Fuze as a UCAAS solution: Could be better and offer better customer service
Eoin OConnell | TrustRadius Reviewer
July 01, 2019

Fuze as a UCAAS solution: Could be better and offer better customer service

Score 6 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

Engagement is poor. Issues can drag on for over 2 weeks. Very frustrating for a business operation. Handover from US to EMEA support is not seamless.
The implementation could have been wrapped up and signed off better. But some issues were on our site too.
Fuze UCAAS is used across our company within the back office and front office. And also within the Contact Centre.
  • Fuze for Mobile
  • FCC
  • Limited hardware
  • Desktop
  • Billing not accurate and complicated
  • Instability with the UCAAS platform
  • Unknown and unexplained issues regularly occurring. For example, wireless phones going offline.
  • Poor account management and customer engagement.
It's widely implemented but adoption is not easy. The issue is with the lack of stability and employees lack of confidence in the platform. Lots of employee training has been carried out.
I've used alternative solutions (Skype/teams//Zoom/Avaya) and I did not get nervous when I hosted a meeting on any of these solutions. Fuze can be hit or miss whether it works and can others connect. Complicated system.
Basic collaboration and 1:1 video and conference calls when it works well.

Fuze Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Call recording
Call park
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS