Item: Fuze
Rating: 8
Author: Joseph Gusmeri

Overall Satisfaction with Fuze Voice

Support Rating

I had mentioned this earlier. We really have to stay on top of the support organization to get things done in a timely manner. We can go days without hearing anything back and sometimes we get responses to our issues after business hours when there is nobody able to assist.

Implementation Rating

Our initial implementation went a bit rocky but the implementations after that were very solid. Getting a PM that knows the show is key.

Use Cases and Deployment Scope

We use Fuze Voice for our whole organization. Our initial implementation was approximately a year ago and now we have approximately three times as many users and users in other countries, all on our internal system.

Pros and Cons

Pros

After a learning curve the implementation is very smooth now
The call quality is very good
The reliability is significantly better than our previous provider

Cons

The support organization has a significant issue with responsiveness and meeting expectations of request levels. We open a request with a 4 hour response and won't hear back for days. We really have to stay on top of the support organization.

Alternatives Considered

Vonage

Fuze is hands down a better product. The Vonage phones rarely worked, the billing was incorrect, and the portal was like trying to navigate a Congo jungle with your eyes closed.

Other Software Used

Fuze

Likelihood to Recommend

It is well suited for organizations that do not want to be in the phone business. If you are looking for a phone system that does not require you to be a phone expert, or support a phone system, this is it.

Our end game in implementing Fuze was to 'get out of the phone business'. We're almost there in about a year.

Fuze Feature Ratings

Comments

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Lexitas Growing with Fuze Voice

Modules Used