Item: Fuze
Rating: 7
Author: Verified User

Support Rating

Support is lacking the ability in an emergency to directly get in touch with a technician to work on critical issues. Most cases take at least 1-2 hours before any work is done to look at the issue.

Implementation Rating

The project team and the implementation process is an easy process that has gone smoothly with little issues.

Use Cases and Deployment Scope

Fuze is being used across our entire enterprise. It is used for call centers as well as individual's phones. Messaging is being used by a smaller group currently but expects that it could grow.

Pros and Cons

Fuze does a good job of providing a portal that makes changes simple and easy to accomplish day to day tasks.
Implementation and deployment is a very simple process with little to no problems
Fuze has the ability to adapt to the changes needed by the business and is willing to work with you to make design changes/enhancements to the product in many cases.

Support on issues are extremely slow to get started
Support personnel are not always well trained requiring escalations
Product portal is slow and sluggish to use.

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

Cisco is a much better product for reliability and support, however, it requires far more resources in-house to support the platform. Fuze, however, requires very few internal resources to support a large number of employees.

Other Software Used

Citrix AppDNA, vRealize Orchestrator, VMware NSX

Likelihood to Recommend

Fuze would be a good solution for customers that can handle some call issues in the environment. Call centers would not be a good fit as dropped calls or transfers do occur.

Fuze hosted phone system simple to use and deploy yet support is lacking

Modules Used

Overall Satisfaction with Fuze