TrustRadius
Fuze as a UCAAS solution: Could be better and offer better customer service
https://www.trustradius.com/voipFuzeUnspecified7.7117101
Eoin OConnell profile photo
July 01, 2019

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

Score 6 out of 101
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
6
Multi-level Interactive Voice Response (IVR)
5
User templates
6
Call reports
4
Directory of employee names
6
Call recording
7
Call park
6
Message alerts
5
Video conferencing
6
Audio conferencing
6
Mobile app for iOS
7