Item: Fuze
Rating: 5
Author: Nicholas Cawein

Use Cases and Deployment Scope

Fuze is being used in most of our departments outside of sales. We use it for making and receiving calls from and to clients and other third party organizations. It addresses the internal issue of instant communication between colleagues as well as allows internal employees to see if others are available or not.

Pros and Cons

Making calls
Instant messaging
User interface

Super heavy on resources
Mostly email communication for support
Admin portal is lackluster

Support Rating

I prefer when a company communicates verbally through the phone as it allows for the fastest resolution time as well as realtime troubleshooting. I also gave that rating because some of the representatives have heavier than normal accents that make it very hard to understand over the phone conversations. I will say that the representatives are somewhat well educated on the product or have a good knowledge base to reference back to.

Implementation Rating

I never implemented Fuze into our organization so my answer is very limited. I will say however I tried to flash a vvx 500 hardphone to communicate with Fuze's SIP server however, there were a few issues taking place like failed communicating or lines being unregistered. I was able to get it resolved when I was able to verbally communicate with support but that was after 2 weeks of emailing back and forth.

Adoption

Fuze wasn't really adopted by our end users we basically told them that is the form of communication our organization will use and they either love it or hate it. With that said, our sales department did not like Fuze as a solution and opted to have HubSpot as their mode of communication.

Remote Working with Fuze

Not working from home anymore. Used Fuze phone, instant messaging and meetings - we relied on all of the available Fuze features listed.

Alternatives Considered

CenturyLink Communications Outsourcing

Fuze has had consistent site availability as opposed to the selected provider. Their portals were down 90% of the time even before implementation.

Other Software Used

Adobe Acrobat DC, Notepad++, KeePass

Likelihood to Recommend

Fuze seems like it would be best suited in an environment where employees are working remotely and would like to instantly communicate with each other as well as seeing employee statuses (away, busy, etc). Fuze does not seem very suitable where there is open communication within a finite area. I think Fuze is not bad in comparison to other phone systems like CenturyLink control center (awful experience). I also think Fuze can be pretty expensive so I think it is less appropriate with smaller businesses.

It does the job

Modules Used

Overall Satisfaction with Fuze