Item: Fuze
Rating: 5
Author: Verified User

Overall Satisfaction with Fuze

Support Rating

Their support is good as long as you have their premier support channels. without a dedicated TAM their support channels struggle. Access to their product owner and platform engineers is available but follow up on requests and\or changes is very low.

Implementation Rating

They were able to onboard our teams quickly when we first started. Number ported was handled by their team for us, but we did not roll all features on day one so this was simple user provisioning.

Use Cases and Deployment Scope

We use Fuze as our primary phone system. Primarily focused on inbound\outbound calls and contact center.

Pros and Cons

Pros

Ease of use for app., laptop and mobile
User and Admin portal

Cons

SSO integration and manual process for user provisioning
The analytics panel is still very much a build in process, not a complete solution
Limited contact center configuration
Limited API acces
live platform monitoring is stil being built for admin use

Alternatives Considered

Zoom, Dialpad, RingCentral, 8x8 and NICE inContact CXone

We find none of these solutions give us end to end direct dialling, contact center and collaboration.

Other Software Used

Zoom, Microsoft Office 365

Likelihood to Recommend

Fuze is structured well for agents to make and receive calls from an office or mobile device. Anything more complicated than that is a struggle (contact center, integration with CRM, analytics for ex).

Fuze Feature Ratings

Comments

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Mixed results

Modules Used