Fuze- Unified Communications as a Service-
Updated May 21, 2019
Fuze- Unified Communications as a Service-
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fuze
I implemented Fuze in an environment with approximately 90 users, for a manufacturer of marine equipment in Fort Lauderdale. It is currently used across the whole organization, which consists of facilities in Fort Lauderdale and Holland, in addition to a mobile service group working around the world. Fuze addresses the distributed nature of the workforce and allows voice, video, and text collaboration between our offices and mobile users.
- The Fuze implementation process was the smoothest and best-organized roll-out of any major infrastructure project I have been involved with. The engineering and sales team provided a clear roadmap, stuck to it, and performed flawlessly.
- The system stability, voice quality, user provisioning and de-provisioning, and overall ease of use is something Fuze has done particularly well. Whatever I need is there in the portal, and the 'take-it-for-granted' feeling the users have is a huge strength.
- Continuous improvement- in the two years this company has used Fuze we have seen numerous updates to the softphone, new features in the desktop phones, and constant communication from our customer advocates and support team.
- Tech support- rarely used but responsive and experienced, a definite strength.
- A more aggressive end-user training and help scenario. Users who are unfamiliar with UCaaS and are wedded to the traditional role of the desktop phone can be slow picking up the idea of a UCaaS account and all the benefits and possibilities. More visible links and reminders on the phones, softphones, and apps, and easy access to short videos put right in front of users' eyes might help user adoption.
- Nextiva and RingCentral
At the time we were looking, Fuze was the only UCaaS provider with enough global presence to get the Holland office a local number within the Fuze system, making it easy for us to manage both locations in one place. The pricing and features from Fuze, and the ability to consolidate voice, video, and text between our two offices under one platform drove the decision.
Fuze Feature Ratings
Using Fuze
70 - All line of business departments including logistics, finance, administration; and the production, sales, and service teams. We have a distributed and mobile workforce with offices in Holland and the USA. We use Fuze with traditional desk phones, softphones, mobile devices, and for video and audio conferencing.
1 - I support Fuze but it doesn't require much effort other than adding/removing users as the organization changes. We occasionally have trouble with a Yealink hard phone, but the softphones and mobile apps so far have been seamless. The only real work was in the original setup in 2016, but Fuze has been stable. With the expanded capabilities of hub.fuze.com self-service is easy and quick.
- Stable, high-quality VOIP
- cloud-based PBX
- mobility
- conferencing
- Mobile service teams keeping in touch using softphones and mobility
- Continued expansion of conferencing and mobile app; Fuze constantly updating and adding features
Evaluating Fuze and Competitors
Yes - An analog PBX with no VOIP or UC capabilities.
- Price
- Product Features
- Positive Sales Experience with the Vendor
Fuze was the only UC vendor during the evaluation period that could get us a local number on their system for the Holland office. They had the global presence at the time and having everything in one bill and managed through one point of contact made a huge difference for me.
The UC space has evolved significantly in the last couple of years. I am pleased with Fuze and we will be with them through December of 2020. In the third quarter of 2020 I will begin evaluating, but I expect continued evolution and competition like Microsoft Teams to continue to pressure companies like Fuze. Predicting how I might change my evaluation and selection process is premature at this time. If I was renewing right now I would definitely stick with Fuze.
- Positive- better communication from our mobile users
- Positive- no problems
- Positive- stable, quality UC
Fuze Implementation
- Implemented in-house
Yes - We brought the Holland office online first, then Fort Lauderdale, so really two implementations. Well handled by Fuze, organized and done professionally, no issues.
Change management was minimal
- Firewall rules
- Making sure AT&T gave up the phone numbers on time
Fuze Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No - Don't even know if it's available. No need for it for us at all if it is available.
During our provisioning they were exceptional in helping troubleshoot firewall issues and helping us get our rules correct. Not really support, more configuration, but excellent expertise. Fuze support has done everything we have ever asked in an efficient and timely manner.
Using Fuze
| Pros | Cons |
|---|---|
Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Desk phones are desk phones, dial tones and buttons so the basic functionality is familiar. Adding personalized aspects like speed dial and backgrounds is easy and intuitive
- Starting meetings is easy.
Yes - Great, easy to use in iOS and Android, no issues.