Item: Fuze
Rating: 9
Author: David Raucher

Support Rating

Fuze support is solid, outages are treated seriously and we get good responses. Less critical tickets are sometimes too slow to get a response

Implementation Rating

The Fuze Project Manager that assisted with our implementation was very good. There was a tremendous amount of work that had to be done and the porting of the numbers is always a gamble.

Use Cases and Deployment Scope

Fuze is deployed as our primary phone system across the entire organization including our call centers.

Pros and Cons

Voice quality is very good and we do not have to manage the servers and carriers like we did with our in-house system.
The contact center is very easy to manage and change. I can change call routing, add or delete queue members, or change dial plans very easily from the Fuze Portal.
The mobile app is really good.

We tried to implement the Fuze Meeting portion of the service in 2017, at that time the service was not easy to use. It was difficult to train my meeting hosts and we had screen sharing reliability issues.
We would like to have the option to clear missed calls on the desktop app.
We would like to have the option to clear missed calls on the mobile app.