Item: Fuze
Rating: 7
Author: Danny Guttman

Support Rating

First level tech support is clumsy and there's a lack of solution or tools to respond. It takes a few days to coordinate responses to different time zones. There's a lack of knowledge on other geography regulations.

Implementation Rating

Implementation went smoothly.

Use Cases and Deployment Scope

Fuze replaced and is still in process of replacing our old hardware phone system across the entire organization.

Pros and Cons

Fuze is a modern solution for communication in and out of an organization.
It acts well as a softphone system, from my perspective its best use in the U.S.
Works as a conferencing tool, both for audio and video.

Functionality outside the U.S. still needs improvements, in audio quality and range of dialing options.
First level support is poor.
Complicated requests from tech support take too long and are very clumsy.

Alternatives Considered

For hardware phone replacement, none. It was an HQ decision and we had to work accordingly.

Other Software Used

Webex Meetings, Skype for Business (formerly Lync), Slack

Likelihood to Recommend

Fuze is a good softphone solution if you are implementing it within the U.S.
Worldwide, the company needs to adjust itself to different time zones and improve the quality of the audio service. Technical support also needs serious improvement.

Cloud based phone system

Modules Used

Overall Satisfaction with Fuze