Item: Fuze
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Fuze is used by the whole organization. This solution addresses having a single platform that is simple to deploy, manager, and expand as the company grows. The solution has also been very helpful for creating call center routing for customers and ring groups so that customers are always getting a live person.

Pros and Cons

Simple easy deployment with only the need for internet access
Portal access that allows for quick changes to call routing and scripts
Expansion is as simple as adding additional phones and placing them in groups needed

Support for the phones is slow to get started and get a resolution
Most support is done via email with little to no real time calls
ATA's are not as stable and support is weak for them

Support Rating

Support calls are never resolved on the phone and only create a ticket to be worked on. Support is slow to pickup tickets and start working them and most communications happen through email and not on the phone delaying the time it takes to resolve issues.

Implementation Rating

Implementation was a snap. We setup phones ahead of time and as number ported over we installed the new phones with no issues or interruption in service. The only issues we had during implementation was numbers not being able to be ported to the Fuze platform due to current provider not being able to port out numbers.

Alternatives Considered

8x8 Contact Center

We evaluated 8x8 at one of our sites and found that it lacked the functionality of Fuze and many options for call routing and call center were not an option.

Other Software Used

SolarWinds Network Device Monitor, Cisco Nexus, Ubiquiti WLAN

Likelihood to Recommend

Fuze is good for small companies needing call center type handling of calls and easy to route calls.

Fuze is a good small to medium size business phone solution

Modules Used

Overall Satisfaction with Fuze