A softphone solution that keeps teams connected, even when working remotely.
April 07, 2021

A softphone solution that keeps teams connected, even when working remotely.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice
  • Video
  • Messaging
  • Contact Center

Overall Satisfaction with Fuze

Fuze is the softphone program for all phone numbers in the company, we removed all physical phones from all desks and now all calls are routed to Fuze either on the employees' desktop, or through the Fuze mobile app on their personal cell phone. This has allowed us to practically eliminate corporate cell phones entirely.

We use Fuze for instant messaging between coworkers, video meetings, and conference calls. The ability to send a text message from your work phone number to any other phone number is a great feature that we use on occasion as well. We also use Fuze to route calls to our Customer Service Agents through Nice In Contact CXone.
  • Instant Messaging.
  • Phone calls through your desktop or mobile app.
  • text messaging from your desktop to any phone number.
  • Video Conference Meetings can at time be choppy.
  • Fuze Video meetings seem to use more bandwith than other video conference programs.
  • Does not fully integrate with meetings/calendar status through outlook.
The implementation went quickly and relatively smoothly. We transitioned from Skype for Business to Fuze, and the User Interface for Fuze is intuitive and easy to learn. There was a small learning curve especially for employees that are less tech-savvy, but with some tutorials from our IT department, everyone was able to get it working very quickly.
Fuze has been adopted well for most phone calls and communications. However, there are some organizations that continue to use other programs for project and team management such as Slack or Microsoft Teams.
Fuze does not have a community shared file section like MS Teams, so Teams has been better for that. We still regularly use Teams and Fuze, but of course for different things.
The feature to be able to make calls, text messages, or video conferences from your desktop or mobile phone is great. If there are times that I am away from my computer and someone needs to reach me urgently, they can still call my work phone number and my cell phone will ring through the Fuze mobile app. You can even silence this when you are out of the office or on a vacation.

This allows us to stay connected just as if we were in the office, or had a company cell phone.
Fuze is great for a smaller company that does not frequently meet with outside third parties. When meeting with third parties Fuze is not as well known as Microsoft Teams or Zoom, so one of those is usually preferred.
Fuze is a great softphone program that allows employees to instant message, text message and communicate form their web browser or a free mobile app to be able to make calls and send texts from their work phone number all from within the app.

Fuze Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
9
Answering rules
5
Call recording
8
Call park
Not Rated
Message alerts
8
Video conferencing
7
Audio conferencing
9
Mobile app for iOS
8
Mobile app for Android
8