Moving your business communications to Crexendo or a NetSapiens-based phone platform gives you access to many new capabilities. But if your organization already has professionally managed music and messages from Easy On Hold®, there is no reason to give that up just because your phone platform changed. Here’s what businesses should know about Crexendo Music on Hold, NetSapiens MOH, and the advantages of keeping a professionally managed caller audio strategy.
Some Background
Crexendo acquired NetSapiens in 2021, and the NetSapiens technology now powers Crexendo’s cloud communications platform. The same underlying platform is also licensed to other communications providers, including SkySwitch, which offers NetSapiens-based services under its own white-label UCaaS model. So, while the provider name and interface may differ, many of the underlying phone system and Music on Hold capabilities can be similar.
Crexendo manages your calls. Easy On Hold manages what callers hear. You could say that Crexendo and Easy On Hold can serve two very different purposes.
Does Crexendo Have Music on Hold?
Yes. Crexendo allows administrators to configure Music on Hold at the domain level and at the user and call queue levels. Administrators can upload WAV audio files and add messages that play while callers wait. Crexendo also supports introductory messages for queues. That makes the platform considerably more flexible than cloud phone systems that offer only a single default hold music file.
For organizations that simply need background music on hold or an occasional announcement, the built-in Crexendo Music on Hold tools may be enough. But organizations that actively use caller audio for customer experience, marketing, patient communication, sales, branding, or time-sensitive information need more than a place to upload a WAV file.
You may have heard about a “voice production” capability you can access on the Crexendo/NetSapiens platform. Is it a replacement for your on-hold message provider? Probably not.
What Is Crexendo Voice AI Studio?
Crexendo VIP Voice AI Studio is a content-creation tool within the Crexendo platform. It can help users create welcome messages, IVR prompts, auto-attendant recordings, and, in a way, on-hold messages. Crexendo says the system can use information from a company’s website to suggest scripts, voices, and music, and offers music choices.
That’s a useful feature. And it points to an important change in business communications: AI has made it much easier to create an audio file. But creating the file isn’t necessarily the difficult part anymore. Managing the caller experience is.
Creating an On-Hold Message Is Not the Same as Managing One
Consider a simple seasonal announcement:
Our Westside location will be closed September 21 through September 23 for renovations.
AI can generate that announcement in seconds. The harder questions come next.:
- When should it begin playing?
- Which callers should hear it?
- Which locations should receive it?
- Who approves it?
- When should it automatically stop playing?
- What replaces it afterward?
- What happens when another department needs a different announcement at the same time?
- And who makes sure no one hears that renovation message three months later?
For a small business with one phone number, those questions may be easy to answer. For an enterprise with dozens or hundreds of locations, departments, and call queues, on-hold messaging becomes content management. That’s where Easy On Hold differs from a built-in audio generator.
Keep Your Content Strategy When You Change Phone Platforms
One of the most common mistakes organizations make during a phone-system migration is assuming everything associated with the old system needs to be replaced. It doesn’t.
Your PBX, UCaaS provider, or contact center platform is infrastructure. Your music, voice, messaging, and audio branding are content assets. If callers already recognize a particular voice, there is little reason to change it. If marketing has developed messaging standards, there is little reason to rebuild them.
If your organization has approved music, seasonal campaigns, location-specific announcements, and established production workflows, those assets can move to the new communications environment.
Changing phone systems shouldn’t mean redesigning your caller experience.
Human Voices and AI Voices Can Work Together
Crexendo Voice AI Studio demonstrates how quickly AI voice technology is becoming part of communications platforms. Easy On Hold also provides AI voice production, but AI doesn’t have to mean abandoning professional human voice talent. You can use professional human voices for important brand messaging and use AI voices for rapid updates, short-lived announcements, and other content that needs to be produced immediately.
The Easy On Hold AI STUDIO is unique in that you can choose the “in-house” voices for both human recordings and AI recordings. That creates a much more flexible model: Use humans when nuance matters. AI when speed matters. Consistency throughout.
Easy On Hold’s approach also allows organizations to build a broader voice strategy rather than choosing a different generic voice each time a new communications platform is introduced.
More Music Choices With Managed Music Licensing
Easy On Hold provides music specifically licensed and curated for business telephone applications. That gives you more control over the sound and personality of the caller experience, rather than simply selecting a background track from the phone platform’s included library.
Music licensing matters here, too. Crexendo’s current Terms of Service state that Crexendo does not secure licenses for copyrighted music or protected content supplied for Music on Hold and places responsibility for obtaining the necessary permissions on the customer.
What does that mean? It means organizations that want to use other copyrighted music need to understand the licensing requirements. With Easy On Hold, music licensing for the provided service is part of the solution—not another responsibility to be handed off to the customer’s telecom or marketing team.
File-Based Music on Hold Can Still Become Repetitive
Crexendo and NetSapiens provide useful controls around uploaded Music on Hold files. For example, Crexendo’s NetSapiens-based Classic platform documentation describes a Queue Music Shuffle function that can change how queue audio resumes when a caller is placed back on hold. That’s useful functionality, but it doesn’t turn a collection of uploaded WAV files into a continuously programmed audio channel.
Eventually, the same music, messages, and combinations come around again. Easy On Hold was built around solving that problem. Where a communications platform supports streaming Music on Hold, callers can hear a continuously managed program instead of repeatedly entering the same short recording.
And where a platform requires files, Easy On Hold can still create and manage a more varied audio programming rather than relying on a single, permanently looping production.
Content Control Matters More as Organizations Get Larger
For an enterprise, the biggest advantage of Easy On Hold may be the Content Control Center™. Instead of treating every announcement as another audio file, your team can manage an ongoing content library.
- Marketing can prepare campaigns.
- Operations can publish temporary service updates.
- Healthcare organizations can manage location or scheduling notices.
- Retailers can rotate promotions.
- Seasonal messages can have expiration dates.
- Different audiences can receive different content.
And the same organization can maintain consistent messaging even when several communications technologies are in use. This becomes particularly valuable after mergers and acquisitions, where one organization may inherit several phone systems at once.
The phone platforms can remain different. The audio brand can remain the same.
Easy On Hold Isn’t Another Phone System
This is perhaps the most important distinction for Crexendo and NetSapiens customers. Easy On Hold isn’t trying to replace Crexendo. Crexendo is the communications platform.
Easy On Hold provides the professionally managed content that can live on that platform—and potentially on the organization’s other communications systems as well.
Think of it this way: Crexendo handles where the call goes. Easy On Hold handles what the caller experiences on the way there. Those are complementary functions.
Already an Easy On Hold Customer Moving to Crexendo?
Keep us involved in the migration. Your existing scripts, voices, music selections, messaging strategy and production workflow may already represent years of brand development. There is no reason to throw that away simply because your organization selected a new communications platform.
We’ll help determine the best way to deliver your Easy On Hold content into your new Crexendo or NetSapiens environment and preserve the caller experience you’ve already built.
Frequently Asked Questions About Crexendo Music on Hold
Does Crexendo support custom Music on Hold?
Yes. Crexendo’s VIP Portal allows organizations to configure Music on Hold and upload custom WAV audio. Music can be configured at different levels, including the domain and specific call queues.
Does Crexendo have AI-generated on-hold messages?
Yes. Crexendo VIP Voice AI Studio can generate on-hold messages and other telephone prompts using AI voices and combine them with music. The tradeoff is that your staff is still responsible for writing, producing, selecting music, reviewing, updating, and managing that content—work Easy On Hold handles professionally for you.
Can I continue using Easy On Hold after moving to Crexendo?
Yes. Moving to Crexendo or a NetSapiens-based communications platform does not require you to stop using professionally produced Easy On Hold content. The appropriate delivery method depends on the particular configuration of the phone system.
What is the difference between Crexendo Voice AI Studio and Easy On Hold?
Voice AI Studio is a built-in Crexendo tool for creating telephone audio. Easy On Hold is a specialized caller-audio service combining content strategy, professional production, AI and human voices, music, licensing, scheduling and ongoing content management.
Can I upload commercial music to Crexendo Music on Hold?
Crexendo allows custom audio uploads, but its Terms of Service state that customers are responsible for obtaining the required rights and licenses for any copyrighted or otherwise protected content they provide. Easy On Hold provides music specifically licensed for its business audio applications.
Moving to Crexendo? Keep the Caller Experience You’ve Built.
Crexendo and the NetSapiens platform provide powerful cloud communications tools. In August 2026, Crexendo reported that its platform had surpassed 8 million users, underscoring how significant NetSapiens has become in the communications market.
For Easy On Hold customers, that’s not a reason to leave. It’s another platform where great caller audio matters. Keep your music. Keep your voice. Keep your messaging strategy. Keep Easy On Hold.
Moving to Crexendo or another NetSapiens platform?
Talk with Easy On Hold before your migration. We’ll help you determine the best way to preserve your professionally managed music and messages on your new communications system.
