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Don't be scared to light this Fuze!
Updated July 20, 2021

Don't be scared to light this Fuze!

ANTOINE FOREMAN | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

We're currently using it as the executive or corporate phone system to replace our old Avaya PBX system. We've had it set up to also be able to communicate with our contact center side that uses a different system, so calls can be transferred over to that system as well.
  • It's cloud based, so you can access it anywhere. Works great for staff that works from home.
  • It can be used across different platforms. We use the desktop app, mobile app, or the web version, and they all work fine.
  • It can be linked if it has multiple locations. We have two locations in our city and are under the same center.
  • During the pandemic, this really help our company stay open the whole time.
  • Some configurations are not available, which causes it to be more limited than other systems.
  • Support is not always knowledgeable with some of the more common PBX issues.
  • The Contact Center Desktop app requires Java, and only uses an older version.
  • Support is sometimes oversees, so may reply to an issue we'll after business hours in the states.
Our implementation would have gone smoother if our implementation contact wasn't located overseas, and if the company that we needed to set up our SIP trunk communication was better, which failed probably due to the different in time zones. It took an additional month for us to complete implementation due to these issues.
Five9 is better as a contact center but can be used with Fuze if you want to combine it with a separate PBX type system. Avaya has more configuration options but is very costly when you need to setup or update hardware. Genesys gives you the best of both worlds, but the startup is very expensive if you're a small to medium business.

Do you think Fuze delivers good value for the price?

Not sure

Are you happy with Fuze's feature set?

Yes

Did Fuze live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fuze go as expected?

No

Would you buy Fuze again?

Yes

Fuze is great for replacing an on-site telecommunication PBX system and can be done with a short amount of time, depending on how you need it setup. With the mobile app, you don't have to worry about forwarding your phone to another number, like your cell, or having to provide your personal cell number if you're out of the office frequently.

I wouldn't recommend it for a contact center solution because it can get pricey if you're a large business and everyone will be using desk phones. You also won't be able to access the desk phones' admin settings for specific configurations because it's not allowed with their service. If you're using the desktop app, then that can be an inexpensive solution for a contact center but is updated frequently, which can cause it to act unstable at times. In all, Fuze is a pretty solid system for a company that is small in size and/or doesn't mind depending solely on Fuze's support for small issues like adding a fax line without having a phone line attached to the user's account.

Fuze Feature Ratings

6.0
Hosted PBX
7
Multi-level Interactive Voice Response (IVR)
5
User templates
6
Call reports
5
Directory of employee names
7
7.3
Answering rules
6
Call recording
10
Call park
7
Message alerts
6
8.0
Audio conferencing
8
8.0
Mobile app for iOS
8
Mobile app for Android
8

Using Fuze

250 - We had the executives mainly using the phones, soft and desktops, as well as the conference lines. We had a receptionist using the contact center for transferring calls to the different departments and executives. We also had about 200 people using the eFax feature to send and receive faxes daily.
  • Soft Phones/Desk phones
  • User portal to check voicemail
  • Efaxing
  • Efaxing allows us to save paper and storage.
  • Was easily about to move employees remotely.
  • Users are able to use the mobile app while away from their cpu/desk, so they miss any calls.
  • Video Conferencing
Our company has recently been acquired by another company that currently uses a different system, so it depends on how well Fuze is able to integrate with the existing systems.

Evaluating Fuze and Competitors

Yes - Fuze replaced our in-house Zeacom/ Avaya system.
  • Product Features
  • Product Usability
We chose Fuze because of its ability to integrate with the Five9 cloud contact center system.
Would probably look into more products, Fuze probably would still be in the top.
  • We're we're able to stay open through the pandemic.

Fuze Implementation

  • Third-party professional services
Level3 and At&t
Yes - Phase 1- account config
Phase 2- Sip trunk install and setup
Phase 3 - Go live/port numbers
Change management was a major issue with the implementation - We had to extend go live date by 2 months due to delay with installation of SIP trunk, which held up a lot of the other changes we had scheduled.
  • Installation of SIP trunk

Fuze Training

Fuze Support

ProsCons
None
None
No. At the time of purchase, Fuze was for our smaller PBX user, so really didn't see the need for premium support. Plus, with having to replace our existing desk phones, cost was already pretty high. We also had very knowledgeable Telecom support in house, which a lot of the time was more knowledgeable then Fuze support.
Yes - Often time changes would be made to our domain that we didn't authorize or make internally. This was very frustrating when an issue comes up and you're having to find the fix and even support don't know what was changed to cause the issue. The mainly happened during updates. It seemed as if they loaded an older data profile file after updates were completed.
Being that we're a Health Insureance company, we have to keep our file indefinitely. We had our recordings setup to automatically download after each call. Sometime during the pandemic the job started to fail, so our calls stop downloading. Fuze provided us with a 1yr window to allow time for us to fix the issue and download all the back logged call recordings. We were very grateful for that!
Support is not always knowledgeable of telecommunication technology, which can cause a waste of time on consumer's end, as well as frustration depending on how severe the issue is. Also, not always in the country, which often causes a delayed response to submitted tickets as well as a delay in getting the issue resolved.

Using Fuze

ProsCons
None
None
  • Use of softphone
  • Efax
  • Voicemail checking through portal
  • Admin portal
  • Call recording automatic downloading
Yes
For most user, Fuze is very user friendly and easy to get use to. When it comes to the admin portal, it can be a little more challenging. There are also a lot of feature you unable to do as an admin that would normally be accessible. This cause the admin to have to rely on Fuze support, which could delay the resolution of a problem.