The global shift to unified cloud communications is reshaping call centers. Easy On Hold® leads the way in streaming music and messages on hold, delivering platform-compatible, scalable audio solutions that elevate the customer experience.
Marketing and business managers are zeroing in on customer experience (CX) improvements in the voice channel. Calls for information and help with complex issues are on the rise — and most callers still prefer to speak to a live person. Easy On Hold® curates every audio touchpoint to ensure customers, patients, and prospects leave with a positive impression.
Key Takeaways:
- Cloud Adoption: Call centers are moving to platforms like RingCentral Contact Center, Nextiva, and Genesys Cloud, replacing legacy telecom systems and enabling global scalability.
- Digital MOH Standardization: Streaming audio is replacing analog music on hold, reducing failures, lowering costs, and adding performance monitoring.
- Platform Variability: Systems like Cisco, Avaya, and Genesys have unique streaming requirements, making integration challenging.
- Early Innovation: Easy On Hold® pioneered MOH streaming for Cisco UCCE and CUCM, Avaya Aura Media Server, Nextiva, Bicom Systems, and Microsoft Teams Phone.
- Advanced Integrations: Streaming digital music on hold now runs on major platforms, with new standards in testing.
- Audio System Options: The Easy On Hold® 2-Channel Business Audio System bridges analog and digital, ensuring a consistent caller experience during transitions.
- Enhanced Caller Experience: Real-time, scalable updates improve engagement and satisfaction while analytics drive optimization.
The Cloud Platform Revolution
As call centers transition to cloud-based systems, Easy On Hold® delivers digital music on hold built for these platforms.
Over the last decade, businesses have transformed phone systems into unified communication hubs — integrating voice, data, video, and multiple touchpoints. Cloud providers like Nextiva and TPX have outpaced traditional setups in both function and ease of use.
Unlike old systems, cloud platforms eliminate:
- Capacity planning
- Carrier contracts
- Hardware integration
They also seamlessly connect with third-party apps, including email, SMS, social media, and other channels.
“With geographically distributed hosting, horizontally scalable architecture, and thousands of carrier connections worldwide, cloud communication platforms present the opportunity to be truly global immediately. Local communications infrastructure and local connections in every geography are no longer required.”
Twilio.com
Digital MOH Connectivity
Today’s cloud and communication platforms demand streaming audio for digital hold music and messaging. Analog is fading fast—and for good reason:
- Fewer failure points
- Lower costs
- Built-in monitoring
- Performance data logging
Using analog outputs, the Easy On Hold® 2-Channel Business Audio System streams fresh, dynamically updated digital music on hold content live.
The Challenge: Lack of Standards
There’s no universal standard for music on hold streaming — requirements vary widely:
- Cisco UCCE: 8-bit PCM stream to VVB
- Cisco CUCM: RTP Multicast
- Avaya Aura: HLS (HTTP Live Stream)
- Genesys Cloud: 16-bit, 16kHz audio files
- RingCentral: .WAV or .MP3 files
Easy On Hold® has developed streamlined, automated solutions for each.
Increasing Streaming Solution Adoption
Since introducing streaming MOH for Asterisk and FreeSWITCH in 2013, Easy On Hold® has led platform integrations.
- 2019: Cisco selected Easy On Hold® for custom streaming MOH development, resulting in the Streaming Queue Music appliance for CUCM and VVB.
- 2020: HLS streaming deployed for Genesys Engage, followed by Avaya Aura testing and endorsement.
- 2021: A streaming solution for Broadsoft was released.
- 2024: Microsoft Teams Phone launched hold music streams with Easy On Hold® as the exclusive streaming digital music on hold provider.
More integrations are on the roadmap, ensuring businesses are ready as legacy PBX systems disappear.
We anticipate that a robust, highly available, redundant, secure, and flexible streaming MOH solution will be required when legacy PBX telephony products are retired.
A Solution for Today and Tomorrow
How do you unify digital hold music in a fragmented environment? Easy On Hold®’s streaming platform works with both analog and digital connections.
The 2-Channel Business Audio System, built in Michigan, USA, lets you:
- Transition smoothly to a full cloud solution
- Control all endpoints from one panel
- Schedule and target specific announcements
- Mix and match content across locations
Streamlining Caller Experiences with Digital Music on Hold
Implementing customized music on hold can:
- Scale seamlessly: Handle call spikes without silence or dropouts
- Enable dynamic updates: Push last-minute promotions live
- Boost satisfaction: Keep callers engaged and informed
Choosing the Best Deployment System
To maximize digital music on hold, consider:
- Platform compatibility: Ensure your provider supports your system’s format.
- Team collaboration: Align marketing and IT to keep content relevant.
- Full caller journey mapping: Identify every audio touchpoint for a consistent brand voice.
Easy On Hold® offers the technology, creative services, and expertise to make every call an experience worth waiting for.
