Updated May 07, 2019
Score 7 out of 10
- Contact Center
Overall Satisfaction with Fuze
Support team is good. However, I prefer my tech to be in North America so when they leave me an email we're on the same time zone. I wish reporting had better definitions, so user could understand. The documents needs to have more PDF so we don't have to copy and paste user guides.
Several thing went wrong doing the implementation. I think is was our account manager. The call center wasn't receiving calls, some lines didn't get ported. Their were other issues to point out, but eventually things got straightened out. We had a dedicated support person doing implementation which is very important.
We are using mostly Fuze Desktop and a few Polycom for conference rooms. Fuze is used across the organization. Fuze address not having servers on site and the maintenance upkeep. Fuze Desktop allows the users to be moblie anywhere.
- They welcome any suggestions.
- Support team will assist you till the end.
- Fuze Desktop pretty simple to use.
- They also send Fuze outage notifications. This help you be aware of what's going on in Fuze.
- Following through on suggested ideas about making the product a better product.
- Call center features could use some improving. Particular allowing supervisor to add and remove there agents.
- Better analytics
Well as you probably know, most people don't like change. However, I would say it's been about 50/50 with the organization. As Fuze upgrades their product, more users will adapt. User are able to see present status of the each other. Also Fuze voice allows you to be mobile and can assure you will experience the same services.
We also looked at Ring Central. The implementation team and what Fuze had to offer. We researched Thinking Phones/Fuze and they appeared to have the best fix for our needs. We meeting with Fuze and the Sales team the personality and knowing there product was important to us. Also, they was will to negotiation on different items.
Fuze has a pretty stable platform. The software is bright and colorful. It's user friendly. However, the size of the Fuze Desktop can only be minimized to certain point. User would love to make it smaller. Also, to many pop window when a call comes in. Also, the call center would love to make it smaller in the corner of there computer and make it stay on top. Voicemail also needs some one. The prompts can be confusing.