noHold’s Call Center Virtual Assistant (CCVA) is revolutionizing the way call center agents interact with customers. Already, thousands of agents are experiencing the benefits CCVA offers. Industry leaders and experts alike agree that Business Process Outsourcers (BPOs) will benefit from introducing automation/artificial intelligence to their call centers.

After the soft launch of noHold’s Call Center Virtual Assistant (CCVA) product for 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.