TrustRadius
Fuze UCC helps me sleep at night.
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Aaron Hall profile photo
February 26, 2019

Fuze UCC helps me sleep at night.

Score 10 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Video, Messaging, Collaboration, Contact Center

Overall Satisfaction with Fuze

We have always had our issues addressed in a very timely manner, and when the first tech did not know the answer, the issue was immediately escalated until it was resolved. They have tried at every turn to support us well. From the executive staff down to our personal account management team, everyone has made our business a priority.
The only issue that we experienced during implementation was with porting. We made the decision to port at the end of the process and use temporary remote call forwards until we were finished with implementation. We have 17 sites, and it would have been better to port as we went along during implementation. Any issues that arose were fully addressed by the porting team.
We use Fuze across our entire organization. We also use it in our Customer Service call center and our Crisis Response Call center. The instant messaging feature is probably the most widely used part of the platform although we use all modules from the company. The consistency of the customer service and dependability of the product addressed some pain points we had experienced with previous vendors.
  • Instant messaging using a single contact list across the organization.
  • Easily configurable and manageable call center module with data reporting on the user level.
  • Video conferencing is easy to use and integrates well with other applications such as Google Calendar and Outlook.
  • We would like a bit more control over the user account names. At this point, we have to put in a ticket to change a username.
  • At times the size limitation for eFax has been a challenge, but we have found ways to work around that.
  • I would like to see a bit more customization availability on their web portal.
Fuze voice has been widely adopted by our organization. We decided to take the opportunity to implement softphones and remove the need for traditional phones on desktops. The adoption of a virtual phone took time, but our users are now very comfortable with the virtual phones on their PCs. We were able to seamlessly deploy the application using Active Directly group policy which simplified administration for my staff.
We chose Fuze over the other vendors based on the dependability of the system, excellent customer service record, and the company's continued focus on mobile technology. Their datacenter redundancy provided the fail-over capabilities we needed in our VoIP provider. The ability of the system to be completely hosted and function well on our existing infrastructure without the need for a large investment also aided in our decision.
Fuze is extremely well suited to support our customer service and first-time appointments call center. The creation of accounts for the agents and management of the call queues is very straight forward. The data center redundancy of the company provides us with the peace of mind needed in a system that is available 24/7 like in our crisis call center.

Fuze Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
7
Call reports
10
Directory of employee names
10
Answering rules
10
Call recording
10
Call park
Not Rated
Message alerts
10
Video conferencing
10
Audio conferencing
10
Mobile app for iOS
10
Mobile app for Android
10