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Service needs improvement, good application though
Updated August 14, 2020

Service needs improvement, good application though

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Messaging

Overall Satisfaction with Fuze

Fuze is being used by the entire company. Fuze Desktop allows people from all departments to communicate internally and externally. I have been supporting users from other departments within the company for more than one year now.

Although Fuze Desktop shows some errors once in a while it is indeed a regular application used in the company.

  • Fuze has many features that allow you to communicate
  • Fuze allows you to create meetings
  • You can use Fuze on your smartphone (spp)
  • Fuze has poor call quality sometimes.
  • It's not easy/intuitive to manage some features in Fuze portal.
  • Fuze support takes long time to get back to you.
Fuze support is the only section of Fuze that hasn't improved along the other sections in the application/company. That said, it did improve considerably, providing customers with better response times. Sometimes you still need to escalate your ticket and email certain people, but the improvement is noticeable from my perspective.
The implementation happened kind of smoothly, we relied on a few employees from Fuze that were on-site helping to implement the application in the company, we had people from our team working extra hours to make sure everything would happen without major problems and we counted on these employees from Fuze to help us.
Many people in the organization adopted Fuze very well, but it's never possible to get 100% satisfaction. Many users preferred the old phones since Fuze was very inconsistent in the beginning, had poor quality and as mentioned previously, Fuze Support was not so good. That said, with time, Fuze improved considerably and now more users are satisfied with the product. (Some still prefer other methods though)
As well as the tools we have always used in the company, Fuze allowed us to do video calls (other than meetings) during the COVID-19 pandemic. This is a really good feature since seeing people during times like this makes people happier and it's also a better way to communicate other than voice only.
WebEx is also a good application, but it's more inclined for meetings and presentations. Our company needed a solution for communication on a day-to-day basis. That is why we selected Fuze to be used by our employees. Also, Skype for Business had all the features we needed but didn't meet our financial requirements.
Well, Fuze would be well suited in big companies with a large number of employees, because it makes it easier for the employees to communicate within the company and with people outside as well. It is also cheaper than many telephony services. Fuze wouldn't be a good fit for very small companies in my opinion, small companies may not need such a complete tool and might be able to operate with something even cheaper.

Fuze Feature Ratings

Hosted PBX
4
Multi-level Interactive Voice Response (IVR)
6
User templates
5
Call reports
6
Directory of employee names
6
Answering rules
8
Call recording
8
Call park
7
Message alerts
8
Video conferencing
6
Audio conferencing
7
Mobile app for iOS
8
Mobile app for Android
9

Fuze Support

ProsCons
None
Slow Resolution
Escalation required
Difficult to get immediate help
Slow Initial Response
I wouldn't say it was exceptional, but was the best support case I had with Fuze. We had some problems with a Polycom phone in one of the conference rooms and needed fast support. It still took a a little while but eventually Fuze support contacted me and we were able to get the problem solved.