Fuze VoIP (Not for those who are expecting good support and 24/7 update)
August 07, 2017

Fuze VoIP (Not for those who are expecting good support and 24/7 update)

Mikey Romero | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Voice

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.
Fuze voice was our choice because of the cost. It was much cheaper than most competitors.
Fuze is not well suited for larger organizations that rely on phones to be available 24/7. We have constant issues and it is very hard to get a knowledge support engineer's assistance in a timely manner.

Fuze Feature Ratings

Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Message alerts
Video conferencing
Audio conferencing
Mobile app for iOS
Mobile app for Android

Using Fuze

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.
  • Call Queues
  • Auto Attendant
  • Automated after hours.
  • Fuze allows our workforce to be mobile and work from any location
  • 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.
We have had constant issues with Fuze support. This has us counting down the days to our contract expiration and we have been evaluating over VoIP providers

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.
  • Price
  • 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.
  • We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
  • This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.

Fuze Implementation

  • Vendor implemented
  • Implemented in-house
Yes - First a cutsheet was created of all #s to be ported. Then we ported #s based off of office location.
Change management was a major issue with the implementation
  • Not all of our Numbers were ported
  • Some numbers were ported incorrectly causing us to loose the #.
  • All fax lines were incorrectly ported and never assigned a service, causing them to not function at first.

Fuze Support

Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
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.
Yes - No, most these issues go unresolved and still are.

Using Fuze

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
Relatively simple
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.
Yes - The mobile interface is an app available via iOS and Android that gives you full functionality as if you were using your desk phone.