Fuze

Fuze

Multi-channel support for customers, partners & staff

4.2/5 (50 reviews)

Fuze Overview

What is Fuze?

Licensed or hosted software solution providing multi-channel support to customers, partners, staff and other stakeholders across your organization's entire ecosystem. Customer care is just the beginning. Comprehensive and modular software suite only requiring a web browser. Term agreements available, but month-to-month also welcome. Modules include: knowledge base, case mgmt., contact mgmt, feedback mgmt., chat, 2-way secure communications, community answers, community ideas, community conversations and knowledge packs. Customer say that Fuze Suite is much easier to use and administer than competing solutions from RightNow, Parature and others. Seamless integration with Web sites and limitless integration possibilities using FuzeDigital Web services. Enterprise grade with usage based pricing that makes it affordable by any sized organization.

Fuze Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
One Time License
Subscription
Value for money

Hosted and licensed


Fuze Features

Devices
Business size
S M L
Markets
Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch and 10 others, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Spanish, Swedish

Fuze Reviews

Fuze Reviews

Overall rating
4.2
/
5 50 reviews
Excellent
21

Very good
20

Average
6

Poor
3

Terrible
0

Value for Money
4
Features
4.1
Ease of Use
4.4
Customer Support
3.8
82% recommended this app
D. skye H.

Enterprise level telephony, in the cloud

The largest benefit is not having to replace/upgrade aging hardware and software, we don't have to manage equipment at our sites anymore, all the heaving lifting is in the cloud.


José elías G.

Great substitute for Skype

We are using fuze to comunicate intercompany, which is fantastic since I feel that Fuze is much more intuitive than Skype, has more options in a clearer way (like when you share an image in a group conversation you just click it, unlike Skype in which you have to look for it), Also I think that since the mobile app isn't as intrusive as the Skype Mobile, most users do not really mind having the app to be connected at all times.


James G.

Superb Unified Communications platform

We are now collaborating across Departments and the company. We have achieved much greater levels of communication across the business. We have also solved a major problem with on premise PBX systems that were failing


Anelia K.

Very good software for audio and video calls, messaging and conference calls

An overall very good tool that I still use daily and enjoy better than a regular phone for having many calls daily. Definitely worth trying if you are considering different phone options.


Ikaika K.

Keep Looking

The bottom line: Fuze's service is reliable, but it starts with a high price tag and because of the missing functionality, it goes even higher because of the extra man hours that you need to bring their system up to par.


D. skye H.
Industry: Computer Software

Enterprise level telephony, in the cloud

Used Daily for 1+ year
Reviewed on 12/5/2017
Review Source: Capterra

The largest benefit is not having to replace/upgrade aging hardware and software, we don't have to manage equipment at our sites anymore, all the heaving lifting is in the cloud.

Pros

Fuze is a fully featured UC in the cloud, providing telephone calls (with a full backend of call flows, agents, incoming, outgoing, etc), collaboration and meetings (from 1 to thousands of participants), voicemail, and multiple types of endpoints such as physical phones, SIP clients, Windows and Mac desktop client, Android and iOS mobile clients. It has all the features you need, without the headaches of managing PBXs and servers.

Cons

Fuze is still developing its Browser based client, we would really like that because currently there isn't a way to run the Fuze "Desktop" experience on Linux. Once they finish the web client there will be that capability. Their customer support needs to be sized up a bit too, sometimes it takes too long to get things resolved (they get resolved, but the length of time needs to be reduced)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

José elías G.
Industry: Accounting
Company size: 501-1,000 Employees

Great substitute for Skype

Used Daily for 6-12 months
Reviewed on 12/3/2018
Review Source: Capterra

We are using fuze to comunicate intercompany, which is fantastic since I feel that Fuze is much more intuitive than Skype, has more options in a clearer way (like when you share an image in a group conversation you just click it, unlike Skype in which you have to look for it), Also I think that since the mobile app isn't as intrusive as the Skype Mobile, most users do not really mind having the app to be connected at all times.

Pros

What I like most about Fuze is that the desktop version and the mobile version aren't as intrusive as Skype is. Also it's super easy to make a meeting, you have your "room" number so anyone who wants to have a meeting only has to have that number and presto! Which leads me into the contacts, whenever you look for a contact you search them by name a lot easier than Skype as well as by corporate e-mail. I think that it's also a nice touch to have the emoticons you use on your cellphone on the desktop app as well, it's a nice touch.

Cons

What I didn't like was that for example if you want to add some contact into your favorites you need to interact with them in any way, I find it easier by chat but can be annoying if you have no real reason to start a conversation. Also the Outlook extension is kinda heavy and may dull or slow your outlook sometimes.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 9.0/10

James G.
Industry: Building Materials
Company size: 501-1,000 Employees

Superb Unified Communications platform

Used Daily for 2+ years
Reviewed on 12/18/2019
Review Source: Capterra

We are now collaborating across Departments and the company. We have achieved much greater levels of communication across the business. We have also solved a major problem with on premise PBX systems that were failing

Pros

I love the scaleability and flexibility. The collaboration we are able to achieve across the company now is amazing

Cons

Support has taken some time to get to where it needs to be

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Anelia K.
Industry: Oil & Energy
Company size: 51-200 Employees

Very good software for audio and video calls, messaging and conference calls

Used Daily for 2+ years
Reviewed on 11/7/2019
Review Source: Capterra

An overall very good tool that I still use daily and enjoy better than a regular phone for having many calls daily. Definitely worth trying if you are considering different phone options.

Pros

I like the function to share your screen when having a meeting, I use it all the time when talking with colleagues across other offices. Can be useful for troubleshooting, training and support, so it saves time and effort.

Cons

I don't like that it often bugs and especially the lack of easy to reach customer support, I have had issues on multiple occassions that support didn't really help with (they wanted tickets, logs and when I sent them everything they still didn't understand my problem).

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Ikaika K.
Industry: Management Consulting
Company size: 201-500 Employees

Keep Looking

Used Daily for 2+ years
Reviewed on 8/30/2018
Review Source: SoftwareAdvice

The bottom line: Fuze's service is reliable, but it starts with a high price tag and because of the missing functionality, it goes even higher because of the extra man hours that you need to bring their system up to par.

Pros

We came to Fuze from a home built system. As our company grew, our system became harder and harder to manage and we started to have outages because of the stress that was put on our servers. When we switched over to Fuze I set myself on their outage alerts and although I was alerted to an outage or service disruption, I only felt the impact of an outage twice in three years.

Cons

If you call in on the support line, you will get a company called answer one which will create a ticket for you. You can get people on the line when you have an emergency, but I've only been able to get a person transferred to me twice. The other times they called back within an hour.

It is not easy to understand what you are being billed for, so the bill can creep up with stuff that you no longer need.

You don't have control over provisioning your phones. You have to call in or submit a ticket and although the SLA for those types of requests is 48 hours it is hardly reached if you don't follow up. I've had to wait for more than a week which meant that our new hires got to do busy work for at least 4 days after training.

Reports are inaccurate. For our call floors, we pay bonuses based on the amount of work that the agent puts in. The report have been inaccurate enough times that we now have to verify that the report is running after we run the report.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

User recommendation
7.5/10
Based on 50 user ratings
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Fuze Pricing

Fuze Pricing

Starting from
N/A
Free Trial
One Time License
Subscription
Value for money

Hosted and licensed

Hosted and licensed

Value for Money
4/5
Based on 50 user ratings
Compare value for money rating with alternatives
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Fuze Features

Fuze Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Calendar Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.1/5
Based on 50 user ratings
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Categories

Additional information for Fuze

Additional information for Fuze

Key features of Fuze

  • see overview

Fuze FAQs

Fuze FAQs

Below are some frequently asked questions for Fuze.

Q. What type of pricing plans does Fuze offer?

Fuze offers the following pricing plans:

Pricing model: One Time License, Subscription

Free Trial: Available

Hosted and licensed

Q. What are the main features of Fuze?

Fuze offers the following features:

  • see overview

Q. Who are the typical users of Fuze?

Fuze has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does Fuze support?

Fuze supports the following languages:

Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Spanish, Swedish

Q. What type of pricing plans does Fuze offer?

Fuze has the following pricing plans:

One Time License, Subscription

Q. Does Fuze support mobile devices?

We do not have any information about what devices Fuze supports

Q. What other apps does Fuze integrate with?

Fuze integrates with the following applications:

Bullhorn, Dropbox, ExecVision, eFront

Q. What level of support does Fuze offer?

We do not have any information about what support options Fuze has