TrustRadius
Fuze is a good, cheap solution. Not ideal for advanced analytics or large centers
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Luke Ferrel profile photo
Updated May 08, 2019

Fuze is a good, cheap solution. Not ideal for advanced analytics or large centers

Score 4 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Contact Center

Overall Satisfaction with Fuze

They are responsive and work hard. I would prefer we could just do some of the work ourselves. It would be a 10 if we had to call less.
They did what we asked of them. Our needs have now changed and it doesn't support what we want. They were upfront in implementation and helped us get to a good state. Recommend for small users
We use Fuze as our contact center solution. They provide all phone services for our agents. We previously had all hard phones, but recently moved to soft phones (pc based)
  • Cost Effective
  • Simple to use
  • Responsive customer Support
  • APIs are pretty bad
  • A lot of the work has to be done on their end, which leads to delays. Would be great to be able to manage software independently
  • No adherence or availability measures. On break, etc., doesn't work. The system can be buggy.
We adopted it for our support phone line and overall phone provider. It has done well, but other apps have passed it for different applications. For client calls we use Zoom, for internal communication we use Slack
We started looking at inContact, Jive and Five9. We went with Fuze because it was cheaper. Now we're going to go with something a little higher end
I would recommend Fuze if you are a small shop that is starting up, or you don't want to use advanced analytics. They are cost effective, and their customer support is really top notch.

If you want to integrate with several other platforms, or have advanced analytics I would not use Fuze. They try very hard, but their integration with outside software is subpar

Fuze Feature Ratings

Hosted PBX
5
Multi-level Interactive Voice Response (IVR)
5
User templates
2
Call reports
3
Directory of employee names
2
Answering rules
2
Call recording
2
Call park
Not Rated
Message alerts
6
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
2
Mobile app for Android
2

Fuze Support

Fuze Customer Support Pros and Cons

ProsCons
Good followup
Problems get solved
No escalation required
Support cares about my success
Quick Initial Response
Slow Resolution
Need to explain problems multiple times

Bug Resolution

Yes - It is usually resolved fairly quickly. We often get our CSM, who then has to escalate to engineering. It's a bit frustrating going through our CSM who has little technical knowledge. They are friendly and empathize, but can't provide a lot of in the moment value.

Once we get to an engineer, things are generally resolved fairly quickly. Sometimes you have to push them. For example, one time all of our phones were ringing, even if you were on a call. They told us this was intended functionality. It took a day of troubleshooting for them to realize this was not intended functionality.

Exceptional Examples of Fuze Support

They are always willing to create queues and rename things etc. I love their hustle here. It would be better though if I had the ability to make and manage my own queues.

Using Fuze

Usability

7
It does the core job very well. If I'm looking for a stripped down version that will work fairly well, then Fuze is great. If you're looking for something feature rich, there are better solutions. Fuze is economical and if you aren't doing anything fancy, it's a great platform

Usability Pros and Cons

ProsCons
Easy to use
Technical support not required
Feel confident using
Unnecessarily complex
Cumbersome
Lots to learn

Easy Tasks

  • User interface for end users is clear
  • The actual function of answering the phone
  • Call Transfers

Difficult Tasks

  • Biggest complaint is finding users. You have to cycle through EVERY user in a list. There is no search function
  • You can't make your own queues or re-name things. Fuze has to do this for you

Mobile Interface Availability and Impressions

Yes, but I don't use it