It’s okay until you have an issue or try to leave
July 28, 2021

It’s okay until you have an issue or try to leave

Justin Lacroix | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

We first started using it as our phone system and for our call center. We had the collaboration and messaging set up as well, but barely used [them]. Their help desk was pretty good at first, but they got rid of their support to email in an issue and then you had to call in. So submitting a ticket with a screenshot was no longer possible. Extra steps in troubleshooting and took longer because you had to wait to get hold of an agent and then explain what was wrong to them. Their help desk only answered one of my questions in the 2+ years we were with them. We eventually moved on from their call center application as it didn’t meet our needs. They upped the cost on us shortly after and it became cost prohibitive to stay with them. We notified them of this well before the contract end date. When they billed us again the following month we protested and it almost came to legal action with what they claimed was an early termination fee. I enjoyed them for a bit, but with them acting the way they did at the end I can’t recommend them.
  • Kinda quick responses
  • Mostly stable
  • If you escalate to your account rep things get done very quickly
  • I like their portal, but they [have] two different portals and that’s annoying
  • Customer service
  • Shady business practices [in my opinion]
  • Let your admins email in issues
  • Only one portal for admins would be cool
  • More engineers to resolve issues
I wasn’t apart of the implementation, but I heard it was painful and a little rough. After I took over, I noticed lots of stuff half put together and not in use. I eventually went in and cleaned it all up, but it wasn’t the most fun process.
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.

Do you think Fuze delivers good value for the price?


Are you happy with Fuze's feature set?


Did Fuze live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fuze go as expected?


Would you buy Fuze again?


If you tell a vendor you’re cancelling services and they want to charge an ETF after the contract ends because it auto renews even though you told them you’re done with them, you should probably just stop and rethink your business. I did like that they were based out of Boston, kind of close to my corporate office. Their knowledge base is kind of helpful, but you always find the wrong stuff first and takes a while to find something for yourself. It’s an okay phone system unless you want call queues or ring groups. Their engineers are super helpful, but I think there aren’t enough of them.

Fuze Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS
Mobile app for Android