Good experience with Fuze
October 15, 2021
Good experience with Fuze
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.
Do you think Fuze delivers good value for the price?
Not sure
Are you happy with Fuze's feature set?
Yes
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?
Yes
Fuze Feature Ratings
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
Evaluating Fuze and Competitors
Not Sure
- 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
- no 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
| Pros | Cons |
|---|---|
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 | None |
Unsure
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.
Using Fuze
| Pros | Cons |
|---|---|
Like to use Technical support not required Feel confident using | Not well integrated Cumbersome 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.