Fuze is a Fantastic Cloud Phone Solution
Updated May 07, 2019

Fuze is a Fantastic Cloud Phone Solution

Trent Martin, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Modules Used

  • Voice
  • Contact Center
  • Insights

Overall Satisfaction with Fuze

We use support frequently and normally get fast and good service.
Implementation was well organized and no real issues. We had issues but it was more with trying to get our phones configured and not with the actual Fuze product.
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.
Voice calling and ACD are great uses. I would not at this time be able to recommend the conferencing piece.

Fuze Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
User templates
Not Rated
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Not Rated
Message alerts
Video conferencing
Not Rated
Audio conferencing
Mobile app for iOS
Mobile app for Android
Not Rated

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
We most likely will renew. We do still want Lync integration but right now they do not offer this with on-prem Skype. That's why I rated an 8 instead of a 10.

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

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

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
They have always provided exceptional support.

Using Fuze

Because it just works. That's what I need my phone system to do.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Making Calls
  • Queue Management
  • Haven't found any