Fuze - Detailed Review
Communication Tools
Fuze - Product Overview
Fuze Overview
Fuze, now a part of 8×8, is a cloud-based communications and collaboration platform primarily aimed at enterprise customers. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Fuze serves as a unified communications as a service (UCaaS) platform, integrating business voice, videoconferencing, text, instant messaging, and content sharing into a single cloud service. This allows for seamless communication across various devices and methods, catering to the needs of large enterprises and mid-market customers.
Target Audience
Fuze is mainly targeted at large and mid-sized enterprises, particularly those with 1000-5000 employees and revenues exceeding $1 billion. Its customer base spans various industries, including computer software, information technology, telecommunications, and internet services. The platform is popular in the United States and also has a significant presence in the United Kingdom.
Key Features
Voice and Video Communications
Fuze offers traditional and enhanced voice calling features, including the ability to place, receive, transfer, and merge calls. It also supports videoconferencing with screen sharing capabilities.
Collaboration Tools
The platform includes group chat, email integration, and voicemail services. It also supports Fuze Meetings for up to 1,000 participants.
Mobile Enhancements
Fuze provides mobile workers with the full capabilities of the platform, ensuring flexibility and control on-the-go.
Integration with Other Services
Fuze can integrate with various enterprise software services such as Slack, Salesforce, Gmail, Microsoft Teams, and Zapier.
Analytics and Real-Time Intelligence
The platform offers advanced analytics and real-time intelligence, including an expanded version of caller ID that pulls information from a caller’s online profiles.
Contact Center as a Service (CCaaS)
Fuze includes a CCaaS solution that integrates with its UCaaS platform, providing features like call routing and queuing.
Overall, Fuze is a comprehensive communication and collaboration solution that aims to streamline and enhance business communications for its enterprise customers.
Fuze - User Interface and Experience
User-Friendly Interface
Fuze boasts an intuitive and easy-to-use interface that makes it simple for employees to adopt and utilize the platform. The design is clear and straightforward, allowing users to quickly access the features they need, which in turn enhances productivity and efficiency.
Unified Experience
Fuze integrates voice, video, and messaging into a single app, providing a cohesive experience across all communication channels. This unified approach eliminates the need for multiple tools and extensive training, as users only need to learn one interface for all their communication needs.
Consumer-Inspired Design
The interface is built using a consumer-inspired approach to user experience (UX), observing individual behavior in personal settings and optimizing the experience based on that behavior. This approach ensures that the platform feels familiar and user-friendly, much like the apps people use in their daily lives.
Cross-Device Consistency
Fuze ensures a consistent experience across different devices, including desktops, laptops, tablets, and smartphones. This consistency makes it easy for users to transition between devices without having to adjust to different interfaces.
Feedback and Improvement
Fuze values user feedback and incorporates it into the product. This collaborative approach with customers helps in continuously improving the user experience and ensuring that the platform meets the unique needs of various businesses.
Reliability and Performance
Users have reported high satisfaction with Fuze’s reliability, experiencing minimal downtime and technical issues. This reliability is crucial for maintaining seamless communication and collaboration, which is a key factor in the overall positive user experience.
Feature Accessibility
The platform offers a comprehensive set of features, including video conferencing, instant messaging, file sharing, and call recording, all of which are easily accessible through the intuitive interface. This accessibility ensures that users can leverage the full potential of the platform without confusion.
Conclusion
In summary, Fuze’s user interface is highly user-friendly, unified, and reliable, making it an excellent choice for businesses seeking a seamless and efficient communication and collaboration solution.
Fuze - Key Features and Functionality
Fuze Overview
Fuze is a comprehensive unified communications as a service (UCaaS) platform that offers a wide range of features and functionalities to enhance business communication and collaboration. Here are the main features and how they work, along with their benefits:Unified Communication Channels
Fuze integrates various communication channels, including voice calling, video conferencing, instant messaging, and file sharing, into a single intuitive platform. This allows for seamless collaboration and efficient information exchange among team members.Voice Calling and Call Management
Fuze provides features such as call forwarding, voicemail, and call recording. These features enable users to manage their calls effectively, ensuring that important calls are not missed and that conversations can be referenced later.Video Conferencing
Fuze offers high-quality video conferencing capabilities, allowing teams to hold virtual meetings and collaborate remotely. This feature is particularly useful for remote teams and international collaborations.Instant Messaging and Chat
The platform includes instant messaging and chat features, enabling real-time communication among team members. This facilitates quick discussions and decision-making processes.File Sharing
Fuze allows users to share files directly through the platform, making it easier to collaborate on documents and projects without the need for external file-sharing services.Presence Management
Fuze includes presence management features, which allow users to see the availability status of their colleagues. This helps in determining who is available for communication, thereby streamlining workflows and reducing distractions.Integration with Business Applications
Fuze integrates with popular business applications, enhancing productivity by streamlining workflows. For example, it can integrate with CRM systems like Salesforce, allowing users to manage customer interactions and opportunities directly from the Fuze platform.AI Integration
While the primary sources do not detail extensive AI integration within Fuze itself, it can be integrated with AI-driven tools like Whippy AI. This integration enables features such as:AI Agent Builder
Automates voice calls and handles inbound calls using AI, improving customer engagement and automating sales outreach and customer support processes.Omni Channel Feature
Allows messages to be sent through various channels like SMS, Email, WhatsApp, and Voice, enhancing communication efficiency and customer interaction.Cost Savings and Scalability
Fuze is cloud-based, which eliminates the need for multiple communication systems and reduces hardware and maintenance costs. It also offers flexible pricing options, allowing businesses to scale their communication needs without significant financial burdens.Improved Customer Experience
Fuze’s omnichannel capabilities enable businesses to provide exceptional customer service across all communication channels. This ensures prompt and personalized responses, enhancing customer satisfaction.Conclusion
In summary, Fuze is a versatile UCaaS platform that combines various communication tools into one platform, enhancing collaboration, productivity, and customer engagement. While it may not have inherent AI capabilities, it can be integrated with AI-driven tools to further automate and optimize business communication processes. Fuze - Performance and Accuracy
Performance
Fuze is generally praised for its reliable performance and minimal downtime. It boasts a 99.99% uptime guarantee, which is crucial for businesses that rely heavily on their phone systems for critical operations.
- Users have reported experiencing minimal technical issues, ensuring seamless communication and collaboration.
- The software’s intuitive design and clear navigation make it easy for employees to adopt and use, improving productivity and efficiency.
Accuracy and Features
Fuze offers a comprehensive feature set that includes call forwarding, voicemail, call recording, video conferencing, instant messaging, and file sharing. These features are highly accurate and reliable, contributing to positive user reviews.
- The system’s call quality is reliable, with users appreciating the clear and uninterrupted calls even during peak usage.
- Fuze’s user-friendly interface ensures that employees can quickly access the features they need, which enhances overall performance.
Limitations and Areas for Improvement
While Fuze is highly regarded, there are a few areas where it might not match the advancements of some competitors:
- Unlike 8×8, which has recently made significant advancements in AI-powered features such as real-time accuracy and multilingual support using the OpenAI Whisper model, there is no specific mention of similar AI-driven enhancements in Fuze.
- Fuze does not seem to have the same level of integration with advanced AI tools or the extensive language support that 8×8 offers, which could be a limitation for businesses with global operations or those requiring advanced AI capabilities.
User Satisfaction
Despite these potential limitations, Fuze still maintains a high user satisfaction rating. It has a ‘good’ User Satisfaction Rating of 76% based on 537 user reviews, indicating that users are generally satisfied with its performance and features.
Summary
In summary, Fuze performs well in terms of reliability, ease of use, and feature comprehensiveness. However, it may lack some of the advanced AI-driven features and multilingual support that other competitors like 8×8 are offering.
Fuze - Pricing and Plans
Plans and Pricing
Fuze provides five distinct plans, each with a range of features:Fuze Meetings
- Price: $15 per month per user
- Features: Meetings up to 1000 participants, 1:1 and team messaging, and one DID (Direct Inward Dialing) with metered outbound calling.
Fuze Calling
- Price: $25 per month per user
- Features: One DID with unlimited global calling in one country or one region, meetings up to 10 participants, and 1:1 and team messaging.
Fuze Pro
- Price: $35 per month per user
- Features: One DID with unlimited global calling in one country or one region, meetings up to 1000 participants, and 1:1 and team messaging.
Fuze International
- Price: $45 per month per user
- Features: One DID with unlimited global calling to 34 countries, meetings up to 1000 participants, and 1:1 and team messaging.
Fuze Unlimited Global
- Price: $65 per month per user
- Features: One DID with unlimited global calling to 116 countries, meetings up to 1000 participants, and 1:1 and team messaging.
Additional Features
- All plans include features such as video conferencing with HD audio, desktop sharing, presence, meeting recordings, and the ability to invite Fuze guests to meetings and messaging.
- Integrations with GSuite and Office 365 are also available across the plans.
Annual Costs
For those interested in annual commitments, here are the yearly costs:- Fuze Meetings: $180 per year per user
- Fuze Calling: $300 per year per user
- Fuze Pro: $420 per year per user
- Fuze International: $540 per year per user
- Fuze Unlimited Global: $780 per year per user.
Free Options
Fuze does not offer a free plan, but there is no mention of a free trial in the available sources. If you are looking for alternatives with free trials or different pricing models, you might want to consider other communication tools. Fuze - Integration and Compatibility
Integration with Business Applications
Fuze Connect, a key component of the Fuze platform, allows for the integration of the Fuze voice platform with various line of business applications. This includes popular CRM systems such as Salesforce, NetSuite, Salesforce Service Cloud, Microsoft Dynamics, SugarCRM, and others like ServiceNow, Jira, HubSpot, Zoho, Zendesk, and Bullhorn.
These integrations enable features like displaying contact details, activity records, and opportunity notes on the screen during calls, and automatically saving activity updates into the integrated CRM or service desk application. This enhances the efficiency of sales teams and customer support by providing real-time information and streamlining the tracking of customer-related activities.
Compatibility with Other Tools and Platforms
Fuze products can integrate with a range of enterprise software services, including Slack, Gmail, Microsoft Teams, and Zapier. This integration allows for a seamless transition between different communication methods, such as voice, videoconferencing, text, and instant messaging.
Device and Platform Compatibility
Fuze supports both traditional phone systems and mobile devices, offering mobile workers flexibility and control while maintaining full platform capabilities. The platform is accessible via a natively-developed cloud service, ensuring compatibility across various devices and operating systems.
Compatibility with IP Endpoints
For specific use cases like voice paging, alerting, and door entry, Fuze is compatible with Algo’s suite of IP endpoints. These endpoints, such as IP speakers, intercoms, and visual alerters, are Fuze certified and support features like secure SIP using TLS and SRTP, multicast functionality, and central provisioning. This ensures that audio from voice paging and notifications can be simultaneously broadcast over both IP and legacy analog infrastructure.
Acquisition and Integration with 8×8
Following its acquisition by 8×8, Fuze’s capabilities are now part of the 8×8 XCaaS (eXperience Communications as a Service) platform. This integration enhances the unified communications as a service (UCaaS), contact center as a service (CCaaS), and communications platform as a service (CPaaS) offerings, providing a comprehensive and integrated cloud communications solution for enterprises.
Conclusion
In summary, Fuze’s integration capabilities and compatibility across various applications, platforms, and devices make it a highly adaptable and effective solution for enterprise communication and collaboration needs.
Fuze - Customer Support and Resources
Support Options for Transitioning Customers
For customers transitioning from Fuze to the 8×8 platform or those using Fuze’s communication tools, several support options and additional resources are available to ensure a smooth and successful experience.
Support Notifications and Reminders
Fuze customers will receive advance notifications, including multiple reminders, as the End of Support (EOS) and End of Life (EOL) dates for the legacy Fuze Contact Center approach. These notifications will help you stay informed and prepared for the transition.
Upgrade Assistance
If you are upgrading to the 8×8 platform, you can reach out to fuzeupgrades@8×8.com or contact your Customer Service Manager (CSM) for guidance. This support ensures that the transition process is as seamless as possible.
Training and Transition Resources
8×8 offers various training options to help you and your team adapt to the new platform. These include:
- Free Quick Tutorials for tech-savvy users
- Free Self-Paced eLearning for more in-depth training
- Paid Customized eLearning, Online Sessions, and Private Online Sessions
- Paid Onsite Visits for personalized training
Additionally, any previously purchased online public sessions on the legacy Fuze platform will be honored when upgrading to 8×8.
Network Readiness and Technical Support
To prepare for the upgrade, you need to verify your system settings, check your network readiness using the 8×8 Network Utility Tool, and conduct User Acceptance Testing (UAT). If you encounter any issues, you can consult your IT department or a network engineer for specific guidance on necessary network adjustments, such as opening firewall ports or modifying DNS settings.
Access to Data and Reports
Before the upgrade, it is recommended to download any desired data, recordings, and reports from the Fuze platform, as these will no longer be available post-upgrade.
Customer Success Managers
For larger enterprise customers, a dedicated Customer Success Manager will work closely with you to guide the upgrade process, ensuring it is seamless and meets your specific needs.
Additional Resources
Fuze and 8×8 provide comprehensive resources, including adoption kits and detailed guides, to help manage the changes and train your team effectively. These resources cover aspects such as verifying your information, checking network readiness, and planning training and change management.
By leveraging these support options and resources, you can ensure a successful transition from Fuze to the 8×8 platform, minimizing disruptions and maximizing the benefits of the new communication tools.
Fuze - Pros and Cons
Advantages
Affordability and Value
Fuze is known for its competitive pricing, starting at $19.99 per user per month, making it an attractive option for businesses of all sizes.
Ease of Use
Users praise Fuze for its user-friendly interface, which is intuitive and easy to adopt. The software’s clear navigation and streamlined experience on any device enhance productivity and efficiency.
Comprehensive Features
Fuze offers a wide range of features including video conferencing, instant messaging, file sharing, call recording, and call forwarding. These features make it a robust communication and collaboration solution.
Reliability
Fuze boasts a 99.99% uptime guarantee, ensuring minimal downtime and technical issues. This reliability is crucial for businesses that rely heavily on their phone systems.
Scalability
Fuze is highly scalable, making it suitable for businesses of all sizes. It can grow with the needs of the organization, providing a consistent and reliable service.
Global Footprint
Fuze has a constantly growing global network of data and telecommunications carriers, allowing for seamless communication across different regions.
Disadvantages
Limited Integrations
One of the significant drawbacks of Fuze is its lack of native integrations with popular business tools, which can make it difficult to connect with other systems seamlessly.
Variable Audio and Video Quality
The quality of audio and video can vary widely depending on the user’s internet connection, leading to poorly recorded videos or calls that are difficult to understand.
Setup Fees
Unlike some competitors, Fuze may require a setup fee, which could be a consideration for some businesses.
Support and Bugs
While Fuze generally has positive reviews, some users have reported occasional bugs and issues. However, these are typically resolved by the support team.
Overall, Fuze is a highly recommended business phone system due to its ease of use, comprehensive features, competitive pricing, and reliable performance. However, it is important to consider the potential limitations, especially regarding integrations and internet-dependent quality issues.
Fuze - Comparison with Competitors
Features and Functionality
Fuze offers a comprehensive set of features including voice calling, video conferencing, instant messaging, file sharing, and more. It is known for its ease of use and strong conferencing capabilities, such as screen sharing, which is particularly useful for training, support, and troubleshooting.User Reviews and Ratings
Fuze generally has more positive user reviews compared to 8×8 X Series, with an average star rating of 4.15 versus 3.72 for 8×8 X Series. Users appreciate Fuze’s strong overall feature set and functionality.Market Presence
Fuze has a significantly smaller market share and customer base compared to 8×8 Communications Platform. While 8×8 has 1,796 customers, Fuze has only 22 customers in the Unified Communications category.Alternatives
8×8 Communications Platform
- This platform offers similar features such as voice calling, video conferencing, and instant messaging. However, it has a larger market share and more customers. It also integrates with various third-party applications and offers robust reporting and analytics tools.
Zoho Desk
- Zoho Desk is an AI-driven customer service platform that prioritizes tickets needing urgent attention and offers AI-powered responses. It includes a multilingual assistant to manage emails, knowledge bases, and mobile queries, making it a strong alternative for customer service-focused communication.
FreshDesk
- FreshDesk is another AI-driven customer support system that prioritizes tickets and fosters team collaboration. It ensures smooth customer journeys and delightful interactions, making it a viable alternative for businesses focusing on customer support.
Zendesk
- Zendesk is a well-known customer service platform that uses AI to prioritize tickets and enhance team collaboration. It offers a comprehensive suite of tools for managing customer interactions and is a strong competitor in the AI-driven communication tools category.
Unique Features of Fuze
- Fuze stands out with its strong conferencing capabilities, including seamless screen sharing and remote support features. It also offers a wide range of tools such as chat/IM management, phone system features, and call management & administration, making it a solid choice for businesses needing a unified communications solution.
Fuze - Frequently Asked Questions
Frequently Asked Questions about Fuze
What is Fuze and what does it offer?
Fuze is a cloud communications and collaboration software platform designed for businesses and enterprises. It unifies voice, video, and messaging into one application, providing features such as call center solutions, phone systems, and video conferencing. This integrated platform helps businesses manage their communications efficiently.How much does Fuze cost?
Fuze offers several pricing plans, starting at $15 per month per user for the Meetings plan. The other plans include Fuze Calling ($25/month), Fuze Pro ($35/month), Fuze International ($45/month), and Fuze Unlimited Global ($65/month). Each plan comes with different features such as varying levels of global calling, meeting participant limits, and messaging capabilities.What are the key features of Fuze?
Fuze provides a range of features including:- Meetings with up to 1000 participants
- Unlimited global calling in various regions or countries depending on the plan
- 1:1 and team messaging
- File sharing
- Integration with other business tools
- Call center and phone system solutions
- Video conferencing capabilities
Is there a free trial available for Fuze?
Yes, Fuze offers a free trial. Businesses can request a free trial to test the service before committing to a plan.What kind of support does Fuze offer?
Fuze provides comprehensive support services, including:- Phone support
- Chat support
- FAQ section
- Forum
- Knowledge base
- 24/7 live support
How does the acquisition by 8×8 affect Fuze?
The acquisition of Fuze by 8×8 aims to accelerate innovation in cloud communications and expand 8×8’s enterprise customer base and global presence. The current features and functionality of the Fuze platform will be maintained, and the combined engineering organizations will focus on delivering innovation on the 8×8 platform.Can guests use Fuze without an account?
Yes, even as a Fuze guest, you can chat with people and groups, share files, and attend meetings with anyone who invites you to join.What kind of training resources are available for Fuze?
Fuze offers several types of training resources, including:- Documentation
- In-person training
- Live online training
- Videos
- Webinars
How do I manage my Fuze account and settings?
Fuze provides a customer portal where you can manage menus, queues, ring groups, and advanced settings for devices and extensions. Additionally, the Fuze Hub allows you to add new locations, port additional numbers, and update user details.What if I have billing or contract questions about Fuze?
For questions about your monthly bill, invoicing, or contract terms (CSA/MSA), you can contact Fuze’s billing support. They are available to address any billing-related inquiries.