Fuze is good, not great
February 27, 2019
Fuze is good, not great
Score 8 out of 10
- Contact Center
Overall Satisfaction with Fuze
The direct support has been phenomenal. And we have had access to the developers and product owners for areas of the solution, although we have not seen as much response from some of these meetings. Either the action items we set up are not followed through on or the suggestion we make are not implemented with no explanation as to why. And often the direction of the decision made is not clear to us.
Implementation was a few years ago. The only major issue we ran into was overloading the provisioning servers. We were onboarding individual offices and our larger offices are 500 to 1000 users. Turning on that many phones at once overloaded the system and slowed our cut nights dramatically. Since then, the process has become much smoother but we still occasionally run into issues.
Fuze is the primary (and only, currently) voice and contact center provider for our company. All our global users use it. We currently use this in conjunction with Zoom and InContact.
- Voice payload, especially with the advances to the mobile and softphone clients.
- Basic contact center routing. We have call centers with low numbers of users who only need basic routing. This helps us avoid a more expensive solution that is overkill.
- TAM program: Amanda Juliano. We have a fantastic relationship with our TAM. She is extraordinarily responsive and gets great results for questions and issues we have.
- Overall reporting. The advances in reporting have come a long way, but there are areas where data and data manipulation fall short. Limiting live data to 90 days and only allowing long term reporting to a BI tool is hampering the tools that can be used by standard managers. We would like the ability to run trending outside of a BI tool. We need to be more granular with individual call details. (ex. ID'ing fats pass calls versus standard queue calls).
- Removing tools before a full replacement is ready. Removing data older than 90 days in reporting pages. Going GA with new softphone clients before full functionality of the old tools is in place. Moving reporting to a new platform without copying old reports to the new platform and copying current, saved reports for users. These are a few examples where a new solution was introduced before securing the current capabilities in the new tool.
With our mass migration to Fuze, we had an environment of forced usages. We have had little issues with desk phones. But over time, the softphone and mobile apps have improved greatly. When we first moved to Fuze we had very limited adoption using the remote tools even though we have a large, remote workforce. As the tools have become more stable we have seen adoption grow in parallel.
Sales Force integration, data sharing, and integration would be HUGE. Being able to cross-reference call meta-data with cases and accounts in SF would bridge a major gap in productivity.
We have great success using the toolset for overall connectivity remote and in office. The two major areas where we see the most trouble are with reporting and onboarding. Reporting admins, specifically in the contact center, have issues forecasting and trending on specific details over time. The issue with the onboarding process is that it is incomplete and largely manual for us. We are working on OKTA integration but this is moving slow with delays from both sides. But the biggest issue with this is setting up new users. Even with OKTA, not all fields would be covered and many of our users would need to be manually updated. Areas like call recording settings are not fully covered through OKTA.