Item: Fuze
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Support Rating

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.

Implementation Rating

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.

Alternatives Considered

Cisco Webex Meetings

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.

Other Software Used

ServiceNow, Microsoft Office 365, Microsoft Office 2016, Proofpoint Email Protection, OneDrive, TeamViewer, Cisco AnyConnect

Likelihood to Recommend

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 Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Escalation required Difficult to get immediate help Slow Initial Response

Exceptional Examples of Fuze Support

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.

Service needs improvement, good application though

Modules Used

Overall Satisfaction with Fuze