Nextiva is a communications platform that is used across a wide range of industries. Finance, health care, technology, education, and retail are just some of the business verticals that do well with Nextiva unified communications. Easy On Hold provides streaming music on hold and messages on hold services directly into the Nextiva platform without the use of any external devices. If you’re new to the streaming music capabilities Easy On Hold brings to Nextiva, read on! In a few minutes, you will learn how to improve Nextiva music on hold the easy way.
How does Nextiva music on hold work?
Default music
Nextiva comes with a default music track that plays from the beginning of the track every time a call is placed on hold. Think: annoying repetition. The single music track repeats every few minutes, causing more caller agony.
I’m about to pull out my hair at this repetitive hold music, and I’m trying to pay a bill that you guys messed up. Your on hold music is so bad and repetitive. Repetitive hold music should be considered psychologically harmful.
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Custom music audio file
There are some official instructions from Nextiva for uploading your own custom music file. That, however, still presents some issues:
- You must find music you can use legally. The music licensing process can be complicated.
- The audio must be properly formatted as a mu-law 8-bit .wav. Not a common format.
- Files must be under 10 minutes, and the file size must be less than 5 MB.
- Someone must upload the audio into the Nextiva platform. To change the content, you must delete the old file and load a new one.
- The file plays from the beginning every time a caller is on hold. If you have a 10-minute on hold message, callers will hear the same few minutes at the beginning every time they call.
Audio Files vs. Streaming
The easy way: streaming audio
Easy On Hold offers a streaming integration with Nextiva that works quite well. This integration allows businesses to stream music and messages on hold, eliminating the need for repetitive audio files. Here are some key features:
Management Portal: You can schedule and manage the stream from the Easy On Hold portal, making it easy to keep your on-hold content fresh and up-to-date.
Continuous Music: Unlike traditional hold music files, streaming audio plays continuously without starting over each time a call is placed on hold.
Unlimited Content Length: You can use any length of content, and it doesn’t have to be limited to a short audio file.
Randomized Playback: Your Easy On Hold stream randomizes content topics in the stream, so callers get more variety.
Licensed Music: Easy On Hold provides licensed music, including popular hits, so you don’t have to worry about licensing issues.
FAQ
What does it take to set up Easy On Hold streaming music in Nextiva?
Streaming audio from Easy On Hold can be integrated in just a few steps. The Easy On Hold support team works with your Nextiva tech advisor to register a connection between your Nextiva platform and the streaming server. This allows the flow of audio to play for every call you place on hold.
Does streaming Nextiva music on hold play during call transfers?
Your Nextiva support advisor will set up the stream to play during call transfers (queue), parked calls, and calls placed on hold.
Can we play more than one stream?
You can tailor streams to satisfy several audiences. Callers who need support are less likely to respond to a sales promotion. However, those calling for general information will find special offers interesting. Think about the different caller groups your business may have, and approach each with a unique stream of music and information.
What music is available for my Nextiva music on hold?
If callers are on hold for less than 5 minutes, consider instrumental music with spoken messages that inform, inspire, and update callers while they wait. These are referred to as on hold messages and offer a chance for your marketing department to get involved. If your company places callers on hold for longer periods, think about using Brandi Music, our streaming business music service with 78+ channels of music by original artists.
How do I change the streaming on hold music and messages?
All of your music, messages, and the timing of when messages play are managed in one convenient portal. With your secure login, manage schedules for each topic. Use start and stop dates so you never play an out-of-date message. Need a quick change? Each topic can be toggled on or off. You can even set messages to play based on the time of day or day of the week.
What else makes the Easy On Hold stream unique?
We have an automated way to say “Good morning” and “Good afternoon.” We call them “dayparts,” and they’re a simple way to add a special surprise to your caller’s time with you. “Hope you’re having a great Monday,” for example, makes your company sound warm, sophisticated, and friendly.
Nextiva Music On Hold Tips
Here are a few quick tips for Nextiva users:
- Nextiva’s website discusses hold music, but it does not mention the Easy On Hold streaming solution. We can assure you that Easy On Hold has a longstanding working relationship with Nextiva. Many of the Nextiva support technicians have our Nextiva Streaming Hold Music Guide and are ready to help.
- In days gone by, there was a device that could connect some kind of audio to the Nextiva platform. We recommend against adding points of failure and extra equipment to your nice, IP-based phone platform. The Easy On Hold stream integrates directly into your platform digitally.
- Create a seamless customer experience using the Easy On Hold in-house voice talent for your IVR/auto-attendant and messages on hold. Explore the AI clones of our human voices so you can enjoy the benefit of natural human talent and the convenience of on-demand text-to-speech auto-attendant recordings.
Can you build an amazing customer experience in Nextiva?
Nextiva’s website headline is “Build Amazing Customer Experiences.” Unfortunately, callers often have to wait a few moments (or more) on hold almost every time they call. Do your callers think they are having an amazing customer experience while waiting on hold? Probably not, unless you are using an amazing music and message on-hold service. That’s where the Easy On Hold streaming Nextiva on hold music solution comes in. We say, “make the wait great!”
