Just about ticks the box but could be so much better with more direct customer service/engagement.
February 27, 2019
Just about ticks the box but could be so much better with more direct customer service/engagement.
Score 6 out of 10
Vetted Review
Verified User
Modules Used
- Voice
- Video
- Messaging
- Collaboration
- Contact Center
- Insights
Overall Satisfaction with Fuze
We have approximately 200 licenses used across our company for IM/Chat, Voice, Video & Collaboration meetings. Our Customer Service centre uses the call centre solution.
- 95% of the Time the Fuze solution works well
- Relatively simple to use
- User management relatively simple
- Billing - duplicate bills. Billing descriptions/period not always transparent
- Customer Engagement - most of the time you are dealing with non-personal support/escalations/billing . Little or no ownership of issues or listening to the needs of the business. Lack of consultancy - i.e. how to get the most out of the solution
- Reliability of the Fuze system is not 100%, with sound quality distortions, interference, voice over. And when we experience issues, Fuze don't seem too interested with resolving, engaging or supporting.
I inherited Fuze and am making best efforts to work with it, but it's a challenge. I've used Skype and other unified communication platforms in the past and I've found these more reliable and intuitive.