Item: Fuze
Rating: 7
Author: ANTOINE FOREMAN

Use Cases and Deployment Scope

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.

Pros and Cons

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.

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 Rating

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.

Implementation Rating

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.

Adoption

Most of the organization, especially the executive and management staff, enjoy the ease of Fuze. Everything is pretty straight forward as far as using the phone. Many really love the mobile phone app. The only thing that they had to get used to was:

1. Not dialing 9 to get an outside line.
2. Pressing the send button to activate the call from a desk phone.

Alternatives Considered

Five9, Avaya Business Communications Manager (discontinued) and Genesys PureConnect

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.

Other Software Used

Five9, Genesys PureConnect, Avaya Business Communications Manager (discontinued)

Likelihood to Recommend

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.

Don't be scared to light this Fuze!

Modules Used

Overall Satisfaction with Fuze