Fuze is a Fantastic Cloud Phone Solution
Modules Used
- Voice
- Contact Center
- Insights
Overall Satisfaction with Fuze
We implemented Fuze to replace our aging (and expensive) in-house phone system. The voice and ACD components have been absolutely fantastic. We have since implemented for customers of ours as well with nothing but good reviews.
- Voice Calls - soft phone has been able to replace my desk phone while still maintaining all the functionality that I had before and then some.
- Portability - I run this frequently from my iPhone when I need to contact folks and need their number or if I just need to join a meeting while I’m the road and then easily transition to my softphone once I’m at my computer.
- Portability 2 - I can run this from home when I’m working remote with no issues.
- Sound quality is very good!
- We tried the Fuze conferencing but it was just too difficult for external users to easily get connected correctly. We ultimately moved to Zoom which is very simple for people to understand and use even if they have never used it before.
- I have no other complaints.
We selected Fuze since they advertised integration with Microsoft Lync which we use within our organization.
Fuze Feature Ratings
Using Fuze
365 - Office workers as well as the folks we have in our call centers all use Fuze. Not everyone is within a "Queue", only the call center folks.
3 - Wed have 3 people who can manage Fuze. They are all IT folks. The service desk can do things like add users and phones whereas we have escalations for building new queues or rules.
- Call Center
- Soft Phones
- Smart Phone Apps
- White labeling Call Center services
- Conferencing if that part improves over what we tried when we implemented it
- Lync integration if they offer it for On-Prem implementations of Skype for Business
Evaluating Fuze and Competitors
Yes - Interactive - It was an in house system that we no longer wanted to continue to maintain and pay annual maintenance on.
- Price
- Product Features
- Product Usability
Since the reason for switching was to save money, obviously price was the biggest factor. Features and Usability were a close second since there we had the need for call queues and ACD functionality
I would make sure I understood exactly what types of Lync integration was offered..
- It has saved us a lot of money
- Resources that used to support our old in-house phone system are now free to do other things
Fuze Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled - Communicate, Communicate, Communicate
- Old Phones that would not work with Fuze
- Phones that needed to be flashed before we could get them to work with Fuze
- Conference Room Phones that had to be replaced with newer models
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 |
They have always provided exceptional support.
Using Fuze
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Making Calls
- Queue Management
- Haven't found any
Yes - Works AWESOME!!!