MILPITAS, CA, August 15, 2013—noHold, Inc. recently released a new Knowledge Management platform called SICURA. This software provides a better way to organize, store, and share information, securely.
noHold has been a leader in the Virtual Agent space since its inception in 1999. By leveraging its expertise also in Knowledge Management (KM), noHold takes a step ahead of all its competition. SICURA™’s patented technology (US 6,604,141) is cloud-based, making it easy to install and deploy within your company; and is also mobile friendly. SICURA starts with a central component called ArticlesManager™, which is a system used to automatically index documents to make searching for information easier. Added to this platform are tools to help administrators manage content and capture usage Metrics. The Knowledge Management platform allows users two ways to retrieve the content: through a Virtual Agent or Search ++. Search++ is an enhanced Google®-like search through the addition of a Natural Language Processor (NLP). Another feature added to the SICURA platform is its capability to integrate with external data sources via an open API set. Doing this allows for SICURA to connect to other solutions such as Live Chat, Customer Relationship Management (CRM), KM, and Content Management Systems (CMS). noHold packaged all these components together to create SICURA which can be used by agents, corporate, social media, partners, and the community. To see a visual representation of the components that makes up SICURA click here.
The term SICURA means safe, secure, or assured in Italian. This name is fitting because the goal of SICURA is to provide users with a secure way to share and store knowledge. In this generation of cloud-based technology, secure content is imperative.
After doing extensive research, noHold found out exactly what makes an effective Knowledge Management platform. According to leading analyst firms and industry experts, to be considered a competitor in this market, a KM Platform should meet certain characteristics and must include five knowledge sources. An effective knowledgebase also relies on four components. (1) A single repository of information, (2) an enhanced search engine with the capabilities to obtain and find keywords, (3) an administrator’s login to maintain the knowledgebase. This can be managed by the organization (structured) or can include unstructured data from channels like social media, (4) a User Interface (UI) presented via the web.
According to Gartner’s Hype Cycle for CRM Customer Service and Support, 2013 by Michael Maoz, the formal definition of Knowledge Management is, “Knowledge management for customer self-service includes corporate knowledge, agent knowledge, customer knowledge, social knowledge and partner knowledge. It is the accumulation and management of a knowledge repository and the delivery of that knowledge through a self-service interface or the integration of the knowledge with a Web chat, virtual assistant or email response management solution. The knowledge can also be accessed by a contact center agent to assist with phone-based inquiries.”
SICURA embodies these guidelines and more. The Virtual Agent makes the platform mobile friendly and can achieve higher First Contact Resolution rates because of its interactive and diagnostic features. SICURA is supported in multiple languages and with the use of Metrics, administrators are provided with Voice of the Customer (VoC) and Knowledge Gap Analysis. There is a single repository of information accessible to the Enterprise on the Cloud and allows for personalization through integration with CRM systems, making it easier to create specific answers for individuals. SICURA also includes applications that are designed for the Call Center, Support, Sales, Marketing, and much more. In addition to announcing noHold’s new Knowledge Management solution, SICURA, it has launched a complete makeover to its website, www.nohold.com. The new website promotes clarity throughout all products and provides great resources on all things Knowledge Management.
“We had very specific objectives when we created SICURA. We wanted to have a solution that was cloud-based, mobile friendly and designed to support multiple languages with a Virtual Agent capable of rendering information on the end user’s terms. We have achieved those objectives with a solution that is cost effective and easy to deploy,” said Diego Ventura, the founder and CEO of 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 with a mission 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 Toshiba, Lenovo, Cisco and a host of industry leaders. More information can be found at www.nohold.com.
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