Item: Fuze
Rating: 10
Author: Aaron Hall

Overall Satisfaction with Fuze

Support Rating

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.

Implementation Rating

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.

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Alternatives Considered

Mitel MiCollab, Cisco Hosted Unified Communications Services and Windstream Cloud Connect

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.

Other Software Used

SysTools G Suite/Google Apps Backup, Hyper-V

Likelihood to Recommend

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

Comments

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Fuze UCC helps me sleep at night.

Modules Used