Item: Fuze
Rating: 6
Author: Verified User

Support Rating

Slow response to ticket submissions, Support often needed prodding to get answers sometimes needing to talk to higher level. Some features just require contacting support which causes additional delays and frustration. Answers from support are mismatched. One CSR will give a working solution while another would say it's not possible.

Implementation Rating

The implementation team was amazing. This is highly recommended for any large scale deployment. They were coming on site, doing early mornings and late nights and even weekends. We had many collaboration calls before, during, and after. They were also able to re-mediate issues really fast as they had direct contacts with key staff.

Use Cases and Deployment Scope

Fuze is being used across the entire company as our primary form of audio communications as well as our customer facing help desk system. We've replaced our traditional PRIs and gone completely VOIP. It replaces our old legacy and out of date platform and provides us a single uniform solution across all offices that can be managed anywhere.

Pros and Cons

The application for audio calls works great. It's been well designed and is updated frequently
Audio quality has always been good both on mpls and regular internet
The implementation team was great! On the ball and had solutions/answers to all of our issues during go live

The collaboration piece doesn't work well. Demo'd it but doesn't compare to WebEex in terms of functionality and stability.
Support team is lacking. Slow responses, unanswered questions, needed prodding and escalation.
Backend UIi is not user-friendly. The UI is dated and lacks cohesiveness. There are still references to thinkingphones.com and tools are scattered amongst different websites.

Alternatives Considered

Skype for Business (formerly Lync) and Mitel Applications Suite

The implementation was much easier and SFB did not have Canadian integration with telco providers at the time we were rolling this out. We were also on-premise SFB which made things more complicated and required much more resources and building out for reliability across all offices. We had sour experience with Mitel so it was an obvious choice not to choose them.

Other Software Used

Microsoft Office 2016, Microsoft System Center Configuration Manager, WebEx Meetings

Likelihood to Recommend

Fuze would be ideal for smaller businesses at this point. It doesn't feel enterprise/call center ready. Workarounds as well as other companies are involved to provide a complete solution (such as inContact - needed for true functionality for customer support). We're unable to manage all things easily as they're not laid out logically as well quite a few things can only be accomplished by reaching out to support which takes time.

Overall Impressions of Fuze

Modules Used

Overall Satisfaction with Fuze