TrustRadius
Fuze makes cloud telephony as easy as taking it out of the box!
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Travis McKeone profile photo
Updated May 08, 2019

Fuze makes cloud telephony as easy as taking it out of the box!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Video, Messaging, Collaboration, Contact Center

Overall Satisfaction with Fuze

Support staff ebbs and flows with the business. When Fuze experiences sharp growth support times can lag while trying to get up to speed.
Easy implementation and Fuze was willing to go as fast or slow to meet our needs as we wanted.
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
The adoption rate was immediate. The collaboration tools have helped provide a consistent experience across all departments.
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.
SolarWinds Remote Monitoring & Management, Kofax Capture, Salesforce Lightning
Fuze is a great fit for organizations that do not have a heavy IT staff. The training is super easy and simple and can scale with your growth.

Fuze Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
7
User templates
10
Call reports
9
Directory of employee names
10
Answering rules
10
Call recording
10
Call park
10
Message alerts
10
Video conferencing
10
Audio conferencing
10
Mobile app for iOS
10
Mobile app for Android
Not Rated

Using Fuze

Users and Roles

500 - This is made up of the following departments
Sales
Collections
Business Development
Customer Service
Insurance Handling

Support Headcount Required

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.

Business Processes Supported

  • Queuing of Calls
  • Routing of Calls
  • Visibility of Inbound call volume and wait times

Innovative Uses

  • Intelligent Routing of calls based upon web services and customer data
  • Creation of a recorded virtual closing room

Future Planned Uses

  • Mobile device management
  • Data and process integration into the Sales process

Likelihood to Renew

10
Fuze is not a traditional vendor and provides a true partnership. Their products are constantly being improved and allows for a true disruption in an age old industry. Having various options and tools allows for our business to pivot and take advantage of market conditions with Fuze as a supporting partner.

Evaluating Fuze and Competitors

Products Replaced

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.

Key Differentiators

  • 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.

Evaluation Lessons Learned

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.

Return on Investment

  • Positive ROI within 6 months