Fuze hosted phone system simple to use and deploy yet support is lacking
July 23, 2018

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

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Messaging

Overall Satisfaction with Fuze

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

  • 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.

Cons

  • 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.
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.
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 Feature Ratings

Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
6
User templates
4
Call reports
5
Directory of employee names
7
Answering rules
8
Call recording
Not Rated
Call park
9
Message alerts
8
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
8
Mobile app for Android
8

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