Good experience with Fuze
October 15, 2021

Good experience with Fuze

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

Modules Used

  • Voice
  • Video
  • Messaging
  • Collaboration
  • Contact Center

Overall Satisfaction with Fuze

[Fuze is being used] across the whole organization, mainly in sales as the back office tends to be using Fuze more often now. It provides a platform for all of our sales staff to communicate effectively with candidates and clients across the business. [Fuze] also allows the use of meetings and instant messaging. We utilize call monitoring for effective coaching when managers want to do this with new starters in the company.
  • Customer Service.
  • Listens to customers for new ideas.
  • Ability to call monitor.
  • Portal could be more intuitive and easier to use.
  • It's cumbersome to install files on the Fuze desktop.
I wasn't around when Fuze was actually implemented. However, I have managed services since joining the business and have implemented some features such as call monitoring.

Do you think Fuze delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Fuze again?


Fuze provides a great platform for a large number of users to communicate effectively with candidates and clients. It also provides good meeting functionality and the ability for managers to report call times and usage is a very helpful tool, particularly in sales. The Hub is becoming more intuitive and hopefully, the portal will follow in the future.

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
Video conferencing
Audio conferencing
Mobile app for iOS

Using Fuze

2000 - Sales primarily, also including back-office functions such as IT, HR, Marketing, and Finance.
15 - Our IT Service Desk and Infrastructure teams support Fuze for our sales users. This can include management in the Hub or portal including amending details such as call flows, call monitoring, dial plans, and extension configuration. Our in-house support often troubleshoots Fuze issues by trying to come to a timely resolution.
  • Calls with clients/candidates for sales users.
  • The call monitoring feature enables managers to monitor trainee calls, in order to educate and train on those calls.
  • The Fuze chrome add-in allows users to click a number in Salesforce which directly dials the number straight from the Fuze desktop.
  • Fuze call menus for our main office lines. It provides an IVR system, which is great to direct the call to the correct recipient.
  • Fuze Connect - able to log calls from Fuze straight in to Salesforce.
  • Fuze meetings for our end of month company calls.
  • Integration with Teams - hoping that Fuze can integrate seamlessly with Teams
Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.

Evaluating Fuze and Competitors

  • Product Features
  • Product Reputation
A couple of the main reasons we decided to proceed with this purchase were that Fuze has a good reputation and because of the product features offered at the time. The product features especially appealing to the business included call monitoring for training sales staff, call flows and ring group configuration for call management, and call tracking analysis which allows us and managers to monitor team performance.
I myself was not actually part of the evaluation and selection process as Fuze was already in place before I joined the business. However, if I was to look again I would look for products and features which fit the business needs and also value for money, which I believe Fuze offers.
  • Assisting sales staff with reaching their call targets
  • Assisting managers with monitoring/training new trainees

Fuze Implementation

  • I was not involved in the implementation process.

Fuze Training

Personally, I was trained by our in-house IT support team, which made it take a little while to pick up. It was more difficult in the earlier days as a lot of things are now moving over to the Hub.

Fuze Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Yes - Every time a Fuze bug has presented itself, the issue is normally resolved in a timely fashion. However, there have also been a couple of occasions where the issue has dragged on for a little longer than we would've liked.
When I was new to the configuration and needed to set up main call menus for our offices, our technical account manager was extremely helpful in assisting me and guiding me through this process by telling me what to do/what not to do. This was brilliant support. The support team went the extra mile to make sure I fully knew the process.
In my experience, Fuze's support has always been very good and reliable. Their responses are usually quick and informative. My relationship with our technical account managers is very good and they are always happy to help with questions I have.

Using Fuze

Like to use
Technical support not required
Feel confident using
Not well integrated
Lots to learn
  • General desktop use - messaging/making calls, etc.
  • Checking call times in Fuze Data
  • Starting Fuze meetings
  • Navigating the portal - the system is a bit cumbersome and outdated. It could be more user-friendly.
Yes - It works well in my experience. [The mobile interface is] very similar to the desktop app and provides similar functionality including call monitoring. It utilizes single sign-on and links with the authenticator app.
[I gave it this rating because you] can use Fuze across multiple platforms and its general use for calling/messaging is very easy and straightforward. Navigating the portal system for backend user configuration is a bit cumbersome and not the most user-friendly, however, a lot of things are now transitioning to the Hub which is a lot better to use from my perspective.