FuzeDigital

FuzeDigital


4 / 5
25 reviews

Who Uses This Software?

Companies of all sizes use the Fuze Suite to provide exceptional self-service and assisted-service to their stakeholders via a knowledge base, case management & community.


Average Ratings

25 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $500.00/month
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • FuzeDigital
  • www.fuzedigital.com/
  • Founded 2002
  • United States

About FuzeDigital

Comprehensive, modular and easy to use web-based customer care and knowledge sharing software suite. The Fuze Suite emables you to quickly and affordably extend multi-channel self-service and assisted-service support to your customers, partners, staff and other stakeholders.


FuzeDigital Features

  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

FuzeDigital Reviews Recently Reviewed!


Keep Looking

Aug 30, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: 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.

A nightmare for a small team

Oct 23, 2018
2/5
Overall

1 / 5
Ease of Use

1 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: We mostly used Fuze for broadcasting webinars and hosting conference calls. Some of my most-liked features were helpful but not unique to Fuze. For example, their recording feature is generally easy to use and stores it in your account for streaming or downloading. Dial-in numbers were easy enough to use, and generally were used without issue.

Cons: Where do I start? I found the service unreliable most of the time. Service would be down or slow frequently. When you're about to go live with 90+ people waiting for your webinar, this is a problem! The back end is incredibly confusing (ThinkingPhones or Fuze? They merged and didn't do it well), and their customer support is by far the worst I've experienced. They are awful at following up on tickets, rarely can give you a clear answer, and don't seem to know their way around their own product. Their are constantly "updating" their software with zero improvement to quality of the service.

Overall: Really negative. We went with Fuze thinking it was a good price for what it offered, what we got instead was a headache that has dragged on for years. We even tried cancelling our account and had a hard time doing that. I would absolutely NOT recommend this to my colleagues or anyone else running a small business or non-profit.

Capterra loader

Enterprise level telephony, in the cloud

Dec 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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)

Overall: 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.

Capterra loader

Effective conference platform.

Apr 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Fuze is a cloud-based unified communications platform and because it is based in the cloud ; it makes it easy for me to access it wherever I may be. It empowers productivity and delivers insights across my organization by allowing us access its simplified business voice communication tool, dynamic video conferencing, and hands-on collaboration feature.In summary , Fuze enable my company's workforce to communicate seamlessly at anytime and without any device restriction.

Cons: Will be interesting to have more screens available in the screen sharing option.Also the aesthetic is quite poor ,I think it can much more vibrant.

Frustrating

Aug 20, 2018
2/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I can make calls over the cloud and see who is calling. It integrates with our auto dialer.

Cons: Since at my job we make several sales calls all day, when the app goes down, it keeps everyone from doing our job. This can happen for several hours at a time. Every day I have to deal with poor connection quality and lagging. A lot of calls are static.

Overall: Not a very good experience. They need to figure out how to prevent outages and lagging.

Fuze Review

Nov 14, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: We changed from a fairly old phone system to this one. With Fuze, all of my phone interaction has suddenly become computer-based. This is to say that I'm now able to use an old pair of gaming headphones for all of my call needs, and calls to my work phone can be forwarded to my cell when I'm out.

Cons: Setting up conference calls can be a little frustrating. It integrates with Google calendar, but it will not show you who has accepted the invite. Also, not to be too nitpicky, but the access code to conference calls is 12(!!) digits long.

Vendor Response

by FuzeDigital on November 16, 2018

This review is of Fuze, not FuzeDigital. They are two separate companies.

Impressive Features

Nov 14, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Fuze is an awesome VOIP, FOIP and meeting collaboration system. We have physical phones at our desks, softphones on our laptops and a mobile version on our cell phones. It allows us to take calls from anywhere on any device. Collaboration tool makes it easy to have conference calls and screen sharing sessions. Good alternative to GoToMeeting

Cons: Technical support can be a little difficult to work with, but are overall knowledgeable and helpful.

Overall: Has made our lives much easier and keeps our international company connected on one phone network.

Vendor Response

by FuzeDigital on November 15, 2018

This review is about Fuze, not FuzeDigital. They are two different companies.

video conference gone wrong

Oct 18, 2018
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: you have toll free numbers

linked with Google calendar

Cons: too many errors and delays

the call drops every 5 minutes

you would be better using Zoom

Brilliant!

Dec 11, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Worth the pain of migration.

Pros: Feature and functionality, whether that be for a basic user or for more advanced. Fuze mobile product is great for people who travel.

Cons: The implementation is tough, partly their fault, primarily down to migrating numbers to different carriers.

Works well locally but does not work over a Windows Remote Desktop (RDP) session

Jan 23, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It works well with the Fuze (Thinking) Polycom IP phone with seamless integration. When it is run locally on a Windows 7 or 8.1 64-bit desktop, everything works as expected. The sound quality is good over the IP phone.

Cons: It does not work over Windows Remote Desktop. I connect to my computer via the Windows Remote Desktop. The Fuze meeting app runs but the shared screen is not visible. It appears this software is not designed for RDP. WebEx is browser based has no issues under the same scenario.

Overall: Seamless integration of the Fuze app and Fuze (Thinking) Polycom IP phone. The audio quality over the IP phone is excellent.

Fuze in the workplace

Aug 08, 2018
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like the visibility elements of Fuze and being able to view their status. I also like being able to hide certain conversations, but still being able to view the history of that conversation if needed. I like the ease and ability of being able to provide my meeting link to whoever I need to.

Cons: There are a lot of glitches with the software, desktop and mobile versions. They are not always synched up. I have some employees who have issues running other softwares or websites during a phone or video conference.

Overall: Using Fuze has allowed us to create open lines of communicat internally as well as externally.

Fuze is a Pretty Decent VoIP Service

Oct 08, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The tool is pretty cool and has several great features...web integration is easy, the mobile app is a plus, getting the voicemail delivered to your email is really cool too. It's friendly to smaller businesses.

Cons: Manoeuvring around the app is challenging. Seems like you're spending way too much time trying to find a needed button to get out or use another feature. Just a bit cumbersome.

Easy, non-obtrusive, synchronous

Feb 06, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: Ability to make outbound calls from anywhere in the world. This makes working remotely much easier.

Cons: Not intuitive to remove or separate call log from previous chats. Would be better if this was made easier to handle.

Easy to use web conferencing software

Feb 22, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: I am able to log into and use this service without needing to make an account or download any specific software.

I can record sessions which are useful to allow them to be played back later.

Cons: It seems to drop out on slow connections more than other web conferencing software I have used.

There are limited options for collaborative working.

Versatile solution for customer service

Jun 02, 2010
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Pros: Excellent integration capabilities, feature rich, and stable. We were able to integrate the Fuze Suite with our call center phone system and Online Banking system. The Fuze Suite provides excellent knowledge base management and customer service tracking.

Cons: We really have not found any cons.

Overall: This is a great system with a much better ROI than the competitors.

Vendor Response

by FuzeDigital on June 02, 2010

Lockheed FCU is a progressive and well-respected industry leader. They opted for the licensed, on-premise model of the Fuze Suite, and currently utilize the knowledge base for public and private information, 2-way secure communications and email management, contact management, feedback management, online reporting, and chat modules. We worked together with their CTI provider to integrate the Fuze Suite chat module with their phone queues. We value the partnership we have with David and the team at Lockheed FCU!

Fuze Suites

May 13, 2010
4/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

Pros: This product helps set up an organization to completely meet both internal and external customer needs. It allows the customer and company to create a meaningful dialog and social interaction

Cons: web based product has started to convert (or has converted) most of their key systems to web services architecture to address issues related to hosted products.

Overall: highly recommend this cost effective product over all others that we reviewed.

Vendor Response

by FuzeDigital on May 20, 2010

WSECU has been a great customer/partner since 2003. Together we did an integration with their mobile banking system that lets members quickly access Fuze Suite pages just as they do on their website. WSECU's members and staff turn to the Fuze Suite for fast, consistent answers and to ask questions, provide feedback and get secure responses. Visit: https://www.fuzeqna.com/wsecu/consumer/search.asp

Great tool that we find easy to use

May 20, 2010
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Pros: Easy to use, great tracking tool on member comments and we like the functionality of searching the KBs before submitting any comments or questions.

Cons: Not sure that we have any to list

Overall: I would recommend Fuze to any of my peers

Vendor Response

by FuzeDigital on May 20, 2010

It's been a pleasure working with Amy and the fine folks at AAA OK and AAA SD. AAA members find fast, consistent answers in the knowledge base and can ask questions ranging from trip planning or membership renewal to gas prices. AAA OK and SD staff can easily navigate the admin pages and ensure timely responses that align with their service levels. The Fuze Suite makes it easy to deliver the ultimate in member care and knowledge sharing amongst staff and AAA community. We appreciate having a vendor relationship AND membership with AAA.

Great software for conferences

Apr 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Great presentation software, very cutting edge. Looks professional and have had happy clients, super easy

Cons: Price is a little steep. Could be a little more user friendly. It gets the job done, so not much to complain about.

fuze is my 'desk' phone

Mar 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: i love not having a telephone on my desk to make calls etc. very easy to make calls. love the call forwarding option.

Overall: i know the fuze team will continue to enhance their product suite.

Capterra loader

Good working system; pretty good for your dollar

Mar 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Often if you try to go a cheaper route you end up getting a service that isn't as reliable. In our business we have call center staff that need a reliable phone service and that is what it is.

Cons: Right now we pay on usage but I wish we could just pay a flat fee and keep it stead throughout the year.

Overall: Clear calls, reliable service, and pretty good for your dollar.

Fuze is a Great Voice, Video and Collaborative Offering

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Nice feature-rich and efficient product offering for business, contract and project teams.

Pros: I have used Fuse for business contract customers and really like the program. It's excellent for quality voice, video and collaboration with your team members. The collaborative offering is simple to use and is exceptional for real-time content sharing especially for timely projects.

Cons: None, I especially like the collaborative functions with this product and project sharing capabilities!

Capterra loader

Web Conferencing tool at an Enterprise level with cool features

Aug 03, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Have the experience to use Fuze for a Global Conference Streaming. The Set up was pretty easy! the addon you download via the web is fast to install and automatically gets the meeting id of your conference and connect it right away. Video and audio quality is superb. Definitely a great tool for these type of activities

Cons: The internal chat controls and the audio settings can be slow compared with other solutions. Some notches in the screen, and grayed spaces. Not sure if was something that can be addressed or it is like that by default. Other to say is a great tool.

Overall: using the Fuze tool to cast catchy videos. Moving in an internal campaign to record demos and helpful content of our solutions and Fuze is a great compliment to stream things to vast audiences all over places.

Fuze is great!!

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Such a productive app!!! This has been helpful on so many occasions!! This is perfect for getting a group together for ideas, conferences, etc!

Cons: Overall seems totally great, and productive! I've had a few times where the app gets a little static going on. But that seems kind of inevitable. No complaints.

Only if it's your only option

Sep 20, 2018
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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Pros: The hardware for Fuze (formerly thinkingphones), is fantastic. The use of side cars for more lines for users to navigate to, as well as displaying if someone is on a call, is great!

Cons: The UI is extremely difficult, the documentation is nearly nonexistent.

Reaching out to support for assistance they immediately try to follow scripts and don't even bother to read or listen to your requests. Two separate instances, I spent hours on the phone or over email, to simply find out how to reset a users' pin.

Capterra loader

Fuze is a versatile tool for any organization

Mar 08, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fuze has allowed us to meet internal and external needs. We're also able to integrate with other systems which is a great bonus!

Cons: We've had a few connection issues where the connection was either slow or dropped and were not able to reconnect.