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unified-communications-service thinkingphones All Markets > Unified Communications as a Service

Fuze (formerly ThinkingPhones)

2.0 out of 5.0 (2 ratings)

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  • 2 out of 5.0, Reviewed

    Product(s): Fuze UCaaS, ThinkingPhones UCaaS

    Inflexible approach, procedure driven. Don't build collaborative relationship.

    Overall Comment

    The sales team are quick to promise, but not accurate. We had to compromise in a few areas once we realised they could not deliver. Basic MAC requests were very slow, now just about bearable. Would prefer a complete self-service model. Repeated implementation issues - they don't learn from previous deployments. Don't listen well, often try to react before understanding what the scope of the request is. Their on-site team to install our new desk phones was laughable. Very unprofessional and caused more clean up work for our in-house team once they had gone.

    What one piece of advice would you give other prospective customers?

    Be sure that other vendors are unable to meet your requirements. Add and extra 30 days to any implementation to ensure you review all their assumptions.

    What do you like most about the product or service?

    Support for a more flexible employee working model.

    What do you dislike most about the product?

    Lack of integration with Microsoft products. They seem to be focussed on trying to compete in many areas where the could integrate. Consequently, many of their new features will go unused due to duplication. Their current PC softphone is based on open source software and has not been updated in a long time, consequently, it has limited features and support.

    What one thing do you wish the vendor did differently?

    Take accountability and deliver what they promise.

    If you could start over, what would your organization do differently?

    Insist that their engineers demonstrate the full solution, to ensure they understand what is being asked of them. Not trust them to get their own implementation right. Misconfigured phones, being a constant issue.

    Product capabilities - overall comment

    Basic dialtone works as expected. iOS app is weak and crashes regularly. PC app is outdated, but functional. MACs are improving, phone activations still an issue, new deployments are still challenging.

    Service & support - overall comment

    Beurocratic, defensive and non collaborative


  • 2 out of 5.0, Reviewed

    Product(s): ThinkingPhones UCaaS

    Not a good selection.

    Overall Comment

    Unable to deliver on feature commitments and acceptable service levels.

    What one piece of advice would you give other prospective customers?

    Voice service is critical for business. Don't bother with UC functions unless basic VoIP is solid for your needs.

    What do you like most about the product or service?

    At this point it's substandard VoIP.

    What do you dislike most about the product?

    Not reliable. We can't move to full featured UC until basic VoIP is reliable.

    What one thing do you wish the vendor did differently?

    Unfortunately there are many. Meeting feature and service commitments are in the top.

    If you could start over, what would your organization do differently?

    Ensure acceptable performance of delivery capabilities in a multi-geographic, 30+ day proof of concept test. Ensure availability and response service level commitments are solid with a documented monthly score card.

    Product capabilities - overall comment

    Reliable service is a big one. It's not there, even for basic VoIP it's lacking.

    Service & support - overall comment

    Poor reponse to most problems.

    Integration & Deployment - Overall comment

    Disorganized deployment process, numerous deployment management changes, lack of control or expertise with international carriers, ports occuring unexpectedly, management involvement is limited to lip service.

    2 of 2 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
2.5

Ability to understand your organization's needs

(2)
3.0

Timely and complete response to product questions

(2)
2.0

Pricing and contract flexibility (pricing and terms)

(2)
3.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
2.0

How long did your deployment take?

3 - 6 months (<6)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Quality and availability of end-user training

(2)
3.0

Ease of deployment

(2)
1.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
1.5

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(2)
2.0

Quality of technical support

(2)
2.5

Quality of peer user community

(1)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
2.0

Telephony

(2)
2.5

Mobility

(1)
3.0

Customer Self-Provisioning Portal

(1)
1.0

Installation and Integration

(2)
2.0

Customer Service and Support

(2)
1.5

Scaled for Large-Enterprise Support

(2)
1.0

Multinational Support

(2)
2.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Rollout and Install

Vendor/Product Selection


Why did you purchase an Unified Communications as a Service suite?

Save money

Create internal/operational efficiencies

Improve end user experience

Provide common tools across the entire business


What other vendors were considered?

8x8

Microsoft

AT&T

ShoreTel

West IP Communications


What were the key factors that drove your decision?

Overall cost

Global availability

Service capabilities and technological innovation

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

APAC

EMEA

Europe, Middle East and Africa