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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)
    6.6
    66%
  • Directory of employee names (107)
    6.0
    60%

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

5.9
Avg 8.2

Call Management

Customized phone system settings

6.8
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

7.4
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

(1-25 of 88)
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Score 4 out of 10
Vetted Review
Verified User
Incentivized
You have to go back and forth with the support team numerous times before you get a resolution. Most of their support team is offshore so English isn't their first language so you get the language barrier as well. Then you ask the CSM or Account Manager (AM) for assistance and they are pretty clueless as well. Fuze needs more employees who actually know how a phone system works.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
In my experience, Fuze's support has always been very good and reliable. Their responses are usually quick and informative. My relationship with our technical account managers is very good and they are always happy to help with questions I have.
ANTOINE FOREMAN | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support is not always knowledgeable of telecommunication technology, which can cause a waste of time on consumer's end, as well as frustration depending on how severe the issue is. Also, not always in the country, which often causes a delayed response to submitted tickets as well as a delay in getting the issue resolved.
Andrew Rochford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
During some early time with Fuze, we had trouble getting responses in a timely fashion. This was one area in particular that I saw a big improvement as time went on. Fuze clearly saw problems in their support and worked to address them. While it could stand further improvement still, they do ultimately get the job done.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
So far I haven't had to contact Fuze support, before migrating to Fuze, I did several tests and called colleagues from different parts of the world. The Asia Pacific region and U.S. region calls worked seamlessly. No latency observed; also, I did not experience any down time during my time with Fuze.
August 26, 2020

My Fuze Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze support is the only section of Fuze that hasn't improved along the other sections in the application/company. That said, it did improve considerably, providing customers with better response times. Sometimes you still need to escalate your ticket and email certain people, but the improvement is noticeable from my perspective.
August 14, 2020

It does the job

Nicholas Cawein | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
I prefer when a company communicates verbally through the phone as it allows for the fastest resolution time as well as realtime troubleshooting. I also gave that rating because some of the representatives have heavier than normal accents that make it very hard to understand over the phone conversations. I will say that the representatives are somewhat well educated on the product or have a good knowledge base to reference back to.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Support has not been good in my case. Too long for resolutions and not enough documentation. For the size of my organization I would hope for better customer support. For example if a Verizon circuit goes down and affects Fuze, Fuze should notify their customers immediately that there is a problem. This is a logistics [issue] that can be modified for better customer support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Fuze support has been great for us, they tend to reply on the same day, depending on the time our issue was sent out, obviously. So far all of the Fuze cases have been resolved. We were very satisfied with how well they were able to answer and explain the problem.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze support is great. My whole team has used them several times. Shortly after we went live, the questions we forgot to ask came up. Fuze support was able to get us in shape. We have had a few issues with being assigned a support person in another country. That has made timing and resolution of issues a little longer than it needs to be. They will assign the ticket to a support engineer in the US if you ask.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Fuze has a great knowledge article that has helped me several times troubleshoot an issue. I am not in IT but I was able to go their community page and find the solution to our issue and we are able to ensure that the issue was fixed and get the individual up and running quickly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've had several instances where I needed to continue to follow up to resolve an issue through the normal channels. The capabilities and willingness to help always seem present when I get them on the phone, but through email and typical ticketing tools, the response time and attention are significantly lower.
January 31, 2020

Fuze Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Generally, Fuze support is timely, polite and will help to resolve our issues. Over time it has got better as the support staff has started to understand our environment more.
October 31, 2019

Not so fussed on Fuze

Score 4 out of 10
Vetted Review
Verified User
Incentivized
Pretty poor, in fact, very poor indeed. As a new user, I had to set up my phone extension myself and tailor some things. There were issues with the setup and then, a few months in, more issues still. Calling support was a nightmare. You'd be on hold for hours, then they would take days/ weeks to come back to you, not even with a fix.
Wes Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Fuze support is very responsive and quick to meet customer needs. We have had no issue getting our problems resolved in a timely manner. They communicate well via StatusPage.io about any potential outages or planned maintenance. They do a great job onboarding as well. We had a very in-depth rep assigned to make sure our implementation went as smooth as possible.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I think Fuze is a good product in general, but there are a number of things that in my circumstance don't work the way I want. Their support needs some major work.
With my previous VoIP vendor, I was able to direct users to their support for phone-related issues. While it didn't happen often, it was nice being able to allow end-users to work directly with their support. Fuze does not allow this, and so there end up being those situations where you're playing man-in-the-middle trying to translate and interpret what each side is saying, with typically long delays in response.

Fuze's Softphone is a nice piece of software, but be aware if you use it as the primary means of making calls. Be sure your network and computer hardware are configured properly and is compatible.
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