). You can search previous conversations, send pictures/screenshots, or share screens in real-time. You can also see if a colleague is available at a glance.
- Easy to make contact with colleagues.
- Searching instant messages.
- Sharing screens.
- Can not export call list.
- Can not export contacts.
- Does not let you know if someone has the app (available for instant messages).
September 03, 2021
One Cloud for all Geos
Fuze is our corporate phone system for homes and users assigned to an office. It is used by our offices in all three major regions to support our sales, customers, and internal communications. We also use their Call Center application.
- Excellent service.
- Global capabilities.
- Call center.
- More regional support options.
August 30, 2021
Team connected and stay informed with Fuze
Organization level cloud communication / messaging / conference / meetings. Fuze has a superior quality audio and video platform which makes it much easier for a continuous undisturbed meeting session. Messages are also relayed to the team members in real-time like WhatsApp. Fuze is very user-friendly and has One Unified Platform for All Your Communications and Collaborations within the organization.
- Team members are all well connected via Fuze calling, chatting, meeting, sharing content, and managing the meetings effectively.
- Fuze is secured and reliable.
- Fuze also works well with MS Teams and provides a flexible enterprise that also has Microsoft Teams.
- Fuze support line takes a bit longer than what you expect from them to answer your calls.
- Meeting invites integrate with Google calendar and does not show you who has accepted the invite.
- Retrieving call logs is bit tedious.
August 23, 2021
Sometimes ConFuzed
We use Fuze throughout the whole company. Mainly used for chatting back and forth with other staff and departments. Very necessary while working remotely. We also use Fuze to make inter-office calls.
- Chatting features.
- Calling.
- Lagging issues. Whether using it on an older pc or a brand new one, no matter my connection, there always seems to be a lag/delay.
August 16, 2021
Fuze and Me
We recently migrated away from the Fuze platform. It had originally been our contact center, collaboration, and telephony stack all in one.
- The mobile app was delightful to use.
- The GUI of the Windows/MacOS app were very intuitive.
- Meeting quality was great.
- Audio quality was phenomenal.
- [In my experience,] customer service was bad. Might as well have been the Russian scammers from a Capital One commercial.
- The contact center is a little more cumbersome to manage than the rest of the platform and is rebranded as InContact.
- Had some SERIOUS billing/account management issues.
July 30, 2021
Best Product this Century
Our whole organization uses Fuze. We have in-office personnel and work from home. If we have an issue, they provide 3 different options to make and get phone calls. We have used all 3. When the pandemic hit in 2020, we had everyone working from home in 1 day. It was amazing, and all due to the fact that we are using Fuze. Their products are super easy to install, order, and change.
- Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
- Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
- Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
- Not sure on these questions. The 3 main products we use (phones, desktop and mobile app) all work great and we use all 3 every day. We even installed the click to dial so my users can click on a number in Chrome browser and they don't even need to use their hands. And when Chrome service goes down, they all forget how to dial by using a finger. It is rather funny except for all the calls I get.
July 28, 2021
It’s okay until you have an issue or try to leave
We first started using it as our phone system and for our call center. We had the collaboration and messaging set up as well, but barely used [them]. Their help desk was pretty good at first, but they got rid of their support to email in an issue and then you had to call in. So submitting a ticket with a screenshot was no longer possible. Extra steps in troubleshooting and took longer because you had to wait to get hold of an agent and then explain what was wrong to them. Their help desk only answered one of my questions in the 2+ years we were with them. We eventually moved on from their call center application as it didn’t meet our needs. They upped the cost on us shortly after and it became cost prohibitive to stay with them. We notified them of this well before the contract end date. When they billed us again the following month we protested and it almost came to legal action with what they claimed was an early termination fee. I enjoyed them for a bit, but with them acting the way they did at the end I can’t recommend them.
- Kinda quick responses
- Mostly stable
- If you escalate to your account rep things get done very quickly
- I like their portal, but they [have] two different portals and that’s annoying
- Customer service
- Shady business practices [in my opinion]
- Let your admins email in issues
- Only one portal for admins would be cool
- More engineers to resolve issues
July 28, 2021
Fuze is very user friendly and visually appealing! Works well for our customer support agents.
It's being used across the whole corporation, but I mainly use it in my department. It is mainly used to asked questions and get answers quickly.
- User friendly
- Updates regularly
- Visually appealing
- It doesn't sync up with my Outlook calendar all the time
- Sometimes getting into meetings takes too long
- Video freezes occasionally
July 28, 2021
8/10 Review
Fuze is used throughout our company in all departments. We use this to help our team members quickly while they are helping customers and we use it to communicate with other departments.
- Video meetings
- Easily used to text our employees
- Large group messages are received quickly
- Video quality
- Better ways to screen spam calls
July 20, 2021
Don't be scared to light this Fuze!
We're currently using it as the executive or corporate phone system to replace our old Avaya PBX system. We've had it set up to also be able to communicate with our contact center side that uses a different system, so calls can be transferred over to that system as well.
- It's cloud based, so you can access it anywhere. Works great for staff that works from home.
- It can be used across different platforms. We use the desktop app, mobile app, or the web version, and they all work fine.
- It can be linked if it has multiple locations. We have two locations in our city and are under the same center.
- During the pandemic, this really help our company stay open the whole time.
- Some configurations are not available, which causes it to be more limited than other systems.
- Support is not always knowledgeable with some of the more common PBX issues.
- The Contact Center Desktop app requires Java, and only uses an older version.
- Support is sometimes oversees, so may reply to an issue we'll after business hours in the states.
Fuze is the softphone program for all phone numbers in the company, we removed all physical phones from all desks and now all calls are routed to Fuze either on the employees' desktop, or through the Fuze mobile app on their personal cell phone. This has allowed us to practically eliminate corporate cell phones entirely.
We use Fuze for instant messaging between coworkers, video meetings, and conference calls. The ability to send a text message from your work phone number to any other phone number is a great feature that we use on occasion as well. We also use Fuze to route calls to our Customer Service Agents through Nice In Contact CXone.
We use Fuze for instant messaging between coworkers, video meetings, and conference calls. The ability to send a text message from your work phone number to any other phone number is a great feature that we use on occasion as well. We also use Fuze to route calls to our Customer Service Agents through Nice In Contact CXone.
- Instant Messaging.
- Phone calls through your desktop or mobile app.
- text messaging from your desktop to any phone number.
- Video Conference Meetings can at time be choppy.
- Fuze Video meetings seem to use more bandwith than other video conference programs.
- Does not fully integrate with meetings/calendar status through outlook.
It is used across the entire organization. We wanted a cloud hosted VoIP solution to enable an increasingly mobile workforce.
- Their data API is great for getting the data you need out of their system as long as you or somebody you know can write a program to call that API.
- Allows for calls to be taken by mobile app, desktop app, or desk phone.
- Flexible call center logic and that allowed us to continue to function as we have been, even if what we were doing wasn't the most common practice.
- Simplified administration of users through an increasingly feature rich Hub.
- The platform is constantly evolving and increasing functionality. Things that were once only manageable by support routinely make their way down to the admins.
- Fuze support response time is typically very slow and they routinely miss their SLAs.
- Some admin portals have an interface that are in need of updating. They are very much still in the middle of their rebranding as some portals reference "Fuze" while others reference "Thinking Phones." This is a bit confusing for new end users when their primary web portal is "portal.thinkingphones.com"
- The canned reports are very limited and seem and the tech driving them leads to some reports missing or chopping off longer fields even though they are standard fields for any Fuze call (i.e. "ABCDEFG" shortened to "ABCD...")
Fuze is used by our entire organization. Two business problems it addressed for us: We could download the app onto our cell phones and still appear to be in our office while working from home and/or we could easily forward all calls to our cell phone that were coming into our office desk phone. The other problem it solved for us is that it allowed us to make international calls from the Fuze app on our phone at a rate much better than what an employee would get using their personal cell phone service provider.
- As the administrator of our account, I can add/delete employees, forward calls, etc.
- Fuze has excellent customer service. We rarely contact customer service because we hardly ever have issues.
- We have never had an issue with call quality.
- I think the administrator account interface could be more user friendly; it is designed more for Fuze employees and less towards the average customer user.
February 26, 2021
Fly High Fuze
We have been using Fuze for almost 3 years now across all of our Technicolor US region & EU regions. There are regularity issues in the APAC region especially in India & China where Fuze wasn't able to provide their solution for telephony until now.
- Fuze is really coming up with a new unified collaboration features & upgrading it to benefit to clients. Such as softphone services for both desktop, web & for the phones.
- The Fuze project team is good enough to analyze the customer's requirement & come up with a very positive deployment approach. Delivery of hardware phones & timeline is up to mark from fuze.
- Fuze support seems to be very impressive nowadays.
- Fuze could still improve on the support side. Need to engage with our Site IT teams to discuss the Fuze issues if the site is really facing. The Fuze support team needs to understand the concern about the issues. At least once in a quarter fuze need to conduct a survey on site level to improve the service quality if anything change is required from our local IT on the Fuze solution.
February 22, 2021
Fuze - your collaborative, cloud-based telephony solution!
Fuze is used in one of our programs which is customer contact support for our Australian clientele. With our previous telephony/VoIP solution, the account or program manager and program team lead never missed a day without sending an escalation email to me, complaining about the connection and voice quality that the majority of their customer support agents' experiences are very bad. That is where Fuze comes into action, and since then I never get an escalation email from the managers but only positive and great feedback with Fuze.
- Voice quality.
- Call clarity.
- Bandwidth-connectivity independent.
- Main App Interface - be more user-friendly.