About 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.

Pricing starting from:

N/A

  • Free Trial
  • One Time License
  • Subscription

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China, India

Supported Languages

Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch and 10 others, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Spanish, Swedish

Pricing starting from:

N/A

  • Free Trial
  • One Time License
  • Subscription

Features

Total features of Fuze: 2

  • Chat
  • Knowledge Base Management

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Reviews

Overall rating

4,2 /5
(66)
Value for Money
4/5
Features
4/5
Ease of Use
4,4/5
Customer Support
3,8/5

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Showing 5 reviews of 66
D. skye H.
Overall rating
  • Industry: Computer Software
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Enterprise level telephony, in the cloud

Reviewed on 2017/12/05

The largest benefit is not having to replace/upgrade aging hardware and software, we don't have to...

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)

Jonathan D.
Overall rating
  • Industry: Human Resources
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Everything we wanted

Reviewed on 2020/10/14

Overall experience has been positive - and we are pleased with the selection. Full adoption has...

Overall experience has been positive - and we are pleased with the selection. Full adoption has been easy and users love it. Customer support is good - although I would like all users to be able to access support rather than being mediated through my IT.

Pros

Well designed UI make the product a pleasure to use. The features we use all day, every day, just work in a very user friendly way. It doesn't have feature bloat that confuses people - it just works.

Cons

the collaboration/video component of the software is relatively expensive as an addon and isn't as slick as the messaging calling product. Its good, but not as good as Zoom/Teams.

Evelina K.
Overall rating
  • Industry: Telecommunications
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Love the flexibility

Reviewed on 2020/12/28

I love the software, I love what you have done with it since we first started. Overall I am...

I love the software, I love what you have done with it since we first started. Overall I am pleased with the service.

I think you need to work on quality of call especially for international calls, customer service and billing also need more work but you are heading in a good direction from where you started.

Pros

With any software I feel that there is always room for improvement, but I think Fuze as been improving the software week by week, month by month. I think currently I love how easy it is to take a call from anywhere. During a mandatory shut down in our state, we were able to route our main switch calls and take them from home off our our cell phones. That was unheard of just a bit ago.

I love the you made transferring calls easy from the mobile app so we are easily able to get call to co-worker spread out working in their own homes. Our business didn't pause for even on minute during this time and that is very much appreciated.

Cons

I think my only issue is quality of a calls, especially for international calls. A big chunk of our business is international and I hate using Fuse for international calls. All the calls seem mumbled so it is very hard to understand but when we use other software we don't have the same problems. We find ourselves using teams and other services but it would be nice to be able to be consistent and not switch from one service to other.

Ikaika K.
Overall rating
  • Industry: Management Consulting
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Keep Looking

Reviewed on 2018/08/30

The bottom line: Fuze's service is reliable, but it starts with a high price tag and because of...

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.

Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Fuze for project tracking

Reviewed on 2020/12/10

Overall, Fuze is a great product for keeping track of projects and reviewing documents in a virtual...

Overall, Fuze is a great product for keeping track of projects and reviewing documents in a virtual setting. Many people from different offices and cities can all review the same documents.

Pros

It’s easy to keep track of a large number of projects. It is easy to enter in data and collaborate with people in different offices.

Cons

Tracking milestones on projects is a little clumsy. This could be due to the way our organization and client has the back end set up.

Showing 5 reviews of 66 Read all reviews

Fuze FAQs

Below are some frequently asked questions for Fuze.

Fuze offers the following pricing plans:

  • Pricing model: One Time License, Subscription
  • Free Trial: Available

Hosted and licensed

Fuze offers the following features:

  • see overview

Fuze has the following typical customers:

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

Fuze supports the following languages:

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

We do not have any information about what devices Fuze supports

Fuze integrates with the following applications:

Bullhorn, Dropbox Business, ExecVision, eFront

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

Related categories

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