I like our new rep she has been most heloful and supportive. Review collected by and hosted on G2.com.

Our compnay has been constantly switched to new account reps which was quite frustrating when trying to get issues resovlved. Review collected by and hosted on G2.com.

Most things can be handled internally by the web portal, to rename extensions, modify ring trail, and the ease of IP phones. Customer servce is friendly, and my direct Rep is the best. Review collected by and hosted on G2.com.

When the systems go down it usually is the 3rd party carrier, and Fusion does not generally react quick enough to get out business back up and running. Review collected by and hosted on G2.com.

We have virtually no issues with our phone and internet services and I can always rely on certain people to be htere to help. Review collected by and hosted on G2.com.

We are continually having issues with the billng department not understanding the issues we are having with them. Review collected by and hosted on G2.com.

-The product was satisfactory while we used it Review collected by and hosted on G2.com.

-Excessive resistance from customer support to speak to a representative with decision-making power

-Little to no communication from anyone while tickets are being investigated. Emails / prompts to follow up on tickets leads to more tickets being created (with and without your permission) which resets Fusion Connects mandatory 30-day wait period for a response

-Customer service representatives do not have information needed to answer questions, and they will deny all attempts to speak to someone then or to schedule a call with someone else to get your questions answered. They tell you that they will make a ticket and someone will email (not call or speak with you) you a response that you can then respond to, likely leading to another ticket being created. The process for talking to anyone with the proper knowledge and authority is unecessarily frustrating.

-Service orders will be automatically renewed without explicit permission. Our company signed a three-year service order in 2017 that expired in 2020, only to find out that the service order was silently renewed annually and we have been paying for services that we haven't used in over a year. Attempts to cancel this contract mean you have to pay an early termination fee which they calculate based off of the remaining time on your contract, meaning you are essentially just paying for the rest of the contract up front. Review collected by and hosted on G2.com.

Kathie RayVoice Provisioner | Fusion Connect has been amazing in her help she is always quick to respond and resolve the problem. I can not emphasize enough how helpful and such a joy to work with Review collected by and hosted on G2.com.

Downside is that phones tend to go to voicemail directly when you are not on the phone Review collected by and hosted on G2.com.

The most helpful thing about Fusion Connect is that there is always someone available. If an Account Manager moves on, we get notified right away with a new contact. Review collected by and hosted on G2.com.

Somestimes there is a delay. However it is close to the holiday season! Review collected by and hosted on G2.com.

Recently my tech support experiences have been wonderful. I've had my issues taken care of quickly without too much back and forth. Review collected by and hosted on G2.com.

Our equipment needs to be rebooted about every month or so. Just frustrating to have the fax go down so frequently. Review collected by and hosted on G2.com.

Willing to dedicate resources to win an account Review collected by and hosted on G2.com.

Industrialization, which can be a winner and the source of losing trust from a client if we forget to involve Indirect Sales powerhouses Review collected by and hosted on G2.com.

Fusion Connect is good when it is working. I really like the CHAT option. Review collected by and hosted on G2.com.

It may take some time and several calls for a problem to be resolved. At times it is hard to under the support rep with their heavy accent. Lately the Chat session has been slow. Review collected by and hosted on G2.com.

Fusion has a modern approach to intergrating legacy system to modern technology Review collected by and hosted on G2.com.

I don't have a down side. Being a customer for many years just moving to a modern view technology. Review collected by and hosted on G2.com.