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This is a review of a recent CX Today video interview with Nuri Gocay, Director of Platform Architecture for Zendesk Contact Center, who argues that hold music is dead. We feel this is unfair, inaccurate, and dismissive, and in this blog article we prove it.
Tim Brown
Music and weather on hold and in your space is now available from Easy On Hold®. AccuWeather® On Hold and Overhead.
Caller expectations are changing faster than ever. In 2026, more callers will reach out only after exhausting every self-service option available. That means when the phone rings, you’re no longer dealing with casual inquiries—you’re engaging with customers who want answers now and who expect to be understood immediately.
There’s something magical about Christmas music. The instant warmth. The nostalgia. The way a familiar melody brings comfort and joy—especially during the busy holiday season when callers need reassurance, patience, and a positive experience.
When customers call, do they hear the same old common hold music they’ve heard practically everywhere else? Here's a look at why you should consider replacing generic music with streaming, scheduled, and voice-integrated audio.
Nick Byrne
If you haven’t updated your call waiting music for business recently, use these five ways to improve it and keep it fresh.
