If you want a phone then Fuze is not the answer

You have to go back and forth with the support team numerous times before you get a resolution. Most of their support team is offshore so English isn't their first language so you get the language barrier as well. Then you ask the CSM or Account Manager (AM) for assistance and they are pretty clueless as well. Fuze needs more employees who actually know how a phone system works.

Fuze is fairly easy to implement. If you are needing their help then good luck. You are better off implementing on your own unless you actually get a good project manager from Fuze that can assist. I was lucky enough to get a good one when we implemented some extra sites.

There are other systems in the industry like inContact or NVM that are the Cadillac while Fuze is that old beat up Ford Pinto. There are so many contact center capabilities that are missing with Fuze. Now I see why Fuze is the joke of the industry among my peers. They don't listen to the customer for product ideas or enhancements. If you need a system that can work with Salesforce then look elsewhere.

Fuze is not scalable for our organization. It doesn't work with Salesforce like other products. Their support team takes days to answer inquiries. If you call their support team they just open a ticket for you so calling is pointless. They don't have a chat option for support. Their Account Managers and CSMs don't know contact center technology but are always trying to upsell you. We've provided their senior leadership info about their lackluster performance but Fuze doesn't care to improve. We provide product enhancements that either get ignored or takes months to even be considered.

The Fuze configuration is too limited. We've had to either use Fuze developers or own in house dev team to code items that we wanted done like local presence dialing and call routing based on Salesforce account or case ownership. The IVR is very basic which may be good for some but we needed a more in depth IVR.

You have to rely on the Fuze app. Fuze needs to be able to work seamlessly in Salesforce to be able to compete with other vendors. Basically, they are great for UcaaS but less than desirable for CCaaS. It's like they are 20 years behind. Overall, Fuze is very easy to use and to get up and running. Not the best solution if you have multiple teams with complex IVRs.

It's easy to get Fuze across multiple sites and departments. It's not scalable for Salesforce due to lack of functionality

We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you.

Fuze works fine in the office but for remote users on wifi Fuze is sketchy. The Fuze app bogs down the end user PC or Mac. The app is very heavy.

The Salesforce integration was very easy to set up

Typical company, they want your money so they sell you the stars in the sales process

After they have you sold they don't work as hard to keep your business. They say one thing but do another. They provide you an Account Manager and CSM who are typically not knowledgeable in phone systems.