TrustRadius
Fuze Review 26 of 49
User Review: "A Fuze Experience"
https://www.trustradius.com/voipFuzeUnspecified7.288101
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Updated January 09, 2018

User Review: "A Fuze Experience"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Messaging

Overall Satisfaction with Fuze

I give fuze a 10, because I have overall enjoyed the use of fuze in the year I have used it. The direct/instant messaging has been very helpful with connecting to colleagues and assisting them with computer issues when remote, voice meetings are simple to connect to and the audio is always crystal clear, and the support staff is always quick and knowledgeable when helping with issues that arise.
I wasn't with the company for the actual launch, but anytime sometime new comes up, I have found that there is an adequate amount of support from the Fuze support staff. They have been very helpful with keeping me up to date with anything that needs to be implemented in the future.
Fuze is mainly used in our call center. It is being utilized to connect to the patients for scheduling visits, following up with and checking on the status of a patient.
  • Provides us with clear phone calls to hear the members with no interruptions.
  • Fuze Support team is very helpful and quick to resolve issues.
  • More options for notifications. Being able to change the size of the pop-up window or changing the location of the notification window.
I wasn't here for the launch of fuze, but from what I heard, not a lot of folks dealt with change well. At first, the colleagues were upset to move on from the previous application they were using because they thought it would be difficult to learn and use. After getting use to the functionality on fuze colleagues realized it was a helpful platform. They have enjoyed the clear audio when connecting to the patients they talk to on a daily basis.
I feel there are a lot of similarities between the two products, like being able to download the app to your phone, making phone calls, and video conferencing. One area I feel fuze stacks up better against something like Skype is the audio quality. The audio quality through fuze has seemed more clear and not skippy or laggy as I have had with some of my experiences through Skype.
Fuze has been very helpful for placing phone calls and being able to avoid things like dropped calls and static on the line. Also on the support end, Fuze has a very helpful support staff that is very active and quick to resolve issues. Personally the staff that I have interacted with were very thorough and very good with keeping you up to date.

Fuze Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
10
Answering rules
Not Rated
Call recording
Not Rated
Call park
Not Rated
Message alerts
Not Rated
Video conferencing
Not Rated
Audio conferencing
10
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated

Using Fuze

Users and Roles

200 - Making phone calls and sending information over instant messages to each other

Support Headcount Required

3 - A lot of the time it can be reset by simply resetting the cache, which can be done all the way down to the agent level. Other times a ticket may need to be submitted to fuze and worked on by one of their engineers.

Business Processes Supported

  • Making phone calls to patients
  • Instant messaging to colleagues
  • Personalization by adding avatars to fuze and putting a face to a name

Innovative Uses

  • Having a smaller call box pop up to allow the colleagues to use more of their screen
  • Settings that allow the colleague more customization
  • Changes to codec allowing for better quality of phone calls on a lower bandwidth

Future Planned Uses

  • Conference calls
  • Meetings over fuze
  • Video Calls

Likelihood to Renew

9
The fuze team is always updating the fuze program to give their customers a better experience