FuzeDigital Introduces Fuze Suite 8.0 Social Business Software


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FuzeDigital has unveiled new online community tools called Fuze SocialTM in the latest release of its social business software, the Fuze SuiteTM 8.0. These tools are geared toward better collaboration of content to get people to answers, ideation and conversations to ultimately improve customer care, operations, business development and profitability. Fuze Suite v8.0 includes unique features to further support and engage stakeholders, including customers, visitors, partners and employees.

SEATTLE – January 12, 2011 – Calling it a “breakthrough” in social business software, the CEO of FuzeDigital, Chuck Van Court, announced the release of Fuze SuiteTM 8.0, including a social business platform that melds smart-sourcing with customer care and knowledge base software.

“The Fuze Suite 8.0 is unlike other available solutions that silo online communities, customer care technologies, and knowledge base content,” Van Court said. “Our delivery of integrated modules infuses the community into self-service and assisted-service components. The result is a single system that supports and engages knowledge sharing among a company’s stakeholders, including its customers, web visitors, staff, partners and others to yield better content and more satisfied and loyal end-users.”

“Traditional knowledge bases are old-school,” according to Van Court. “Companies are looking for ways to selectively tap into their stakeholders’ real-world wisdom to keep content up-to-date and evolving so that it is effective in answering questions, whether via self-service or assisted-service delivered by staff or other members of an organization’s ecosystem. In addition, companies want their online communities to have meaningful interactions about their products and services, not just social chit-chat.”

“What’s unique about Fuze Suite 8.0 is that it drives out subject matter expertise across the community and within specific areas while measuring, motivating, recognizing, and rewarding a person’s contributions through our patent-pending reputation engine that awards points earned for contributions made to improving the knowledge base or participating in community answers, ideas, and conversations. Points earned can be used in contests administered in the Fuze Suite and even incorporated into a staff person’s performance appraisal,” he added. “At the end of the day, an organization’s success is all about facilitating healthy, constructive and mutually-beneficial relationships across its entire ecosystem.”

“Our community knowledge base is a uniquely different and better approach than jumping onto the typical social bandwagon,” said Van Court. “We totally agree there’s value in community engagement, but we have found that better exchange occurs on a company’s web site to directly benefit its operations, business development and ultimately its bottom line. Facebook, Twitter and other social technologies don’t measure contributions that make people accountable for creating real value.”

“We are excited to begin using Fuze Social. It will allow us to get broad participation in creating and evolving content that helps us better support our customers and operations, while including the metrics I need to motivate the desired contributions and make sure that the related expenditures make good business sense,” said Tony Rodrigues, director of customer support for ParetoLogic, Inc., a FuzeDigital client.

FuzeDigital has implemented Fuze Social for its own online community so clients can engage with each other and FuzeDigital to optimize Fuze Suite usage and product evolution. “It’s not every day that a software solution is used to improve itself. We expect that this always-on user group will facilitate client engagement and ideation that produces many useful enhancements that FuzeDigital will continue to roll out in the coming months,” said Eric Cairns, CTO of FuzeDigital.

Esteban Kolsky, founder of ThinkJar LLC and former Gartner analyst, published a paper about how the Fuze Suite 8.0 offers unique value for businesses, Van Court said. To view this paper, go to http://www.content.fuze.com/fuzecontent/consumer/kbdetail.asp?kbid=1287

About FuzeDigital
Seattle-based Fuze Digital Solutions began in 2002 and is a privately-held, employee-owned company. The Fuze SuiteTM is enterprise-grade social business software that’s more about doing business than being social. It blends multi-channel support and community technologies enabling companies to build and sustain customer loyalty by providing outstanding, consistent customer care, communication and collaboration. The Fuze Suite is comprised of a community knowledge base, case management, chat, feedback management, contact management, Fuze Social and online reporting. FuzeDigital clients include Careerbuilder.com, Fujitsu, Sutherland Group, SonicWALL, Oregon Health & Sciences University, AAA clubs and many financial institutions. For more information, call (425) 649-1246 or visit www.fuze.com.

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