Home > Business Phone Systems > Twilio > Twilio vs Fuze

Twilio vs Fuze

Last Updated: November 18th, 2024

Our analysts compared Twilio vs Fuze based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Twilio is a cloud communication platform as a service provider that enables businesses to embed phone, VoIP and messaging into web, desktop and mobile applications through web service APIs. Developers can design more efficient self-service call flows and trigger custom business processes through its low-code builder, Studio. Teams can make and receive phone calls, send and receive text messages and communicate in other ways. Developers can build new apps with a wide range of existing global cellular networks and enhance audio conferencing infrastructure through its Voice API. It helps augment existing contact centers with voice, SMS, IVR and a chatbot and integrates with Whatsapp, Facebook Messenger and Webchat.

Omnichannel customer service ensures sustained engagement through click-to-dial, automated text notifications, intelligent routing and callback service during peak hours. It blocks unlawful robocalls and ensures increased call answer rates through call trust indicators. It empowers businesses to create video apps and embed videos through dedicated SDKs for Android, iOS and JavaScript.

Fuze is a cloud-based business phone system that provides a range of communication and collaboration tools for businesses of all sizes. It offers features such as voice calling, video conferencing, instant messaging, file sharing, and more. Fuze is designed to be easy to use and manage, and it can be integrated with a variety of other business applications. It is most suited for businesses that need a reliable and affordable phone system with advanced features.

Some of the key benefits of Fuze include its affordability, ease of use, and scalability. Fuze is also highly reliable, with a 99.99% uptime guarantee. Additionally, Fuze offers a variety of popular features, such as call forwarding, voicemail, and call recording. Fuze compares favorably to similar products based on user experiences within the context of Business Phone. It is generally considered to be one of the best business phone systems on the market.

Fuze offers a variety of pricing plans to fit the needs of businesses of all sizes. Plans start at $19.99 per user per month, and they include a variety of features. Fuze also offers a free trial so that businesses can try the service before they commit to a paid plan.

$150/User, Monthly, Usage-Based

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$15/User, Monthly

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Product Insights

Global Reach: Twilio enables businesses to connect with customers worldwide through voice, messaging, and video, breaking down geographical barriers and expanding market presence.
Scalability: As your business grows, Twilio effortlessly scales with you, ensuring that your communication capabilities can expand to meet increasing demand without the need for significant infrastructure investments.
Flexibility: With its API-first approach, Twilio offers unparalleled flexibility, allowing businesses to customize and integrate communication features into their existing workflows and systems seamlessly.
Cost Efficiency: By leveraging cloud communications, Twilio reduces the need for expensive hardware and maintenance costs associated with traditional communication systems, providing a cost-effective solution for businesses of all sizes.
Enhanced Customer Experience: Twilio's advanced features, such as automated SMS notifications and personalized voice responses, enable businesses to offer a more engaging and responsive customer service experience.
Reliability: Twilio's robust infrastructure ensures high availability and reliability, minimizing downtime and ensuring that businesses can maintain communication with their customers around the clock.
Security: With a strong commitment to security, Twilio provides features like end-to-end encryption and compliance with industry standards, ensuring that sensitive communication data is protected.
Real-Time Analytics: Twilio offers detailed analytics and reporting tools, giving businesses valuable insights into their communication performance and customer interactions, enabling data-driven decision-making.
Multi-Channel Support: Twilio supports a wide range of communication channels, including SMS, MMS, voice, video, and email, allowing businesses to reach customers on their preferred platforms.
Developer Friendly: With comprehensive documentation, SDKs, and support resources, Twilio is designed to be developer-friendly, reducing the learning curve and accelerating the development of custom communication solutions.
Innovation: Twilio is at the forefront of communication technology, regularly introducing new features and capabilities that enable businesses to stay ahead of the curve and leverage the latest advancements in communication tech.
Integration Ecosystem: Twilio integrates with a wide array of third-party applications and services, enhancing its functionality and allowing businesses to create a seamless ecosystem of tools tailored to their needs.

Seamless Communication: Fuze unifies all communication channels, including voice, video, messaging, and file sharing, into a single, intuitive platform, enabling seamless collaboration and efficient information exchange.
Enhanced Productivity: By integrating with popular business applications and offering features like presence management, call recording, and transcription, Fuze streamlines workflows, reduces distractions, and boosts productivity.
Cost Savings: Fuze eliminates the need for multiple communication systems, reducing hardware and maintenance costs. Its cloud-based architecture also offers flexible pricing options, allowing businesses to scale their communication needs without breaking the bank.
Improved Customer Experience: Fuze's omnichannel capabilities empower businesses to provide exceptional customer service across all channels, ensuring prompt and personalized responses that enhance customer satisfaction.
Increased Mobility: Fuze's mobile app allows employees to stay connected and productive from anywhere, enabling remote work and flexible schedules that cater to modern business needs.
Enhanced Security: Fuze adheres to industry-leading security standards and employs robust encryption protocols to protect sensitive data and ensure compliance with regulatory requirements.
Scalability and Flexibility: Fuze's cloud-based infrastructure allows businesses to easily scale their communication systems as their needs evolve, accommodating growth and changes in business operations.
Improved Collaboration: Fuze's video conferencing and screen sharing capabilities foster effective collaboration among team members, regardless of their location, breaking down geographical barriers and promoting teamwork.
Simplified Management: Fuze's centralized administration portal provides IT teams with a comprehensive view and control over the entire communication system, simplifying management and reducing administrative overhead.
Exceptional Support: Fuze offers dedicated customer support, ensuring that businesses receive prompt assistance and guidance whenever needed, minimizing downtime and maximizing system uptime.

Phone Numbers: Use APIs to monitor a number’s entire lifecycle. Facilitate global innovation to ensure that all number-based apps are secure from disruption. Get a hold of numbers that have undergone intensive testing. Port your existing numbers through an online application or email. Choose from over 65,000 phone numbers from the inventory and pick from a range of phone number types.
Elastic SIP Trunking: Get PSTN connectivity for any SIP device in a network. Automatically scale up or down with unlimited capacity. Add innovative cloud communication features, including voice insights, Twilio Interconnect and call control. Simplify the network, don’t pay any channel or port fees and ensure optimized security. Make use of disaster recovery features to safeguard the service.
Short Code: Increase reachability with shortcodes available in the U.S., Canada and the U.K., and long code numbers available in over 100 countries. Enable throughput at 100 messages per second. Reroute to standard long-code phone numbers in the U.S. if a carrier is unable to receive messages from short codes. Access automatic picture transcoding, character encoding and message assembly, ensuring message delivery without custom code.
Email Marketing: Import and sync large contact lists within minutes. Use the powerful segmentation engine to manage and send emails to any number of people. Choose a design flow using the drag-and-drop option or the code editor. Easily schedule a one-time email or set up an automated email series.
Account Security: Eliminate fake account creation, secure new users and reduce fraud. Deliver detailed carrier and caller information using Lookup. Make informed decisions regarding who can contact and who cannot. Secure business and a large volume of customers with Authy, enabling two-factor authentication to the log-in via TOTP, push and SMS.
Enhanced Emailing: Deliver all emails without interruptions with the propriety MTA (mail transfer agent), intuitive console, email experts and more. Activate automated email queue handling and throttle risk detection. Use sender authentication, SPF (Sender Policy Framework), DKIM (Domain Keys), reverse DNS (Domain Name System) and dedicated IP addresses to improve deliverability and reliability.
Improved Video Experience: Integrate videos directly into the app to enjoy a customized experience. Design a layout or choose one from the pre-configured options. Monitor participant network quality with Network Quality API. Create engaging whiteboards, animation and more with DataTracks. Allow screen-sharing to improve collaboration. Add live chat and support phone dial-in when the internet is unavailable.
Voice API: Quickly scale and modify a voice experience and add a wide array of customizations and resources. Add features such as Interactive Voice Response (IVR), recording transcriptions and speech recognition. Enable reliable, high-quality connections supported by the Twilio Super Network. Place quality calls by facilitating access to global carriers, infinite scaling and private links to the cloud.
Messaging API: Engage customers across the globe with 1,500 redundant partner carrier connections, phone numbers in over 100 countries and more than 200 types of numbers. Support channels such as SMS, MMS, OTT, email and more. Use intelligent sender selection for consistent, localized and compliant messaging. Message worldwide using over 200 phone number types, including shortcodes, alphanumeric and toll-free numbers. Use message insights to check status callbacks and real-time analytics.
Applications:
- Flex: Enable digital-first engagement with a broad span of communication channels managed through one platform. Continuously inspect, adapt and adjust any part of the contact center. Facilitate personalized interactions with customers by providing agents access to contextual information.
- Frontline: Assist clients and forge relationships despite geographical location. Provide support on any channel, including SMS, MMS, WhatsApp and chat. Transfer conversations between channels and employees and direct inquiries to the next employee. Manage privacy and compliance with SSO authentication and number anonymization. Use native push and badge notifications, ensuring employees never miss any alerts. Send and receive media and messages across channels using a single app.
- Segment: Unify data and enhance engagements by reaching out to the customers with the right message and using the right channel. Build personalized engagements by creating a single, holistic view of the customer journey rather than wasting endless hours on data. Collect user data from every interaction and combine it from various sources to better understand each customer. Catch quality data issues at the start and fix them automatically. Get rid of old, incomplete and inaccurate data.

Next-Gen Calling: Start a video call immediately, despite location. Upgrade a 1:1 voice call into a video call in an instant. Communicate quickly with team members and enhance collaboration. Improve cross-functional engagement. Attain flexibility by eliminating the limitations attached to a traditional phone system.
Global Voice: Experience high-quality calls. Get unmetered calls to over 110 countries with over 50 carrier relationships. Attain multiple integration support and hybrid approaches.
Devices: Use desk phones designed with exceptional voice quality and easy-to-use control buttons. Choose from options such as noise control, HD audio and HD video commands. Use Telepresence Connect to enable interoperability between different devices and eliminate the need to log in to access the hardware.
Audio and Video Conferencing: Allow up to 1,000 participants in meetings on OSX, Android, Windows and the web. Schedule, host and join hostless meetings. Begin ad hoc meetings from the integrated team messaging or from Slack or Microsoft Teams. Check camera, microphone and speaker defaults in the settings option and preview them, ensuring that meetings start off on the right foot.
Rooms: Create a top-notch collaboration space for a reasonable price. Receive and make calls easily from a DID-enabled Room. Experience consistency across different devices and meeting spaces. Reuse USB equipment. Incorporate any H.323 or SIP endpoint in the meeting.
Collaboration Tools: Use whiteboarding features to enhance team collaboration. Integrate to Dropbox and Box to share information smoothly during meetings. Upload content directly from where it is stored. Manage the agenda through meeting notes, keeping a tab of important comments and more.
Meeting Types: Take advantage of different meeting types, including team meetings, sales presentations and company town halls. Choose a meeting type depending on the type of interaction and the audience. Schedule invite attendees, webinars and more for large meetings with up to 1000 participants. Access all meeting settings like screen share and meeting controls as a presenter or host, while the other participants are on mute and cannot unmute until the presenter/host unmutes them.
Agent Access: Use a single communication application for all needs. Receive calls from the inbound queue, message team members or join a team meeting. Attain flexibility to answer calls anywhere. View queue statistics and enable easy sign-in or sign-out.
Supervisors and Managers: Manage call flows, IVRs and agent status. Communicate effectively with people inside and outside the contact center. Get an overview of metrics, monitor calls, manage agent status and more. Allow callers to connect to the right agent hassle-free.
CRM and Help Desk Integrations: Create valuable integrations that give the agents relevant information about callers. Once calls are completed, automatically sync call information to accounts or cases. Build integrations or work with the professional services team to customize workflows.
Data Analytics: Attain a detailed look into queues managed by supervisors. Access real-time data, agent statistics and caller information. Perform detailed research and trend analysis.
Team Messaging: Eliminate the hassle of switching between applications and devices to reach a colleague. Connect group members quickly using the messaging platform that supports 1:1 chats and group chats. Send images, documents and links to team members. Switch from a group chat to a group call effortlessly. Keep in touch with colleagues via SMS/MMS chats. Search the history of messages in particular conversations or documents.
Integrations: Edit meeting settings directly from the Google Calendar or Outlook Calendar. Connect with colleagues, third-party individuals and clients without leaving the email application. Schedule and make meeting calls from Gmail or Outlook. Integrate with Office 365 contacts and Google contacts to manage and sync contacts.

Product Ranking

#9

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#21

among all
Business Phone Systems

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Analyst Rating Summary

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User Sentiment Summary

90%

of users recommend this product

Twilio has a 'excellent' User Satisfaction Rating of 90% when considering 630 user reviews from 4 recognized software review sites.

76%

of users recommend this product

Fuze has a 'good' User Satisfaction Rating of 76% when considering 537 user reviews from 5 recognized software review sites.

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4.5 (333)

3.5 (120)

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4.15 (72)

4.6 (241)

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3.8 (75)

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3.7 (200)

Awards

Synopsis of User Ratings and Reviews

Easy Setup: Twilio's user-friendly interface and comprehensive documentation make it easy for users to set up and configure their phone systems without requiring extensive technical expertise.

Scalability: Twilio's cloud-based platform allows businesses to easily scale their phone systems up or down as needed, accommodating growth and changing communication requirements.

Global Reach: With its extensive global infrastructure, Twilio enables businesses to establish a local presence in various countries and regions, facilitating international communication and expansion.

Integrations: Twilio integrates seamlessly with numerous business applications and CRM systems, streamlining workflows and enhancing productivity.

Customization: Twilio provides a wide range of APIs and tools that allow businesses to customize their phone systems to meet their specific needs and preferences.

Seamless Integration: Fuze seamlessly integrates with popular business tools like Microsoft Teams, Salesforce, and Google Workspace, streamlining communication and collaboration.

Advanced Call Management: Advanced call routing, call recording, and voicemail transcription features enhance call handling efficiency and provide valuable insights.

Reliable and Scalable: Fuze's cloud-based infrastructure ensures reliable and scalable communication services, accommodating businesses of all sizes.

Cost-Effective: Fuze offers flexible pricing plans that cater to different business needs, providing cost-effective communication solutions.

User-Friendly Interface: Fuze's intuitive and user-friendly interface makes it easy for employees to adopt and use the platform, enhancing productivity.

Pricing Structure: Twilio's pay-as-you-go pricing can lead to unpredictable costs, especially for businesses with fluctuating call volumes or those that use premium features like call recording or transcription. The lack of bundled plans may also make it difficult to budget for communication expenses effectively.

Customer Support: Obtaining timely and effective support can be challenging, particularly for users on the free tier or those with less complex issues. The support structure often relies on community forums and documentation, which may not provide immediate solutions for urgent problems.

Learning Curve: Integrating Twilio's APIs and configuring its services can require a significant investment of time and technical expertise. This can be a barrier for businesses without dedicated development resources or those seeking a more out-of-the-box solution.

Limited Integrations: Fuze lacks native integrations with popular business tools, making it difficult to seamlessly connect with other applications.

Inconsistent Call Quality: Users have reported experiencing frequent call drops, audio delays, and poor sound quality, affecting communication reliability.

Complex User Interface: The Fuze interface can be overwhelming for some users, with a steep learning curve and a lack of intuitive navigation.

Limited Customization Options: Fuze offers limited customization options, making it challenging to tailor the platform to specific business needs and preferences.

Pricey for Small Businesses: Fuze's pricing plans can be expensive for small businesses, especially those with limited budgets.

Twilio has earned a reputation as a leading cloud communications platform, empowering businesses to build, scale, and operate customized communication solutions. Its flexible platform, powerful tools, and global infrastructure make it easy for businesses to create solutions that meet their unique needs and help them connect with customers in a meaningful way. Users appreciate Twilio's ease of use, scalability, and flexibility, making it a solid choice for businesses of all sizes that need a cloud-based communications platform. It offers a variety of features that can help businesses improve their communication with customers, such as call routing, voicemail, and analytics. The platform's ability to integrate with various channels like WhatsApp, Facebook Messenger, and Webchat ensures sustained engagement through features like click-to-dial, automated text notifications, intelligent routing, and callback service during peak hours. However, some users have expressed concerns about Twilio's customer support and its complex pricing structure. The pay-as-you-go fees can be more expensive compared to other CPaaS platforms, especially for businesses with high-volume communication needs. Despite these drawbacks, Twilio remains a popular choice due to its comprehensive features and ability to adapt to evolving business requirements. Its low-code builder, Studio, allows developers to design efficient self-service call flows and trigger custom business processes, while its Voice API enhances audio conferencing infrastructure. Twilio is particularly well-suited for businesses seeking a customizable and scalable communication solution that can integrate with existing applications and workflows. Its ability to handle various communication channels and provide detailed analytics makes it a valuable tool for businesses looking to enhance customer engagement and streamline communication processes.

Fuze has received positive user reviews over the past year, with many praising its ease of use, comprehensive features, and reliable performance. Users have also noted its competitive pricing compared to similar products, making it an attractive option for businesses of all sizes. One of Fuze's key strengths is its user-friendly interface, which makes it easy for employees to adopt and use. The software's intuitive design and clear navigation allow users to quickly access the features they need, improving productivity and efficiency. Additionally, Fuze's comprehensive feature set, including video conferencing, instant messaging, file sharing, and call recording, provides businesses with a robust communication and collaboration solution. Fuze's reliability is another important factor contributing to its positive user reviews. Users have reported experiencing minimal downtime and technical issues, ensuring seamless communication and collaboration. This reliability is crucial for businesses that rely on their phone systems for critical operations. Overall, Fuze is a highly recommended business phone software that offers a combination of ease of use, comprehensive features, competitive pricing, and reliable performance. It is well-suited for businesses of all sizes looking for a robust and user-friendly communication and collaboration solution.

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FAQ

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