noHold Signs Deal With Wyse Technology To Provide Diagnostic Self-Service for Wyse Winterm Thin-Client Devices

noHold Instant Support™ will help Wyse reduce support calls by at least 50 percent; Future phases of rollout will support three additional Wyse products.

Milpitas, Calif., USA- August 27, 2001 - noHold, Inc., the leading provider of Web-based diagnostic self-service solutions, has entered a two-year agreement to provide Instant SupportTM to Wyse® Technology, the worldwide leader in thin-client devices. Wyse will launch Instant Support early in October to service a growing installed base of more than a million thin-client devices. Instant Support will reduce Wyse's support calls by at least 50 percent and enable the company to deliver premium technical assistance for a rapidly expanding user base without requiring additional tech support personnel.

In this first phase of the rollout, the noHold solution will support Wyse's WintermÔ 3000 Series, which uses Microsoft's WindowsÒCE OS. In future phases of the roll out, the noHold solution will support the Winterm 8000 series Windows Custom Application Terminal, based on Microsoft's Windows NT Embedded OS; the Winterm 1000 series, which uses a Wyse proprietary OS; and Wyse's RapportÔ, a network management software suite.

"Our technical support team receives about 100 calls a day, more than half of which could be resolved with self-service," said Phillip White, Director of Customer Support. "But because our users include people with a broad range of technical skills, we needed a solution that could handle simple as well as complex issues. noHold Instant Support was the only solution that offered a diagnostic approach with rapid problem resolution."

"Several industry analysts agree that excellent self-service will become a key differentiator in business during this decade," said Diego Ventura, founder and CEO of noHold. "End users want immediate support, but they also want convenience. So leading companies like Wyse Technology are integrating Instant Support to deliver accurate, timely resolutions through a simple interface."

Instant Support is noHold's Web-based proprietary query-and-response inferential engine. It's the only self-service solution that allows online users to diagnose and solve their own problems, usually within three or four clicks. Wyse chose the solution to provide a higher quality of customer service and to manage an increasing influx of routine inquiries to its call center as the company continues to grow.

Users access Instant Support through an interactive chat-like portal on a company's Web site. Instant Support can be configured easily, and it seamlessly escalates unresolved issues to a service rep via email, chat, or telephone, as required by the user. It also integrates with other CRM solutions such as email management and search engines.

noHold's Professional Services group creates the entire knowledge base, using the customer's documentation, such as user guides, debugging notes, data sheets and administration guides. Typical launch time is about six weeks.

Then noHold's expert system interacts with this knowledge base to provide the single best solution to a user's problem. On the back end, Instant Support's metrics and authoring capabilities will allow Wyse Technology to monitor the system's success rate, capture unresolved questions and problems, and continuously update the database.n.

With Instant Support, companies can reduce customer support overhead, improve customer retention, and increase revenue by simplifying and accelerating the means to solve problems and answer questions. Instant Support can also leverage a company's existing knowledge bases by accessing, making sense of, and integrating legacy data into the response.

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.