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Zendesk vs Fuze Comparison
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Overview
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...
Fuze - formerly ThinkingPhones - is a cloud based unified communications platform (UCaaS) enabling multi-channel support...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
No screenshots yet
Pricing
Starting from
49
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
15
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
Pros
I love the scaleability and flexibility. The collaboration we are able to achieve across the company now is amazing.
Easy to use and has most of the features that are in Skype, Nice use of video and good voice quality.
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
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.
Cons
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.
Some of the functionality is not as straightforward to use as it should be. It can integrate contacts from other sources, but sometimes does a poor job.
Nick C.
I failed to find even a single deficiency in it.
Gregg L.
Key features
- Total features181
- API
- Account Alerts
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Attendee Management
- Audio / Video Conferencing
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Conferencing
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Cataloging/Categorization
- Change Management
- Chat/Messaging
- Churn Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Fax Management
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR / Voice Recognition
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Meeting Management
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Presentation Streaming
- Presentation Tools
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Unified Communications
- Usage Tracking/Analytics
- Video Conferencing
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Win / Loss Analysis
- Workflow Configuration
- Workflow Management
- Total features24
- API
- Account Alerts
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Attendee Management
- Audio / Video Conferencing
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Conferencing
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Cataloging/Categorization
- Change Management
- Chat/Messaging
- Churn Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Fax Management
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR / Voice Recognition
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Meeting Management
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Presentation Streaming
- Presentation Tools
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Unified Communications
- Usage Tracking/Analytics
- Video Conferencing
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Win / Loss Analysis
- Workflow Configuration
- Workflow Management
