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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

View all pricing

US Outbound

$0.02

Cloud
Per Minute

Fuze Meetings

$15

Cloud
Per User/Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.fuze.com/fuze-plans

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $15 per month
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Product Demos

Fuze YOUnified Communications HD

YouTube

New Sansa Fuze Demo

YouTube

HTC Fuze Invisible Shield Application Demo (part 1)

YouTube

Demo of World War 2 No 36 Mills bomb training grenade (Safe and Inert !) & genuine inert DRILL fuze!

YouTube

Fuze Desktop Demo Video 4.8 Final

YouTube

Demo - Liquid Nails Fuze*it All Surface

YouTube
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Features

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

5.8
Avg 8.2

Call Management

Customized phone system settings

6.8
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

7.4
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

(76-88 of 88)
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Score 1 out of 10
Vetted Review
Verified User
Incentivized
It is TERRIBLE. Good Lord! I cannot describe in words how bad it is. Their 'Technicians' make problems worse. It's gotten so bad that I have to reference old tickets and tell them to follow exactly what their colleague did. Somehow they will still cause more problems. Then in two to four weeks, you might get your problem resolved after talking to 3 or 4 people.....
October 26, 2017

Not helpful

Score 1 out of 10
Vetted Review
Verified User
Incentivized
The lack of support is the weakest area of this business and the main reason I wouldn't recommend it to anyone.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
I can answer this question with a recent experience in mind, so I am fresh with feedback that is unfortunately a poor rating for Fuze. Overall, I have received some support, but it is frequently slow response time, not fully comprehensive, and not all technicians know how to answer questions about their own product.

I will explain the experience below:
I called in on a Wednesday afternoon, had to sit through a hold period, then was asked a lot of questions (name, email, phone number, type of issue in detail), after which I was told someone would get back to me with a ticket number and reply to my issue. After discussing further, we escalated the ticket number to a P4, which requires quick attention of 2-12 hours (instead of 48 hours). After 20 hours go by unanswered, I decided to call Fuze again, and the same support person answered the phone, but denied that my ticket was a P4, and that was why I never got a response. I finally did get a response to one of my two questions. My second question was not answered. I emailed back and after some email tag, Fuze called me (at this point, a full 26 hours after my initial call for support.).

I wish I was kidding when I say that I spent 1 hour 45 minutes on the phone with Fuze support!~ That is not good at all. First I had to re-explain my question, which was more about finding which features of the Fuze meeting online would best meet our needs for an upcoming webinar. The problem is two-fold. First, you have different labels and different interfaces between your computer application of Fuze, and your in-browser Fuze client. You should not have differences between the functionalities or the wording of your products. One says "Open, Private, Large meetings" The other says "webinars". The UX/UI is horrible on the drop-down menu of the "Meetings button. It is not intuitive that "Meeting List" is clickable and expands if it is grayed out text. Just take a look at the colorings of your text as it makes a big difference to intuitively understand if something is clickable or not. If I have missed calls, I should be able to do a one-click "mark all as read" so that I don't have red notifications every time I open this on my phone or in the app. Furthermore, please make a developer change that "Chat" function on a meeting can be turned on or off. Sometimes it is not something we want or need and should be an option available but not permanently on by default.

Secondly, Your Fuze support staff should know your product inside and out. Why did we spend ONE HOUR 45 minutes on the phone together? Because your support person did not directly know that there are different functionalities between the Open and Large Meetings, that it also appears different when you use Chrome vs Firefox vs the Computer application. We spent all of that time creating sample meetings and testing them on different browsers and permissions. Did you also know that an attendee can be promoted to presenter but cannot share their screen (what is the point of having a "presenter" status then?!) These functionalities and features should be presented in a more simple way when I choose how I want my webinar to perform. A simple On/Off switch for all of them (especially chat-for-all, vs private chat) would be fine without confusing us with "Open/Large/Webinar" jargon. The fact that the support technician and I had to define all of this was absurd!

On the plus side, everyone I have spoken to with Fuze is very professional. I have spoken with Dez, Jesse, Atul, and Sando in the past 2 months, and they are all good listeners and understand my issues. But it is not enough. If there are features that your users (your customers!) are having problems with, then escalate it to remedy with your designers and coding to make these functions easier! Please!
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Support is the worst part of the entire fuze product. It is lacking in many ways. They are slow to respond and there is also a major lack of knowledge and communication. There is no amount of words I can use to express my frustration with how terrible the support is from fuze.
August 04, 2017

Fuze UCaaS Review

Jason Montville | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fuze pre-sales support from our sales rep and the regional sales manager was A+ / 100% and a large part of our choice to select them as our winning vendor in the RFP. Post sales / implementation support has been really good, but occasionally suffers from a feeling of being rushed. We have never failed to get their support folks to help us with what we required at any point, but sometimes have had a struggle to get them to understand our particular needs in some specific situations.
August 03, 2017

Fuze, it works

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's a great product, not perfect but still pretty good. Way better than other VoIP applications I used and have supported in the past.
Joseph Gusmeri | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I had mentioned this earlier. We really have to stay on top of the support organization to get things done in a timely manner. We can go days without hearing anything back and sometimes we get responses to our issues after business hours when there is nobody able to assist.
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