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noHold
RELEASES InstantSupport™ VERSION 3.1.
NoHold Releases Instant Support™ Version
3.1 with new Document Management and Enterprise Application
Integration capabilities.
Instant Support customers can now leverage on the new Articles Management component
to manage, search, and maintain their documents.
Milpitas, Calif., USA- June 24, 2002 - noHold, Inc., the
leading provider of intelligent Web-based guided self-service
solutions, has just released noHold Instant Support™ 3.1.
The newest version of Instant Support includes new components
and functions that make it even easier for Global 2000
companies to author and maintain knowledge and documents
as well as integrate with enterprise applications and intranet
search engines. Articles Management
With Articles Management, Knowledge Specialists
can now manage and maintain both knowledge bases as well
as document bases using the same content management tool:
Instant Editor. In Instant Editor they can create, edit,
upload, convert, map, unmap, search, filter, categorize,
and publish articles. A role-based workflow allows them
to make sure that content is reviewed and published by
only authorized users. Customers can add to their Knowledge Portal
a Library Search function that gives their users the ability
to search documents. The Library Search user interface is a
different and complementary paradigm to the Knowledge Portal
interface. Designed to allow more tech-savvy, knowledgeable
personnel to retrieve solutions easily, i.e. all relevant
information related to a problem or symptom, the Library
Search interface is a search tool for those users - customer
service agents, for example – who do not require
hand holding. You can enable the “search” interface
for knowledge bases as well as for documents hosted in
Instant Support. Dynamic Routing
Dynamic Routing is a new add-on component and
enabling technology that allows customers to connect (i.e.,
integrate) a Virtual Agent to business processes and data.
Whether it’s a Web-based CRM form, a live-chat application,
e-commerce, or CRM system, Dynamic Routing is the enabling
technology allowing our customers to do that. The inherent flexibility and simplicity
of Dynamic Routing allows customers to implement also sophisticated
tiered escalation and subject-based escalation. For example,
when using a Virtual Agent as an external web self-service
as well as an internal facing tool for your customer service
agents, customers can configure the Virtual Agent to escalate
to level one support agents for all external end user sessions,
then have the tier1 agents sessions escalated to level
two support agents, and so forth. In line with noHold philosophy to empower
the business users, setting up Dynamic Routes requires
no effort or IT resources. Using a simple web form in Instant
Setup, customer can tell the Virtual Agent what information
must be collected and/or transferred to the “target
enterprise application”.
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 version 3.1 as well as Articles Management and Dynamic
Routing are 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 have
been upgraded automatically to Version 3.1, 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.
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.
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