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.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center
  • Insights

Overall Satisfaction with Fuze

There's a lack of engagement from support. Lots of cases are being written off as one-off. I believe colleagues are suffering in silence.
The deployment was relatively well executed, but the after sales support is poor when it comes to followup and ensuring the customer is benefiting from the full features.
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.
97% of the time it is well suited for general users, collaboration, meetings, and call center business. It is the remaining time in which it is unreliable that is concerning.

Fuze Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS
Mobile app for Android