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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)
    8.0
    80%
  • Answering rules (99)
    7.0
    70%
  • Message alerts (93)
    6.3
    63%
  • Directory of employee names (107)
    5.5
    55%

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

5.6
Avg 7.9

Call Management

Customized phone system settings

6.6
Avg 8.3

VoIP system collaboration

Team collaboration via cloud phone system

7.2
Avg 8.0

Mobile apps

Apps are compatible with mobile devices.

8
Avg 8.1
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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.

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

(1-25 of 116)
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Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Souvik Giri | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
November 25, 2021

Fuze VoIP

Dominic Yu (He/Him), CISSP, PMP | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Jim Ott | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 1 out of 10
Vetted Review
Verified User
  • 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

Danielle Bulla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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 16, 2021

Fuze and Me

Score 3 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 2 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Video meetings
  • Easily used to text our employees
  • Large group messages are received quickly
  • Video quality
  • Better ways to screen spam calls
ANTOINE FOREMAN | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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