Item: Fuze
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Fuze is being used throughout our entire global business. All teams use the UCaaS platform as a single source for all communication methods including traditional voice, messaging, collaboration, video and contact center functions. We use the tool internally and externally with our client base as well.

Pros and Cons

Mobile application is completely in sync with Desktop app and desk phone.
Very easy to implement in all regions of the world.
Quality of traditional voice services is excellent.

There are incidents that occur which are still too frequent throughout their infrastructure.
Support response is somewhat limited in speed to respond and quality of assistance.

Support Rating

I've had several instances where I needed to continue to follow up to resolve an issue through the normal channels. The capabilities and willingness to help always seem present when I get them on the phone, but through email and typical ticketing tools, the response time and attention are significantly lower.

Implementation Rating

Our global implementation went very well, all things considered. We had a great implementation team at Fuze who guided us all along the way. They listened well, helped us plan our migration very effectively, and compromised with us when we needed some extra slack or special assistance for various situations.

Adoption

Fuze was rolled out by region over the course of a few months. Adoption for voice services was 100% successful without much issue. Adoption for messaging was slower as we worked to unseat the incumbent application. The major challenge there was simply getting used to a new tool. Fuze isn't hard to use, but change is hard for humans to fully accept when they are comfortable with another process/habit. The adoption of collaboration tools was even more challenging over time. That was due to the same "newness" experience as we moved from a legacy collaboration/meetings tool to Fuze. We met some real resistance when internal users were concerned about how the changes could make external customers uncomfortable, but all of those challenges were very solvable and short term concerns.

Alternatives Considered

8x8 X Series (Formerly Virtual Office), 8x8 Contact Center, RingCentral and Vonage Business Cloud

8x8 has a solid platform, an all in one solution, and great support. We chose Fuze over 8x8 based on cultural fit and the clear desire to continue to build and to innovate at Fuze. That matches well with the modernization and transformation we're undertaking within our business at the same time. RingCentral didn't have a fully unified application. All features were available and similar in quality, but the experience wasn't fully integrated into a single pane. Vonage Business is clearly building in the right direction and through various acquisitions seems to have the right tools and functions around them. At the time, they simply hadn't proven that they could put those pieces together successfully and seamlessly just yet.

Other Software Used

GoToMeeting, Cisco Webex Meetings, Zoom

Likelihood to Recommend

Fuze has a very consistent and unified user experience for all features/products within a single application. The experience is identical for all users regardless of the region. The tool is very intuitive and simple to learn.

One feature enhancement is alignment on ring capabilities so that all 3 points of presence are aligned. For example, when I silence the ring on one of my devices, the ring should be silenced on all devices at the same time. Very often, I'm working at my desk with a desk phone, desktop application, and mobile phone. Often, even in a meeting. I would like to Reject the call on a single device and have that carry over to all other systems.

The other feature I'd like to see is tighter Office 365 integration with meetings scheduled in Fuze. Specifically, I'd like for the Fuze meeting scheduler to create the event within Office 365 at the same time it's being scheduled in Fuze.

Unifying All Global Communications in a Single App

Modules Used

Overall Satisfaction with Fuze