Wednesday, May 27, 2015

BPOs Begin Leveraging noHold AI to Improve Efficiency in the Call Center

May 27, 2015, MILPITAS, CA – After the soft launch of noHold’s Call Center Virtual Assistant (CCVA) product for Business Process Outsourcers (BPOs), call centers around the globe are experiencing a streamlined method of delivering excellent customer support. noHold has recently received recognition from Gartner, one of the most reputable analyst firms in the industry, as a 2015 ‘Cool Vendor’ in Business Process Services for innovative customer management. This recognition, coupled with the recommendation that BPOs must automate in order to achieve non-linear growth and profitability validate the need for Artificial Intelligence in the call center.

Compared to noHold’s flag ship product, the CCVA is a Virtual Assistant used by call center agents to reduce average handle time, manage traffic spikes, and decrease training time and churn. Currently, over 5,000 agents are utilizing noHold’s CCVA within multiple call centers around the world. This technology is able to support products across a broad range of complexities from security software applications to highly sophisticated networking equipment.

Benefits for adopting a Virtual Assistant for BPOs include:
  • Procedure Guidance - using noHold’s Natural Language Processor and Inference Engine to guide users through complex solutions without the need of creating scripts.
  • Crowd sourcing - agents have the ability to contribute content and fill knowledge gaps quickly, on their own.
  •  Provides a safety net - during peak call times (i.e. crisis, holiday, new product launch, etc.) a CCVA is always available, so Average Hold Time and customer satisfaction are not negatively impacted during critical spikes.
  •  Consistent and approved content- analysts agree that lack of consistency and quality of content is one of the most common issues among BPOs. Virtual Assistants offer a single point of search while empowering brands to offer approved solutions

In speaking with industry experts from various BPOs, one executive said, “At my company, existing and potential clients are demanding value additions and innovations in the Customer & Technical Support solutions we provide. We see Artificial Intelligence that Agents & Technical Support Engineers can use to diagnose problems in real time while serving a customer a must have solution. This type of solution combined with a strong well trained support representative can assure that the customers’ needs are covered quickly, and accurately the first time.”

“It has been comforting to see such a quick market adoption for CCVA.  In only a few months thousands of call center agents have experienced the benefits of Single Point of Search and Procedure Guidance by leveraging content and resources already available to their company.  Analysts are asking for more automation at the Call Center, now BPOs have a way to get it without a risky investment.” -Diego Ventura, CEO and founder of noHold.

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 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 interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at www.nohold.com.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com     
408.946.9200 ext. 356

All other product and service names are the property of their respective owners

Thursday, May 21, 2015

Virtual Assistant Best Practices: Insight into Enhancing End User Experiences

As an acknowledged leader in the Knowledge Management and Virtual Assistant space, with over 15 years of experience under our belt, noHold is continually developing and adapting a list of best practices, so companies can get the most out of their Virtual Assistant. Below is an infographic created to help companies find out how to enhance end user experiences with the use of our Virtual Assistant technology. 

**I apologize for the small font, please click on the image for an amplified version.



To print a copy of this infographic, please click here.
Cheers!
www.nohold.com

Friday, May 15, 2015

Google Announces Self-Driving Car for Public Debut in Summer 2015

In this day and age, it seems like technology is pointing us in the direction of self-service. In fact, self-driving cars are making their way to becoming the latest cutting edge technology in self-service. Just recently, Google released pictures and announced their first prototype of their self-driving car that is set to hit the streets this summer. While there are still limitations to what can be done with this car (so far), it is a step forward in advancing this type of technology and changing the automotive industry forever. 

Photo Credit: Yahoo! Tech

To read more about Google's self-driving prototype car, click here. 
 www.nohold.com

Thursday, May 7, 2015

National Small Business Week: Top 3 Benefits of Self-Service for the Small Business Owner


Photo Credit: auditionsfree.com
"Every year since 1963, the President of the United States has issued a proclamation announcing National Small Business Week, which recognizes the critical contributions of America’s entrepreneurs and small business owners" (sba.gov). This year, May 4th through the 8th is the week dedicated to honoring small businesses in the US. As a small business our self, noHold appreciates the value our solution brings within enterprises, but also recognizes the benefits that it can produce for small businesses. Here are the top 3 advantages to making a Virtual Assistant apart of your small business team.

1. Implementing a Virtual Assistant is cost effective. As a small business, saving money where you can is important. By offer your customers with a web based self service solution to cater to their support needs, you empower them to find the answers to their own questions 24 hours a day/ 7 days a week, thus reducing support costs.  
Photo Credit: ncsbc.net

2. The Virtual Assistant reduces the volume of calls/emails to contact centers, decreasing the load that a live agent would need to tend to. 

3. The Virtual Assistant is designed to be easily maintained making it convenient for small businesses who do not have a lot of man power. 

Photo Credit: dekalbchamber.org
Those are just a few of the advantages that come from a Virtual Assistant for your small business. While most of our clientele are enterprise companies, we have successful implemented a number of Virtual Assistants for smaller companies and they have seen great results.    

In similar news, noHold was recognized by Gartner as a 'cool vendor' in business process services for 2015. These 'cool vendor' titles are specifically designed to recognize the innovations of small and medium sized businesses that normally would not be able to compete with large enterprises. To read the press release and find out more about Gartner's 'cool vendor' series, click here. 

www.nohold.com 

Thursday, April 30, 2015

Gartner Recognizes noHold as a 2015 ‘Cool Vendor’ in Business Process Services

April 30, 2015, MILPITAS, CA – noHold, a leader in web based self-service solutions, was named ‘Cool Vendor’ in Business Process Services, 2015, published on April 13 2015. Similar to Gartner’s Magic Quadrants, the ‘Cool Vendor’ series is used to discover emerging innovative SMB vendors with interesting and highly original technology that impact their respective markets in a meaningful way.

Out of the five companies chosen as ‘Cool Vendors’ in the Business Process Services space, noHold was the only Virtual Assistant vendor selected. noHold offers unique capabilities as its platform provides:
  • noHold Connect (NHC) – allows communication between multiple Virtual Assistants, making it possible for clients to leverage content from partners’ Virtual Assistants.
  • Single Point of Search – the ability to search for content from a single repository, even if the solution resides in other systems (i.e. CRM, Knowledge Management, communities)
  • Procedural Guidance – using noHold’s Natural Language Processor and Inference Engine to guide users through complex solutions without the creation of scripts.
  • Device Connect – the ability to connect to physical devices to retrieve information or perform tasks on the device.

Customer Management BPO has primarily consisted of voice-based services, but according to the Vice President of Gartner Research, TJ Singh, “the adoption of nonvoice multichannel and automated services – such as Web chat, email, SMS, self-service, and social CRM services – is growing significantly.” (Competitive Landscape: Customer Management BPO, 2014 – Making a Difference with Size and Scale in Multichannel, Analytics and Automation, TJ Singh, 14 May 2014).  

To download the full Gartner report titled, “Cool Vendors in Business Process Services, 2015,” click here.

“You stop being ‘cool’ the moment you say you are ‘cool’, but since it is Gartner saying it, we gladly accept it,” said Diego Ventura, CEO and founder of noHold. “I think that Virtual Assistants can help BPO companies disrupt the typical linear growth associated with this type of business. Virtual Assistants can empower agents to be more efficient and customers help themselves while collecting valuable market insight.”


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 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 interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at www.nohold.com.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com     
408.946.9200 ext. 356


All other product and service names are the property of their respective owners.

Thursday, April 23, 2015

How to Find the Solution You are Looking for Using a Virtual Assistant

I stumbled across this really interesting infographic from Alienware's support Twitter account (@AlienwaretechSupport). They describe how using their Virtual Agent can help you find a solution in 4 easy steps: 

  1. Access the Virtual Agent homepage
  2. Select your computer model
  3. Pick a topic from the 'hot topics' section or type your problem in the search bar   
  4. Follow the appropriate link to access that article in their Knowledge Base
Sharing this infographic with their audience via social media has a number of advantages. It lets customers know they have self-service options for tech support, it encourages user adoption, and provides a step-by-step guide on how to use it for those that aren't familiar interacting with Artificial Intelligence.  

Social media is an important platform to utilize as a business. It is a way to connect with the majority of your audience easily and on a more personal level. Sharing helpful tips and tricks on platforms such as Twitter and Facebook benefits both the company and consumers.  

Click here to check out the infographic. 

www.nohold.com

Tuesday, April 14, 2015

Apple Watch Expected to Change the Smartwatch Industry

Photo Credit: mashable.com
Pre-orders for Apple's first new device on the market since Jobs, the Apple Watch, has officially begun late last week. It was reported that within hours of being available, some models of the Apple Watch were sold out. Whether it was because demand was high, or supply was low is still the question, but in either case, it looks like people are really starting to embrace the wearable device phenomenon now. According to an article from Yahoo! Tech, "Gartner expects 40 million smartwatches will be sold this year, quadruple the number it believes were sold last year. The Apple Watch may account for as many as half the number of smartwatches sold, Gartner said." (Apple Watch Preorders Kick Off, Some Models Quickly Sell Out). Other research firms such as Forrester and Morgan Stanley analysts agree that Apple Watch will make up a significant portion of the smartwatch sales this year.

With the smartwatch trend coming to fruition, Virtual Assistants (such as Siri and Google Now) will be even more accessible, being directly on your wrist.  How do you think Apple Watch reviews will be by the end of the year? Is it going to be a game changer like the iPhone or just a fad? How will other wearable devices compare? Let us know what you think in the comments below.  
www.nohold.com