Item: Fuze
Rating: 8
Author: Dominic Yu (He/Him), CISSP, PMP

Overall Satisfaction with Fuze

Use Cases and Deployment Scope

We selected Fuze to replace our old telecom infrastructure with their hosted Cloud VoIP solution for all our North America locations. The Fuze service was used in parallel with Polycom handsets, softphones, and mobile app. We also integrated Fuze calling with our Salesforce.com implementation. We did not use the Fuze IM feature and continued to use MS Teams for collaboration.

Pros and Cons

Pros

Fuze integrated nicely with Salesforce allowing call activity to be easily logged into SFDC.
Fuze call reporting provided valuable insight into call activity and the history of individuals.
The Fuze softphone UI was clear and simple.

Cons

We left Fuze because they could not integrate with MS Teams as a direct routing partner.
Overall the monthly cost for the licenses and variable per minute dialing costs were too high.
IT administration was a bit confusing because of all the Admin consoles used for different administration tasks.

Implementation Rating

The Fuze implementation did a great job on boarding our company to the new system. While the number porting process was very complex Fuze was able to simplify the process to end-users making it appear seamless. At the end of our implementation, I recommend Fuze provide the customer a CSR of all the phone records to ensure the company names and addresses match up. A clean CSR is critical to the mobility of your company-owned phone numbers.

Alternatives Considered

Dialpad Talk, Microsoft Teams and (EOL) Cisco Cloudcenter

Fuze proved to be a great solution and quite the improvement from our XO phone platform we moved away from. Fuze as a cloud solution allowed us to transition to a remote work environment very easily. Fuze reporting provided valuable insight into the call activity of sales reps. MS Teams proved to be too convenient as a UCaaS solution and took us away from Fuze.

Key Insights

Do you think Fuze delivers good value for the price?

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?

Other Software Used

KnowBe4 Security Awareness Training

Likelihood to Recommend

Fuze is a great solution with quite reliable voice quality when used with QoS. Fuze is a solid replacement for an old landline phone system with 200-500 users. As a direct routing partner for MS Teams Fuze was too expensive. I hope they are able to adjust their pricing model.

Fuze Feature Ratings

Comments

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Fuze VoIP

Modules Used