Contact Center Technology

Every Call Counts: Aligning Healthcare Messaging with the Patient Journey

The rise of AI and automation in healthcare has not eliminated human call centers; instead, it has elevated the importance of well-crafted, reassuring voice messages during hold time.

4 min read
Easy On Hold | Blog - Healthcare On Hold Messages

Tim Brown

“RIP Hold Music”? Not So Fast.

In the context of something as personal as healthcare, patients want to feel heard and understood—not just processed.

3 min read
Easy On Hold | Blog - AI Agents

Tim Brown

The Avaya Annual Report: Avaya Is Back

Avaya report confirms customer experience (CX) solutions have bolstered the company’s strengthened financial position. Predictions for 2024.

5 min read
Easy On Hold | Blog - Avaya-Annual-Report-Easy-On-Hold

Tim Brown

Why is Call Queuing so Important for Call Centers?

Americans spend roughly 37 billion hours each year waiting in line — whether in traffic, at a store checkout, or […]

4 min read
Easy On Hold | Blog - call-queueing-illustration-people-waiting-in-line

Tim Brown

Streaming Queue Music™ is a Game Changer for CISCO Platforms

The Streaming Queue Music™ solution will bring a live audio stream into your CISCO on-premise platform, eliminating the need to manage audio files while giving you the tools and automation to impress callers like never before.

4 min read
Easy On Hold | Blog - Cisco-Streaming_Queue-Music3

Tim Brown

UCaaS On Hold Message Files Fall Short

Unified Communications as a Service has benefits, but there's a big feature gap: UCaaS on hold message files that ruin the caller experience.

7 min read
Easy On Hold | Blog - ucaas-messages-on-hold

Tim Brown