Fuze

Fuze

Multi-channel support for customers, partners & staff

4.2/5 (41 reviews)

Fuze Overview

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.

Pricing

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

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

Overall rating
4.2/5
80% positive reviews
17
Excellent
16
Very good
6
Average
2
Poor
0
Terrible
José elías G.

Great substitute for Skype

Used Daily for 6-12 months
Reviewed on 2018/12/03
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
D. skye H.

Enterprise level telephony, in the cloud

Used Daily for 1+ year
Reviewed on 2017/12/05
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
Greg F.

Decent product with growing pricetag...

Used Weekly for 1+ year
Reviewed on 2018/12/18
Review Source: Capterra

Fuze was a great product for my team...even with the difficulties in the middle of our time using the product. It did a great job for our teleconferencing needs, with shared desktop. We'd still be with them if the company had been more reasonable and served us like customers.

Pros

We used Fuze for our Team Meetings on a geographically dispersed team. In the early days of our use of Fuze, it served our needs well. We were transferring from the "Big Boys" on the street because of their escalating costs for the same service. Fuze was great. In the middle of our journey we started having issues with updates and other issues that slowed our team meetings. Later in the journey, it came back and was rock solid.

Cons

1. Issues with upgrades and sound quality at times.
2. Once they got their issues worked out, they caused their prices to skyrocket and their business model changed and they wanted to "demo" the product to re-do our contract. We'd been USING the product for years! They wouldn't tell us pricing structure without a pitch. No time for such nonsense! Finally, they wrote and announced that our product offering was going to end....in TWO WEEKS! Done. They lost us there.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

4.0/10
Ikaika K.

Keep Looking

Used Daily for 2+ years
Reviewed on 2018/08/30
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
Harry L.

Used for 5 years now and still getting better, support are amazing

Used Daily for 2+ years
Reviewed on 2019/02/26
Review Source: Capterra

We needed to move to a system that offered features, scale, good price and support and where we would have business continuity. It offers flexible working and a more agile and mobile workforce. As the tital we are 5 years in and still feel that we are growing with the product.

Pros

Ease of use and continued feature development and deployment. Support sort things out asap and will do their best to make the product work how you need it to.

Mobile App and Softphone add business flex that we needed.

Cons

The base level of call analytics is not quite flexible enough for our use but that is very unique.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Fuze Pricing

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

Hosted and licensed

Fuze Features


  • API
  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

Additional information for Fuze

Key features of Fuze

  • see overview

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