Overall Satisfaction with Fuze
Fuze is the cornerstone of our business operations. We utilize the Contact Center package for our BDC and Collection efforts. The tools make it easy for our staff to view current volume and ensure low wait times. Also we have created an interactive IVR that helps us record all closings for consistency and a clear compliant close.
- Easy to Deploy services and configurable by non-IT individuals
- Reporting has always been very easy and provides valuable insight
- Telephony that just works and is completely stable.
- Support always could use improvement. But this is the case at any organization.
- Investment in additional Contact Center tools
- Provide more self-help abilities
Fuze provided a solution out of the box without any expensive hardware on specialty skills to hire and maintain. Other services require additional hardware or license costs and make scaling a very difficult proposition. Fuze allows for us to take a true IaaS model and allocate the cost of each service to a department as opposed to taking the full cost hit in IT.
Fuze Feature Ratings
Using Fuze
500 - This is made up of the following departments
Sales
Collections
Business Development
Customer Service
Insurance Handling
Sales
Collections
Business Development
Customer Service
Insurance Handling
3 - Fuze provides a full suite of tools that provide help desk personnel the ability to configure the basic services for an end user. Utilizing the contact center requires a bit more of a sophisticated user, but is easily mastered. All other non configurable services can be handled by the vendor's support desk.
- Queuing of Calls
- Routing of Calls
- Visibility of Inbound call volume and wait times
- Intelligent Routing of calls based upon web services and customer data
- Creation of a recorded virtual closing room
- Mobile device management
- Data and process integration into the Sales process
Evaluating Fuze and Competitors
Yes - Fuze replaced our legacy Mitel PBX. The organization was looking to scale rapidly with little investment and the ability to service customers on a large scale. The traditional model with PRI based and this allowed for us to move towards a SIP based provider.
- Price
- Product Features
- Product Usability
The features and flexibility were the driving factors in our decision to choose Fuze. Fuze provided an a la-carte way to slowly roll in features and keep our base of users happy.
I would have asked for a Proof of Concept. Speed was the factor in our deployment, so understanding the full picture may have made user adoption of the add on services easier.
- Positive ROI within 6 months