Fuze Mobile 4+

Easy to use

Fuze Mobile App has been nothing but simple to work with. I have had no issues and love the new updates. Looking forward to seeing what else they continue to roll out.

Developer Response ,

We are happy to hear you find our app simple to use.

Lacking common sense features

I log into 19+ phone queues in fuze, which it is NOT designed to handle—apparently my company has pushed to have our instance enhanced to function to our needs. The mobile app lags all the time and doesn’t display any of the queues like the desktop client. There is no way to do warm transfers, you can merge calls but if you hang up it kills the whole thing. The mobile app also doesn’t display which phone queue incoming calls are coming into, which has made it extremely difficult to troubleshoot issues with my help desk team and Fuze support. Fuze support is unavailable for end users, even for basic questions and issue reporting, as if any internal help desk team isn’t already busy enough that they need one more task on their plate to handle as middle-men. And there is no documentation anywhere on the app permissions—why do you need motion & fitness access for a soft-phone?

Fuze has the right idea with the UI and general features housed in a single client. I understand the mobile app is supplemental to the desktop client. But that shouldn’t mean a user loses access to certain features because of the different platform. There is a lot of potential here, it’s just buried. Realistically I think this deserves 1-star, but the Fuze dev team seems to be listening (or has been pressured enough) so that deserves a star on its own.

Developer Response ,

Hello, thank you for your candid feedback. We are sorry to hear the mobile app is not working well for you. You can in fact do warm transfer in the app as described here https://help.fuze.com/hc/en-us/articles/360011311273-Transfer-a-Call. We use the motion & fitness permission for safety reasons, to put you in "car mode" if you join a meeting while driving. Regarding queue support, we will make sure to pass along your feedback to our product team for evaluation and inclusion in a future release. For any other issues, please continue to work with your IT team to open a Support Case through Fuze Community.

Mobile app user

There is NO way to tell if someone is calling my department(they called my company and chose the voice prompt option 1, meaning they require restoration services, so everyone in my Dept’s phones ring and they can speak to whoever answers first bc that person is available to assist them) or if they are calling my direct Fuze number/extension (meaning ONLY my phone is ringing). So I have NO IDEA if I can wait for someone else to answer should I be in the middle of something else (helping someone in person for example).
Also every outgoing call I make displays my DIRECT# on the customers caller ID. Instead of the main # for the company. So if they return a missed call on a day I’m off they think the entire business is closed. When I’m calling a customer about their job they should be seeing the main company number so they can call back if there’s issues or a question and actually be able to speak to someone. Not leave a msg nobody may hear for 3 days & think the company ignores them. Half the time my calls are sent straight to voicemail bc nobody recognizes my direct line number and have no idea why I’m calling. Bc they called the company main number to setup their service