1. Home
  2. VoIP Providers
  3. Fuze Reviews
  4. User Review of Fuze
Fuze - Evolution of a UCassS Product
Updated January 15, 2018

Fuze - Evolution of a UCassS Product

Jeffrey White | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

Support process is not yet mature compared to vendors of similar services.
Fuze has not provided a project management template that is usable from the client perspective.
Fuze 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.
Similar capabilities, somewhat lower cost
They are well suited as a provider of general phone services (e.g. virtual PBX). Their call center technologies are somewhat basic and need more functionality (e.g. automated after call surveys for callers).

Fuze Feature Ratings

7.4
Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
7
User templates
6
Call reports
6
Directory of employee names
9
7.3
Answering rules
8
Call recording
10
Call park
3
Message alerts
8
9.0
Video conferencing
9
Audio conferencing
9
8.0
Mobile app for iOS
8
Mobile app for Android
8

Using Fuze

520 - We use Fuze for basic telephone services and call centers. The Fuze Collaboration features were considered, however we already have Microsoft products with similar features.
2 - A system analyst or system admin can easily support Fuze.
  • 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.
We have had some challenges with support from Fuze for some of the call center monitoring technologies. Improvements are being made, however there is a degree of disappointment.