Item: Fuze
Rating: 10
Author: Wendy Wilcox

Use Cases and Deployment Scope

Our whole organization uses Fuze. We have in-office personnel and work from home. If we have an issue, they provide 3 different options to make and get phone calls. We have used all 3. When the pandemic hit in 2020, we had everyone working from home in 1 day. It was amazing, and all due to the fact that we are using Fuze. Their products are super easy to install, order, and change.

Pros and Cons

Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.

Not sure on these questions. The 3 main products we use (phones, desktop and mobile app) all work great and we use all 3 every day. We even installed the click to dial so my users can click on a number in Chrome browser and they don't even need to use their hands. And when Chrome service goes down, they all forget how to dial by using a finger. It is rather funny except for all the calls I get.

Implementation Rating

In 2017 we implemented Fuze. I have 40 people remote and 40 in office. I ordered all the phones, and they came when promised. I shipped out the other 40 after getting our settings on them. We imported all phone numbers from old carrier. We added 100 new numbers. Fuze engineer and my engineer made all the VOIP changes on server. I was in charge of getting every user able to use their phone. It was a huge project and it came off without a hitch. The team at Fuze knows how to prepare for a huge install.
My manager was freaking out about the whole thing, but I personally felt so confident. The day we went live was very smooth.
Our business is making calls. My whole upper management was pins and needles wondering if I could handle this large project. Fuze was with me the whole time, and I was not stressed much at all. The biggest stress was getting my users to figure out the difference between router and modem.

Alternatives Considered

We have had several vendors try to get our phone business, and I have always given my opinion to management why we need to stay with Fuze. Customer service is wonderful and the support staff puts up with me and they are very helpful. We use another company to do our dialing campaigns. Not sure why, but I think the reason was Fuze didn't offer that service.
Fuze from the beginning appealed to our business due to the fact that it seemed so easy to use and manage.

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

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Application Server, Microsoft Azure

Likelihood to Recommend

We are a commercial collection agency involving sales and collections. We can control our call flows depending on if the incoming call is from Collections or Sales; control how our outbound caller ID shows. We can easily block calls if a debtor is getting irate. We can add or remove the inbound message to suit our needs. You can easily change your personal voicemail. You can have your manager easily pull any call or listen to another user's voicemail if they are out or on vacation. You can easily forward your phone to your cell or add the mobile app on your cell so all calls are recorded. It is just wonderful and we use it ALL.

Best Product this Century

Modules Used

Overall Satisfaction with Fuze