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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)
    7.1
    71%
  • Message alerts (93)
    6.5
    65%
  • Directory of employee names (107)
    5.8
    58%

Reviewer Pros & Cons

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Pricing

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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

6.8
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

(26-50 of 116)
Companies can't remove reviews or game the system. Here's why
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Andrew Rochford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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...")
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
August 26, 2020

My Fuze Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Fuze has many features that allow you to communicate
  • Fuze allows you to create meetings
  • You can use Fuze on your smartphone (spp)
  • Fuze has poor call quality sometimes.
  • It's not easy/intuitive to manage some features in Fuze portal.
  • Fuze support takes long time to get back to you.
August 13, 2020

Fuze Review

Ted Arent | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Instant Messaging (with presence awareness).
  • VoIP phone on your PC (softphone), I only use the softphone.
  • Good quality Calls
  • Support: This is where I had to give a 9, support takes too long and lacks product expertise.
  • Reporting: As an admin, I can get what I want, but delegating that to others is limited.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Great platform for VoiP.
  • Hosting meetings is a breeze.
  • The Fuze Contact Center is great for monitoring call queues.
  • Backend support is hit and miss.
  • The Fuze admin portal doesn't let you change usernames.
  • Billing is usually an issue, where we are being billed for numbers not in use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Mobile application is completely in sync with Desktop app and desk phone.
  • Very easy to implement in all regions of the world.
  • Quality of traditional voice services is excellent.
  • There are incidents that occur which are still too frequent throughout their infrastructure.
  • Support response is somewhat limited in speed to respond and quality of assistance.
January 31, 2020

Do NOT migrate to Fuze!

Score 1 out of 10
Vetted Review
Verified User
Incentivized
  • Fuze has the potential to be a great platform with its ease of use.
  • Fuze is a very appealing color scheme
  • Fuze customer support is not helpful to say the least. They are not very responsive, and when the do respond their time frame is slow.
  • Fuze platform does not seem to work with our organization as we have loud echo sounds when on a meeting or call. These echos are so bad that we need to end the meeting and move to another format to hear each other
January 31, 2020

Fuze Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Good voice quality, and meetings are generally stable.
  • Web client which closely resembles Windows client.
  • Sluggish client, takes up too many system resources even with optimizations.
  • Mobile client is very slow initially while it rebuilds and caches your message list.
Miguel Rivas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • It allows you to choose any European or world number to communicate with.
  • The prices are for all devices and you can log in using their app or the web.
  • Good call quality especially in open areas.
  • The customise options are very important because it helps personalise the use.
  • Video calls are good but need to be higher quality and have more options on sharing.
  • Visually it's okay, but some icons [look like] children with no experience can use them, especially for specific options.
  • Integration with other browsers as there is with Chrome.
October 31, 2019

Not so fussed on Fuze

Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Call quality was solid. It didn't drop packets.
  • Simple design. Easy to use.
  • I did not need to run through any training, it was that simple.
  • Functionality -- video.
  • Call recordings access.
  • Access to call stats.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • I really liked the phone app. I felt like it was easy to install and it was immediately obvious when someone from work was calling or messaging vs. someone personal.
  • The integration with my CRM was simple and made calling right from the web very easy.
  • I liked the chat function and creating groups.
  • Overall I felt like Fuze met my personal needs as an SDR.
  • Occasionally I felt like I had issues with sound or calls not connecting well, although it is difficult for me to know if it was problems with Fuze or possibly my work computer or internet.
  • Could have been more robust in terms of document sharing (similar to MS Teams.)
Wes Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Interactive remote meetings are a breeze with Fuze. The ability to share and control remote screens works well.
  • The phone app is very useful. You can join any meeting from your phone and even receive calls through your extension. Even on cellular data, screen sharing still works well.
  • User administration is as simple as it can get. Fuze integrates well with Active Directory and the support team will help set up all the defaults. New users can be created with just a few clicks.
  • Our team loves to send gifs. Teams allowed us to integrate a giphy button. Fuze does not have the same functionality although they have mentioned it will be in a future update.
  • If you don't have sound turned on getting a notification of a new message can be problematic. The icon on the taskbar blinks, letting you know there is a new message. Sometimes this doesn't function correctly.
  • There is no way for a user to block or control a blocked list of phone numbers. Some users get many scam calls or annoying cold calls. This would be a helpful feature.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Wealth of features
  • Documentation
  • User Interface
  • Their Support is VERY lacking. Almost every exchange I have with their support requires me to escalate. I have submitted cases with P1 priority (top priority with 4 hour response window) and have gone a week with no response, prompting me to email our internal contacts to make progress. With most of my contacts, I have to explain the issue multiple times as the agent does not understand what I'm asking.
  • Their helpdesk line is basically just a verbal ticket submission. When you call you're not getting connected to an agent who can help, you're connected to someone who basically creates the ticket for you and then someone else will contact you later.
  • We have run into a myriad of issues with Fuze implementation. Some of those issues were on our side, some on Fuze. But it always felt like it took far too much time to get resolved. We've been with Fuze for nearly 1.5-2 years and are still not 100% implemented properly. We have whole offices who have given up using the service.
  • Fuze Rooms does not accommodate our needs. It is a conference room software that runs using the exact same software that you use for desktop calling, but it does not include a dialer or the ability for external dialing.
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