TrustRadius
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.https://media.trustradius.com/product-logos/K9/Bf/41QQ840QO2WN.JPEGFuze reviewFuze is used across our whole organization for users to make calls and chat through the application. Some users also have the ability for web conferences.,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,9,10,10,It's helpful that all users are on the same platform and Fuze has become a standardization of our organization for communication.,,90,3,Ability to communicate to other employees. View a full contact directory. Ability to communicate from a mobile phone using the office number that's assigned.,Fuze mobile is a great feature. We can view where each of the phones are located. Restart phones remotely as long as they are connected to the network.,Adding outside users as contacts.,9,Not Sure,Product Features Product Usability,Have a test phone or demo that is detailed enough to go through the main features and capabilities.,Convenience Usability Conference call capabilitiesMultiple Remote Locations - Fuze Voice ReviewFuze Voice is being used across our organization for its meeting, soft-phone, and messaging capabilities.,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.,7,4,3,Fuze Voice has been adopted throughout the company however done so as replacement to issuing of hardware. Many remote locations are using soft phones on company-issued hardware. Desktop and iOS versions of application have issues handing off between bluetooth connected devices.,Skype for Business,AirWatch, Microsoft Office 365,75,5,Remote Phone Call Routing Business Hours Messaging,Hosted Conferences Screen Sharing,Expand to additional users. Leverage conference calls capabilities across entire organization.,7,Not Sure,Price Product Features,Better consideration on what all was needed by the business as implementation has changed somewhat since it was deployed.,Eased remote management of calls. Allows for remote locations to have communication via soft phone. Messaging capabilities allow entire team to more easily communicate.,Yes,Recent UI/UX updates along with receiving notifications for updates has been a great improvement!,Recent UX improvements have made application easier to use and more consistent between desktop and mobile device versions. Website is easy to setup, change, and maintain for end users however a bit complicated for admins.,Specific user to send/receive faxes, wish it was integrated with user accounts. Admin roles can make it a bit cumbersome to setup user accounts.,Yes,4,Yes,Updated conference call windows and capabilities. Updated and improved UI/UX!,Additional features - specifically easier to control call handling between soft phone and mobile device. Integrate fax capabilities with user accounts.Fuze ReviewFuze is being used across our organization as both a phone and messaging system. It helps us keep connected. I personally have not used the video functionality, but I know it exists.,Helps stay connected. Easy to use and manage. Great support.,It lacks compatibility with certain apps.,10,10,5,This is handled by our infrastructure team. I have not personally used this feature.,,Zoom, Jira Service Desk, Axiom Sales Force DevelopmentFuze Best audio/video conferencing tool on the market!Fuze is used across our entire enterprise including offshore offices. Being used as our primary means to call in and out of our organization. It helps all employees to connect with each other with real ease and convenience. We also use the Fuze app on our phones which is of real help when we are travelling as the only thing you need is an internet connection to make calls through the Fuze app. It solves the business problem of being able to provide 24/7/365 connectivity among employees.,One of the most useful features is the MERGE. It allows you to combine two ongoing calls if they are people from the same company calling you for a similar issue or if you were trying to connect to more than one people at the same time. Crystal clear sound and pitch perfect video. Better than any other tool out there on the market. I have experienced that the video and audio quality is way better than Skype. I can say that because we use both. One of the other useful features is the ADD feature. It allows you to add other attendees to an already ongoing calls. Unlike other tools with Fuze you do not need have a new call initiated to add one extra person or someone who wants to jump in for a call in the middle. You can do it on the go! I love that feature of Fuze.,There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen. I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.,9,9,8,It was very well handled. People like the tool very much and use it all the time and is primary means for audio/video communication. Everyone has adopted it pretty fast and are really happy with it. Fuze got rid of our old hardware phones which were a hassle to use and set up. Also with the implementation of Fuze we have one less piece of hardware on our desk to manage. As Fuze integrates with your work machine directly it wasn't really a challenge to adopt it.,Skype for Business,Skype for Business (formerly Lync), Cisco WebEx Room Series (formerly Cisco Spark Room Series), Zoom, BlueJeans,Not SureGood product, but not good service.Currently, it is being used by the whole organization. It was brought in to replace our traditional Mitel phone system. Our employees have it installed on their laptops as a softphone option and they also have the Fuze mobile app, so they can use Fuze on the go. It allows us to communicate with each other effectively, as well as being the main contacting tool used by our Sales to contact their clients. Generally, we just use it to call each other and people outside the organization.,The interface is very intuitive and I'm able to setup a call quickly with the people I need to contact. Call quality has been especially good for me as long I have a stable internet connection. It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.,Their client software can face a few bugs here and then and it may take awhile for them to be fixed. One such example is the audio settings, it does not save the proper audio setup all the time when I'm docking and undocking my laptop. Fuze technical support is not very good. They take a very long time to get back to you. When filing an urgent case that needs to be resolved quickly, I am not able to rely on them to give me the punctual and effective support that I need. Registering conference phones can be a pain, as I have to follow a fairly long set of instructions to register them to Fuze.,7,2,8,Adopting Fuze voice has been fairly positive for our organization. It has been providing fairly consistent call quality to our employees and moreso, for our Sales Representatives/Account Managers. We haven't heard too much hiccups from the call quality, which we are relieved to hear. Although, when an issue does come up that does affect call quality, it may take us awhile to resolve it due to the constant back-and-forth between Fuze and our team. The solution is usually not given quickly and might not always be effective for the problems we're experiencing.,Skype for Business and Cisco WebEx Teams (formerly Cisco Spark),Microsoft Azure, Microsoft Exchange, ServiceNowLook no further, Fuze has the features and the price you are looking for!We were tasked with creating a UC infrastructure that would scale with our company's acquisitions. We had very old hardware (Avaya and Shoretel, Cisco, Nortel, and a few other small PBX devices), we needed something that would deploy fast and unite all our users on a common platform. After evaluating a number of vendors we chose Fuze for it's scalability, price, and common UC Features that we needed across our growing enterprise (we started with 5,000 licenses and are scaling up to 15,000). Fuze is our single point Unified Communications platform.,Handing off a call from wifi to the cellular voice/data seamlessly Persistent chat across all your devices Calling features across multiple desktops and mobile devices Desktop Sharing and collaboration,Web UI needs to have the ability to make phone calls We did a lot of number forwarding in our old platform, with Fuze sometimes this is cumbersome Better support of SIP/ATA endpoints,10,10,10,We've had mixed adoption because we have been rolling out Fuze in some locations as a site, and in others as a department (and most of our departments span multiple sites). So we haven't been able to cut-over our entire enterprise yet because we have to approach it systematically depending on who are customers are and how they reach us.,Avaya, ShoreTel and Cisco Unified Communications Manager (Call Manager),Microsoft Exchange,15000,10,Can support calls be routed Can sales calls be received and made and routed properly Can our receptionists perform their job duties with little/no downtime,We've been able to stop using other web-collab tools, such as Web-ex, Go To Meeting We've been able to get rid of most the telephony hardware on end-users' desks Users can control where calls go: their desktop, mobile phone, another phone, voicemail, etc, without having to engage IT.,When the Web client has calling, our Linux users will have "native" access to Fuze Our company may even be able to run more internal meetings using Fuze We won't be affected by outages caused by hurricanes and natural disasters because the number will route in the cloud rather than be tied to a piece of equipment (which may be underwater) at our various locations.,10,Yes,Price Product Features Positive Sales Experience with the Vendor,Well, there's really not much that could be changed, we evaluated many vendors, we chose the one that had the most to offer for the price. Fuze certainly is feature rich: a ubiquitous experience across multiple devices and platforms; Desktop Collab; Persistent chat across all devices; End-user control of their OWN call routing, the list goes on, it's endless, Fuze has the features at the price that makes it highly sought-after.,Unlimited Global Long-distance included (in certain licenses) No phone hardware (in some cases users just use their mobile phone using wifi or cell-data) No more need to separately license desktop sharing software or telephone conferencing plans,Implemented in-house Third-party professional services TIBCO professional services,Yes,Change management was a small part of the implementation and was well-handled,End-user adoption Going from a desktop phone to a "soft phone" (via a USB headset) Call routing changes because of the features of Fuze (some better, some worse, but just the "different" bits),Online training In-person training Self-taught,10,10,Out-of the box, Fuze is 100% usable, the interface is intuitive, you know what to click on to make a call, you know where to search for others and how to start a chat, or a meeting, or collaboration. Fuze keeps the same ease-of-use across the Desktop, Moble, and Web clients.,10,Since Fuze comes pretty much configured "out of the box" there really isn't much to do, for end users setting up and avatar, setting up their audio options, setting up a voicemail, and the one that often gets overlooked, setting Fuze to launch at the start of Windows. Other than that you can configure away til your heart's content.,No - there is no facility to customize the interface,No - we have not done any custom code,We haven't really needed to do anything outside of what the Fuze product already does, so we haven't had to customize any configurations for any of the products, features, or options, in Fuze. Users have requested additional customization features: like having the app startup silently, or changing incoming ringtones or chat tones, etc. They can be changed, but it is a little more advanced.,Yes,They are doing that right now! We use a certain Active directory token to login to Fuze, and a number of users had that token changed last week, Fuze received a list of about 400 users where Fuze is going through and updating the user IDs to match the changed AD token. They are super for doing this it is such laborious work, and something they do with a smile, Fuze Support is the BEST!!,Chat Phone calling Desktop Sharing,Getting incoming voicemail (since it can be done multiple places, and even emailed and then deleted) some users do it different, so it can be hard to support unless they know what option they picked Desktop Sharing (sometimes a user doesn't understand how simple it is to share the desktop, or that they have to start a meeting first--Hopefully Fuze will come out with the feature that you can go from a phone call to desktop sharing in one click) Fuze across multiple devices: Sometimes one device will ring and another won't, this is difficult to track down.,Yes,10,10,10,10,Exchange 365 (Outlook 365) Google Contacts Salesforce contacts,Microsoft AD (Micro Focus Access manager emulating MFAD),File import/export Single Signon API (e.g. SOAP or REST),10,Probably the best advice with integrations is to consider that "nothing is impossible", that's really quite simple, if you can dream it and program it to access their APIs then you can build it, and your users will be happy. And if you can't build it, there are plenty of people at Fuze that can assist.,10,10,Although I don't believe that I can discuss particulars in the contract, we were able to get pricing for our user base starting at 5,000 users with a sliding scale to 10,000 users, and we knew that we were going to grow beyond that so we had pricing up to 20,000 users. We wanted all our voice services to include unlimited Global Long-Distance, which Fuze has a tier for (although there are a handful of countries where they charge a per-minute-unit, each user gets 500 units a month that we had collectively pooled so we will never be charged extra for long-distance, it's all-inclusive). This is a huge selling point for a multi-national company that used to have very expensive long-distance phone bills.,Fuze is incredibly easy to work with, so the best advice is either know what you want, or what you need, bring it to the table, let Fuze work out the details and let them tell you how to best implement their service, they have been doing this long enough now that they have the process down and know how to do it very efficiently.,Yes,More headset support Inviting users outside the organization to collaborate Enhanced GUI,Audio notification customizations End-user call handling changes Web-audio for inbound-outbound calls,No,NoOverall Impressions of FuzeFuze is being used across the entire company as our primary form of audio communications as well as our customer facing help desk system. We've replaced our traditional PRIs and gone completely VOIP. It replaces our old legacy and out of date platform and provides us a single uniform solution across all offices that can be managed anywhere.,The application for audio calls works great. It's been well designed and is updated frequently Audio quality has always been good both on mpls and regular internet The implementation team was great! On the ball and had solutions/answers to all of our issues during go live,The collaboration piece doesn't work well. Demo'd it but doesn't compare to WebEex in terms of functionality and stability. Support team is lacking. Slow responses, unanswered questions, needed prodding and escalation. Backend UIi is not user-friendly. The UI is dated and lacks cohesiveness. There are still references to thinkingphones.com and tools are scattered amongst different websites.,6,3,10,Adoption has been around 50%. Many users prior did not actually use the phone that often and this reflects a lot more now that it's cloud based and we have modern details and metrics around usage. Also the transition from a traditional physical phone compared to the current softphone users are just not used to it yet.,Skype for Business (formerly Lync) and Mitel Applications Suite,Microsoft Office 2016, Microsoft System Center Configuration Manager, WebEx MeetingsFuze innovation and customer dedication drives their successFuze is our telecommunications platform - we use it for voice, call center, instant messaging and teleconferencing throughout the organization. Due to its cloud architecture and intelligent design, it addresses our business continuity concerns with circuit outages automatically failing over to our Internet circuit in the event the primary Fuze circuit goes down. This automated failover has been proven across several of our locations and it doesn't drop active calls or disrupt the user experience during that time.,Unified platform - desk phone, soft phone (computer) and mobile are all connected as one account for the user, providing a seamless and simplistic experience Business continuity - automatic failover to other circuits in your organization in the event the primary goes down. The mobile client acts as a 3rd layer backup, utilizing cell towers for service. Their investment on ensuring uptime has been a great benefit to Caplugs. Reporting - their assortment of canned reports are useful and highly visual, but the real power lies in their Fuze Data platform, providing companies detailed call data to report on as they wish.,Network stability for instant messaging and video. While voice has performed at the high level we would expect, any minor disruption in the connection will disrupt IM and video. I would like to see greater tolerance for common network speed bumps. Expanded functionality for the preferred device and Fuze Desktop connection. For example, I would like to be able to transfer a call from my Fuze desktop to the preferred device and listen to voicemails on the preferred device via the Fuze desktop. List management within Fuze desktop. We have recent calls and favorites today, but I would like the user to be able to create separate lists for quick and easy access, similar to the legacy Thinking Communicator.,8,9,10,As a call center, voice platform and teleconferencing solution, Fuze has been a great solution adopted by all users within the organization. From a business continuity standpoint and ability for automatic failover to other circuits within the company, my IT department couldn't be happier. From a user standpoint, providing choice has strengthened the adoption rate (Desk phone, mobile and computer) and the quality of reporting and how its presented demonstrates the Fuze commitment to quality. There are still improvements needed for the Fuze Desktop, specifically how it works with the preferred device (i.e. transfer calls to it, listen to voicemails on it via the Fuze desktop), but Fuze is actively working on that and what I have learned over the years is that they are committed to being the best and take customer feedback seriously.,ShoreTel and RingCentralReduze PBX/VOIP Management Headaches - Chuze FuzeWe are using Fuze at 60% of our sites and growing. We will eventually be using it across the entire organization. Fuze addresses a number of business issues including multiple disparate phone systems, high number of supplier accounts and invoices to manage, and multiple systems to manage call for phone support issues. With Fuze our IT department can pay one invoice for all voice, video and IM services. We can call one place for support issues. We can go to one place to manage accounts and user information. On top of all that, with Fuze, we have a DR site for our phone systems!,Fuze is now on a faster development cycle, implementing a lot of new features and bug fixes at a faster rate! This is great because you can tell they care about the product and getting features in that customers want. Fuze has great project managers and support engineers to help see the deployments through from beginning to end. We don't have to worry about missing anything in the deployment, despite having quite a few different locations with different call flows, equipment etc. The core features of being able to make and receive calls works right out the gate, every time. We've never had issues after a deployment of not being able to make or receive phone calls. The Fuze Desktop application works incredibly well and has been updated quite a bit in the past 6 months. 10/10 on design.,Fuze could do a better job of encompassing paging equipment solutions into the project implementation. It seems this is usually always tied to the phone system and when this changes we've had issues with paging not working on the days or even weeks after go-live on the Fuze phone system. Having one or two proven solutions to offer that they know work right out the gate with Fuze would be nice, as many of our manufacturing plants need to upgrade these paging systems anyway. Fuze could provide help on user-onboarding to make sure we're getting the most out of our product. We've had issues getting our users to make that culture-shift to using IM. I'd like to see easier device management available to the user to be able to easily switch between which devices I'd like to ring on. Many times If I decline a call on one device, it continues ringing on the other two. It would also be nice to see some simpler AD integration options for user authentication. The Fuze App for Android is buggy and I have trouble joining meetings at times. It also takes quite a bit of battery. Instant messaging is nice, in the app. Overall, could use some work.,8,10,9,Adoption of Fuze Voice services was taken very well as most users came from a poorly managed PBX system with little functionality. Users of our old VOIP system using Cisco had mixed reviews, but it was mostly due to the change of devices, not the service itself. The only challenge to organizational adoption is the time we have to work on and implement the projects. The lack of on-site IT resources is also challenging when you don't have an on-site advocate of the product to get people to use the extra features such as IM.,Cisco Unified Communications Manager (Call Manager),Cisco Unified Communications Manager (Call Manager)FuzeFuze is deployed as our primary phone system across the entire organization including our call centers.,Voice quality is very good and we do not have to manage the servers and carriers like we did with our in-house system. The contact center is very easy to manage and change. I can change call routing, add or delete queue members, or change dial plans very easily from the Fuze Portal. The mobile app is really good.,We tried to implement the Fuze Meeting portion of the service in 2017, at that time the service was not easy to use. It was difficult to train my meeting hosts and we had screen sharing reliability issues. We would like to have the option to clear missed calls on the desktop app. We would like to have the option to clear missed calls on the mobile app.,9,8,9,Fuze has been very widely adopted in our organization. We have a large number of users that have transitioned from a physical phone to a softphone and several using the mobile app. Our Service Center and Support Desk transitioned to the new Fuze ACD immediately at go live.,RingCentral,Microsoft Office 365, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), MS SharePointFuze: a fantastic collaboration software that needs to be an even bigger nameWe are a remote company and use Fuze mainly as our PBX but operations utilizes Fuze meetings to collaborate.,Softphone design and mobile app design is perfect. Meeting software is quite powerful Integrations are very useful,What is the point of an RCF number? Consolidate the hub and admin portal very confusing where to go sometimes Support could be faster,9,5,10,It has been challenging with people who don't like change but we are getting through it.,ShoreTel,GoToMeeting, GoToWebinarFuze is an excellent meeting toolFuze has been used across our whole organization. It is a great way to schedule and conduct meetings when some attendees must be in different locations. The voice and video are great but the screen sharing is possibly the best tool to allow others to take over as the presenter and share what they see with everyone.,Scheduling and inviting attendees to a meeting is simple and straightforward. Fuze allows attendees to call into the meeting via phone or to access audio and video through the Fuze app or a web browser. Sharing screens is simple and changing presenters throughout the meeting is easy to do. This is great for training purposes and allowing everyone to participate and ask questions if they are seeing something different on their screen.,We usually copy the meeting link from Fuze and then send it out via email. If Fuze could import contact info from Outlook we could eliminate this step and send the invite directly from Fuze.,10,10,10,Adoption of Fuze has been relatively easy for our organization. After users have interacted with Fuze just once or twice, they typically get the hang of navigation and the functions available to them. It is a great program, so we have not had any complaints or issues with missing features that users wish they had!,Skype and GoToMeetingFuze is a solid cloud VOIP provider, with some growing painsIt 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.,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..."),8,2,10,As a sales organization, it's critical for us all to be on the same communications system. The added collaboration options helped us streamline our support and get rid of disparate resources to allow us all to function together more seamlessly.,8x8, Avaya and MiCloud Connect (formerly ShoreTel),Desk.com, Microsoft Office 365, NetSuiteFuze hosted phone system simple to use and deploy yet support is lackingFuze is being used across our entire enterprise. It is used for call centers as well as individual's phones. Messaging is being used by a smaller group currently but expects that it could grow.,Fuze does a good job of providing a portal that makes changes simple and easy to accomplish day to day tasks. Implementation and deployment is a very simple process with little to no problems Fuze has the ability to adapt to the changes needed by the business and is willing to work with you to make design changes/enhancements to the product in many cases.,Support on issues are extremely slow to get started Support personnel are not always well trained requiring escalations Product portal is slow and sluggish to use.,7,4,9,Adoption for the whole enterprise has gone well creating a single way for all users to communicate. Training on the new phone system has been simple with Fuze helping to provide good user training documents.,Cisco Unified Communications Manager (Call Manager),Citrix AppDNA, vRealize Orchestrator, VMware NSXFuze AOKWe use Fuze primarily for our phone systems and stats tracking. We use queues, ring groups, sound clips, phone stats, etc.,Fuze help us see what queues are busy IN REAL TIME! Fuze has continued to improve their system with features we didn't even know we wanted until we could use it.,Fuze currently is working on making their API better. It would be nice if Fuze had a team to help us use their API. I have found some of the learning resources out-of-date, which made initial configuration of our system difficult.,7,5,3,Adoption was pretty seamless because it's the only phone system available for us to use.,Fuze: the best current collaboration solutionVery good customer experience, excellent project team, perfect deployment and satisfied users. I highly recommend!,Support to the design of the solution Perfect support team Unified solution very ergonomic and economical,Ring change Mobile conference calls,10,10,10,Fuze provides all the packages to animate and make adopt the solution to the greatest number from the go-live.Mixed resultsWe use Fuze as our primary phone system. Primarily focused on inbound\outbound calls and contact center.,Ease of use for app., laptop and mobile User and Admin portal,SSO integration and manual process for user provisioning The analytics panel is still very much a build in process, not a complete solution Limited contact center configuration Limited API acces live platform monitoring is stil being built for admin use,5,6,6,Adoption has been pushed by the company as the only solution, but confusion on tools and usage of the tools had lead some users to abandon Fuze in favor of cell service. TL's, managers and users have also tried to access additional tools to compensate for tools not offered by Fuze (CRM, analytics, API integration).,Zoom, Dialpad, RingCentral, 8x8 and NICE inContact CXone,Zoom, Microsoft Office 365Fuze!The whole company uses Fuze. By using Fuze, we can call our customers and be called by them.,The customer care is fast and tries to fix problems in a serious way. The service is fairly cheap, which can be good for a starting company The improvements the past year have been enormous, they grew as a company.,The communication about coming updates could be more transparent.,8,8,7,It is adopted across customer care and telesales. Everyone uses it to communicate with customers. We don't use it for internal communication. Fuze states it is a possibility, we haven't had time (or interest) to figure this out yet.,Fuze - Evolution of a UCassS ProductFuze is being used across the organization at 5 locations in 3 states. It provides all telephony services and call center technologies.,Features in the Fuze Desktop and smartphone app are conceptualized well. The Fuze implementation project manager has been attentive to our needs. Fuze leadership is open to feedback and constructive criticism.,The Fuze Desktop software (softphone) is evolving. At times the product is unstable and Fuze has no work-around or answer why this is happening. The Fuze support process is not mature in comparison with other UCaaS product vendors. Typically important issues are not sufficiently prioritized and require escalation with Fuze support. The platforms for Fuze configuration, monitoring and reporting are separate and very dissimilar. This is improving with their investments in a single platform, however the current tools cause inefficient management of call queues and user accounts. Since May 2017 we have experienced several outages that impacted all business locations. It seems that Fuze needs more monitoring systems for early warning of events that impact services.,4,4,7,The Fuze Contact Center technologies have allowed us to develop a cross organization virtual call center.,8x8 Virtual Contact Center and RingCentral,520,2,Basic phone services Inbound call centers across all U.S. time zones Meeting room video conference capabilities,The use of Fuze in call centers is rather easy to configure and manage.,Integration with Salesforce will be important for communication management with healthcare providers.,8Honest Fuze Review (from a Systems Admin)Fuze is used by our organization as a communications platform between multiple locations across the continental United States.,Superior voice quality Ease of use Access to new products,Technical issue resolution can be slow Over communication is often necessary when explaining an issue (beyond the norm) Hardware and warranty issues have been difficult to resolve,7,6,6,We have the platform fully adopted across our corporate location, at a distribution facility, and in the works to adopt the platform in another offsite location. As an administrator of our Fuze system, it is far easier to support a single phone system across the board rather than having multiple device types, PBX's and use-cases.,Skype for BusinessFuze Your Team Together With An Excellent Communication SoftwareFuze is being used as a cost-effective video conference solution within my company. Although we on occasion use it to communicate between offices, we primarily deploy it to remote locations with a laptop to connect our clients with their witnesses for examinations.,Fuze is easy to navigate and use, with an intuitive design that allows for new users to understand how to connect to a meeting and control what is happening. Fuze is available on all common platforms, meaning a user can choose to download an app, or simply use it as a plugin to their favorite browser. Quality of Audio and Video is very impressive, and the overall bandwidth needed for a meeting is relatively low compared to other solutions in the market.,Because this program isn't particularly robust, a benefit for the user as it doesn't hog your device's resources, you can sometimes feel it struggle to provide a crystal clear image. It's a trade-off, but one that is fairly visible. The name. Sometimes when I mention Fuze to a client they assume its another company that has a similar name. They often go to the wrong site (if they're not following the link in the email) or will call back asking why a payment company is going to connect their meeting. There is some ground to cover on recognizability. Sometimes when offering Fuze, a client might ask "What about (other more recognizable solution)?" and list off names before they agree to test the software.,8,10,8,Scheduling voice conferences are exceptionally easy to do and my team uses this feature to hold briefings and catch up meetings as we have quite a few employees in different offices. Switching to video is easy to do and being able to share your screen helps from time to time. It has become our go-to for communicating within the office. Some of the challenges we have faced are having some users get confused about which program we are using for what meeting. Most people seem to default to a more recognizable software despite clarification in emails. Basically, we sometimes have individuals attempting to join the meeting through a different software, getting frustrated with the incompatibility and demanding we switch platforms. We hear a lot of "Just use xxxxxx!" There is value in name recognition and that value is trust.,Zoom,Lifesize Video Conferencing, Skype for Business, GoToMeetingFuze Review from Manager's PerspectiveThe whole organization uses it. It's the lifeblood of your company. It helps make it possible to place and receive calls, but it does so much more than that. It’s a tool for communicating, building relationships, serving customers, and improving productivity.,Fuze has simplified our management of our phone system and agents with all data in one location. Fuze has created prefabricated analytics for reports.,In the beginning we had a hard time getting the proper support when things weren't working. Our cases were not taken seriously and it took days to get things resolved. There are no summary pages for the call flows or menu flows to show a big picture view of the data.,7,2,5,For the most part they adapted well enough. The parts that were still struggling with are the reports are sometimes wrong data. We have never been able to get the barge option on the TCC to work for us.We love Fuze!Fuze is used amongst our entire organization. It allows our employees to record their calls easily so that they can always go back and reference them for information that may have been forgotten. It enables us to set up virtual meetings by one click of a button and it also syncs up very nicely with Salesforce so that we can click to dial as opposed to typing in someone's phone number. All in all, it allows for a easier, faster and more effective way to contact people.,Click-To- Call. This is a direct integration with Salesforce that allows you to click the Fuze icon and it will automatically dial for you. This is especially useful for our Sales reps who need to have a high amount of calls to make throughout the day. Allows us to move much faster than normal Call recordings- all calls that happen within Fuze are recorded and can be easily found on their portal. By one lick, you can download the call and then relisten to it or save it. This is a great feature for call coaching opportunities and also for people to re-listen to their calls to make sure they got all the relevant information Ease of use. Fuze is a very intuitive tool that does not require a lot of training to use. Once you download the application it is extremely easy to set up and get going. It has a very modern look and feel and is well organized.,Fuze does not let you mark mass calls as complete. So every time I open the app I usually get a bunch of notifications of missed calls or voicemails and I have to click on each one in order for them to go away. It would be nice if I could mass select all the ones From a functionality standpoint sometimes the call quality has been poor. I have heard only multiple occasions from prospects that the connection sounds statically or there is significant amount of feedback occurring. This is usually resolved after hanging up and calling back but that is not the best experience for both parties involved.,8,9,10,Adoption has been handled extremely well. We use Fuze for everything from a communication standpoint. By having one consistent platform it eliminates all possibility of confusion and ensures that all employees are all following the same procedures for setting up calls and virtual meetings. It enables managers to find all relevant information for their team members in one location and not have to try and pull from a variety of different systems. It makes for a seamless and consistent experience.,GoToMeeting,Slack, ClearSlide, LinkedIn Sales Navigator,100,2,Sales calls- Fuze it used hundreds of times a day to make calls, log them and track. Scheduling and creating new meetings- the tool really easily enables you to schedule meetings with prospects or current clients C Call recordings- we are able to pull all call recordings and use them as coaching and feedback sessions for our employees. Allows our audience to learn quicker and apply best practices,Call shadowing- Fuze enables multiple people to listen into a call to provide live feedback to our sales reps Volume tracking- we can see how many calls are being made by our reps and their outcomes. Whether or not they are setting meetings and appropriate next steps. Salesforce integration- we have enabled one click calling to allow our reps to make a lot of calls quickly and easily!,Sales competition- based on call volume and meetings set we can provide our reps the opportunity to win a contest and incentivize them to work harder Pitch competition- take call recordings and vote on the best ones and also use them as an opportunity to teach our reps and fine tune our messaging,10Fuze = More quality callsFuze is primarily used by our sales team to streamline our pipeline generation. As a salesperson, staying organized with accounts and individual contacts is crucial. What's just as important is being able to quickly and easily call those folks whom we're targeting. Fuze's click-to-dial allows us to call someone in an instant and save time from having to manually dial.,Saved call recordings allows you to fine-tune your craft or review things you might have missed Integrations allow you to click on any number and call someone, no matter the website or interface Drop down call result features allow you to document how a specific call went so you can properly track,Inability to transfer ownership or search other numbers recordings. Sometimes I'll take calls in different rooms and I'm unable to pull those calls. Issues with audio quality. Quality of support - took me over 24 hours to get in touch with a rep for a specific question.,8,7,10,Adoption: Through our first year of using fuze, it has been very well received. Our sales team really leverages the call recording feature as a way to fine-tune messaging and improve day to day. For those who work remote, we no longer have to worry about going over certain data/roaming fees and can just focus on providing a great customer experience. Finally, our sales development reps have been able to go from making an average of 50 calls per day to over 100+ calls a day with the click-to-dial feature. Great results!,HubSpot, ZendeskA Fuze ExperienceFuze is mainly used in our call center. It is being utilized to connect to the patients for scheduling visits, following up with and checking on the status of a patient.,Provides us with clear phone calls to hear the members with no interruptions. Fuze Support team is very helpful and quick to resolve issues.,More options for notifications. Being able to change the size of the pop-up window or changing the location of the notification window.,9,10,10,I wasn't here for the launch of fuze, but from what I heard, not a lot of folks dealt with change well. At first, the colleagues were upset to move on from the previous application they were using because they thought it would be difficult to learn and use. After getting use to the functionality on fuze colleagues realized it was a helpful platform. They have enjoyed the clear audio when connecting to the patients they talk to on a daily basis.,Skype,Skype, Skype for Business,200,3,Making phone calls to patients Instant messaging to colleagues Personalization by adding avatars to fuze and putting a face to a name,Having a smaller call box pop up to allow the colleagues to use more of their screen Settings that allow the colleague more customization Changes to codec allowing for better quality of phone calls on a lower bandwidth,Conference calls Meetings over fuze Video Calls,9
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Fuze
117 Ratings
Score 7.7 out of 101
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Fuze Reviews

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Fuze
117 Ratings
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Score 7.7 out of 101

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April 25, 2019

Multiple Remote Locations - Fuze Voice Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

Support

4
Contacting Fuze for support is difficult to do - both via their community site and as a logged in customer. This area needs to be streamlined along with documentation availability.

Recent updates have greatly improved notifications from developers and allow for updates to be anticipated.
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February 27, 2019

Fuze Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

10
The support team has been fantastic in helping me resolve issues I've had so far with the product. Overall the product has been wonderful.
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Jigar Patel profile photo
October 17, 2018

Fuze Best audio/video conferencing tool on the market!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

9
In the case of support, they have come a long way I'd say. The support wasn't the best at first. It was fairly average. But they have improved a lot over time that we've been using Fuze. I think as the company has grown in size and customer base, so has the support, which is opposite to other companies whose support degrades when they grow. But Fuze has consistently improved support.
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Kainer Yu profile photo
October 08, 2018

Good product, but not good service.

Score 7 out of 10
Vetted Review
Verified User
Review Source

Support

2
I would like to say that Fuze technical support is very unreliable. Whenever I come into contact with them, they are not able to give me proper solutions to my technical issues. Whenever we've had a critical case that has a heavy impact on our employees, I'm not able to count on them to help us in that situation. It is much quicker for myself and my team to resolve the issues of a product that is not even our own.
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D. SKye Hodges profile photo
August 28, 2018

Look no further, Fuze has the features and the price you are looking for!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

10
Fuze support has been evolving, we were first able to reach an engineer that could solve the problem immediately, but that sometimes resulted in long hold times. Now they have all calls go to a group where they get answered almost immediately, that team opens the support ticket and most times tries to connect you with a live support engineer. I look forward to them continuing to evolve.
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December 12, 2018

Overall Impressions of Fuze

Score 6 out of 10
Vetted Review
Verified User
Review Source

Support

3
Slow response to ticket submissions, Support often needed prodding to get answers sometimes needing to talk to higher level. Some features just require contacting support which causes additional delays and frustration. Answers from support are mismatched. One CSR will give a working solution while another would say it's not possible.
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Anthony Darden profile photo
June 21, 2018

Fuze innovation and customer dedication drives their success

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

9
We subscribe to a higher level of support, which provides us a dedicated person who can bring teams together behind the scenes to tackle any issue we have or answer any question. It's been very effective for us and provides a level of service that is unmatched by the bigger bells.
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Nick Cooper profile photo
April 20, 2018

Reduze PBX/VOIP Management Headaches - Chuze Fuze

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

10
Fuze support has been great each time I've called and very responsive. Their network engineers are knowledgeable in the product. We've also been able to get things to work on our own with some help and they have gone the extra mile to help us with some challenging business call-flows.
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David Raucher profile photo
July 18, 2018

Fuze

Score 9 out of 10
Vetted Review
Reseller
Review Source

Support

8
Fuze support is solid, outages are treated seriously and we get good responses. Less critical tickets are sometimes too slow to get a response
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May 03, 2018

Fuze AOK

Score 7 out of 10
Vetted Review
Verified User
Review Source

Support

5
Only certain people at my company get support from Fuze. That can make getting support difficult.
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May 04, 2018

Mixed results

Score 5 out of 10
Vetted Review
Verified User
Review Source

Support

6
Their support is good as long as you have their premier support channels. without a dedicated TAM their support channels struggle. Access to their product owner and platform engineers is available but follow up on requests and\or changes is very low.
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March 30, 2018

Fuze!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

8
Quick support, not always directly understanding, but they try to solve problems as good as possible.
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James Leibforth profile photo
November 13, 2017

Honest Fuze Review (from a Systems Admin)

Score 7 out of 10
Vetted Review
Verified User
Review Source

Support

6
We have had great experiences with Fuze support, but often do not have very good experiences with the lower level support staff. Commonsense scenarios and issues have evolved into larger issues at the first level, but once we are escalated to a higher level Fuze engineer, those types of issues immediately disappear.
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Brontis Shane Orengo profile photo
November 03, 2017

Fuze Your Team Together With An Excellent Communication Software

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

10
The Fuze support team are actually quite helpful. They hold periodic seminars and offer information for IT personnel to learn more about, and get familiar with, the product. Their support has made the team much more proficient with the software which has allowed us to more adequately support our clients.
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January 12, 2018

We love Fuze!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

9
Their support team has always been willing to set up time to talk if there are any issues occuring with the system. In addition, they provide a lot of information around frequently asked questions and user guides within their online portal. It is really easy to find the information that we need in order to be successful when using their product.
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December 12, 2017

Fuze = More quality calls

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

7
Other colleagues of mine have found Fuze's support staff to be very responsive and helpful. My experience wasn't quite the same, as I had to wait over 24 hours to receive a reply from a customer service rep for something that I needed to have rectified within 4-8 hours. The explanation was that they received my support ticket during off hours.
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January 09, 2018

A Fuze Experience

Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

10
I give fuze a 10, because I have overall enjoyed the use of fuze in the year I have used it. The direct/instant messaging has been very helpful with connecting to colleagues and assisting them with computer issues when remote, voice meetings are simple to connect to and the audio is always crystal clear, and the support staff is always quick and knowledgeable when helping with issues that arise.
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Feature Scorecard Summary

Hosted PBX (48)
7.8
Multi-level Interactive Voice Response (IVR) (44)
6.8
User templates (35)
6.0
Call reports (53)
6.9
Directory of employee names (61)
7.4
Answering rules (56)
7.4
Call recording (53)
7.1
Call park (41)
7.3
Message alerts (54)
7.3
Video conferencing (46)
7.0
Audio conferencing (51)
7.8
Mobile app for iOS (53)
7.7
Mobile app for Android (43)
7.7

About 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
Has featureHosted PBX
Has featureMulti-level Interactive Voice Response (IVR)
Has featureUser templates
Has featureCall reports
Has featureDirectory of employee names
Call Management Features
Has featureAnswering rules
Has featureCall recording
Has featureCall park
Does not have featureCall screening
Has featureMessage alerts
VoIP system collaboration Features
Has featureVideo conferencing
Has featureAudio conferencing
Does not have featureVideo screen sharing
Does not have featureInstant messaging
Mobile apps Features
Has featureMobile app for iOS
Has featureMobile app for Android

Fuze Videos (2)

Fuze Downloadables

Fuze Integrations

Salesforce Service Cloud, Zendesk, Microsoft Office 365, ServiceNow, NetSuite, Zoho CRM, SugarCRM, Bullhorn CRM (unpublished), Skype for Business (formerly Lync), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

Fuze Competitors

RingCentral, 8x8 Virtual Office, Mitel MiCollab, Dialpad, Slack, Avaya, Microsoft Skype For Business, Cisco, MiCloud Connect (formerly ShoreTel)

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Fuze Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
8%
Mid-Size Companies (51-500 employees)
27%
Enterprises (> 500 employees)
65%

Fuze Support Options

 Paid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase
Video Tutorials / Webinar

Fuze Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Mobile Web
Supported Countries:Global - NA, EMEA, APAC
Supported Languages: Spanish, French, German