Fuze is good, not great
February 27, 2019
Fuze is good, not great
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Voice
- Contact Center
Overall Satisfaction with Fuze
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.
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.