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
408.946.9200 ext. 356
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