Fuze Suite Modules: The base modules of the Fuze Suite are part of the core offering and are required to use any of the optional modules, which are fully integrated into the Fuze Suite and immediately available with the flip of a switch. Use and pay for modules when they make sense for your organization. Integrating the Fuze Suite with your Web sites or 3rd party applications is also fast and easy. Want to quickly get an understanding of our offering or see what languages are supported?

Fuze Suite 7.0 Overview of modules Presentation by customer

Click on below to view applicable features and related benefits and to collapse information.

Base Fuze Suite Modules: The following modules are bundled together as part of our base offering and must be purchased together.

Knowledge Base (KB): The knowledge base is core to our offering and provides your organization with a single place to selectively provide users (staff, customers, members, partners, etc.) with fast access to information they care about, ensuring consistent and accurate answers across all your support channels and among all your staff. The knowledge base is available to users 7x24, reduces the number of times users require more expensive assisted-service using email, in-person, phone and chat, and naturally grows with usage. The Fuze knowledge base is the first and only knowledge base to facilitate, motivate, recognize and reward people internal and external to your company to continually improve your KB 2.0 content.  You chose how much or little you want participation.

Click here to view a quick flash overview of the knowledge base.

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Build a single KB containing Public and Private information that can be selectively extended to different user groups.     Description: You have complete control over who can see what in your knowledge base. You may want your board to see some info, your staff to see other info, a particular department to see other info, and consumers to see a completely different set of information. Fuze provides you with simple tools to selectively segment access to your knowledge base however you need. Users searching your knowledge base only see the KB categories and items you have granted them access. Benefit: Users have a single place to quickly find information, and your organization has a single system to administer. Your KB not only provides web-based service for your consumers, but can be leveraged across your organization to serve as an information repository for all staff.

Easily extend access to the KB from other internal or external systems.     Description: Access to the knowledge base is only a link away. You also have several options to pass parameters in your links to change what data is returned and how it looks. Access via XML APIs can also be provided. Benefit: It is very easy to provide internal and external users with fast access to the same information.

Seamlessly integrate the KB with your external Web site and brand.     Description: Running as a hosted solution on our servers, or as a licensed solution on yours, we can seamlessly integrate the knowledge base and all Fuze modules with your Web site. Benefit: Creates a seamless experience for your users and reinforces your hard-earned brand. Don't worry, we won't place any annoying "powered by" branding on your site because it's not about our brand, it's about yours! Check out some examples for yourself by clicking here.

Search using keywords or natural language.     Description: Users can search the knowledge base using keywords or by asking questions. Benefit: Users can use search for data using the method they are most comfortable with.

Build broad category structures up to 4 levels deep and place knowledge items in one or more categories.     Description: The category structure you build for your KB can be up to 4 levels deep and be interspersed with Public and Private categories. Knowledge items can be placed in one or more categories. The underlying systems architecture will accommodate an unlimited number of levels but the user interface is currently up to 4 levels deep. Benefit: Categories enable users to quickly find information in a very large knowledge base by limiting their searches to a manageable number of items contained in a particular section of the knowledge base. Since different users often look in different categories for the same item, it's important to be able to place info in multiple categories, while still only administering it in one place.

Browse entire category structure, including descriptions.     Description: When you build your KB category structure, you are able to include broad descriptions explaining what type of content is contained in the category. Users searching your knowledge base can browse the overall category structure, labels and descriptions -- displaying the number of accessible items in each category -- to quickly determine the breadth and depth of your knowledge base. Of course, the KB categories displayed are dynamically built and presented to the user based on what data they have been given access. Starting with our 6.1 release, the Category Browse page now highlights the categories that have items matching their inquiry along with the number of matching KB items in each category. Benefit: Easier for users to quickly get to desired information and not waste time searching for information that is not contained in your KB.

Get users to information quickly using Fuze’s advanced, proprietary search engine.     Description: Fuze has painstakingly engineered our search engine to return information in the order most likely to resolve the user's inquiry. The engine also learns and improves from actual usage. You even have controls that allow you to percolate certain information to the top of search results. Benefit: Faster access to the correct information and better visibility for information that your organization would like to highlight.

Refine search engine for the specific needs of your consumers and staff based on actual usage.     Description: Although the search engine will naturally get better with usage, you still should tune it manually. By reviewing reporting weekly you can see specifically how users are searching your knowledge base and when they are unable to find desired information. If the information they are looking for is not present in your KB, you can add it and index it using the terms used by users when searching for the item. If the information is present in your KB but just not found, you can add synonyms or keywords or place the item in additional categories. Benefit: KB quickly evolves to get users to information quicker based on unique needs of your user community.

Help staff and consumers quickly find relevant information in your knowledge base using Fuze’s proprietary SmartFind technolgy. When they can't find what they're looking for, the Fuze Suite makes it easy for them to let you know and for you to see exactly what search criteria they were using.     Description: SmartFind refers to proprietary technology developed by Fuze that provides a user with suggestions for searching the KB based on their particular interaction with the knowledge base. Users are also provided with tips on why the suggestions help so that they can improve their own search techniques in the future. Click here for more on Fuze SmartFind. The Fuze Suite also makes it easy for users to let you know when they can't find something in your knowledge base by clicking the "Can't find it" link. What's more, relevant staff are automatically notified of what the user was looking for along with what search criteria they were trying to use to find the desired information. Benefit: Helps users understand what techniques to use when searching the KB and enables them to more quickly find their desired information. The "Can't find it" functionality also makes it easy to continually improve your knowledge base.

Define optional and mandatory KB alerts to proactively notify users of changes and additions to your knowledge base.     Description: KB alerts enable users to request to be automatically notified when information is added or changed to an item or section in the KB they care about. All KB alert notifications are bundled in a single email so that users never get inundated with email regardless of the activity in your knowledge base. While users can easily sign up for KB alerts, you are also able to define mandatory KB alerts for groups of users. This is of particular value when you want to ensure staff get notified of revisions they should know about. Benefit: Your users are proactively kept on the same page, resulting in higher quality service.

Create rich knowledge items of any size using a powerful yet intuitive WYSIWYG HTML editor.     Description: A simple yet powerful WYSIWYG editor is provided for creating richly formatted items in your KB. Staff also have access to an advanced editor when more sophisticated formatting is warranted. Knowledge items can be in the form of questions/answers, topics/articles, or links to other accessible documents, Web pages, etc. Knowledge items can contain images and Flash files, either residing on your servers or uploaded to ours. Click here to see some of the features included in the editor. Benefit: Easy to create items that contain the formatting best suited for communicating the information for the intended audience.

Create knowledge items that are in the KB or that relate to files external to KB or upload them to our servers.     Description: Your items may reside in the KB or in any file that is accessible via the Web, which is just about any format (Web page, PDF, spreadsheet, Word doc, images, multimedia, etc.) as long as the user has security access to the file. Items that reside outside the KB are manually indexed in the KB using all or some of the words contained in the external file. You have the option of leaving the files on your servers or uploading them to ours. Benefit: Central access to information wherever it resides.

Collaborate with others to create great knowledge items.     Description: The system facilitates collaboration with others when creating knowledge items, managing contributions to a due date, and keeping the person requesting input informed on the participation from others. Benefit: Knowledge items better able to answer your users' inquiries.

Capture and extend an audit log of changes to knowledge base.     Description: Our advanced page used to create knowledge items includes a section on the bottom of the page that allows the user to define why the item is being changed, if the change should kick off a KB alert and if the change log should be accessible by internal and/or external users from the page used to view KB items (KBDetail). All changes are automatically captured and viewable by system administrators regardless if the staff provides notes of the change. This feature provides a good audit trail of all changes to KB items, and as appropriate, helps users understand how/why items are changed when viewing recently changed items -- possibly due to receiving a KB alert. Stopping KB alerts from being triggered for changes like spelling corrections is also helpful. Benefit: Easy for consumer and staff to understand how item has changed, facilitating better informed users. Control over when KB alerts are fired also ensures that KB alert notifications are meaningful.

Create and leverage templates to ensure consistency for different types of knowledge items.     Description: Templates are used by staff to create items using a consistent format. For instance, you may have a template for FAQs, one for procedures and one for product comparisons. Templates can be created using our editor tool, using another HTML editor tool or by writing HTML directly. Benefit: Consistently formatted KB items of the same type are easier to use.

Create decision trees to walk the user through a set of questions.     Description: You can create simple decision trees that ask the user a series of questions before presenting information from your KB. This feature currently provides you with basic functionality for creating simple decision trees. Click here for more. Benefit: In some circumstances, such as problem resolution, it is often helpful to lead the user through a series of questions to get them to their desired information.

Define simple or advanced publishing protocols to control who reviews what, where and when in your KB.     Description: Your organization may want everyone or only certain individuals to publish items in your KB for access by users. Your organization may want everything that is accessible by external users to be reviewed and published by staff in Dept. A, while everything that is accessible by internal users to be reviewed and published by staff in Dept. B. Your organization might even expect some types of information to be reviewed by multiple groups before being published and accessible. The Fuze Suite allows you to put in place as simple or complex a publishing protocol as you require. Benefit: Better access to information.

Notify relevant Publishers automatically when users provide feedback.     Description: Users can and will provide feedback (ratings and comments) about the usefulness of your knowledge items. This feedback is invaluable to continually improve the quality of your KB. When feedback is provided, it is immediately sent to staff with publishing authority for the category associated with the item. If a KB item has enough negative feedback to result in an overall negative rating, appropriate staff will also receive email notifications until the KB item is updated. Benefit: You will improve your KB's effectiveness when user feedback is provided and acted upon.

Relate knowledge items to external files and other knowledge items that only appear to users who are authorized to view them.     Description: When creating KB items, you can include links to other items and external files in the body of the answer. Another approach is to draw this relationship between information using a special section of the KB item specially designed to display related items and links. In addition to being more visible, related items placed in this section are dynamically displayed based on the access rights of the user viewing the item. Benefit: Related information more visible and users only presented with data they have access to view. In addition, linking Public KB items with Private KB items allows you to associate things like internal procedures or cross-sell scripts with Public items.

RSS on Knowledge Base.     Description: RSS or Really Simple Syndication is a common method used on the Web by users to keep informed of changes to Web pages and requires an RSS reader in order to receive the RSS feeds. Many commonly used RSS readers are available for free online. Benefit: Provides users comfortable using RSS with a method (in addition to knowledge base alerts) to be automatically informed of changes or additions to items in knowledge base categories they care about. This is of particular value to Fuze customers that do not allow their external users to login and sign up for knowledge base alerts. Knowledge base alerts provide more information to your organization (since you know who signed up for what) and to the end-user than RSS. This feature allows you to easily extend RSS for any of your content.

Present “speed bumps” automatically when linking to third-party sites.     Description: Organizations sometimes want their users to be clearly notified whenever they are linked to Web locations outside their control. This feature enables creation of a script containing language warning the user in a popup window ("speed bump") that they are about to leave your site. This "speed bump" script is then run for all external links included in the Knowledge Pack items and all external links created for KB items in the special section mentioned in the previous feature description. You can also call the "speed bump" script using standard HTML in any Web page. Benefit: Clear notification when users are leaving highly regulated organizations, such as financial institutions.

Define when knowledge items are active and expire.     Description: By default KB items are accessible as soon as they are published. This feature allows you to define that the item will only be accessible by relevant users at some future date. You also have the ability to define when a KB item expires and should be removed from access. Just want to be notified that an item has expired so that you can review it, but you don't want to exclude it from KB searches? No problem, you can do that, too! Benefit: Better knowledge management leads to better and timely knowledge transfer.

Selectively require users to register and log in before viewing knowledge items.     Description: You may want some of the information in your KB to be readily accessible, while other info warrants that the external user registers and logs-in before viewing the information. If you desire, you can set this requirement for a KB item, and present users with messaging you designate after they click on the link for the item in the search results. Benefit: You are able to get contact information from your users in exchange for valuable information.

Want to learn more? Contact us for a demo today!

eMail and Contact Management: Although your knowledge base will answer many user inquiries (often exceeding 90% for many Fuze customers), you must provide a highly managed assisted service channel to deal with those instances when users need assistance from staff. This module provides all the infrastructure necessary to ensure that responses provided from staff supporting any channel are accurate, consistent, personalized and within your service level expectations. Click here to view a quick flash overview of email and contact management.

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Ingest emails or drive inquiries through online forms.     Description: Incoming requests for assisted service are referred to as "incidents" in the Fuze Suite. Incidents can originate from email, standard online forms provided in the Fuze Suite, or custom Web forms you create. Benefit: Consistent service across different support touchpoints, and consumer support activity centralized for easy access.

Capture inquiries from in-person and phone support channels.     Description: Simple forms with powerful contact lookup features are provided to capture incoming inquiries (incidents) originating from in-person and phone support channels. How does your organization currently handle consumer inquiries that cannot be resolved while in contact with the consumer and that require follow-up? Benefit: Consistent service across different support touch-points, and consumer support activity centralized for easy access. Nothing falls through the cracks.

Capture all interactions, potentially involving multiple staff and channels, in a single incident record.     Description: All follow-up inquiries and responses relating to resolving an issue are captured in a single record in the Fuze Suite. These follow-ups may involve multiple support channels and staff. Benefit: Since everyone involved in resolving a user inquiry is on the same page and information does not need to be repeated, the consumer receives informed and quality support in faster time, even when multiple staff and support channels are involved.

Offer a Message Center to ensure your messages get though as intended.     Description: The Message Center provides an uninterrupted and secure communications channel for all consumers and other site visitors. Providing a central place to send and receive messages, the secure Message Center eliminates issues experienced today when email communications are lost due to filtering by spam, spyware or virus scanning. We expect to enhance the Message Center next year to allow unsolicited outgoing messages for things like NSF notifications, promotions based on specific consumer interests and activity, and broadcast messages. The Message Center is part of the base module, but the 2-way secure module must be purchased to extend the message center using 128-bit encryption. Benefit: Messages get to your consumers and your are ensured that things like HTML formatting, including pictures and the like, are not filtered. Click here for more on the Message Center and here to view a flash presentation.

Stop programs (BOTS) from posting SPAM to your forms or ours.     Description: This feature allows you to turn on a Captcha for all forms used to capture user input. A Captcha is the feature you have seen on Web pages where you are required to type in the characters displayed in an image. Using the System Options you can define the style and number of alpha-numeric characters displayed in the image, balancing the difficulty presented to your users for matching the Captcha image with the level of difficulty required to stop spammers from breaking the Captcha using programs. Benefit: No more Spam through your forms .

Securely handle inquiries containing sensitive information.     Description: This feature when coupled with the 2-way secure communications module enables you to efficiently process inquiries containing sensitive information. Among other things, this feature will allow you to have the consumer indicate if their inquiry contains sensitive information, and if so, to prompt them for the specific information required to authenticate the user and respond to the inquiry. User inquiries and staff responses are also screened for words that you have identified in the Systems Options as indicating the inquiry may contain sensitive information. Users that are already registered in the Fuze Suite will be allowed to capture and leverage some of the required information for initiating inquiries that contain sensitive information. Below we have displayed a page using this feature, which is completely controllable using your Systems Options. Benefit: Messages get to your consumers and your are ensured that things like HTML formatting, including pictures and the like, are not filtered. Click here for more on the Message Center and here to view a flash presentation.

Create your own Web forms to capture some or all inquiries.     Description: In those instances where you need to capture specialized information from users, such as with an application, you can create your own customized Web forms for use in the Fuze Suite. The form can then be on your servers or uploaded to your Fuze knowledge base. Click here to see an example form we use to request product demonstrations. Benefit: Centralize all incoming inquiries to provide a complete view of the user's support experience and leverage the power of Fuze Suite to ensure everything is managed within service levels.

Create special notifications to notify users of known issues in order to reduce inquiries.     Description: A page is presented that allows you to create "Special Notifications" for internal or external users. These special notifications can be set up to automatically expire, and they appear on the top of the pages used to search the KB and request assisted service. This feature is especially valuable for creating exposure for things like system outages or marketing specials. Benefit: Fast and easy method to provide important notifications, to highlight specials, or to reduce requests for assisted service.

Allow user to request a call back.     Description: There are times when consumers prefer a phone response, rather than an emailed response, to their inquiry. When turned on by you, this feature provides consumers and your organization with the necessary systems infrastructure to extend this valuable option. Benefit: More options for consumers to get support from you without waiting in a phone queue.

Allow users to attach files to inquires and support staff to attach files to responses.     Description: Files of the size and type allowed by you can be attached to user inquires and staff responses. The attachments are visible by users when viewing their prior inquiries online and by staff when resolving inquiries. Benefit: An attached file can make all the difference in the support process.

Sophisticated inquiry routing and handling.     Description: The Fuze Suite provides numerous methods for handling incoming inquiries. From skills-based or round-robin routing, manually drawing from queues, or a combination of both, you can make your incident handling protocol as simple or complex as your particular situation requires. Click here to view a flash overview of the incident routing options. Benefit: Effective and efficient handling of requests for assisted service enables you to provide quality customer care at the lowest cost possible.

Define and manage inquiries within service levels.     Description: Incoming inquiries must be resolved within the service levels defined by your organization and communicated to consumers and staff. The Fuze Suite manages everything to your service levels. Click here to view a flash overview of the managing inquiries within service levels. Benefit: To remain competitive, you must consistently provide assisted service within aggressive service levels.

Define service levels that are based on your business hours and can vary based on the type of inquiry or the category of user.     Description: Service levels for assisted service are based on when you have staff available to respond to incidents. With the Fuze Suite, you can define your business hours and holidays so that the system can manage inquiries within your organization's stated service levels. Service levels can vary for internal and external users, based on the type of inquiry, or for particular users or groups of users. For instance, you might opt to respond to inquiries directly impacting revenue faster than general inquiries, or you might opt to provide consumers a higher level of service depending on their relationship with your organization. Benefit: Accurate and effective management of inquiries within service levels that make sense for your business and are required by the market.

Escalate inquiries to pre-defined subject matter experts for input, assumption or outright assignment of incident response.     Description: There are times when the staff initially handling incoming inquiries (tier-1 support) need assistance from others that have been defined as subject matter experts (SMEs) and provide tier-2 support. Inquiries are never routed to SMEs directly, but tier-1 support staff have ready access to appropriate SMEs for getting assistance. Assistance may take the form of providing input or assuming the inquiry, depending on how the system has been configured to allow support staff to call upon SMEs. Regardless of who ends up handling the inquiry, it is managed within service levels by the system. Benefit: Better and more cost-effective customer care since the best resources are brought to bear through controlled delegation.

Send responses to inquiries quickly by leveraging your KB.     Description: Support staff can quickly and easy search the knowledge base, and with the click of a mouse, either send the user a link to the appropriate KB item or send the contents of the item directly. All options are automatically controlled based on the sections of the knowledge base the user has access. Benefit: Faster, more consistent responses with the ability to drive the user directly to your knowledge base and online channel.

Automatically have responses checked for spelling errors before sending.     Description: You can force all responses to be checked for spelling errors before sending. The Fuze Suite provides spell-check functionality in all relevant modules and provides batch and spell-check as you type capabilities using AJAX -- no downloads required. Benefit: Eliminate the embarrassment of spelling errors in responses.

Quickly process multiple incidents from a single page.     Description: You can take the following actions on multiple incidents selected from a single page: Send a response: Quickly respond to multiple incidents all dealing with the same thing, like questioning how long a particular application will be down. Reassign to other staff manually: reassign incidents to a specific staff member when, for example, a staff member gets backed up on handling incidents assigned to them. Using this feature you can also change the category assigned to the incidents. Have the system reassign using your routing rules: have the system reassign incidents to one or more staff when, for example, a staff member assigned several open incident needs to leave the office for a few hours. Using this feature you can also change the category assigned to the incidents. Assign a category: good for reassigning multiple incidents to another category when you do not want the incident reassigned to another staff member. This can be especially important when defining service levels at a category level. Benefit: Significantly improves the handle times for some types of incidents.

Naturally grow your knowledge base every time an inquiry is resolved that was not already addressed by your knowledge base.     Description: Whenever answers are provided that do not exist in your knowledge base, staff can transition the inquiry and response to a draft KB item for review with a click of a mouse. As a result, your KB naturally grows with pertinent information each time a response is provided that didn't already exist in your knowledge base. Benefit: Your KB grows naturally as part of the support process, and users are able to resolve more and more of their inquiries themselves over time.

Send canned answers from your KB that are only accessible by appropriate support staff.     Description: There are times when you want to send a canned response to an inquiry that is not accessible to users searching your knowledge base. These canned responses may be personalized with specific user information or contain content that you do not want directly accessible by users. The Fuze Suite enables you to capture these canned answers and put them at your support staff's fingertips. Benefit: Consistent and accurate responses.

Enable users to search and view all previous inquiries online.     Description: Staff always have the ability to search and view their previous inquiries online. You also have the option to allow consumers (external users) to search and view their previous inquiries online. This online history of previous inquiries includes all support interactions captured in the Fuze Suite, and may contain activity from email, online forms, chat and manual entry from phone or in-person interactions. Benefit: Putting a complete history of all interactions to resolve an inquiry at your users' fingertips provides them with a valuable record for later reference.

Enable support staff to provide more personalized service by putting all previous user interactions from any channel at their fingertips.     Description: Support staff can readily see if the user they are currently working with has any open inquiries or has provided any negative feedback recently. They can also search through all user inquiries using a variety of search criteria. Benefit: All support interactions are in one place and readily accessible, enabling staff to provide personalized service and ensure continuity and consistency across channels.

Manage all relevant inquiries from a central dashboard based on roles and responsibilities.     Description: Staff are only presented with inquiries that relate to the responsibilities you have associated with them in the system. This ensures proper segmentation of incoming inquiries based on the nature of the inquiry and roles and responsibilities of staff. For instance, you may have call center staff dealing with inquiries relating to products and services and IT staff dealing with inquiries relating to technology-related issues. Benefit: More effective resource utilization since requests for assisted service can be independently managed depending on the nature of the inquiry.

Work on inquiries in the order required to fulfill service levels.     Description: Incoming inquiries are placed in individual and common queues in the order determined based on when a response is required per service level expectations. As such, an incoming inquiry with a service level of 1 business hour will be placed in the queue ahead of an inquiry that was received 4 business hours earlier, but has a service level of 6 business hours. Benefit: All incoming inquiries are actively managed based on service levels that best support your business model.

Escalate inquiries that are in jeopardy of missing service levels to appropriate staff while they can still be completed on time.     Description: The system provides lots of exposure online and via email notifications regarding inquiries in jeopardy of missing service level expectations. Benefit: You need to walk the talk to earn loyalty. Fuze helps you minimize the number of service level infractions so that you can uphold your service level commitments.

Check support staff in and out to correlate with their schedules.     Description: Staff are able to check themselves in and out of handling incidents and providing tier-2 support. The system can be set to allow staff checking out to have their open inquiries automatically reassigned using your routing rules. Benefit: Staff availability is taken into account when managing inquiries.

Tie required follow-up activity relating to inquiries into your calendaring software.     Description: With the click of a mouse, support staff can create entries in their calendars for incidents that they want to schedule follow-up activities. Benefit: Required inquiry follow-up is easily managed using tools already used by staff for managing this type of activity.

Want to learn more? Contact us for a demo today!

Feedback Management: Proactively capturing, disseminating and taking action on consumer and staff feedback within service level expectations is critical for any organization to be successful. Just capturing feedback and not proactively taking action is generally worse than not getting the feedback at all. This module provides the infrastructure necessary to effectively hear, analyze, and act upon user feedback provided directly online or verbally to staff providing in-person or phone support. With the 7.0 release, available since 12/2008, you can create and administer customized surveys. These surveys can be defined as general surveys hanging off your web site or tied to incidents based on the type of inquiry. You can also set up survey questions to compute the Net Promoter Score (NPS) and responses can be reflected in our comprehensive dashboards for ongoing trending analysis.

What makes our feedback management module better than most is that it is fully integrating with our customer care solution out of the box so that you can leverage your existing customer care resources. The net result is more personalized and attentive customer care since all feedback is consistently acted upon and support and operational staff have all feedback (including individual survey responses) at their fingertips when they need it. Integrating an independent feedback management solution with your customer care solution will never approach the level of integration and staff follow-up achieved using the Fuze Suite.

Fuze Web services also make it easy to get fast access to all incident and feedback data as required by other systems.

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Extend forms to quickly and easily capture feedback.     Description: Forms are provided that allow consumers and/or staff to provide feedback ratings and supporting comments. Forms are also provided to allow staff providing support in-person or over the phone to quickly capture consumer feedback. Benefit: Provides a fast and easy method to capture feedback into a highly managed system that ensures proper follow-up and exposure.

As appropriate, allow users to provide anonymous feedback.     Description: The form extended to users for feedback can be called so that consumers and staff can provide feedback anonymously. Benefit: In some instances, allowing anonymous feedback is the only way to get some types of feedback.

Route feedback to staff best suited to respond.     Description: Feedback is captured and managed in the Fuze Suite similar to inquiries. As such, all feedback is routed to the most appropriate staff based on your routing rules and responses are managed within expected service levels. Benefit: Feedback is routed to appropriate person and handled within service expectations.

Review all prior inquiries and feedback provided prior to responding to current feedback.     Description: Support staff have access to all feedback provided by the user, which is invaluable when responding to current feedback or inquiries. Personalized follow-up with recently dissatisfied consumers can make the difference in retaining and even strengthening the consumer's loyalty to your organization. Benefit: More complete information about your organization's relationship with consumers is invaluable when providing personalized support.

Notify management staff every time feedback is provided in their areas of responsibility.     Description: Specific staff can be set up to be immediately notified when good and/or negative feedback is provided for specific areas of responsibility. Benefit: Effective customer service requires an attentive ear to all feedback, immediately transferring feedback from consumers and front-line staff to management staff that have the authority to take action as required. When users know this to be the case, they will often take the time to provide feedback before taking severe action like no longer doing business with your organization and telling 10 friends about their experience!

Evaluate feedback in aggregate to identify trends and formulate appropriate action.     Description: Real-time reporting is provided to evaluate feedback in aggregate to allow early identification and response to broader issues impacting large groups of users. Benefit: Early identification and response to feedback is critical to correct issues or reinforce positive experiences in a timely basis.

Want to learn more? Contact us for a demo today!

Online Reporting: As they say: "if you can't measure it, you can't manage it." Fuze puts all the vital information at your fingertips at the level you need it with real-time reporting. Fuze measures EVERYTHING so you can manage it! Our reporting includes comprehensive dashboards that are very visual and cover all the vital metrics you need to best utilize the Fuze Suite.

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Evolve your KB to better serve user needs based on actual usage.     Description: Every time a user searches the knowledge base, views a KB item, and provides feedback on the item's effectiveness, the Fuze Suite tracks it. This information is made available through several real-time reports that allow you to evaluate usage and refine your KB as appropriate. Benefit: Your KB base gets better at getting users to useful information.

Ensure service levels are being met and that staff levels are appropriate.     Description: Regardless of who works on an incoming inquiry, the Fuze Suite tracks it against service levels. Real-time reporting allows you to evaluate actual results for individual staff and for groups of staff. Reporting is also available so that you know the type and volume of incoming inquiries by day and time. Benefit: Able to have the proper staffing levels and staff can be held accountable to desired metrics.

Peruse executive-level dashboards providing an overview of the system usage and effectiveness.     Description: Real-time information is provided that allows management staff to quickly view aggregate metrics and drill down into the details as necessary. Benefit: Macro-level management of Fuze Suite facilitated.

Optional Fuze Suite Modules: The optional Fuze Suite modules can be purchased individually after purchasing the base modules.

2-Way Secure Communications: If communications with your consumers contain sensitive information, you will need to provide them with a way to securely ask a question AND get a response. This module allows you to do just that without the hassles of having to deal with encrypting email from several different email products. Click here to view a video case study for how Bellco credit union is using 2-way secure communications with online banking and here to view a video demonstrating the Fuze Message Center.

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Inquiries captured on 128-bit encrypted page.     Description: A secure page is provided with the Fuze Suite to capture inquiries and feedback. Benefit: Users can communicate online with your organization securely.

Create your own forms to securely capture specialized information.     Description: In addition to using our secure form, you can create your own Web forms to capture specialized information and run them through the Fuze Suite securely using 128-bit encryption. Benefit: Users can communicate online with your organization securely regarding activity, such applications, that require specialized information.

Responses direct users to a password-protected and 128-bit encrypted page.     Description: If the inquiry or your response contains sensitive data, support staff can direct users to a secure Web page containing their response rather than sending the response directly. With so much support activity originating from consumers' non-private workplace, it is important to provide them with a secure 2-way communications channel. For financial institutions: The majority of your consumers are not yet using your online banking system, so why only extend 2-way secure communications to online banking users? Benefit: Your organization can communicate online with your users securely.

Forgotten passwords dealt with securely without causing operational hassles.     Description: You set the number of times users can fail to enter their passwords incorrectly before the login page is invalidated for them. If this occurs to staff, they must have their User ID reactivated by a system administrator. If this happens to consumers, they are sent a link via email to a secure page unique to the consumer where they are given the same preset number of opportunities to correctly answer a "security" question they defined when registering. Customers that do not elect to get this module will have the user's password emailed to them directly if they forget their password. Benefit: Secure yet operationally manageable.

Multi-tier authentication feature available as a further deterrent to phishing and password hacking.     Description: If additional safeguards are desired for consumers to protect against phishing and password hacking attempts, using this module's feature provides additional layers of security. When used, consumers are only required to enter their password after they have entered their email address and validated that the favorite color and security question displayed are accurate. Consumers are asked to provide this information when registering in Fuze and explained how this information is used to prevent them from being phished and the like. This feature is not relevant to online banking users where SSO is used since their authentication is done by the online banking application and not Fuze. Benefit: Higher level of security available to consumers when required.

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Chat: Our Chat module is fully integrated with the Fuze Suite, providing you with a complete view of your user’s support history. No extra User IDs to manage and all support interactions are at your fingertips in one place. In those instances where immediate online support can make the difference between a user completing a business transaction or application, chat provides a critical real-time support option. Click here for more information about Chat and here to see Chat in action.

e-Alerts: Our e-Alerts module enables you to allow staff and consumers to be proactively notified about things they care about. It might be marketing specials or things specific to their account like their account balance falling below a threshold. Since this module is fully customizable, you decide what types of e-Alerts you extend to consumers and/or staff. Click here for more information about e-Alerts and here to see a demo on e-Alerts.

Knowledge Packs: Our knowledge packs have been designed for financial institutions and include personal finance content that is written in easy to understand terms. In addition to our informational personal finance articles and calculators, our Money Express educational article series provides foundational concepts and is written for ages 12 and up. Knowledge packs are maintained by Fuze and pushed into your knowledge base as required to keep the information current. Since knowledge packs reside in your knowledge base, they are seamlessly integrated with your Web site and drive traffic that provides valuable insights into your consumers' interests in various financial products and services. To date, our knowledge packs have been viewed well over 1 million times and provide our customers with a consistent draw to their Web site. Click here for more about Knowledge Packs and here to contact us.

Usage Analytics: The activities surrounding your customer care can provide valuable insights into the needs and expectations of your consumers. However, if you can't see existing activity or capture new activity from all your support channels, you only gain insights when business transactions are actually consummated and that represents only a small fraction of your real business opportunities. This module tracks everything and makes it available for targeted marketing and sales activities.

Example pages used to view relevant activity and capture new activity:

view key Usage Analytics features

Automatically capture sales indicators when consumers help themselves or get assistance online.     Description: All customer care activity that occurs online is naturally captured by the Fuze Suite. All you have to do is get them to use your Web channel and the Fuze Suite provides several compelling reasons to do just that. Benefit: Consumer insights captured without any manual efforts.

Capture sales indicators when consumers interact with staff in-person and over the phone.     Description: A customizable page is provided to quickly and easily capture insights gained about consumers while interacting with them in-person or over the phone that indicate an interest in a product or service. These "sales indicators" are not viewable by the consumer and are used in conjunction with the support activity naturally captured during online support to feed into the analytics engine defined next. Benefit: Valuable in-person and phone support interactions that indicate an interest in your products or services are captured.

Evaluate consumer support activity using our analytics engine to create tab delimited files containing contact information for targeted consumers.     Description: An intuitive Web page is provided that extracts contacts based on desired criteria. This file containing targeted contacts could then be used with a campaign management solution to extend an email or direct mail campaign. For example, if you are a financial institution that wants to target consumers for a campaign on auto loans, you might want to identify all consumers that viewed Knowledge Pack (KP) information about buying a car, used a KP calculator relating to buying a car, asked staff about auto loan rates or auto loan options, or set a KB or e-Alert relating to buying a car. Of course this data could be easily combined with other data you may have about the consumer. Click here to view a sample of the page used to create the targeted extract of contact and here to view a flash overview. Benefit: Capture and leverage the valuable consumer insights exposed naturally while providing customer care.

Integration Options: Integrating the Fuze Suite Fuze with a Web site is only a link away. More sophisticated integrations can be accomplished using an existing or newly created Application Programming Interface (API). The Fuze Suite has been architected to allow APIs to be quickly created as required by our customers.

Our preferred method of API creation include usage of SOAP and XML, but other techniques can be supported as required. Click here for more on our available Web Services, which make it easy to do things like:

To enable easy access to display Fuze Suite pages from other applications, we have created pages (called QuickCapture, QuickView and QucikViewSmall) that can be called from any application capable of calling a secure Web page and passing parameters in the HTTPS link. The QuickView pages are used to display relevant contact information from the Fuze Suite and the QuickCapture page is used to capture information for the contact. Please refer to the Usage Analytics module for more on these pages.

Please contact us for more information.

Single Sign On (SSO):

Staff: We have developed a secure process, running on Windows, Unix and Linux machines, that automatically logs staff into the Fuze Suite when they log into your network or intranet. Users who do not already exist in the Fuze Suite are automatically created. Implementation of SSO for staff usually only takes a couple hours, works well for Active Directory, LDAP and virtually any network authentication, and does not require passing of ANY sensitive information to Fuze. SSO for staff can also be used to limit staff access to the Fuze Suite when on your premises or using your VPN.

External Users: Similar to our SSO for staff, SSO for external users eliminates the need for consumers to log into Fuze after they have already logged into another of your Web-based applications, such as online banking.