Overall Satisfaction with Fuze
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 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
Fuze Feature Ratings
Fuze Support
Pros | Cons |
---|---|
Good followup Problems get solved No escalation required Support cares about my success Quick Initial Response | Slow Resolution Need to explain problems multiple times |
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.
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.
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
Pros | Cons |
---|---|
Easy to use Technical support not required Feel confident using | Unnecessarily complex Cumbersome Lots to learn |
- User interface for end users is clear
- The actual function of answering the phone
- Call Transfers
- 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
Yes, but I don't use it