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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)
    5.9
    59%

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

(51-75 of 116)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Affordable contact center.
  • Call quality.
  • Numerous ways to connect to the platform.
  • Some common features are missing from the Fuze hub such as endpoint management.
  • Updates to the Fuze Desktop software occasionally need to be manually installed.
Brandon Patton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • A single platform that covers instant messaging, screen-share meetings, and phone calls.
  • A fast, intuitive interface which assists in quickly onboarding new employees to the platform.
  • Client support for many devices-- physical phones, mobile phone apps, and desktop apps for multiple OSes.
  • The support portal system can be difficult to navigate.
  • An idea System is implemented, but needs dramatic improvements.
  • The administrative interface can feel disjointed (some features are available in this portal system, and other features in a different portal system).
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Simple easy deployment with only the need for internet access
  • Portal access that allows for quick changes to call routing and scripts
  • Expansion is as simple as adding additional phones and placing them in groups needed
  • Support for the phones is slow to get started and get a resolution
  • Most support is done via email with little to no real time calls
  • ATA's are not as stable and support is weak for them
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Global reach is key for FRG, and Fuze are able to deliver their services in the majority countries.
  • Voice is critical in recruitment and Fuze deliver a solid service with minimal downtime.
  • The ability for users to Monitor, Barge, and Whisper into other calls within a single click within the Fuze Desktop application.
  • The admin console needs some re-architecture, especially around permission and user profiles.
  • More R&D on integration with CRM platform is required.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • The project team that was assigned throughout the planning and implementation were excellent as is our Customer Relations Manager, Gemma Hart.
  • Call quality is consistently very good.
  • Administration is improving with the introduction of the Fuze Hub.
  • Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
  • There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
  • More transparency should be given regarding the roadmap and direction.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Account Team
  • Technical Support
  • Platform
  • I feel Fuze for Salesforce is not matured enough.
  • Upgrade process causes issues sometimes.
  • Sometimes I get issues and voice functionality does not work. Mostly happens around upgrade, gets resolved once we perform cache update or restart the app.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Fuze for Mobile
  • FCC
  • Limited hardware
  • Desktop
  • Billing not accurate and complicated
  • Instability with the UCAAS platform
  • Unknown and unexplained issues regularly occurring. For example, wireless phones going offline.
  • Poor account management and customer engagement.
Michael Bartlett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The Fuze implementation process was the smoothest and best-organized roll-out of any major infrastructure project I have been involved with. The engineering and sales team provided a clear roadmap, stuck to it, and performed flawlessly.
  • The system stability, voice quality, user provisioning and de-provisioning, and overall ease of use is something Fuze has done particularly well. Whatever I need is there in the portal, and the 'take-it-for-granted' feeling the users have is a huge strength.
  • Continuous improvement- in the two years this company has used Fuze we have seen numerous updates to the softphone, new features in the desktop phones, and constant communication from our customer advocates and support team.
  • Tech support- rarely used but responsive and experienced, a definite strength.
  • A more aggressive end-user training and help scenario. Users who are unfamiliar with UCaaS and are wedded to the traditional role of the desktop phone can be slow picking up the idea of a UCaaS account and all the benefits and possibilities. More visible links and reminders on the phones, softphones, and apps, and easy access to short videos put right in front of users' eyes might help user adoption.
May 14, 2019

Fuze review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Nice user interface
  • The chat feature is useful.
  • The app is helpful to take calls when you're away from the office.
  • Rings on multiple devices
  • Some changes have to be made by Fuze and not the admin console in the hub
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Once setup and properly configured, audio quality with Fuze is great.
  • Fuze eliminates the need to purchase hardware handsets as calls can be made via the Fuze application and wireless headset.
  • Provisioning new users and removing users once they leave the organization is very quick.
  • Increase compatibility with various wireless headsets.
  • Adding the ability to forward to a number via App settings vs portal.thinkingphones.com
  • Use the same password to login to Fuze app and Fuze portal
  • Option to record calls via Fuze Application
Luke Ferrel | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Cost Effective
  • Simple to use
  • Responsive customer Support
  • APIs are pretty bad
  • A lot of the work has to be done on their end, which leads to delays. Would be great to be able to manage software independently
  • No adherence or availability measures. On break, etc., doesn't work. The system can be buggy.
Travis McKeone | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to Deploy services and configurable by non-IT individuals
  • Reporting has always been very easy and provides valuable insight
  • Telephony that just works and is completely stable.
  • Support always could use improvement. But this is the case at any organization.
  • Investment in additional Contact Center tools
  • Provide more self-help abilities
Trent Martin, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • Voice Calls - soft phone has been able to replace my desk phone while still maintaining all the functionality that I had before and then some.
  • Portability - I run this frequently from my iPhone when I need to contact folks and need their number or if I just need to join a meeting while I’m the road and then easily transition to my softphone once I’m at my computer.
  • Portability 2 - I can run this from home when I’m working remote with no issues.
  • Sound quality is very good!
  • We tried the Fuze conferencing but it was just too difficult for external users to easily get connected correctly. We ultimately moved to Zoom which is very simple for people to understand and use even if they have never used it before.
  • I have no other complaints.
May 07, 2019

Fuzzer...

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • They welcome any suggestions.
  • Support team will assist you till the end.
  • Fuze Desktop pretty simple to use.
  • They also send Fuze outage notifications. This help you be aware of what's going on in Fuze.
  • Following through on suggested ideas about making the product a better product.
  • Call center features could use some improving. Particular allowing supervisor to add and remove there agents.
  • Better analytics
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Fuze is open to feedback that directly impacts and implements feature requests made by customers.
  • Recent updates have increased functionality.
  • Ample notice of upcoming updates reduces downtime and allows for user notifications.
  • Support and documentation can be difficult to access. Status page is helpful however finding configuration and how-to documentation for non-admins is difficult.
  • Consistent soft phone and mobile device UI.
  • Difficulties answering calls from soft phone - could cause calls to be missed.
March 14, 2019

Fuze Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 1st line of defense with any Fuze issue is handled well. It's easy to open a ticket and get someone on the line to speak to.
  • Easy set up for first-time users.
  • It is not complicated to get to your answer machine.
  • Level 2 issues troubleshooting can improve.
  • Level 2 techs can be more available.
  • The provision window could be open 24/7 for phone resets.
David Scalise | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Availability to use your work number anytime anywhere. Our recruiters make themselves available as much as they can. Being able to answer calls from their worklines while not in the office and make calls from their work numbers is a big deal.
  • Setting up new phones and numbers is very easy with their hub. I don't always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.
  • Their support team is great as well. If I do need to get help with an issue their support team is quick to respond and very knowledgeable about their systems. Their team is also able to fix most support cases within the same day.
  • Their admin portal that I use to login to can sometimes feel clunky. There is a lot of button pressing to get through the menus and you always have to click a refresh button when adjusting search parameters. This is different from the hub, which is more for user setup.
  • The Fuze app is not always the most reliable. While being able to use it to call from your work number anywhere is nice. Calls sometimes have one-way audio and, on occasion, caused users calls to go directly to their voicemail.
  • The user portal could use a refresh as well. Some of our users use an e-fax number for sending documents to clients. The feature is often missed because it is hidden inside a menu instead of being out in the open.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Fuze is a modern solution for communication in and out of an organization.
  • It acts well as a softphone system, from my perspective its best use in the U.S.
  • Works as a conferencing tool, both for audio and video.
  • Functionality outside the U.S. still needs improvements, in audio quality and range of dialing options.
  • First level support is poor.
  • Complicated requests from tech support take too long and are very clumsy.
Jeff Dowdle | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • They have responsive support which was important in our decision because we do support other clients and need high availability.
  • They have high availability. We had previously been experiencing outages and this was a driving factor in our decision to make a change.
  • They have very good reporting. We are able to get greater views into our calls than we could previously.
  • I would like to see improvements in the soft phone and have the ability for it to control a physical device. Our previous solution was more of a software solution and we could have all the ability to either use the physical device or our computer. It is the one feature our users miss.
February 27, 2019

Fuze is good, not great

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Voice payload, especially with the advances to the mobile and softphone clients.
  • Basic contact center routing. We have call centers with low numbers of users who only need basic routing. This helps us avoid a more expensive solution that is overkill.
  • TAM program: Amanda Juliano. We have a fantastic relationship with our TAM. She is extraordinarily responsive and gets great results for questions and issues we have.
  • Overall reporting. The advances in reporting have come a long way, but there are areas where data and data manipulation fall short. Limiting live data to 90 days and only allowing long term reporting to a BI tool is hampering the tools that can be used by standard managers. We would like the ability to run trending outside of a BI tool. We need to be more granular with individual call details. (ex. ID'ing fats pass calls versus standard queue calls).
  • Removing tools before a full replacement is ready. Removing data older than 90 days in reporting pages. Going GA with new softphone clients before full functionality of the old tools is in place. Moving reporting to a new platform without copying old reports to the new platform and copying current, saved reports for users. These are a few examples where a new solution was introduced before securing the current capabilities in the new tool.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 95% of the Time the Fuze solution works well
  • Relatively simple to use
  • User management relatively simple
  • Billing - duplicate bills. Billing descriptions/period not always transparent
  • Customer Engagement - most of the time you are dealing with non-personal support/escalations/billing . Little or no ownership of issues or listening to the needs of the business. Lack of consultancy - i.e. how to get the most out of the solution
  • Reliability of the Fuze system is not 100%, with sound quality distortions, interference, voice over. And when we experience issues, Fuze don't seem too interested with resolving, engaging or supporting.
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