Item: Fuze
Rating: 6
Author: Eoin OConnell

Overall Satisfaction with Fuze

Support Rating

Engagement is poor. Issues can drag on for over 2 weeks. Very frustrating for a business operation. Handover from US to EMEA support is not seamless.

Implementation Rating

The implementation could have been wrapped up and signed off better. But some issues were on our site too.

Use Cases and Deployment Scope

Fuze UCAAS is used across our company within the back office and front office. And also within the Contact Centre.

Pros and Cons

Pros

Fuze for Mobile
FCC
Limited hardware
Desktop

Cons

Billing not accurate and complicated
Instability with the UCAAS platform
Unknown and unexplained issues regularly occurring. For example, wireless phones going offline.
Poor account management and customer engagement.

I've used alternative solutions (Skype/teams//Zoom/Avaya) and I did not get nervous when I hosted a meeting on any of these solutions. Fuze can be hit or miss whether it works and can others connect. Complicated system.

Other Software Used

Microsoft Office 365, Adobe Illustrator CC

Likelihood to Recommend

Basic collaboration and 1:1 video and conference calls when it works well.

Fuze Feature Ratings

Comments

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Fuze as a UCAAS solution: Could be better and offer better customer service

Modules Used