Trion Finds the Fuze Suite a Good Fit for Website & In-Game Customer Support


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MMORPG publisher and developer Trion World Network, Inc. gives Fuze Digital Solutions the nod and commences implementation of the Fuze Suite™ multi-channel support software for accurate and timely responses to gamers’ questions in-game and on its web site.

Seattle, Wash. – (August 27, 2009) – Fuze Digital Solutions announced today that Trion World Network, Inc. (Trion), publisher and developer of server-based video games including Heroes of Telara™ its fantasy Massively Multiplayer Online Role-Playing Game (MMORPG), has selected the Fuze Suite™ to power its customer care.

Provided by Fuze Digital Solutions, the Fuze Suite delivers multi-channel support through its modular self- and assisted-service components that include a collaborative and highly searchable knowledge base (KB) including community content, email/contact management, and feedback management system that Trion intends to offer gamers both in-game and on its web site to render high quality customer care. The Fuze Suite currently supports English and 6 other languages, including Japanese.

After an extensive evaluation that included site visits to Fuze headquarters and a pilot program, Trion gave Fuze the nod over other prominent providers that serve the gaming space, based on the overall value of its offering, scalability, support, and product roadmap.

Craig Parrotte, Head of Customer Service at Trion, said, “As Trion prepares to roll out an entirely new way to game with its first server-based MMO title, we need partners on board who understand a gamer’s need for instantaneous, quality assistance. We found a good fit with Fuze’s flexibility and pricing structure and are pleased to know that we are providing our customers the quality support they deserve.”

Trion will begin using Fuze’s hosted, on-demand services with the opportunity to transition to a licensed, on-premise model as it makes sense for their business. The transition from hosted to licensed model can be accomplished with less than 30 minutes of downtime.

Chuck Van Court, CEO and Founder of Fuze had this to say, “The decision made by Trion’s seasoned professionals experienced with critical customer care functionality to go with Fuze rather than the heavily-marketed competitors means the world to us. We always do very well when included in the evaluation process by gaming companies and others alike, especially when considering the comprehensive, yet intuitive features of the Fuze Suite. The price point is just icing on the cake!”

About Trion World Network, Inc.
Trion World Network, Inc. is the publisher and developer of dynamic server-based online games and original entertainment for the connected world. Trion provides groundbreaking new capabilities and content to revolutionize global entertainment by combining the best elements of gaming, online, and traditional media. Trion has assembled a world-class team of gaming and online veterans with proven success and talent in business, original content development and technology. Between them, Trion’s team members have developed and shipped more than 100 original titles. Headquartered in Redwood City, CA, and with a development and 3rd party production studio in San Diego, CA, and a technology studio in Austin, TX, Trion brings unrivaled experience and vision to the online entertainment industry.

About Fuze Digital Solutions, LLC
Seattle-based Fuze Digital Solutions is an employee-owned company started in 2002. The Fuze SuiteTM now in its 7.0 release is enterprise-grade customer care software that is easy to use and administer. It enables companies to build and sustain customer loyalty by providing outstanding and consistent customer care, facilitating education, communication, and collaboration with customers during the multi-channel support process. The Fuze Suite includes a robust set of integrated modules: knowledge base, email/contact management, chat, feedback management, and more. Its first-to-market community knowledge base features allow consumers and staff to contribute to KB content improvements while protecting brand integrity. Fuze customers include Capcom, Fujitsu, Makena Technologies, PlayPhone, WB Games, Sutherland Group,, SonicWall, Oregon Health & Sciences University, AAA clubs and over 50 financial institutions. For more information, call (425) 649-1246 or visit online at

Media Contact:
Jean Van Court
Fuze Digital Solutions
425-649-1246 # # #

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