Item: Fuze
Rating: 1
Author: Verified User

Support Rating

The lack of support is the weakest area of this business and the main reason I wouldn't recommend it to anyone.

Implementation Rating

No helpful support. We were mostly in the dark.

Use Cases and Deployment Scope

Fuze is being used in our call center (Thinking Communicater) with partners InContact. We also use Uptivity for our quality assurance software.

Pros and Cons

I can't think of anything it does well. We have been having nothing but issues with it since implementation.

The main thing we have had issues with is the tech support (or lack thereof). We never get any solid help; they say they will reach out to us but rarely do, when our phones are down there is no urgency to help. I understand that minor issues are expected with any phone system but the lack of support is outstanding and frustrating.

Other Software Used

Uptivity, InContact Cloud Contact Center Software, Zendesk

The lack of helpful tech support has given me no desire to ever recommend this. Only certain people are able to contact them (which is not helpful in a centre like ours), they never have an understanding of what's going on; there is no urgency to help when our phones are down which negatively affects our business. The phone also has a huge lag on it that causes escalations with customers and Fuze has just given up trying to help figure out why this happening.

Not helpful

Modules Used

Overall Satisfaction with Fuze

Support Rating

Implementation Rating

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Other Software Used

Likelihood to Recommend

Fuze Feature Ratings