It does the job
Updated August 14, 2020

It does the job

Nicholas Cawein | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Messaging

Overall Satisfaction with Fuze

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.
  • Making calls
  • Instant messaging
  • User interface
  • Super heavy on resources
  • Mostly email communication for support
  • Admin portal is lackluster
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.
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.
Fuze has had consistent site availability as opposed to the selected provider. Their portals were down 90% of the time even before implementation.
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.

Fuze Feature Ratings

Call reports
Directory of employee names
Answering rules
Call park
Message alerts
Mobile app for iOS