Fuze VoIP (Not for those who are expecting good support and 24/7 update)https://www.trustradius.com/voipFuzeUnspecified7.71231012017-08-07T21:52:45.022Z
August 07, 2017
Fuze VoIP (Not for those who are expecting good support and 24/7 update)
Score 1 out of 101
Overall Satisfaction with Fuze
Support is the worst part of the entire fuze product. It is lacking in many ways. They are slow to respond and there is also a major lack of knowledge and communication. There is no amount of words I can use to express my frustration with how terrible the support is from fuze.
The cut over to the fuze system went well and was planned out. One of the bigger issues we had was with the Cisco hardware and a last minute change we had to make to Polycom phones.
Fuze is being used organization wide across 20 or so companies. Being a cloud based company, Fuze allows our workforce to have greater mobility. They no longer need a direct connection to our network as they can access their extension and voice mails via mobile app and desktop app. Fuze has also made it easier for the IT department to deploy and set up new sites as we no longer need MPLS connections back to our data center or any routing. (Only Internet is needed). Fuze has also simplified the management of our phone system from our old Cisco VoIP system. We no longer need a Cisco network engineer as the fuze portal allows our helpdesk and level 2 support staff to update things such as call queues.
- Simplifies management of VoIP. A Cisco network engineer is not needed to run/maintain the system.
- This system is much cheaper to run than on prem PBX/VoIP.
- Customer Support is non-existent. Support staff isn't knowledgeable or capable of doing their jobs.
- I'll mention it again, SUPPORT SUPPORT SUPPORT.
- Support staff rarely contacts customer or will leave issues unresolved for weeks or months at a time. There is a major lack of communication not only within Fuze but with their customers.
- Billing can also be an issue. It is very hard to keep track of active accounts with a service tied to them (especially with our turnover rate).
- The fuze portal isn't always user-friendly, this is most noticeable on the call flows sections. Our company has multiple call flows, ring groups, and menus that make this page very hard to navigate. On this same note, finding available extensions for new hires is also a hassle on the portal.
- Fuze Fax is completely unreliable and fails frequently without any explanation.
- Call reporting is lacking. GUI is hard to use and it is hard to find the reports needed.
Simple parts of the platform have been widely adopted such as using the phones on mobile app and desktop apps. We have struggled with the adoption. We use call queues and lots of our users have issues with logging in, out, pausing, and un pausing. Managers also have a hard time managing this and keeping track of the queues.
Fuze Feature Ratings
We are using fuze for many different business functions. We have 25 different companies ranging from property management, transportation and logistics, freight brokerage, and even a golf course. One of the heavily used features is the call center and call queues. We also use auto attendant.
5 - The system frequently has problems. To support it a tech must have knowledge of how VoIP works, QoS rules on routers, and a extreme amount of patience when dealing with Fuze tech support.
- Our company has 1000+ company drivers and we would like to integrate Fuze into the mobile devices in all the trucks to give our drivers better access to our company staff.
Evaluating Fuze and Competitors
Yes - On premises Cisco PBX. Fuze replaced this product as it's cost to implement and maintain was significantly cheaper than the old cisco system. From an IT support and management view, this system is much more simple and easier to maintain daily.
- Product Usability
- Positive Sales Experience with the Vendor
Price, this system was significantly cheaper than the prior one.
Knowing what I know now, I would look for better support guarantees with Fuze and would have put more time and effort into evaluating other cloud manged VoIP products.
Yes - First a cutsheet was created of all #s to be ported. Then we ported #s based off of office location.
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No - This is a new feature that Fuze wasn't offering when we originally signed on with fuze. The support was terrible to begin with and got even worse when they created the "Pay for Premium" option. I can't imagine paying for the support we currently get and really hope there will be a noticeable difference if we ever do decide to pay.
If were just talking about using the system (Deskphone, app, desktop app) the system is fairly easy to use. As an administrator it can be much more difficult.
Like to use
Easy to use
Feel confident using
Requires technical support
Not well integrated
Lots to learn
- Setting up call flows and menus
- Creating user accounts and assigned extensions
- Setting up voicemail
- Call queues
- Call forwarding
- Updating caller ID names and finding un-used extensions.