Fuze Pricing, Features, Reviews & Alternatives

Fuze

Multi-channel support for customers, partners & staff

4.22/5 (68 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.
www.fuze.com

Pricing

Starting from
$15/month
Pricing options
Subscription
Value for money
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Devices

Business size

S
M
L

Markets

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

Supported languages

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

Fuze user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.0
  4.4
  3.8
D. SKye H.

Enterprise level telephony, in the cloud

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Jonathan D.

Everything we wanted

Used daily for 6-12 months
Reviewed 2020-10-14
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Jit D.

Very modern and reliable product

Used daily for 2+ years
Reviewed 2021-05-25
Review Source: Capterra

Much better than other providers and keeps you up to date with KPIs and also the quality of the product is great.

Pros
Interface is very easy to use, and the software integrates seamlessly across all devices, meaning you can always stay on top of your calls.

Cons
Sometimes it completely stops working however this is expected with all software products. Could be something they work on reducing the frequency of.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Ikaika K.

Keep Looking

Used daily for 2+ years
Reviewed 2018-08-30
Review Source: Software Advice

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
Features
Customer support

Likelihood to recommend: 2/10

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Anonymous

It's OK, does what it needs to most the time

Used daily for 2+ years
Reviewed 2021-06-08
Review Source: Capterra

Pros
It's relatively easy to use. It does what it needs to do. But I feel it could be better.

Cons
I often have to restart the application. It sometimes has an echo on the line. And I personally am not a fan of the UI and the Contacts aspect but others may like that.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 5/10

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Fuze pricing

Starting from
$15/month
Pricing options
Subscription
View Pricing Plans

Hosted and licensed

Fuze features

Mobile Access

API (533 other apps)
Access Controls/Permissions (315 other apps)
Activity Dashboard (422 other apps)
Alerts/Notifications (451 other apps)
CRM (322 other apps)
Calendar Management (318 other apps)
Contact Management (379 other apps)
Customer Database (342 other apps)
Customizable Branding (379 other apps)
Customizable Templates (332 other apps)
Data Import/Export (450 other apps)
Email Management (330 other apps)
Email Marketing (484 other apps)
Reporting & Statistics (447 other apps)
Reporting/Analytics (654 other apps)
Search/Filter (326 other apps)
Social Media Integration (328 other apps)
Surveys & Feedback (312 other apps)
Third Party Integrations (457 other apps)