Fuze Digital Solutions

Fuze Suite

by Fuze Digital Solutions


Who Uses This Software?

Companies of all sizes use the Fuze Suite to provide exceptional self-service and assisted-service to their stakeholders via a knowledge base, case management & community.


Average Ratings

  • Overall
  • Ease of Use
  • Customer Service

About This Software

Comprehensive, modular and easy to use web-based customer care and knowledge sharing software suite. The Fuze Suite emables you to quickly and affordably extend multi-channel self-service and assisted-service support to your customers, partners, staff and other stakeholders, Think of it as eSupport, community and social business software combined.


Product Details

  • Deployment
    Web Based
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Fuze Digital Solutions
  • www.fuze.com
  • Founded 2002
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Features Checklist

  • Cataloging / Categorization
  • Chat Functionality
  • Customer Service Analytics
  • Customer Service Integration
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Search Functionality
  • Self Service Features
  • Workflow Management

Product Reviews

Review This Product!
June 02, 2010

Versatile solution for customer service

Overall
Ease of Use
Customer Service

Pros: Excellent integration capabilities, feature rich, and stable. We were able to integrate the Fuze Suite with our call center phone system and Online Banking system. The Fuze Suite provides excellent knowledge base management and customer service tracking.

Cons: We really have not found any cons.

Overall: This is a great system with a much better ROI than the competitors.

Vendor Response

by Fuze Digital Solutions on June 02, 2010

Lockheed FCU is a progressive and well-respected industry leader. They opted for the licensed, on-premise model of the Fuze Suite, and currently utilize the knowledge base for public and private information, 2-way secure communications and email management, contact management, feedback management, online reporting, and chat modules. We worked together with their CTI provider to integrate the Fuze Suite chat module with their phone queues. We value the partnership we have with David and the team at Lockheed FCU!


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David Thatcher, VP E-Commerce & Technology at Lockheed FCU

May 20, 2010

Great tool that we find easy to use

Overall
Ease of Use
Customer Service

Pros: Easy to use, great tracking tool on member comments and we like the functionality of searching the KBs before submitting any comments or questions.

Cons: Not sure that we have any to list

Overall: I would recommend Fuze to any of my peers

Vendor Response

by Fuze Digital Solutions on May 20, 2010

It's been a pleasure working with Amy and the fine folks at AAA OK and AAA SD. AAA members find fast, consistent answers in the knowledge base and can ask questions ranging from trip planning or membership renewal to gas prices. AAA OK and SD staff can easily navigate the admin pages and ensure timely responses that align with their service levels. The Fuze Suite makes it easy to deliver the ultimate in member care and knowledge sharing amongst staff and AAA community. We appreciate having a vendor relationship AND membership with AAA.


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Amy Keeling, Web Manager at AAA Oklahoma/South Dakota

May 13, 2010

Fuze Suites

Overall
Ease of Use
Customer Service

Pros: This product helps set up an organization to completely meet both internal and external customer needs. It allows the customer and company to create a meaningful dialog and social interaction

Cons: web based product has started to convert (or has converted) most of their key systems to web services architecture to address issues related to hosted products.

Overall: highly recommend this cost effective product over all others that we reviewed.

Vendor Response

by Fuze Digital Solutions on May 20, 2010

WSECU has been a great customer/partner since 2003. Together we did an integration with their mobile banking system that lets members quickly access Fuze Suite pages just as they do on their website. WSECU's members and staff turn to the Fuze Suite for fast, consistent answers and to ask questions, provide feedback and get secure responses. Visit: https://www.fuzeqna.com/wsecu/consumer/search.asp


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Anthony Hildesheim, VP, IT at Washington State Employees Credit Union