My Fuze Review
August 26, 2020
My Fuze Review
Score 8 out of 10
Vetted Review
Verified User
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.
- Skype for Business (formerly Lync) and MiCloud Connect (formerly ShoreTel)
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!
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!