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Fuze Review 37 of 49
Review: "Fuze a complete Unified Communication system."
https://www.trustradius.com/voipFuzeUnspecified7.288101
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October 24, 2017

Review: "Fuze a complete Unified Communication system."

Score 9 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Video, Messaging, Collaboration, Contact Center

Overall Satisfaction with Fuze

The Support team has been expanded and tickets are worked within a reasonable time frame most of the time.
Project team for managing the implementation for our many offices and stores have been great to work with.
It is being used across all of the company location and the Fuze system is our Rockport UC system for all features for all locations across the globe.
  • VOIP for PC, Mobile, Desk phone
  • Web conferences
  • Video Confernces
  • IM via the Fuze Desktop or Mobile app
  • Contact Center queue and reporting
  • Call quality has issues sometimes. May be our network or theirs.
  • Self management tools for removing accounts like the tools we have for adding services. Still being improved.
  • Not all of the Fuze system are keeping the contacts in sync all of the time. Still being improved.
  • Billing issues not combining services to the same user but listed the same person twice in different sections of an invoice. Still being improved.
  • Support team is growing to handle volume as company grows but experience takes time. Still being improved.
It has been adopted by all as it is the only phone system, however the staff ability to attend training and learn the best way to use the same is still an issue at Rockport.
We used Skype before and it was fine for VOIP call from laptops only. IM was also fine with this tool but no support for Web or Video conferences.
Fuze is a good solution for anyone looking to have one solution support VOIP, Collaboration, Video Conferences, IM.

Fuze Feature Ratings

Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
9
User templates
9
Call reports
9
Directory of employee names
9
Answering rules
9
Call recording
9
Message alerts
9
Video conferencing
9
Audio conferencing
9
Mobile app for iOS
9
Mobile app for Android
9

Using Fuze

Users and Roles

780 - All function within Rockport.

Support Headcount Required

2 - IT skill sets for user support and application support. Telephone support skill as admin in tools

Business Processes Supported

  • VOIP
  • Web Confernce
  • IM
  • Video Confernce

Innovative Uses

  • As expected for all tools in product.

Future Planned Uses

  • Unknown at this time maybe lowering the need to travel to locations less with the video conf features
  • Working from home or remote with the ability to answer calls to office phone.

Likelihood to Renew

9

Evaluating Fuze and Competitors

Products Replaced

Yes - Web Ex, PGI conference bridge, Skype, Avaya PBX and phones Non VOIP. Analog phones is stores

Key Differentiators

  • Price
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
  • Analyst Reports
Product was the most important followed by costs.

Evaluation Lessons Learned

No change in method of evaluation. I would like to have done a Pilot before rollout.

Return on Investment

  • The ROI is positive with the lowering of phone line costs in Retail stores a great deal.
  • Totally hosted solution not requiring an IT resources on site to manage a local PBX

Fuze Implementation

Implementation Details / Implementation Partner

  • vendor

Implementation Phases

Yes - Each location was a separate implementation on different time frames due to office moving from old parent company

Change Management Lessons

Change management was a big part of the implementation and was well-handled

Implementation Issues

  • Dates had to move as offices were not always ready on time.
  • Getting equipment in certain countries and working with customs.

Fuze Support

Fuze Customer Support Pros and Cons

ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Support understands my problem
Support cares about my success
None

Bug Resolution

Yes - Sometimes but not always depending on the bug

Exceptional Examples of Fuze Support

During the implementation of the HQ which was a very tight time line to be complete within the office move to a new location.

Using Fuze

Usability

9
I have found it easy to use once you understand the interfaces.

Usability Pros and Cons

ProsCons
Like to use
Easy to use
Well integrated
Convenient
Feel confident using
Lots to learn

Easy Tasks

  • Making and taking phone calls on desk phone or Desktop app as well as Mobile app
  • IM

Difficult Tasks

  • Web Confernce or Video Conference is less intuitive then WEB EX, but works the same after some time using it.

Mobile Interface Availability and Impressions

Yes - Mobile app on IOS and Android phones