TrustRadius
Honest Feedback
https://www.trustradius.com/voipFuzeUnspecified7.7122101
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Updated January 08, 2018

Honest Feedback

Score 5 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Video, Messaging

Overall Satisfaction with Fuze

Amanda J is amazing. She has great response rate and very supportive.
Very poor roll out, no support but Fuze was very new. I think after a year of having fuze the implementation and support in place now would make it seamless and successful.
This is our telephonic platform we use to OB/IB all care center calls and is partnered with InContact. We use this also use this for our messaging communication with care center teammates along with field providers. This helps fix the gap with Field and HQ/Care center communication. The phone app was used heavily.
  • The phone application was great and still is great! Best communication tool I seen.
  • Great about updating status of the individual.
  • Constant updates.
  • Quality is impacted directly if connection is poor.
  • Tends to freeze/timeout everyday during certain times of the day.
We have struggled from not using soft phones the entire life of the company. Transition was tough but upselling the capabilities speak for themselves.

InContact - Cosmocom....IC is top notch, ticket and help is amazing. Fuze has some work to do to be considered on that level.

Fuze does beat out Cosmocom for sure.

Phone app is amazing, great for organization with field providers. Great for communication within the call center.

Reporting and auditing fell short. Feel like there is so much opportunity that can be done on the reporting aspect that would bring fuze to the top and compete with other telephonic and messaging carriers.

Fuze Feature Ratings

Hosted PBX
3
Multi-level Interactive Voice Response (IVR)
4
User templates
4
Call reports
1
Directory of employee names
2
Answering rules
1
Call recording
2
Call park
3
Message alerts
2
Video conferencing
2
Audio conferencing
2
Mobile app for iOS
9
Mobile app for Android
8

Using Fuze

200 - Care center - they use this for messaging and telephonic use. This is the call center using this for both Inbound and OB, putting calls on hold.

Another function they use this for is messaging. Fuze allows you to message on call providers that have fuzed installed on there cell hone and using the app.
3 - IT background, able to resolve quickly and not panic since its live patients.
able to resolve complex issues on the fly
  • Messaging - functionality of using chat function with colleagues in call center and remotely. Creating groups so all can see and communicate efficiently.
  • Phone - using fuze as your soft headset, able to call transfer and make live call with a many parties as you want
  • Picture for your fuze account - using fuze you can setup your profile with a jpeg and status. this helps build rapport putting face to a name and knowing what status the colleague or teammate is in before you perform an action.
  • Use fuze injunction with InContact - using as a softphone with IC layers on top can create some very new and useful tools to create the perfect customer experience.
support is good
innovation is very slow and promises are no kept
can do better in supporting its customers
Better UI can be applied
Phone functionality can be upgraded