1. Home
  2. VoIP Providers
  3. Fuze Reviews
  4. User Review of Fuze
Multiple Remote Locations - Fuze Voice Review
Updated April 25, 2019

Multiple Remote Locations - Fuze Voice Review

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

Modules Used

  • Voice

Overall Satisfaction with Fuze

Contacting Fuze for support is difficult to do - both via their community site and as a logged in customer. This area needs to be streamlined along with documentation availability.

Recent updates have greatly improved notifications from developers and allow for updates to be anticipated.
Implementation should always include a great understanding of what functionality is needed - recent updates have improved many areas of Fuze.
Fuze Voice is being used across our organization for its meeting, soft-phone, and messaging capabilities.
  • Fuze is open to feedback that directly impacts and implements feature requests made by customers.
  • Recent updates have increased functionality.
  • Ample notice of upcoming updates reduces downtime and allows for user notifications.
  • Support and documentation can be difficult to access. Status page is helpful however finding configuration and how-to documentation for non-admins is difficult.
  • Consistent soft phone and mobile device UI.
  • Difficulties answering calls from soft phone - could cause calls to be missed.
Fuze provides both PBX and messaging capabilities - cost may not make it ideal for all use cases however it should be considered.
Fuze functionality is somewhat limited when compared to other offerings. Recent updates have taken into account feedback that has been provided to team and has increased usability and features. Incoming calls and screen sharing UX improvements have been appreciated! While still difficult to reach support the recent updates have made the over use of the application better! Keep up the good work!

Fuze Feature Ratings

5.0
Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
6
User templates
Not Rated
Call reports
3
Directory of employee names
3
3.0
Answering rules
5
Call park
2
Message alerts
2
6.0
Video conferencing
5
Audio conferencing
7
6.0
Mobile app for iOS
6
Mobile app for Android
6

Using Fuze

75 - Business functions include our headquarters and remote employees - soft phones or cellular device applications are used. Very few desk phones used except for executives and conference rooms.
5 - PBX knowledge is ideal as there are some configurations needed related to business hours and call routing depending on needs.
  • Remote Phone
  • Call Routing
  • Business Hours
  • Messaging
  • Hosted Conferences
  • Screen Sharing
  • Expand to additional users.
  • Leverage conference calls capabilities across entire organization.
Fuze is accomplishing the PBX, remote phone, and messaging option needed by organization. In the event other options (Skype) were more cost-effective to add phone numbers, it may be considered.

Evaluating Fuze and Competitors

Not Sure - Fuze didn't replace any application - it was a deployment based on business needs.
  • Price
  • Product Features
Capabilities allowed up to select Fuze however price/user also was a factor.
Better consideration on what all was needed by the business as implementation has changed somewhat since it was deployed.
  • Eased remote management of calls.
  • Allows for remote locations to have communication via soft phone.
  • Messaging capabilities allow entire team to more easily communicate.

Fuze Support

ProsCons
No escalation required
Slow Resolution
Poor followup
Not kept informed
Difficult to get immediate help
Not Sure - Unsure if there is an additional cost for support.
Yes - Have attempted to submit bugs however locating how to contact support is extremely difficult to find. While being an application admin, I typically submit the issue to my colleagues who take care of it.
Recent UI/UX updates along with receiving notifications for updates has been a great improvement!

Using Fuze

User experience and usability to easy - admin access for call routing and etc need to be improved. Recent UI/UX changes can make it difficult to answer a call when both soft phone and mobile device are ringing if you prefer to answer from soft phone.
ProsCons
Like to use
Easy to use
Well integrated
Inconsistent
Feel nervous using
Lots to learn
  • Recent UX improvements have made application easier to use and more consistent between desktop and mobile device versions.
  • Website is easy to setup, change, and maintain for end users however a bit complicated for admins.
  • Specific user to send/receive faxes, wish it was integrated with user accounts.
  • Admin roles can make it a bit cumbersome to setup user accounts.
Yes - Recent UI updates have greatly improved - all having occurred since December 2017. There is definitely still some work to be done however things have improved!

Upgrading Fuze

Yes - With Fuze being cloud-based there was no noticeable down time to team.
  • Updated conference call windows and capabilities.
  • Updated and improved UI/UX!
  • Additional features - specifically easier to control call handling between soft phone and mobile device.
  • Integrate fax capabilities with user accounts.