Item: Fuze
Rating: 10
Author: Ralph Nomorosa

Overall Satisfaction with Fuze

Use Cases and Deployment Scope

Fuze is our VOIP company-wide. Sales, Customer Success, and External Customer Support are all using it with the integration of SalesForce. Each department uses it, we in IT use it to get ahold of our employees if needed as we have employees working remotely (UK, US, Canada, South America, and Vietnam). I believe the problem it addresses for businesses is how you can get ahold of your employees during this pandemic because sometimes hearing something through messaging or emails are not enough. During COVID, Fuze allows you to get ahold of your employees just to make sure they are okay and if there's anything you can do to help them out.

Pros and Cons

Pros

Fuze is really easy to use even if you've never used a VOIP system.
You can easily connect your cellphone number and Fuze number together to make it feel like a regular phone call.
Fuze support is very helpful and will reply to us as soon as possible.

Cons

I want to have the ability to block out numbers especially if they are from automated telemarketers.
The option of having caller ID, although it does show where the call is coming from
On mobile, if my phone was silent the ringer turns on automatically on its own

Support Rating

Fuze support has been great for us, they tend to reply on the same day, depending on the time our issue was sent out, obviously. So far all of the Fuze cases have been resolved. We were very satisfied with how well they were able to answer and explain the problem.

Implementation Rating

The Fuze implementation has been great for us. At the start, integration was not done well but we were able to fix the kinks along the way. Highly suggest turning on SSO on Fuze so users don't need to remember a separate password which is difficult at times.

Alternatives Considered

Microsoft Teams, Skype for Business (formerly Lync) and RingCentral

They all have different usages, Fuze makes it feel like we are using a phone even if we use it from our laptops. We also wanted to have one centralized VOIP system, for example, we have Webex as our meeting system and Slack as our instant messaging system. Definitely much cheaper than RingCentral and has better reliability.

Other Software Used

Slack, Cisco Webex Meetings, Microsoft Teams

Likelihood to Recommend

In our company, Fuze is used for a variety of things such as sales calls, customer support, and reaching out to internal employees, especially those who are working remotely. Obviously, since Fuze is a business VOIP this should not be used for personal calls or they probably don't want to keep giving out these numbers for personal use.

Fuze Feature Ratings

Comments

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Fuze is great--don't hesitate!

Modules Used