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noHold Integrates InstantSupport Solutions
with Supportforce.com from Salesforce.com.
InstantSupport users can now access solutions and create new
cases in Supportforce.com 24/7 from any Web application, reducing
support costs while increasing efficiency and improving customer
service levels.
Milpitas, CA, October 26, 2004 – noHold, the acknowledged
leader in Web-based, self-service solutions, today announced
the integration of its InstantSupport suite with Supportforce.com,
the salesforce.com on-demand customer service and support solution.
Completed through the sforce on-demand platform and leveraging
noHold's Dynamic Routing technology, the integration enables
enterprises to allow their customers to search and access relevant
solutions housed in Supportforce.com through simple, conversational
questions. New cases are automatically created in Supportforce.com
based on information captured in the support session, enabling
customer service representatives to review a completed user
session log for faster case resolution and effective handling
of a higher case volume.
noHold will
demonstrate the integrated solution at Dreamforce 2004,
the second annual salesforce.com user and developer conference,
taking place at the Hilton San Francisco from Nov. 1-4,
2004.
"The integration
of InstantSupport with Supportforce.com provides a powerful
combination that optimizes resources in a call center," said
Diego Ventura, CEO & Founder of noHold. "The flexible,
open nature of the sforce platform means that integration
is completed at a fraction of the cost and effort of integration
with traditional, client-server-based CRM software applications."
noHold's Dynamic
Routing technology includes an XML-based page and form
generation tool to allow enterprises using InstantSupport
to easily create self-service forms that can be posted
to any Web application. A customer who chooses to troubleshoot
a problem online can access an appropriate solution from
Supportforce.com using simple, conversational queries.
If a solution is not available, the customer is prompted
to create a new case. The customer may be asked to describe
the problem further before submitting the case, or the
case may be created automatically using the information
captured in the session. In either scenario, relevant
data is automatically captured in salesforce.com. Service
representatives are also able to retrieve the status of
their cases from InstantSupport.
noHold's virtual agents
can also 'learn' from solutions created in Supportforce.com.
Using Dynamic Routing's connector technology, any new solution
created in salesforce.com can be replicated to InstantSupport.
Once published, future updates in Supportforce.com are
available through the virtual agent.
The integrated solution is immediately available to noHold
and salesforce.com customers. For more information, please
contact noHold's Sarah Ramoz at sramoz@nohold.com.
About noHold
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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