TechValidate Research on Fuze

7 Case Studies


fuze Case Study

Leading European Provider of B2B Digital Infrastructure Services

Introduction

This case study of a medium enterprise telecommunications services company is based on an August 2021 survey of fuze customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We were looking for a sophisticated, centrally-managed, modern, reliable, and user-friendly communications platform and Fuze fit those requirements.”

Challenges

Eurofiber is the largest provider of open networks in the Benelux region with more than 38,000 kilometers of network across the Netherlands. Prior to using Fuze, each business unit across the company had its own type of telephony or communications infrastructure, leading to a complex set of disparate systems that were difficult to manage, minimal visibility into basic reporting, and issues with platform reliability. In addition, there was no option for an easy integration with Salesforce.

The business challenges that led the profiled company to evaluate and ultimately select Fuze:

  • Had the following challenges:
    • Difficult to manage systems
    • On-premises/legacy/traditional systems
    • Disparate communications solutions
    • Address shift in preference for workforce collaboration tools
    • Unify or bring together a distributed workforce

Use Case

The key features and functionalities of Fuze that the surveyed company uses:
-Fuze Calling
-Fuze Contact Center

Results

The surveyed company achieved the following results with Fuze:

  • Have seen the following benefits with Fuze:
    • Increased employee engagement
    • Increased flexibility
    • Improved ability to work from home
    • Increased time savings in deploying and/or training employees

fuze Case Study

Tri Plus Services, Inc.

Introduction

This case study of TriPlus Services, Inc. is based on a February 2021 survey of fuze customers by TechValidate, a 3rd-party research service.

“TriPlus offers comprehensive actuarial and claims consulting services in the LTC market. Our services include full administration or help with more targeted initiatives.”

“14 years ago, we sought a partner that would be a partner as we developed from a basic SOHO on-premise system to a robust host VOIP and contact center. FUZE (F.K.A) ThinkingPhones, we recommended as the specialist that would work with us to develop a lot of the core features we still use today.”

“Partnership” and local to our home office in Massachusetts. The white-glove treatment in the initial contact as well as the list of available features. Also, Fuze F.K.A Thinking Phones was ready to push the envelopes and assist us in pushing creativity and new ideas for complicated needs and requirements—the list of reasons that solid us is very long, which is excellent."

“I will continue to repeat myself, but the partnership. Since the beginning, we have been with Fuze services, which in the cloud provider space is a long time. The longevity is an indicator of the Fuze service level, and commitment to us as a client meets our needs and expectations.”

“The white glove services are something that we have been experiencing at an early stage in our collaboration. The team we have had over the years and at this very much is topnotch and echoes the excellent at Fuze. Holding this white-glove service for TriPlus is a bonus that we believe is essential. Having access to resources that can assist with needs and new demands is take your breath away.”

“Dedicated to outstanding results for every client via collaborative relations, process effectiveness, and sophisticated technology. Continually doing what is best for the client.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select fuze:

  • On-premises/legacy/traditional systems
  • Ensure business continuity

Use Case

Satisfaction with Fuze products and services:

  • Calling: Very Satisfied

Results

Has realized the following benefits with Fuze:

  • Increased productivity
  • Increased flexibility
  • Improved ability to work from home
  • Improve customer experience or satisfaction
  • Reduced cost and complexity
  • Increased time savings in deploying and/or training employees
  • Improved security and business continuity

fuze Case Study

Publicisgroupe

Introduction

This case study of Publicisgroupe is based on a February 2021 survey of fuze customers by TechValidate, a 3rd-party research service.

“Publicis Groupe SA engages in the advertising industry. Its services include customer relationship management, direct marketing, sales promotion, events management, public relations, and corporate, multicultural, and financial communications.”

“The Contact Center solution, ease of call flow management, and e-fax solution are three of the key reasons we are extremely happy with Fuze.”

“Fuze Services has been great! We have had changes within our contact center that involved multiple changes in the geo-routing of our contact center agents along with the changes in queue structure. I just finished a project and it was a success due to Nathaniel Milbery who was the Fuze Engineer assigned. The attention to detail before the changes along with pre-testing made the Friday night changes go smooth. Monday morning he was on line helping test and fix whatever small issues came up and all everyone was extremely happy with the results.”

“Roger Eckroat is our Success Manager and he is wonderful! We could not be more pleased with his handling of our account. We have weekly meetings and if something comes up outside that meeting, he is always available to help us expedite a ticket or answer any questions we have. The support he gives us makes me feel we are his only account….which of course I know is not true but it’s nice to know we are in good hands!”

“Over the last few years, Fuze support along with Contact Center (Fuze Desktop/Mobile agents and Managers) has gone from ok to outstanding! We would have been in big trouble with Covid and the forced work from home if Fuze did not have an excellent product along with their support! I would recommend Fuze for anyone looking to replace their phone system and especially for a Contact Center solution.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select fuze:

  • They were looking for a Contact Center solution for their auto brand business.

Use Case

Satisfaction with Fuze products and services:

  • Calling: Very Satisfied
  • Contact Center: Very Satisfied
  • Salesforce Integration: Very Satisfied

Results

The surveyed company achieved the following results with fuze:

  • Increased productivity
  • Increased flexibility
  • Improved ability to work from home
  • Improve customer experience or satisfaction
  • Reduced cost and complexity
  • Increased time savings in deploying and/or training employees

fuze Case Study

Absolute Care

Introduction

This case study of AbsoluteCare is based on a January 2021 survey of fuze customers by TechValidate, a 3rd-party research service.

“Fuze was cloud based, secure, offered an API, and provided the functionality that AbsoluteCare needed to build a successful communication strategy. Call Center, Messaging, Calling, and Meetings were all well integrated and easy to use.”

“The Project Management Teams during implementation are very knowledgeable and thorough. They understand that each implementation is different, yet use their experience to ensure all the details are covered prior to go live.”

“Fuze’s messaging platform is one of the best we’ve seen. It is simple and easy to use, and is now one of the most important internal operational tools the company uses. EVen before COVID-19, messaging was important. Now that many people are working remotely, it is a core business application.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select fuze:

  • Had the following challenges:
    • Difficult to manage systems
    • On-premises/legacy/traditional systems
    • Address shift in preference for workforce collaboration tools
    • Unify or bring together a distributed workforce
    • Enable a remote or distributed workforce
    • Security across communications tools
    • Ensure business continuity

Use Case

The key features and functionalities of fuze that the surveyed company uses:

  • Satisfaction with Fuze products and services:
    • Calling: Very Satisfied
    • Meetings: Satisfied
    • Chatting: Very Satisfied
    • Contact Center: Very Satisfied

Results

The surveyed company achieved the following results with fuze:

  • Have seen the following benefits with Fuze:
    • Increased productivity
    • Increased employee engagement
    • Increased flexibility
    • Improved ability to work from home
    • Improve customer experience or satisfaction
    • Improved security and business continuity

fuze Case Study

Livent Corporation

Introduction

This case study of Livent Corporation is based on a January 2021 survey of fuze customers by TechValidate, a 3rd-party research service.

“In the past, we used Avaya telephony solutions and wanted to fully centralized on a flexible, hosted solution.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select fuze:

  • Had the following challenges:
    • Poor quality/dropped calls
    • Difficult to manage systems
    • On-premises/legacy/traditional systems
    • Disparate communications solutions
    • Costly communications solutions
    • Enable a remote or distributed workforce
    • Security across communications tools
    • Ensure business continuity

Use Case

The key features and functionalities of fuze that the surveyed company uses:

  • Satisfaction with Fuze products and services:
    • Calling: Very satisfied
    • Contact Center: Satisfied
    • Microsoft Teams Integration: neutral

Results

The surveyed company achieved the following results with fuze:

  • Have seen the following benefits with Fuze:
    • Increased productivity
    • Increased flexibility
    • Improved ability to work from home
    • Improve customer experience or satisfaction
    • Reduced cost and complexity
    • Increased time savings in deploying and/or training employees
    • Improved security and business continuity

fuze Case Study

FMC

Introduction

FMC Corporation, an agricultural sciences company, provides innovative solutions to growers around the world with a robust product portfolio fueled by a market-driven discovery and development pipeline in crop protection, plant health, and professional pest and turf management. For more than 130 years, the foundations of FMC have been agriculture and innovation. Its purpose is to improve agricultural growth through sustainable crop protection. What sets FMC apart is that its 6,500+ workforce is aligned with the company’s purpose and values. And what motivates FMC employees is the trust of farmers and industry partners to protect crops, maximize yields, and enhance sustainability. This case study of FMC is based on a December 2020 survey of Fuze customers by TechValidate, a 3rd-party research service.

“The quality of the service is impressive, and you can work everywhere without specific hardware. You can use your cellphone, software, etc.”

“Fuze is a key partner to us and delivers a fantastic customer experience end-to-end (starting in the project and then going to the operation). They are always innovating, developing new features, and hearing customer feedback.”

“For Latin America and Mexico, we started the implementation last year, replacing the legacy solution. We moved the locations to Fuze with softphone and headset that improved the users’ performance and enabled the ability to work everywhere. Then, with the beginning of the pandemic, we continue to expand/implement for the other sites successfully, and now we are 100% UCaaS. So, I am proud to have Fuze as a partner.”

Challenges

Prior to Fuze, FMC had a legacy solution in place for its communications. It carried a high cost any time they wanted to open new offices or expand the business. It was inflexible and created challenges when they wanted to expand or shrink.

The business challenges that led FMC to evaluate and ultimately select Fuze included:

  • On-premises/legacy/traditional systems
  • Costly communications solutions
  • Unify or bring together a distributed workforce
  • Enable a remote or distributed workforce
  • Ensure business continuity

Use Case

FMC found the Fuze solution to be a perfect match with its business. The flexibility of the Fuze platform allowed FMC to quickly grow in different locations and expand the running independent of the world’s region. The Fuze solution provides FMC with the ability to work everywhere without a specific hardware dependency. FMC describes Fuze as a key partner that delivers a fantastic customer experience end-to-end. "They are always innovating, developing new features, and hearing customer feedback added FMC’s Regional IT Infrastructure Manager.

The key features and functionalities of Fuze used by FMC:

  • Calling: Very Satisfied
  • Contact Center: Very Satisfied

Results

Since deploying Fuze to its workforce, FMC has realized the following benefits:

  • Increased productivity
  • Increased flexibility
  • Improved ability to work from home
  • Reduced cost and complexity
  • Increased time savings in deploying and/or training employees

fuze Case Study

Micro Focus

Introduction

Micro Focus is one of the world’s largest enterprise software providers. Micro Focus helps their customers accelerate, simplify, secure, and analyze their business and operations across the four core pillars of digital transformation. By bridging their existing and emerging technologies, enabling them to run, transform, and adapt. This case study of MicroFocus is based on an October 2020 survey of Fuze customers by TechValidate, a 3rd-party research service.

“As one of the global telco admins, the biggest key reason to choose Fuze was that I didn’t have to manage any more physical PBXs or all the supporting cards and wires and cables and everything. We needed a single provider to handle all of our telecommunications needs with minimal reliance on local hardware and circuit, while providing us the lowest costs. Fuze fits that bill. Fuze delivers our voice infrastructure at a global level while providing us the greatest flexibility to work from nearly anywhere with an internet connection. We didn’t even know how transformational our move to Fuze would be, if we were still on our old system our company would be scrambling to find a service our users could utilize in this global pandemic, but because we were already fully using the Fuze platform, when the pandemic hit, we were able to switch from working in the office, to working from ANYWHERE instantly. I still don’t think our company recognizes the power that Fuze gave us, but as one of the global telco admins, I CERTAINLY do!”
— D SKye Hodges, IT Technician at Micro Focus

Challenges

The business challenges that led Micro Focus to evaluate and ultimately select Fuze:

  • Difficulty managing on-premises and traditional communications systems across geographies
  • Disparate communications solutions
  • Costly communications solutions
  • Inability to ensure business continuity

Use Case

Micro Focus is using Fuze to power its communications and collaboration across its 10,000 end users.

  • Overall Satisfaction with Fuze products and services:
    • Calling: Very Satisfied
    • Meetings: Satisfied
    • Chatting: Satisfied
    • Contact Center: Very Satisfied

Results

Micro Focus achieved the following results with Fuze:

  • Increased productivity
  • Increased employee engagement
  • Increased flexibility
  • Improved ability to work from home
  • Improve customer experience or satisfaction
  • Reduced cost and complexity
  • Increased time savings in deploying and/or training employees
  • Improved security and business continuity



More Research on Fuze