Item: Fuze
Rating: 9
Author: Cengiz Eris

Use Cases and Deployment Scope

Fuze is being used with SalesForce--it is very useful to replace traditional desk phones. It is useful for home office and you can take your phone anywhere you want. Also you can download an Android or iOS app of Fuze to take it anywhere you like.

Pros and Cons

Gives you mobility
Supported on iOS, Android and Windows
Good connection without problems

Android app needs a bit improvement--notifications not working well

Key Insights

Do you think Fuze delivers good value for the price?

Yes

Are you happy with Fuze's feature set?

Yes

Did Fuze live up to sales and marketing promises?

Yes

Did implementation of Fuze go as expected?

Yes

Would you buy Fuze again?

Yes

Support Rating

So far I haven't had to contact Fuze support, before migrating to Fuze, I did several tests and called colleagues from different parts of the world. The Asia Pacific region and U.S. region calls worked seamlessly. No latency observed; also, I did not experience any down time during my time with Fuze.

Usability

Very easy to use. You log in with your organization credentials. You can choose which device you want to use it on. If it needs to be embedded to SalesForce, then you have to stick to Windows. As for mobile units, you can install it on iOS or Android and make calls easily.

Implementation Rating

For help desk teams, it is embedded to SalesForce. Call recording and call report functionality work totally fine. No issue observed also on iOS or Android units. There were some notification issues on the Android Fuze app that should be addressed. However I have to say that Fuze works just fine and seamlessly in my case.

Adoption

There were some obstacles when we were migrating from desk phones to Fuze. People are used to picking up the phone using a desk phone. Before COVID we already started to install and migrate to Fuze and it gave us great mobility. After COVID, adaption was so quick and we managed home office work very easily.

Likelihood to Recommend

I believe Fuze is extremely beneficial for call centers, help desks, and technical support teams. It gives you great mobility, you take your phone anywhere you like. It supports all environments, which is great. You can use it on iOS, Android, and Windows environment. Sound quality is always great without latency.

Fuze gives you great mobility

Modules Used

Overall Satisfaction with Fuze