In September 2005, the National Oceanic and Atmospheric Administration (NOAA) opted to replace their RightNow Technologies’ system with the Fuze Suite.  Web users (ranging from students, teachers, scientists, professionals, and other curious web-surfers) who visit www.noaa.gov or answers@noaa.gov will find the Fuze Suite available to help them find answers, ask questions or provide feedback. 

NOAA joins a growing list at Fuze of former RightNow customers, including CareerBuilder.com, requiring a robust enterprise-grade eService application that is significantly easier to use and costs a whole lot less.

“Fuze is pleased to gain the NOAA account,” said Jean Van Court, Fuze VP of Marketing.  “The Fuze Suite’s ease of use and functionality, as well as its agreement terms and price point, gave NOAA an attractive alternative to their former system.”  

In the last two months of 2005, NOAA experienced a self-service rate of 96% when site visitors viewed over 14,000 knowledge base items and submitted only 600 questions that required human intervention, emphasizing the effectiveness of the knowledge base in answering questions. 

About NOAA

 

The National Oceanic and Atmospheric Administration, an agency of the U.S. Commerce Department, is dedicated to enhancing economic security and national safety through the prediction and research of weather and climate-related events and providing environmental stewardship of our nation’s coastal and marine resources.  Through the emerging GEOSS, NOAA is working with its federal partners and nearly 60 countries to develop a global monitoring network that is as integrated as the planet it observes.