1. Home
  2. VoIP Providers
  3. Fuze Reviews
  4. User Review of Fuze
Fuze is a solid cloud VOIP provider, with some growing pains
Updated March 31, 2021

Fuze is a solid cloud VOIP provider, with some growing pains

Andrew Rochford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

It is used across the entire organization. We wanted a cloud hosted VoIP solution to enable an increasingly mobile workforce.
  • Their data API is great for getting the data you need out of their system as long as you or somebody you know can write a program to call that API.
  • Allows for calls to be taken by mobile app, desktop app, or desk phone.
  • Flexible call center logic and that allowed us to continue to function as we have been, even if what we were doing wasn't the most common practice.
  • Simplified administration of users through an increasingly feature rich Hub.
  • The platform is constantly evolving and increasing functionality. Things that were once only manageable by support routinely make their way down to the admins.
  • Fuze support response time is typically very slow and they routinely miss their SLAs.
  • Some admin portals have an interface that are in need of updating. They are very much still in the middle of their rebranding as some portals reference "Fuze" while others reference "Thinking Phones." This is a bit confusing for new end users when their primary web portal is "portal.thinkingphones.com"
  • The canned reports are very limited and seem and the tech driving them leads to some reports missing or chopping off longer fields even though they are standard fields for any Fuze call (i.e. "ABCDEFG" shortened to "ABCD...")
Given the complexity of our setup and user base, the implementations for our organization went very smoothly. No transition is seamless, but they did very well to keep things going and we did not lose a single day of business during any of the multiple transitions we had. We transitioned many different business units all with their own specific requirements. Fuze rose the challenge every time.
  • 8x8, Avaya and MiCloud Connect (formerly ShoreTel)
Fuze was a cost effective solution that best met our requirements. Compared to 8x8 in particular, Fuze's built in queue logic allowed us to migrate our call flow more seamlessly. To our customers, it didn't sound like we changed a thing even though everything did. That invisible transition was crucial for our rollout.
Desk.com, Microsoft 365 (formerly Office 365), NetSuite ERP
Overall, the product is solid and it has served us well as a sales company. Their team handled many transitions from disparate phone systems remarkably well. We never lost a day. Fuze is visibly working on improving their system to continually enhance and fill in any gaps.

The main critique I can give is that it may fall short if you rely on the canned data reports. However, they have continued to expand their reporting systems and have released a powerful reporting tool that can slice and dice data as long as you're willing to spend some time with it. If all else fails, they have a great API that can be used for even more reporting options.

Outside of that, what can I say? We primarily used it for the phone service and the best thing I can say is that it was largely uneventful. For me, that's a great sign of performance and reliability.

Fuze Feature Ratings

7.8
Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
9
Call reports
8
Directory of employee names
5
6.8
Answering rules
10
Call recording
8
Call park
3
Message alerts
6
8.5
Video conferencing
8
Audio conferencing
9
7.0
Mobile app for iOS
7
Mobile app for Android
Not Rated

Fuze Support

ProsCons
Good followup
Problems get solved
Kept well informed
No escalation required
Support cares about my success
Quick Initial Response
None
No, because we were always planning on doing what we could to support ourselves. While this wasn't always ideal, this consistently improved as time went on. While we would sometimes have to raise our voices to make sure we got a timely response, the overall service was good enough for our needs.
Yes - Everybody will have their own timeline in their head for when things should be fixed and what issue is most critical. Any issues that I came across were typically handled well within reason. It can take a bit of back and forth to get escalated to the right person, but ultimately you can tell that they want to make the product better.
During some early time with Fuze, we had trouble getting responses in a timely fashion. This was one area in particular that I saw a big improvement as time went on. Fuze clearly saw problems in their support and worked to address them. While it could stand further improvement still, they do ultimately get the job done.