It all comes down to where and how we spend our money. It also helps that we are employee-owned and driven by the needs of our customers (rather than the ROI expectations of investors)! Unlike what you find with our competitors like eGain, Kana, Parature, RightNow and others, you're not paying for lots of overhead like: 100s of sales people, staff to meet SEC reporting requirements, big ticket marketing campaigns and the additional overhead to manage all this additional staff. Market lea  More...

To view this presentation, click here . This presentation was presented by Tony Hildesheim (AVP-Enterprise Systems) from $1.3B WSECU for a Webinar on digital knowledge management put on by Callahan and Associates . The total duration of the presentation is 17 minutes, but player controls exist to view desired sections. Another presentation of potential interest is a video case study of Bellco Credit Union's use of the Fuze Suite. The case study covers their use of the Fuze Inbox, 2-way secur  More...

We're proud to be chosen by so many Automobile clubs to use the Fuze Suite for their members, staff and other stakeholders. AAA Arizona was the first Automobile club to use the Fuze Suite in June of 2004. Previously a customer of RightNow for 2 years, AAA Arizona's experience with Fuze can best be captured by this quote: The system has been excellent! The setup and integration was a breeze (especially compared to RightNow). But the biggest 'wins' for AAA Arizona are for our sup  More...

Monthly subscription pricing for the hosted offering starts as low as $100 per administrator, with a monthly minimum of $500. Pricing for the licensed model begins at $50,000 (one-time fee) with a 20% annual maintenance fee beginning in year two. In the hosted model, your monthly subscription fee includes an allotment for content views and disk usage for uploaded files. A view is calculated based on when a person internal or external to your organization clicks on a knowledge base item to view  More...

The Fuze Suite enables you to create a digital support channel for your members, customers and staff. The digital support channel provides your members and customers with a rich and flexible communications and support channel that promotes them to use more and more of the channel's features as they grow accustomed to using your online channel. As your customers/members look up information, ask questions, provide feedback, voice satisfaction levels and set alerts, the Fuze Suite automatically rec  More...

You have many real time reports that are available for the knowledge base, incidents, users/usage, surveys, and Chat. You also have the ability to run extracts of knowledge base and incident data for uploading to Excel or another reporting system. Our reporting includes comprehensive dashboards that are very visual and cover all the vital metrics you need to best utilize the Fuze Suite. The dashboards provide a quick visual method to understand how the Fuze Suite is being used, how your staff a  More...

File search engines provide an effective method (requiring little manual effort) to quickly find matching words in many different file structures. They, however, are not effective in getting users to answers or causing the information being searched to naturally evolve based on usage and requests for assistance from support staff. File Search Engines and the Fuze Suite Our customers commonly have information relevant to supporting members/customers and staff in files external to the kn  More...

At the core of the Fuze Suite is a knowledge base. A knowledge base is a central place where you can digitally store information for easy retrieval at a later time. Fuze's knowledge base contains questions and answers and topics and articles. This knowledge base can be seamlessly comprised of public knowledge items for external access as well as private knowledge items for internal (or staff) consumption. Utilizing user-friendly tools, information is easily added to the knowledge base by your cu  More...

The Fuze Suite provides the components that make it easy for your members and staff to use your digital support channel. It also provides the back-end infrastructure necessary for you to consistently and cost-effectively extend support seamlessly across all delivery channels. How? I. Make it easy to get information about your products and services. The Fuze Suite provides your members and employees with one central access point to look up answers, ask questions, request a call back, and provid  More...

If you are skeptical about the benefits provided by Customer Relationship Management (CRM) or Member Relationship Management (MRM) solutions, you are not alone. In fact you should be skeptical! Several studies have shown that the failure rates on CRM/MRM projects are over 50%, and the associated professional services costs are 5-10 times that of the 6-figure software costs . In addition, according to a report from IT advisory firm Gartner, nearly 42% of CRM licenses purchased go unused. . Can we  More...