Fly High Fuze
Updated February 26, 2021

Fly High Fuze

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Messaging

Overall Satisfaction with Fuze

We have been using Fuze for almost 3 years now across all of our Technicolor US region & EU regions. There are regularity issues in the APAC region especially in India & China where Fuze wasn't able to provide their solution for telephony until now.
  • Fuze is really coming up with a new unified collaboration features & upgrading it to benefit to clients. Such as softphone services for both desktop, web & for the phones.
  • The Fuze project team is good enough to analyze the customer's requirement & come up with a very positive deployment approach. Delivery of hardware phones & timeline is up to mark from fuze.
  • Fuze support seems to be very impressive nowadays.
  • Fuze could still improve on the support side. Need to engage with our Site IT teams to discuss the Fuze issues if the site is really facing. The Fuze support team needs to understand the concern about the issues. At least once in a quarter fuze need to conduct a survey on site level to improve the service quality if anything change is required from our local IT on the Fuze solution.
Fuze needs to improve on providing the SLA for porting the no. in various countries. Need to improve on the hardware (IP Phones/Conference phones) delivery timelines across other countries.
Most of our users are very comfortable using softphone services. This solution has been made much simpler & for users who travel frequently this softphone solution is making them connected & communicate easily. Challenge: No Fuze Solution so far for India & China, as well as other similar countries. Would like to know the fuze solution for india & what all actions are being taken here to succeed.
Fuze solution is really helping us during this pandemic time especially for our service desk & end-users are truly appreciating the fuze service.
We wanted to replace the legacy PBX systems across all US regions & we found Fuze is really interesting because of the cloud-based subscription-based model solution. We wanted to bring some change to our user to upgrade it to the next level & we found Fuze is very innovative with the solution.
Fuze solution is well suited for all our technicolor sites in US region. Fuze has yet to come back with a resolution & need to identify a suitable solution for India & China. Fuze really needs to do some groundwork here. Fuze needs to be extra careful when assigning the DID's or porting the no's, we had some serious issues on the Burbank site & all our outgoing calls were barred due to this issue.

Fuze Feature Ratings

Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
8
User templates
8
Call reports
8
Directory of employee names
8
Answering rules
8
Call recording
8
Message alerts
8
Mobile app for iOS
9
Mobile app for Android
9

Using Fuze

  • User freindly
  • Softphone
  • Cloud PBX
  • Teams Integration
Ultimate Support.

Do you think Fuze delivers good value for the price?

Yes

Are you happy with Fuze's feature set?

Yes

Did Fuze live up to sales and marketing promises?

Yes

Did implementation of Fuze go as expected?

Yes

Would you buy Fuze again?

Yes

Evaluating Fuze and Competitors

Yes - It's up to our BU's to decide on this & in some part, we deployed teams telephony.
  • Price
  • Product Usability
Fuze license cost.
It depends on the fuze cost model for future plans.
  • helps in making comparison between different business units in terms of profitability and asset utilization.
  • Fuze desk phones which doesn't support teams.

Fuze Implementation

Fuze Training

  • Online training
  • in-person training
It was good & received good feedback from users.
Online training was exceptional which covers everything including screenshots of how to use softphone services.
Yes with the training document for softphone use.

Configuring Fuze

It's quite easy for some basic configurations like softphones & deskphones.
No - we have not done any customization to the interface
No - we have not done any custom code

Fuze Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
For our spain site we wanted to set up a call center agent. I had opened a ticket in the fuze community for the same task & within a day that ticket was assigned to fuze support & the support person was really helped me in order to set up this process very easily in one shot & it was successful
Fuze sometimes will breach the SLA for the issue raised by our helpdesk.

Using Fuze

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Cleaning fuze inventory
Overall fuze service is good.

Integrating Fuze

Relationship with Fuze

This will be done through from our sourcing team.
The better pricing structure for hardware devices & fuze license cost

Upgrading Fuze

  • We are using fuze solution in our global locations recently we benefited moving into aws.