#1 most frequent
United States of America
85.9%61 installations of 71
What is Fuze?
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
Categories & Use Cases
Videos
Top Performing Features
Mobile app for iOS
App for iPhone and iPad
Category average: 7.8
Mobile app for Android
Android app
Category average: 7.8
Audio conferencing
Audio conferencing credentials for all on the system.
Category average: 8.5
Areas for Improvement
Hosted PBX
Hosted telephony infrastructure obviated the need for local PBX hardware
Category average: 7.9
Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.3
User templates
Create and apply batch configurations to multiple users at once
Category average: 7.5
Who Buys & Uses Fuze
#2 most frequent
Canada
2.8%2 installations of 71
#3 most frequent
Australia
1.4%1 installation of 71
Fuze - a one stop solution for micro management teams
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
Return on Investment
- Great Intra calling facilities
- Video calling is highly not recommended
- The traction / insights help you design your strategies better
Alternatives Considered
Zoom and Webex Calling
Other Software Used
Zoom, Webex App, Microsoft Teams
Reliable with extensive capabilites
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
Other Software Used
Microsoft Excel, Microsoft 365 (formerly Office 365)
Enjoying Fuze
Use Cases and Deployment Scope
Fuze is used for quick communications through the message feature and calling anyone with ease (no need to look up or memorize phone numbers!!). You can search previous conversations, send pictures/screenshots, or share screens in real-time. You can also see if a colleague is available at a glance.
Pros
- Easy to make contact with colleagues.
- Searching instant messages.
- Sharing screens.
Cons
- Can not export call list.
- Can not export contacts.
- Does not let you know if someone has the app (available for instant messages).
Fuze VoIP
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.
Alternatives Considered
Dialpad Talk, Microsoft Teams and (EOL) Cisco CloudCenter
Other Software Used
KnowBe4 Security Awareness Training
Best Product this Century
Pros
- Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
- Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
- Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
Cons
- Not sure on these questions. The 3 main products we use (phones, desktop and mobile app) all work great and we use all 3 every day. We even installed the click to dial so my users can click on a number in Chrome browser and they don't even need to use their hands. And when Chrome service goes down, they all forget how to dial by using a finger. It is rather funny except for all the calls I get.
Other Software Used
Microsoft 365 (formerly Office 365), Microsoft Application Server, Microsoft Azure
