My Fuze Review
August 26, 2020

My Fuze Review

John Dennis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

Fuze is used at multiple locations throughout our company, as well as other divisions owned by our parent company. We had a directive from our corporate office to utilize a single communications platform while allowing the flexibility to meet the many individual needs of multiple divisions around the globe. Our user-base, in particular, has high expectations for phone systems due to having been exposed to more advanced systems in the past. As a result, we wanted something that offered a large variety of features and capabilities.
  • Software clients available on a variety of platforms.
  • Regular updates with useful new features.
  • Support staff is well trained and responsive to customer issues.
  • Android and iOS apps do not always handle disruptions from other phone activities well. Inbound phone calls and changes to Bluetooth connections (earpiece to car, for example) can foul up an ongoing meeting.
  • We would love the ability to easily move calls between devices -- Software to desk phone, desk phone to mobile client, etc. Fuze has made some improvements in this area, but there are still a couple of missing pieces.
  • The Fuze Meetings module is still a bit behind the major players like WebEx, Zoom, etc., in features and general usability.
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
Implementation can be a painful process, no matter what system you choose. Fuze offered, overall, a proactive and well-planned approach to the implementation of their services. There were, of course, some tasks that required last-minute attention, but we did not suffer through days, or even hours, of time without a functioning phone system. Desk phones were pre-configured and ready to plug in. User accounts were ready for use. Training materials were available ahead of time and offered a good base of knowledge.
In general, the Fuze Voice system was adopted quickly in our organization, despite some of them being jaded by a previous phone system transition that had its own set of flaws. Voice and Meetings services were actively used from day one with good success. While there is not much inter-division contact within our corporation, those users who do communicate with other divisions have appreciated the ease with which they can communicate.

The main struggle has been getting users to actively use the Fuze Desktop client. Many are simply comfortable with picking up a handset and dialing an extension and prefer to leave their Desktop client unused. Unfortunately, this prevents full use of the Fuze platform's "presence" data, as well as rendering the Direct Messaging function useless.
Particularly in the current era of COVID-19 concerns, remote workplace capability has risen to the forefront of critical business needs! Because we were already on the Fuze platform, we already had every tool we needed to maintain 100% of our communication capabilities, even with the majority of employees not physically present in our offices.

There was zero effort required for me and the majority of our employees to be ready to communicate from home. Between the Fuze Desktop client, the Android and iOS clients, and various call-forwarding/follow-me options in the Fuze platform, we were ready to go from day 1 of the pandemic.

Video calling, while not widely used in our corporate culture, is functional, efficient, and effective when utilized.
Our company has used three different phone systems during my time. It began with an on-premises system from Interactive Intelligence, Inc. (I3), which is primarily a higher-end call-center product. Due to a business relationship, we were able to utilize what would have been prohibitively expensive software at no cost. Functionality was, especially at the time, quite advanced and full-featured! It had many capabilities we have not seen in any phone system since.

Our next stop was with ShoreTel (prior to its transition to MiCloud), which was also an on-premises, MGCP-based system. While we lost quite a few features moving from I3 to ShoreTel, it was flexible enough for us to find workarounds for critical functions.

Fuze was our first fully cloud-based platform. We had a lot of concern in our user base that this transition would lead to a further reduction in features and capabilities. There was a small learning curve, as expected, but the transition was smoother than our previous system change, and users soon began to appreciate Fuze.

We saw greatly reduced downtime and support requirements on the IT infrastructure side of things. There were some growing pains as Fuze and ThinkingPhones worked through corporate integration, but overall it was a success!
Fuze is excellent where the simplicity of a fully cloud-based, turn-key solution is desired. There are plenty of options for customization, including an always improving Contact Center module to handle small-medium call centers without overly complex routing and IVR requirements. It is also well-suited for geographically disperse environments, and companies with a large number of adds, moves, and changes. Growing companies will appreciate the flexibility to increase from a handful of users in a single location to hundreds or even thousands of employees all around the globe without the need to migrate to a new system or replace expensive hardware appliances.

Fuze Feature Ratings

Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
8
Answering rules
7
Call recording
8
Call park
Not Rated
Message alerts
8
Video conferencing
8
Audio conferencing
8
Mobile app for iOS
7
Mobile app for Android
6

Integrating Fuze

BMC Track-It!, Microsoft Office 365, Wireshark, Notepad++, BeyondTrust Remote Support (Legacy)