Item: Fuze
Rating: 6
Author: Verified User

Support Rating

Support is an area Fuze could improve. With the most recent updates it's become much better however there are sometimes days that will pass before a response from support is received and in most case connectivity is used as a standard response. Recently had a call where when dialed in via the iOS app it was very difficult to hear however when I dialed in, it was clear.

Implementation Rating

Wasn't directly related to the implementation as the solution was in place when I started with company.

Use Cases and Deployment Scope

The entire organization is using Fuze for Unified Communications for our local and remote workers throughout North America. Using Fuze allows for ease of availability, communication between teams, and allows for our customer service teams to accept calls into their queues.

Pros and Cons

Microsoft Integration
Video Bridges
Continual updates that resolves or expands capabilities

Better support
More consistent user experience depending on connectivity
Quicker response when screensharing

Alternatives Considered

Microsoft Teams, Zoom and Skype for Business (formerly Lync)

Post deployment we're currently reviewing the other unified communications solutions as Fuze is expensive per user when compared to other options available. Fuze has an advantage due to its PBX capabilities however licensing for non-PBX users is considerably higher then other vendors.

Other Software Used

Microsoft Office 365, Workspace ONE Powered by AirWatch

Likelihood to Recommend

Fuze has allowed our local and remote workers to keep in touch using chat, calls, video conferencing, and call queues. Having a single solution that has our needed functionality has allowed for improved support and training throughout the organization. The offering is very dependent on network capabilities (LTE/WiFi) so taking calls from mobile devices can be difficult.

Comparing Fuze to other Unified Communication Options

Modules Used

Overall Satisfaction with Fuze