Fusion Connect Reviews

Pros

Right away, Fusion Connect made a strong impression with how simple it is to use which has been a big help in keeping our communication platforms organized and running efficiently. The Teams Operator Connect feature has been especially valuable because it brings everything together into one unified system and gives us a phone setup that fits the changing demands of a modern workplace. The onboarding and setup also went very well, largely because their team was so supportive throughout the process. Billy, our trainer, did an outstanding job walking us through everything and made the move from our old, outdated system feel completely smooth.

Cons

I have nothing to report as a con.

Pros

Getting everything set up was a simple process and using the software has been just as easy.

Cons

Haven't run into any downsides at this point. Everything has been working exactly the way it's supposed to.

Pros

From the start, this product has been excellent overall. The service and support have been very strong and the platform is simple to navigate and implement.

Cons

At this point, I can't think of anything about it that I dislike.

Pros

One of the best parts was how flexible the whole process felt and how simple it was to get everything implemented. They supported our move to Teams Phone by using their external phone service and there was no pressure to rush the migration. We also only had to pay once the migration was completed which made the experience even better.

Cons

Honestly I can't think of anything to complain about.

Pros

Between circuit upgrades, outage escalations and vendor follow-ups, every minute counts. Its support team has consistently matched the urgency our environment requires. They don't simply reply, they step in with context and a clear understanding of what needs to happen.

Cons

Although frontline support is usually quick to respond, there are times when the replies come across as scripted or not fully aligned with the actual technical situation.

Pros

After a year of using this tool, Modern Connectivity and Communications Solutions for POTS replacement, the switch has gone very well. Replacing the outdated copper lines made a noticeable difference in our connectivity and that has been a huge benefit for us. The cost savings have also been a big plus and fit nicely with our efforts to reduce operating expenses. Also, its internal team has been outstanding to work with. Their professionalism and support have played a big part in making the overall experience such a positive one. Between the helpful team and the hassle-free transition, I feel very confident recommending the service and fully expect to keep using it. My likelihood to recommend is definitely a 10 out of 10.

Cons

Nothing came off as a con during my usage

Pros

Something that really stands out is the strong focus on customer experience from both a service and technical/IT perspective. It does a really nice job of pairing advanced technology with dependable customer support which helps make communication feel more smooth and reliable overall.

Cons

My experience has been positive overall but I do think it has room to improve the functionality of its customer portal and make the issue resolution process more efficient.

Pros

Having it handle everything has been a big plus for us. We get one bill, one point of contact and they take care of all our internet accounts so we're not stuck dealing with multiple ISPs ourselves.

Cons

The only real drawback is that it can cost a bit more than working directly with each provider but the added convenience and support usually make that tradeoff worth it.

Pros

Across our multi-site operations, it has been a dependable, low-maintenance partner. Their connectivity and communications services stay reliable on a day-to-day basis which means less firefighting for our team and more time spent actually running the business. The implementation process was organized, the timelines were clearly laid out and the project team kept a close eye on the details throughout. After go-live, support has continued to be responsive and knowledgeable,tickets are triaged quickly, escalations are handled well and follow-up is consistent. The account team also checks in proactively and having the customer portal for both service status and billing in one place is very convenient.

Cons

Customer portal could use a bit more refinement since some screens feel outdated and a few status updates during maintenance windows show up after the fact instead of in real time. The documentation for advanced configuration is also somewhat limited so for deeper routing or policy changes we still end up leaning on support when we'd rather handle those ourselves. Change window notifications are helpful but getting them with more lead time would be better and clearer pricing around optional add-ons would make upgrade planning feel more simple.

Pros

One thing I really appreciate about Fusion is how well it assesses team assets while keeping a strong focus on connecting with and supporting customers.

Cons

There's still a bit of separation in some parts of the billing process. At times, I haven't known about certain solutions they offer unless I asked more questions. That said, I can also see this as a chance for me to share more details on my end.

Pros

Whenever something comes up or I need help, I can get in touch with them and it gets handled quickly. They're very responsive and make sure the issue or request is taken care of right away.

Cons

I don't have any complaints. It has been outstanding! Both the sales team and support team have been excellent and if I had to rate them on a scale of 1 to 10, they'd get at least an 11 from me.

Pros

Right from the start, they stayed responsive whenever I had questions. We moved thousands of numbers across many sites with very few issues and any technical problems that came up were handled quickly.

Cons

My only real complaint was the surprise cost from taxes and other "non-Fusion" charges which were not explained clearly during the sales process.

Pros

What really stood out was how willing it was to adjust their processes to fit our company's specific needs and requirements. I appreciated how open-minded they were and how ready they were to adapt instead of forcing a one-size-fits-all approach.

Cons

At the beginning, we did run into some issues with billing accuracy on our account but it has improved a lot in that area. They've also been willing to set aside time every month to go over our statements and make any needed corrections.

Pros

The biggest difference with it is the people handling the account, project and day-to-day operations. The team is genuinely caring, committed and focused on helping customers and they often step in as strong advocates when issues need to be resolved.

Cons

There's still room to keep improving especially by adding more processes to diagnose problems faster, applying more best practices and offering additional settings or configuration options to strengthen resiliency.

Pros

Outstanding customer service and their response time has been fantastic. Their billing portal is also very simple to navigate.

Cons

Haven't had any problems with it, their team or the portal.

Pros

Fusion offers a broad and dependable range of services that can cover nearly any client requirement, including customized solutions for connectivity and data needs. The provisioning and implementation teams really know their stuff and usually stay ahead of the order which makes new service installations feel smooth. Their services also fit into existing environments without much trouble in most cases. Also, they provide more features and options than many other carriers so the solutions feel designed rather than one-size-fits-all. Their support staff especially the tier 2 and higher technicians, are very knowledgeable and typically resolve issues quickly.

Cons

The billing system can be a bit outdated and the invoices are not always the easiest to review. Better invoice management reporting would help users locate important information much faster.

Pros

Right from the initial setup, their team stayed closely involved, checking in regularly through video calls and email. They helped us sort out issues with our previous provider while also getting the new system up and running. The MS Teams integration has been the standout feature for our team and the whole process was a pleasure because their staff was so good to work with. I'd definitely recommend it to anyone looking for the kind of features they provide.

Cons

On the admin side, there are several separate management accounts and it feels like those could be combined to make things more convenient to use. Just a small suggestions, it works really really well as is! i wouldnt change my rating for this at all!

Pros

Connectivity has been reliable and the platform has been simple to use. Customer service was also very helpful and patient especially when working through my concerns and coordinating them with the solutions the team suggested.

Cons

At times, planning or getting things implemented took longer than I expected.

Pros

After taking over this account in January 2025, we got a helpful walkthrough from Scott covering the account and the services being used across our three locations. The dashboard has been very user-friendly and it makes it simple to see exactly which services each location is using. We've also really appreciated how accommodating Scott has been throughout the process.

Cons

Hard to point to any real downsides since we've only been using the service for a few months. Nothing has come up yet that we've genuinely disliked.

Pros

Communication has been fast, the service itself has been dependable and the tech support team responds quickly whenever something comes up.

Cons

No cons from me!!