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
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?
No
Are you happy with Fuze's feature set?
No
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?
No
Would you buy Fuze again?
No