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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Features
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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 70)Companies can't remove reviews or game the system. Here's why
April 19, 2023
Fuze - a one stop solution for micro management teams
We use it along with our customer processing and support team to answer every segmented queries as well as sending out personalized messaging content to every user we have ever reached out to . The calling feature is something which we have also enabled for our internal communications because of its seamless and easier intergrations
- Voice calling with anyone registered in the directory
- Video calling with anyone registered in the directory
- Messaging with anyone in and out of the registered directory
- Insights about the entire workflow and the services offered for
- The voice calling application is definitely not the best when it comes to selecting various user enhanced options and connectivity
- The video calling feature can be equipped with modern day features from competitors like google voice , viber
- The messaging needs to have seamless automation integration options for better and enhanced usage
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.
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 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).
Fuze is being used across the organization by certain departments only that need to keep on frequent communications and meetings. This has solved the issue of removing hard phones and bringing them home or wherever the users are, using their mobile app or softphone on their Laptops.
- Easy to create a meeting and invite everyone outside of the organization since you don't need Google or Microsoft account to join them.
- Simplify the fact that you can bring your line anywhere you are.
- Easy to keep close with your officemates with the messaging feature.
- You can modify your plans anytime in the most convenient way for you.
- One of the improvements could be adding a feature to submit case support, directly from the Fuze application whenever technical assistance is needed.
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.
August 12, 2021
One Unified Communications Platform to rule them all!
We have adopted Fuze as our unified communications platform across the enterprise. Each employee utilizes Fuze for voice communications, video conferencing, virtual meetings, and collaboration. With each employee having a direct dial number, applications on their laptop and their mobile device they are able to stay engaged with clients and coworkers regardless of their physical location. This allowed our business to seamlessly transition to a work from anywhere environment.
- Fuze seamlessly integrates audio communication, chat collaboration, file sharing, and video conferencing / video meetings in one easy-to-use software package.
- The Fuze application is solid and steady across all platforms, Windows, iOS, or even Android.
- Even if just collaborating via text, Screen sharing is available to use and works incredibly well.
- While they have been improving, there is still a limit to video feeds in their meetings function. This limit is much higher on other platforms.
- Other platforms have the ability to use virtual backgrounds, this feature is missing from Fuze.
- While their technical support is good, sometimes a number of follow-ups are required to solve the more complicated issues.
It is being used as our phone service provider and fax solution across most of our divisions. It gives us the mobility of cell phone to easily set up and deploy phones to anyone across the us. While giving us efax solution for certain regions that still need it.
- Easy deployment.
- Simple setup.
- SSO integration.
- The Fuze app for windows needs to not rely on hardware acceleration by default.
- Has simple design, but needs to have a compact mode to not take up so much screen space.
- Needs to have a better recovery from computer shutting off wifi, bc it thinks it isn't in use. The error that displays for that doesn't go away until reopen application.
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 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 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.
November 08, 2020
Fuze gives you great mobility
Fuze is being used with SalesForce--it is very useful to replace traditional desk phones. It is useful for home office and you can take your phone anywhere you want. Also you can download an Android or iOS app of Fuze to take it anywhere you like.
- Gives you mobility
- Supported on iOS, Android and Windows
- Good connection without problems
- Android app needs a bit improvement--notifications not working well
August 26, 2020
My Fuze Review
Fuze is used at multiple locations throughout our company, as well as other divisions owned by our parent company. We had a directive from our corporate office to utilize a single communications platform while allowing the flexibility to meet the many individual needs of multiple divisions around the globe. Our user-base, in particular, has high expectations for phone systems due to having been exposed to more advanced systems in the past. As a result, we wanted something that offered a large variety of features and capabilities.
- Software clients available on a variety of platforms.
- Regular updates with useful new features.
- Support staff is well trained and responsive to customer issues.
- Android and iOS apps do not always handle disruptions from other phone activities well. Inbound phone calls and changes to Bluetooth connections (earpiece to car, for example) can foul up an ongoing meeting.
- We would love the ability to easily move calls between devices -- Software to desk phone, desk phone to mobile client, etc. Fuze has made some improvements in this area, but there are still a couple of missing pieces.
- The Fuze Meetings module is still a bit behind the major players like WebEx, Zoom, etc., in features and general usability.
August 12, 2020
Good service and a reliable product
Fuze is our primary VIOP solution. Previously we used a standard PBX system which was not as robust as a VOIP solution like Fuze. Having the mobile ability to still take calls is a game changer.
- Availability of service has been up 99 % of the time.
- Call quality via WiFi is pretty good.
- Mobile app is great.
- On the desktop app, the errors with updating the app are constant if it can't update.
- Pick up groups don't seem to work the best.
- Constant error message - meetings are not available.
August 11, 2020
Fuze is great--don't hesitate!
Fuze is our VOIP company-wide. Sales, Customer Success, and External Customer Support are all using it with the integration of SalesForce. Each department uses it, we in IT use it to get ahold of our employees if needed as we have employees working remotely (UK, US, Canada, South America, and Vietnam). I believe the problem it addresses for businesses is how you can get ahold of your employees during this pandemic because sometimes hearing something through messaging or emails are not enough. During COVID, Fuze allows you to get ahold of your employees just to make sure they are okay and if there's anything you can do to help them out.
- Fuze is really easy to use even if you've never used a VOIP system.
- You can easily connect your cellphone number and Fuze number together to make it feel like a regular phone call.
- Fuze support is very helpful and will reply to us as soon as possible.
- I want to have the ability to block out numbers especially if they are from automated telemarketers.
- The option of having caller ID, although it does show where the call is coming from
- On mobile, if my phone was silent the ringer turns on automatically on its own
August 04, 2020
Fuze implementation and usage in a small to medium business
We use Fuze as our main phone provider for both offices (Switzerland & Malta). We chose Fuze because their solution provided an SLA more in line with our needs. Their price plan was also an important factor in our choice of product. We have many of our employees that are nomad and work from abroad. This solution is ideal and transparent for our customers.
- Easy to set up. The team that carried out the analysis and implementation of the solution was very professional and attentive to our needs.
- Training. The online training and documentation is very comprehensive and well organized.
- The support is very reactive if a problem occurs.
- Look and feel. The interface is not very modern and cannot be branded in your company's colors.
- Contacts synchronisation. Some fields of the contacts are not imported (If you have "company" contacts you will only see the phone number unless you move the company name into the first name). The interface does not show you all fields.
- Video conference. Image quality is worse than other products (Zoom, Google Meet).
July 28, 2020
To Fuze or Not to Fuze
We went to Fuze a little over a year ago. We used to have three different phone systems across five sites. Our choice to go to Fuze was not easy. There were several different options we could have gone with. Fuze was our best choice to consolidate services. We were done having so much equipment everywhere. We really needed to save rack space and look to the cloud.
- Good call quality
- Mobile App
- Finally being able to dial extensions to reach people across sites
- Mobile app
- Setting up is a little confusing
- Outages