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.
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.
About noHold, Inc.
Smarter Self-Service. 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.
http://www.nohold.com/
Press Contacts:
Sarah Ramoz, Marketing Operations Manager sramoz@nohold.com
408.946.9200 ext. 305
All other product and service
names are the property of their respective owners.
To view the official Press Release document click here.
