TrustRadius
Great Product once all the kinks are worked out
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Chris Librel profile photo
Updated May 10, 2019

Great Product once all the kinks are worked out

Score 7 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Messaging, Collaboration

Overall Satisfaction with Fuze

Fuze support was really slow to respond to our requests when we first implemented Fuze in our organization. We had to have weekly meetings at first to address our issues. However, Fuze Support has improved over time and working with our Customer Success Manager and the escalations team, we see a big improvement.
Ensure that the headsets you choose are compatible with Fuze features. Test audio quality and ensure numbers are ported over and test numbers . Have weekly calls at first to address any issues. Ensure that support is aware of the SLA's and have an Customer Success Manager and Escalations individual who you can contact in case of any urgent\critical issues.
Fuze is being used in all departments in our organization. Our sales department uses Fuze for their day to day calling, customer meetings and interactions. We also use Fuze in all of our meeting rooms. It addresses our voice\telecommunication needs.
  • Once setup and properly configured, audio quality with Fuze is great.
  • Fuze eliminates the need to purchase hardware handsets as calls can be made via the Fuze application and wireless headset.
  • Provisioning new users and removing users once they leave the organization is very quick.
  • Increase compatibility with various wireless headsets.
  • Adding the ability to forward to a number via App settings vs portal.thinkingphones.com
  • Use the same password to login to Fuze app and Fuze portal
  • Option to record calls via Fuze Application
It took us a while but once all the kinks were resolved, Fuze works well for our organization. All departments in our organization use Fuze to communicate daily and rely on Fuze as one of our main communication tools. Technical Support was a challenge when we first started but after some communication with our Customer Success Manager and interactions with escalations, support improved.
Fuze replaced Mitel for our organization. Mitel was costing us quite a bit of money and also needed to purchase physical handsets. Fuze was a lot quicker with setting up a new line. For Mitel, we had to login to an outdated system, had to program specific keys on the hardware phone as well we had to setup the hardware at the users desk. With Fuze, we provide the user with a login and a headset and they are good to go.
Fuze is well suited for day to day communications between teams. It is also well suited for the sales organization who take inbound and outbound customer calls. Our technical support team also uses Fuze and it works well for them as well. Fuze would be less suited if using on a machine which uses a lot of CPU, as audio quality may be affected.

Fuze Feature Ratings

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

Using Fuze

Users and Roles

500 - Fuze is used daily by all of our departments. Our sales team uses Fuze to make and receive calls. Technical support uses Fuze to receive calls and make outgoing calls to assist customers. The IT team uses Fuze to receive calls to the helpdesk as well as contact users who need assistance.

Support Headcount Required

9 - The IT Team supports Fuze in our organization. However, there isn't too much to Fuze. Resetting the fuze cache by right clicking on the icon and clicking on reset cache can resolve a lot of issues. As long as the computer running the Fuze application is running well (cpu not pegged at 90%) and has a decent internet connection, Fuze will work well.

Business Processes Supported

  • Sales
  • Customer Support
  • Helpdesk
  • Executive comminication

Innovative Uses

  • Fax

Future Planned Uses

  • Fuze Meetings
  • Chat

Likelihood to Renew

7
Most of users are now familiar with Fuze and have been using it over a year. Technical Support from Fuze has improved since we originally implemented and now have a customer success/experience rep that we have bi-weekly meetings with if any issues need to be addressed.

Evaluating Fuze and Competitors

Products Replaced

Yes - Fuze replaced BT Conferencing and Mitel handsets. Since not all users needed physical handsets, having Fuze and a headset made it easier for new hire setups since we didn't have to spend so much time setting up a Mitel handset, programming keys and using an older system to manage call queues and call flows. Also, all users needed was the Fuze Application and a headset if the user wanted to work from home.

Key Differentiators

  • Price
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
The two most important factors were price and usability. We were spending quite a lot with our previous outdated telecommunications and we saved when we switched over to Fuze. We also wanted to make sure that whichever vendor we decided to go with that it would be an easy and seamless transition so users would be able to quickly learn and use the replacement system.