Fuze and Me
August 16, 2021

Fuze and Me

Dan Hamilton | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

We recently migrated away from the Fuze platform. It had originally been our contact center, collaboration, and telephony stack all in one.

Pros

  • The mobile app was delightful to use.
  • The GUI of the Windows/MacOS app were very intuitive.
  • Meeting quality was great.
  • Audio quality was phenomenal.

Cons

  • [In my experience,] customer service was bad. Might as well have been the Russian scammers from a Capital One commercial.
  • The contact center is a little more cumbersome to manage than the rest of the platform and is rebranded as InContact.
  • Had some SERIOUS billing/account management issues.
Not implementation per se, but the technical data needs and paperwork needed for us to simply buy new numbers felt like a bit much. It slowed our growth into a new building by a couple of weeks.
I've used or reviewed Zoom, Ring Central Fuze, MS Teams, GoTo Meetings, and CallTower.

Do you think Fuze delivers good value for the price?

No

Are you happy with Fuze's feature set?

Yes

Did Fuze live up to sales and marketing promises?

No

Did implementation of Fuze go as expected?

I wasn't involved with the implementation phase

Would you buy Fuze again?

No

For the price, I find It really hard to recommend Fuze. It certainly was easy enough to manage, but not as easy as others, especially given that we are now paying less for better overall service/product from a competitor.

Fuze Feature Ratings

3.0
Hosted PBX
2
Multi-level Interactive Voice Response (IVR)
2
User templates
4
Call reports
1
Directory of employee names
6
2.5
Answering rules
3
Call recording
1
Call park
1
Message alerts
5
5.0
Video conferencing
5
Audio conferencing
5
8.0
Mobile app for iOS
8
Mobile app for Android
8

Comments

  • Brittney Kelsey | TrustRadius Reviewer
    Brittney Kelsey
    (Vendor Representative) commented 4 years ago
    Hi Dan, Thank you for taking the time to post your feedback. We're sorry to read that you've had a poor experience with customer service and the product. This will be shared with the team so we can make improvements in the future.

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