TrustRadius
Fuze -- Meeting, Chat, and Phone Solution For The Growing Business
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Brandon Patton profile photo
Updated July 23, 2019

Fuze -- Meeting, Chat, and Phone Solution For The Growing Business

Score 8 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Voice, Video, Messaging, Collaboration, Contact Center

Overall Satisfaction with Fuze

I have had limited cause to contact support, but when contacting them, they can take a day or two before you receive any sort of response. I am also including the support team's ticketing system, which is through SalesForce, and that overall feels clunky and can be difficult to utilize.
Implementation was a breeze -- Fuze provides a dedicated onboarding team with a project manager that assists you in the configuration and rollout of the system. There are plenty of forms and guides to ensure that everything is accounted for and tested prior to flipping the switch. I would rate this as one of the strongest features of the Fuze system.
We currently utilize Fuze across our entire organization. Other than email, it is a heavily-used source of collaboration between teams and employees for internal communication, external meetings, and our phone system. Previously, many of our tools were on different platforms, all from different vendors, and often lead to confusion and training issues, whereas with Fuze, everything is centralized into one package that allows us to focus on one product for our communication needs.
  • A single platform that covers instant messaging, screen-share meetings, and phone calls.
  • A fast, intuitive interface which assists in quickly onboarding new employees to the platform.
  • Client support for many devices-- physical phones, mobile phone apps, and desktop apps for multiple OSes.
  • The support portal system can be difficult to navigate.
  • An idea System is implemented, but needs dramatic improvements.
  • The administrative interface can feel disjointed (some features are available in this portal system, and other features in a different portal system).
Adoption of Fuze Voice within the company was quick and fairly painless. The primary issue that we encountered was re-training employees on how to use the meeting features of the Fuze platform, as they were used to other solutions, such as GoToMeeting. Once re-training was completed, this resolved the majority of adoption issues -- we have had nothing but great feedback from our personnel on the Fuze platform.
Fuze is vastly improved over Jive Hosted VoIP and Microsoft Teams, as it effectively combined the features of each of those products into one system. Instead of needing to train employees in Jive, Teams, and GoToMeeting, we can now focus efforts on a single platform for training and not have to worry about the implementation of the other services for new team members.
Fuze is well suited for the growing enterprise that is looking to combine meeting/webinar tools, a phone system, and an instant message system into a single platform. Fuze also provides an excellent onboarding process with key stakeholders to ensure that all needs and questions are met before the go-live date. Fuze has a large array of quick video tutorials for those that need additional instruction in utilizing many of the features of the Fuze application and platform.

Fuze Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
9
Call reports
10
Directory of employee names
10
Answering rules
9
Call recording
10
Call park
Not Rated
Message alerts
10
Video conferencing
9
Audio conferencing
10
Mobile app for iOS
10
Mobile app for Android
10