NoHold Releases Instant Support™ Version 2.0 with Key Features for Stronger Performance and Back-office Efficiency

Now Global 2000 companies can manage a user support knowledge platform in-house, create and maintain a "branded" user portal, and obtain more detailed user metrics.

Milpitas, Calif., USA- October 29, 2001 - noHold, Inc., the leading provider of intelligent Web-based guided self-service solutions, has just released noHold Instant Support™ 2.0. The newest version of noHold's expert system includes new applications and functions that make it even easier for Global 2000 companies to author and maintain the customer support knowledge platform, to scale the solution for changing needs, to drill down for more detailed user metrics, and to create a branded look and feel for the knowledge portal. Together, the new functions will further improve back-end efficiency and deliver higher-quality insight, all with lower maintenance requirements.

"This means that we've empowered almost anyone to configure, deploy and author a self-service knowledge platform even if they have minimal technical skills," said Diego Ventura, founder and CEO of noHold. "We're giving companies the tools to take their online support even farther beyond the stale FAQs and document search links that many of their competitors still use. In fact, guided online support is one of the few remaining keys for differentiation today, and we want noHold customers to have that advantage."

Instant Support is built on noHold's proprietary artificial intelligence technology, taking users through a guided process to obtain targeted answers and solve technical problems online quickly - typically within three or four clicks. It's done through a chat-like interface built into a company's Web site, so users get consistent, relevant help whenever they need it.

New Features and Functions
* · noHold Instant EditorTM allows companies to revise, update and add content to the customer support knowledge platform in-house any time they wish. They simply navigate through an easy step-by-step process to modify or create rules, question/answer pairs, and synonyms, which are held in a staging area and verified before uploading. A smarter inference engine now groups any unresolved problems and questions into related categories so appropriate responses can be written and uploaded even faster into the knowledge platform. Instant Editor requires only basic computer skills, so almost anyone can master it.

* noHold Instant SetupTM lets each company easily customize the appearance of the knowledge portal, the user interface that appears on its customer support site. Businesses can include their logos along with a choice of fonts, colors, "personality" of the questions and responses, and other characteristics to mirror the look and feel of their brands. Tools are intuitive, so almost anyone can use them.

* noHold Instant Metrics, the enhanced version of what previously was called noHold Portal Manager, now has improved drill-down capabilities to deliver more detailed user metrics. The application captures, analyzes and reports on each Instant Support session - as aggregate data or as individual interactions - just like an "always on" focus group. Instant Metrics provides valuable information that can be used across the enterprise to improve services and products, increase up-selling and cross-selling, and improve customer service.

* noHold's proprietary inference engine has been given a new level of intelligence, so it can be even more precise in troubleshooting problems and delivering relevant responses.

Instant Support Is a Guided Solution
noHold Instant Support is more advanced than other self-service solutions because it uses sophisticated algorithms and an inference engine, guiding users interactively to describe, diagnose and solve their problems immediately through an online interface. Unlike similar providers that build generalized platforms for vertical industries, noHold custom builds the knowledge platform for each company, using product specs, documentation manuals, debugging notes, and other information.

If a problem cannot be resolved during a self-service session, Instant Support automatically escalates the user to a customer support agent via email, chat or phone and carries a copy of the session to the next level. It can also link users to information about additional products, upgrades and other sales opportunities. Instant Support also can be integrated with a company's existing CRM solutions.

Some companies use Instant Support primarily as a customer-facing technology, but others have deployed it internally to deliver the most current technical information to call center agents. The solution can be used almost anywhere a company must provide accurate and timely information to employees, managers, customers, vendors or other users.

Pricing and Availability
noHold Instant Support is available immediately. Pricing is based on a flat-rate annual licensing fee. A QuickStart version allows new customers to try the solution for 60 days before committing to the regular contract. All current noHold customers will be upgraded automatically to Version 2.0, including AT&T Broadband, Extreme Networks, Wyse Technologies, Aspect Communications, Logitech and others. For sales information, write to sales@nohold.com or phone 408-946-9200, ext 315.

About noHold, Inc. noHold is the leader in Web-based self-service knowledge management solutions that diagnose and solve complex technical problems and provide information to users, 24x7. noHold Instant Support, the company's flagship product, is a virtual support agent designed for customer service, technical support, marketing and sales support, human resources, financial services, and other information-rich organizations to build profitable and labor-efficient relationships with their employees, customers, prospects and suppliers. With noHold Instant Support, users can resolve problems and obtain actionable information quickly, without waiting on hold.

noHold is a privately-held company established in 1999 and headquartered in Milpitas, Calif., USA (Silicon Valley). It has sales offices in San Diego, Calif., and Washington, DC. Its leading customers include AT&T Broadband, Cisco Systems, Logitech, and Aspect Communications. Additional information is available at www.nohold.com. Send e-mail to info@nohold.com, or phone 408-946-9200.