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Fuze Reviews and Ratings

Rating: 5.8 out of 10
Score
5.8 out of 10

Community insights

TrustRadius Insights for Fuze are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Fuze is widely used as a Unified Communications platform, offering voice, video, and text collaboration for offices and mobile users. Its cloud architecture and intelligent design ensure business continuity, even in the event of a primary circuit outage. With Fuze, organizations can address the distributed nature of their workforce by providing voice, call center, instant messaging, and teleconferencing capabilities throughout the organization. Users rely on Fuze as their primary means of communication, enabling 24/7/365 connectivity among employees in corporate offices, satellite offices, and work-from-home setups. During the Covid shutdown, Fuze proved invaluable as it replaced outdated phone systems and allowed employees to take their phones home and use them seamlessly as if they were in the office. Fuze's variety of features and capabilities meet the high expectations of users who have experienced more advanced systems in the past. It serves as a single communications platform across multiple locations and divisions within an organization, meeting the diverse needs of various divisions around the globe. Whether it's for collaboration, messaging, calling or replacing traditional phone systems, Fuze offers ease and convenience while addressing critical business issues such as managing multiple phone systems, supplier accounts, invoices, and call support problems. With its streamlined unified communications experience, Fuze has helped reduce telephony and conferencing costs while simplifying internal communications infrastructure. From remote meetings to contact center solutions and sales departments' communication needs, Fuze provides a reliable platform that improves productivity and builds stronger relationships with customers. Users appreciate how it integrates seamlessly with different devices like desk phones, computers, and mobile devices, streamlining communication processes and saving valuable time.

In summary, Fuze offers a wide range of use cases including voice calling, video conferencing, instant messaging for collaboration purposes within an organization or between offices and mobile users. It solves critical business problems by providing reliable connectivity among employees regardless of their location or setup. With its variety of features and capabilities, Fuze meets the high expectations of users who have experienced more advanced systems in the past. It simplifies internal communications infrastructure, reduces costs, and improves productivity by providing a streamlined unified communications experience. From contact center solutions to sales departments' communication needs, Fuze proves to be an invaluable tool that enhances collaboration and strengthens relationships with customers.

Reviews

116 Reviews

Fuze - a one stop solution for micro management teams

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

We use it along with our customer processing and support team to answer every segmented queries as well as sending out personalized messaging content to every user we have ever reached out to . The calling feature is something which we have also enabled for our internal communications because of its seamless and easier intergrations

Pros

  • Voice calling with anyone registered in the directory
  • Video calling with anyone registered in the directory
  • Messaging with anyone in and out of the registered directory
  • Insights about the entire workflow and the services offered for

Cons

  • The voice calling application is definitely not the best when it comes to selecting various user enhanced options and connectivity
  • The video calling feature can be equipped with modern day features from competitors like google voice , viber
  • The messaging needs to have seamless automation integration options for better and enhanced usage

Likelihood to Recommend

Fuze is best suited for internal communication sas it is perfectly synchronized for moderate scale communication channels and offering the features of exclusiveness. It definitely cannot be seen as a great alternative for replacing the modern day customer support chat bot and voice calling features offered by other peers in the industry

SG
Souvik Giri
Graduate Engineer Trainee in Product Management at Royal Enfield (1001-5000 employees)
Vetted Review
Fuze
1 year of experience
View profile

A great product

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Fuze is being used by the whole company. We tried to eliminate the use of hard phones and started asking users to use softphones.

Pros

  • Calling
  • Messages
  • Meetings
  • Screen sharing during meetings

Cons

  • Video calls
  • Conference meetings
  • Aesthetics

Likelihood to Recommend

Fuze is a great VOIP alternative. Its mobile application is also useful, especially when you are away from your machine. This helped us to not miss any important calls.

VU
Verified User
Supervisor in Information Technology (1001-5000 employees)
Vetted Review
Fuze
3 years of experience

Fuze VoIP

Rating: 8 out of 10
Incentivized

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

  • 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.

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.

DY
Dominic Yu (He/Him), CISSP, PMP
VP of IT and Business Systems in Information Technology at Rand Worldwide (201-500 employees)
Vetted Review
Fuze
2 years of experience
View profile

Fuze works

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Fuze was used in our organization to quickly allow us to call using our landline and our computer. It was also used to check voicemail and keep recordings of our conversations.

Pros

  • Call recording.
  • Voicemail transcription.
  • Click to call.

Cons

  • Click to call was not always working.
  • Transcription was not always correct.

Likelihood to Recommend

I think the best scenario is for a company using a VoIP phone system that wants transcription and click-to-call opportunities to help their sales teams quickly call opportunities. Maybe less for a small company that has a few employees. If a company is using software calling systems that don't require a physical phone it may not be something that works as well.

NN
Nathan Newman
AE in Sales at Qualtrics (1001-5000 employees)
Vetted Review
Fuze
3 years of experience
View profile

Reliable with extensive capabilites

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

It is being used in our corporate office, a satellite office, and a work from home office. We selected it to replace an outdated Centrex system that we did not have the ability to maintain or support. One unanticipated benefit was that when we were shut down during Covid employees could take their phones home and use them as if they were in the office.

Pros

  • Voice (call) quality
  • Network reliability
  • Communication of any network issues/outages
  • Capabilities way beyond our needs

Cons

  • Getting support, when necessary, can be challenging especially for a lay person
  • [The] life cycle of phones seems relatively short and once they are EOL they are no longer supported and customers have to replace them
  • Billing issues can be difficult to resolve
  • There does not seem to be a single point of contact/relationship manager any more

Likelihood to Recommend

Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.

HF
Howard Feist
VF-Finance in Finance and Accounting at American Biltrite (501-1000 employees)
Vetted Review
Fuze
12 years of experience

FUZE - 2 Years Later

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We use Fuze company-wide. Desk phones, mobile app, desktop app, and Outlook add-in are all in use by various people. What parts of Fuze are used depends largely on the person's role in the organization. We needed a modern (cloud) UCaaS solution and Fuze does a great job of unifying voice, messaging, and meetings into one single platform.

Pros

  • Voice quality.
  • Mobile app.
  • Meetings - Simple, yet feature-rich interface.

Cons

  • Desktop application stability and compatibility with certain hardware.
  • Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
  • [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.

Likelihood to Recommend

Suited best for an enterprise. Less appropriate for small businesses and/or businesses where messages are required to be retained/archived (for compliance).

VU
Verified User
Administrator in Information Technology (201-500 employees)
Vetted Review
Fuze
2 years of experience

The Fuze Experience thus far

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Currently, we use Fuze as our UCaaS system for the entire company. We currently operate out of about 35 locations across the country including offices in Canada. We are about to roll out the CCaaS product for one division to help with dispatch operations. We also use it as it integrates well with Microsoft TEAMS.

Pros

  • Easy to manage portal for system and users.
  • Support tickets are easy to submit.
  • Fuze Community Center is a wealth of information.

Cons

  • Support response though helpful, could be quicker. Think twice when setting the priority of a ticket.
  • Sometimes seems to be a disconnect between sales and implementation.

Likelihood to Recommend

I find Fuze meets all my UC needs. If there are any issues, it is typically on the user's end. If it is call quality, that is typically on the quality of the supporting ISP connectivity itself.

JO
Jim Ott
Senior Systems Engineer in Information Technology at CPC Logistics Inc (1001-5000 employees)
Vetted Review
Fuze
3 years of experience
View profile

Fuze: Effective and feature-rich VoIP

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Fuze is our primary VoIP platform and is used across our business in 3 main countries: the UK, USA, and Australia. It provides its service for our sales teams that are calling worldwide and our internal teams that do so for commercial and internal collaboration purposes. Fuze solves the inherent need for sales communication that is simple to use and consistent in nature whilst also providing value-add collaboration to our back-office functions.

Pros

  • Meetings and features within meetings.
  • Clean and modern user interface.
  • Good reporting visuals.

Cons

  • Bandwidth allocation for calling services.
  • Coverage across Asia-Pac regions.
  • Admin platform navigation.

Likelihood to Recommend

Fuze has generally adapted well to our business needs and converted into the WFH environment during the global pandemic, especially being useful with inbuilt meeting and collaboration features. Over time, we learned internally that some of our users with non-business-level infrastructure could not use Fuze to its full capabilities. We discovered that though feature-rich, it wasn't optimized for certain connections. Fuze still retains great calling and communication functionality, though [it] could be improved for the above user type and for its back-end admin configuration portal.

VU
Verified User
Project Manager in Information Technology (51-200 employees)
Vetted Review
Fuze
5 years of experience

Good experience with Fuze

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

[Fuze is being used] across the whole organization, mainly in sales as the back office tends to be using Fuze more often now. It provides a platform for all of our sales staff to communicate effectively with candidates and clients across the business. [Fuze] also allows the use of meetings and instant messaging. We utilize call monitoring for effective coaching when managers want to do this with new starters in the company.

Pros

  • Customer Service.
  • Listens to customers for new ideas.
  • Ability to call monitor.

Cons

  • Portal could be more intuitive and easier to use.
  • It's cumbersome to install files on the Fuze desktop.

Likelihood to Recommend

Fuze provides a great platform for a large number of users to communicate effectively with candidates and clients. It also provides good meeting functionality and the ability for managers to report call times and usage is a very helpful tool, particularly in sales. The Hub is becoming more intuitive and hopefully, the portal will follow in the future.

VU
Verified User
Technician in Information Technology (1001-5000 employees)
Vetted Review
Fuze
3 years of experience

Read EVERY Order or MSA with a magnifying glass - Buyer Beware

Rating: 1 out of 10
Incentivized

Use Cases and Deployment Scope

Fuse is used as our primary telephony company. We mostly use it for on-site phones and our users also use the mobile app, also a small contact center.

Pros

  • Getting involved when an issue is critical and they have liability.
  • Selling product features.
  • Believing that they have a superior product than the competition.

Cons

  • They make you sign orders with extended terms every time you get new lines (beware).
  • Unless you tell them multiple times, support will not be from your own country.
  • Their app, even on great wifi, has poor quality.
  • The phones will have random issues that need to be addressed daily.
  • The portal for customers is hard to navigate or implement changes.
  • The billing is confusing, almost purposefully confusing (in my opinion).
  • Set up and implementation is abysmal.
  • You will have issues if any of your extensions have the same last four digits as your DIDs.

Likelihood to Recommend

Fuze might be a good fit for a company looking for teleconferencing (We don't have that service) but [I feel that] their telephony service lacks any stability, ease of use, or innovation. Their contact center tech is almost nonfunctional compared to the competition.

VU
Verified User
Executive in Corporate (201-500 employees)
Vetted Review
Fuze
3 years of experience