Item: Fuze
Rating: 6
Author: Verified User

Overall Satisfaction with Fuze

Use Cases and Deployment Scope

Fuze was meant to be used by the whole organization but we had a good amount of people who had trouble adopting it due to being set in their previous habits. We used it for inter-office chat, voice calling prospects, and customers, it could be used for video calling prospects and customers but I never ended up using the video function. It also integrated with our CRM at the time, HubSpot. I also had the Fuze app on my phone, and could easily answer calls through my phone and could tell it was coming from Fuze which meant it was a work call. I also used the messenger portion on my phone. I felt like it was really easy to use and I liked the layout.

Pros and Cons

Pros

I really liked the phone app. I felt like it was easy to install and it was immediately obvious when someone from work was calling or messaging vs. someone personal.
The integration with my CRM was simple and made calling right from the web very easy.
I liked the chat function and creating groups.

Cons

Overall I felt like Fuze met my personal needs as an SDR.
Occasionally I felt like I had issues with sound or calls not connecting well, although it is difficult for me to know if it was problems with Fuze or possibly my work computer or internet.
Could have been more robust in terms of document sharing (similar to MS Teams.)

Support Rating

I didn't use support much at all, but the few times I did they were responsive and helpful.

Implementation Rating

I was not a part of the implementation or decision making process so I do not have any insight on that. However, I feel like the IT team communicated that Fuze was not difficult to set up and they had access to the necessary people to complete the implementation with ease. I also am not certain what other options were considered so I am not sure how to compare implementation processes.

Alternatives Considered

Skype for Business (formerly Lync) and HubSpot CRM

I listed Skype because Skype has very similar uses like Fuze, copies calling, inter-office chat, video chat, etc. I personally liked Fuze a lot better than Skype. Skype is a bit clunky, I am constantly having audio issues, and when it has been used for video-conferencing meetings the connection has been lost many times, the screen share did not work, and other issues. Also, I do not like the Skype app as much as the Fuze app. I listed HubSpot as well because you can also use the voice dial-er with HubSpot and it can record your calls. I did enjoy using HubSpot for calling and it recorded calls easily but I do not recall ever using a HubSpot app (or if there is a HubSpot app.) But HubSpot does not have the chat function which is different than Fuze if I remember correctly.

Other Software Used

Salesforce Commerce Cloud, Microsoft Teams, MS SharePoint

Likelihood to Recommend

I feel like Fuze may be better suited for inter-company chat, inter-company calls, and dialing out or receiving calls from customers/prospects. I am not sure if Fuze is the best tool for video chat and screen-sharing, however, I did not have the need for that functionality most of the time so it wasn't as relevant to me.

Fuze Feature Ratings

Comments

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Fuze is a really good tool and definitely worth looking at!

Modules Used