Fuze a complete Unified Communication system.
Anonymous | TrustRadius Reviewer
October 24, 2017

Fuze a complete Unified Communication system.

Score 9 out of 10
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
Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS
Mobile app for Android

Using Fuze

780 - All function within Rockport.
2 - IT skill sets for user support and application support. Telephone support skill as admin in tools
  • VOIP
  • Web Confernce
  • IM
  • Video Confernce
  • As expected for all tools in product.
  • 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.

Evaluating Fuze and Competitors

Yes - Web Ex, PGI conference bridge, Skype, Avaya PBX and phones Non VOIP. Analog phones is stores
  • Price
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
  • Analyst Reports
Product was the most important followed by costs.
No change in method of evaluation. I would like to have done a Pilot before rollout.
  • 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

Yes - Each location was a separate implementation on different time frames due to office moving from old parent company
Change management was a big part of the implementation and was well-handled
  • Dates had to move as offices were not always ready on time.
  • Getting equipment in certain countries and working with customs.

Fuze Support

Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Support understands my problem
Support cares about my success
Yes - Sometimes but not always depending on the bug
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

I have found it easy to use once you understand the interfaces.
Like to use
Easy to use
Well integrated
Feel confident using
Lots to learn
  • Making and taking phone calls on desk phone or Desktop app as well as Mobile app
  • IM
  • Web Confernce or Video Conference is less intuitive then WEB EX, but works the same after some time using it.
Yes - Mobile app on IOS and Android phones