noHold Announces
Support of UNICODE in InstantSupport Version 4.3.
Milpitas, CA, April
27, 2005– noHold,the acknowledged leader in web-based
self-service solutions, today announced the release of InstantSupport
version 4.3.
InstantSupport is designed to provide technical
support and sales organizations with the tools needed to
automatically respond quickly and efficiently to customer
questions. Instant Support's Virtual Agents are on duty 24/7
and deliver consistent, updated information and answers while
providing ongoing customer behavior statistics. noHold customers
use the solution to improve customer satisfaction, increase
sales, and reduce support costs. In addition to improved
reliability, manageability and performance, new features
in InstantSupport 4.3 include:
Asian-Language(Unicode)Support– Language
independency is one of the key benefits of Instant Support;
noHold has deployed Virtual Agents for non-English European
languages, and can now build and deploy virtual agents for
other Asian languages as well, such as Japanese.
"Most of our customers have
a global presence and this new functionality enables them
to provide the same level of pre-sales and post-sales self-service
support to all of their non-English speaking constituencies," said
Felice Curcelli, VP of Engineering at noHold. "The work
we have been able to accomplish in such a short time was
no small feat; all user interfaces, knowledge management,
and back-end tools including the database had to be upgraded
to support the creation of knowledge in double-byte characters,
and configuration of virtual agents. This was not a simple
upgrade; rather it was simply a well executed 'brain surgery'
of our virtual agent engine and supporting framework."
CRM Integration – Other functionality
introduced in 4.3 provides more flexibility on how to feed
new solutions to Virtual Agents and into its knowledge base.
It provides a new HTTP API that allows noHold customers to
add links within their existing Content Management or CRM
application that automatically create solutions in Instant
Support. Customers can also add a link to the noHold Knowledge
Portal menu, therefore allowing SMEs or Tech Support Reps.
to create solutions without having to login into the back-end
tools.
Noteworthy in v4.3 is also an additional
user interface that allows customer's internal support agents
to search for solutions. The page allows users to conduct
keyword searches on solution text, and retrieve all solutions
in a given category or symptom. Customers can choose to restrict
access to the page to internal users through roles.
About noHold, Inc.
noHold is a privately held company established in 1999 and
is headquartered in Milpitas, CA, USA (Silicon Valley).
noHold is the acknowledged leader in web based self-service
solutions whose mission is to deliver real answers to real
questions - real fast. Simple to use, easy to implement
and as close to human as you can get, noHold turns automated
customer support into cognitive customer interaction. noHold
customers include Symantec, Aspect Communications, Roxio,
MTS, and a host of industry leaders. Additional information
is available at www.nohold.com
Press Contact:
Sarah Ramoz
Marketing Associate
(408)-946-9200 X305
sramoz@nohold.com
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