Fuze innovation and customer dedication drives their success
Anthony Darden | TrustRadius Reviewer
Updated June 21, 2018

Fuze innovation and customer dedication drives their success

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Video
  • Messaging
  • Contact Center

Overall Satisfaction with Fuze

We subscribe to a higher level of support, which provides us a dedicated person who can bring teams together behind the scenes to tackle any issue we have or answer any question. It's been very effective for us and provides a level of service that is unmatched by the bigger bells.
They dedicate a project team to implementations and are very effective at getting the job done on time and on budget. They manage the cutover process with the utility companies and losing carrier and make it as pain-free as possible.
Fuze is our telecommunications platform - we use it for voice, call center, instant messaging and teleconferencing throughout the organization. Due to its cloud architecture and intelligent design, it addresses our business continuity concerns with circuit outages automatically failing over to our Internet circuit in the event the primary Fuze circuit goes down. This automated failover has been proven across several of our locations and it doesn't drop active calls or disrupt the user experience during that time.
  • Unified platform - desk phone, soft phone (computer) and mobile are all connected as one account for the user, providing a seamless and simplistic experience
  • Business continuity - automatic failover to other circuits in your organization in the event the primary goes down. The mobile client acts as a 3rd layer backup, utilizing cell towers for service. Their investment on ensuring uptime has been a great benefit to Caplugs.
  • Reporting - their assortment of canned reports are useful and highly visual, but the real power lies in their Fuze Data platform, providing companies detailed call data to report on as they wish.
  • Network stability for instant messaging and video. While voice has performed at the high level we would expect, any minor disruption in the connection will disrupt IM and video. I would like to see greater tolerance for common network speed bumps.
  • Expanded functionality for the preferred device and Fuze Desktop connection. For example, I would like to be able to transfer a call from my Fuze desktop to the preferred device and listen to voicemails on the preferred device via the Fuze desktop.
  • List management within Fuze desktop. We have recent calls and favorites today, but I would like the user to be able to create separate lists for quick and easy access, similar to the legacy Thinking Communicator.
As a call center, voice platform and teleconferencing solution, Fuze has been a great solution adopted by all users within the organization. From a business continuity standpoint and ability for automatic failover to other circuits within the company, my IT department couldn't be happier. From a user standpoint, providing choice has strengthened the adoption rate (Desk phone, mobile and computer) and the quality of reporting and how its presented demonstrates the Fuze commitment to quality.

There are still improvements needed for the Fuze Desktop, specifically how it works with the preferred device (i.e. transfer calls to it, listen to voicemails on it via the Fuze desktop), but Fuze is actively working on that and what I have learned over the years is that they are committed to being the best and take customer feedback seriously.
Fuze won on reporting flexibility and disaster recovery and business continuity features. For reporting, they provide granularity that I haven't seen on other platforms and data for us to create our own. Their base reports are highly visual and boardroom ready. For disaster recovery and business continuity, they provide the ability to automatically failover to another circuit without calls dropping or interrupting the user experience and their mobile client provides another layer should all physical circuits be down.

Fuze still has work to do with the desktop and how it communicates with the preferred device, and this is where ShoreTel and RingCentral have the upper hand, but we have already seen improvements and they are dedicated to matching this functionality. Said another way, Fuze listens to their customers and acts in a timely manner. Updates and improvements are implemented throughout the year and during my 3 years with Fuze, I have seen these updates at least once per quarter and they almost always include features and improvements from customer requests.
Fuze is well suited for collaboration and providing users with choice - if you wish to use a desk phone, cell phone or computer for your telecommunication and collaboration needs, those options exist and all provide a similar experience for the user.

Gaining a foothold in Asia-Pac has been a struggle for Fuze - while there are plans for improvement in the future, I would consider other options for that type of communication.

Fuze Feature Ratings

Hosted PBX
User templates
Not Rated
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS
Mobile app for Android