{"id":3039,"date":"2025-08-13T12:46:13","date_gmt":"2025-08-13T16:46:13","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=3039"},"modified":"2025-12-04T12:40:00","modified_gmt":"2025-12-04T17:40:00","slug":"unplugged-digital-moh-for-call-center-platforms","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/unplugged-digital-moh-for-call-center-platforms\/","title":{"rendered":"Unplugged: Digital MOH For Call Center Platforms"},"content":{"rendered":"\n<p>The global shift to unified cloud communications is reshaping call centers. Easy On Hold\u00ae leads the way in streaming music and messages on hold, delivering platform-compatible, scalable audio solutions that elevate the customer experience.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-the-cloud-platform-revolution\" data-level=\"2\">The Cloud Platform Revolution<\/a><\/li><li><a href=\"#h-digital-moh-connectivity\" data-level=\"2\">Digital MOH Connectivity<\/a><\/li><li><a href=\"#h-the-challenge-lack-of-standards\" data-level=\"2\">The Challenge: Lack of Standards<\/a><\/li><li><a href=\"#h-increasing-streaming-solution-adoption\" data-level=\"2\">Increasing Streaming Solution Adoption<\/a><\/li><li><a href=\"#h-a-solution-for-today-and-tomorrow\" data-level=\"2\">A Solution for Today and Tomorrow<\/a><\/li><\/ul><\/div>\n\n\n\n<p>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 \u2014 and most callers still prefer to speak to a live person. Easy On Hold\u00ae curates every audio touchpoint to ensure customers, patients, and prospects leave with a positive impression.<\/p>\n\n\n\n<p><strong>Key Takeaways:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Cloud Adoption:<\/strong> Call centers are moving to platforms like RingCentral Contact Center, Nextiva, and Genesys Cloud, replacing legacy telecom systems and enabling global scalability.<\/li>\n\n\n\n<li><strong>Digital MOH Standardization:<\/strong> Streaming audio is replacing analog <em>music on hold<\/em>, reducing failures, lowering costs, and adding performance monitoring.<\/li>\n\n\n\n<li><strong>Platform Variability:<\/strong> Systems like Cisco, Avaya, and Genesys have unique streaming requirements, making integration challenging.<\/li>\n\n\n\n<li><strong>Early Innovation:<\/strong> Easy On Hold\u00ae pioneered MOH streaming for Cisco UCCE and CUCM, Avaya Aura Media Server, Nextiva, Bicom Systems, and Microsoft Teams Phone.<\/li>\n\n\n\n<li><strong>Advanced Integrations:<\/strong> Streaming <em>digital music on hold<\/em> now runs on major platforms, with new standards in testing.<\/li>\n\n\n\n<li><strong>Audio System Options:<\/strong> The Easy On Hold\u00ae 2-Channel Business Audio System bridges analog and digital, ensuring a consistent caller experience during transitions.<\/li>\n\n\n\n<li><strong>Enhanced<a href=\"https:\/\/easyonhold.com\/blog\/premium-hold-music-enhances-caller-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\"> Caller Experience<\/a>:<\/strong> Real-time, scalable updates improve engagement and satisfaction while analytics drive optimization.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-cloud-platform-revolution\">The Cloud Platform Revolution<\/h2>\n\n\n\n<p>As call centers transition to cloud-based systems, Easy On Hold\u00ae delivers <a href=\"https:\/\/easyonhold.com\/solutions\/enterprises\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>digital music on hold<\/em> built for these platforms<\/a>.<\/p>\n\n\n\n<p>Over the last decade, businesses have transformed phone systems into unified communication hubs \u2014 integrating voice, data, video, and multiple touchpoints. Cloud providers like Nextiva and TPX have outpaced traditional setups in both function and ease of use.<\/p>\n\n\n\n<p>Unlike old systems, cloud platforms eliminate:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Capacity planning<\/li>\n\n\n\n<li>Carrier contracts<\/li>\n\n\n\n<li>Hardware integration<\/li>\n<\/ul>\n\n\n\n<p>They also seamlessly connect with third-party apps, including email, SMS, social media, and other channels.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cWith 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.\u201d <\/p>\n<cite>Twilio.com<\/cite><\/blockquote>\n\n\n\n<p><a href=\"https:\/\/www.twilio.com\/blog\/what-does-twilio-do\" target=\"_blank\" rel=\"noreferrer noopener\">What does Twilio do? Article.<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-digital-moh-connectivity\"><strong>Digital MOH Connectivity<\/strong><\/h2>\n\n\n\n<p>Today\u2019s cloud and communication platforms demand streaming audio for <em>digital hold music<\/em> and messaging. Analog is fading fast\u2014and for good reason:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fewer failure points<\/li>\n\n\n\n<li>Lower costs<\/li>\n\n\n\n<li>Built-in monitoring<\/li>\n\n\n\n<li>Performance data logging<\/li>\n<\/ul>\n\n\n\n<p>Using analog outputs, the<a href=\"https:\/\/easyonhold.com\/integrations\/audio-device\/\"> Easy On Hold\u00ae 2-Channel Business Audio System<\/a> streams fresh, dynamically updated <em>digital music on hold<\/em> content live.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"589\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-1000x589.jpg\" alt=\"\" class=\"wp-image-3041\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-1000x589.jpg 1000w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-300x177.jpg 300w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-768x453.jpg 768w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-1536x905.jpg 1536w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/PBX-Old-2048x1207.jpg 2048w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption class=\"wp-element-caption\">Feeling wired? New platforms are unplugged.<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge-lack-of-standards\">The Challenge: <strong>Lack of Standards<\/strong><\/h2>\n\n\n\n<p>There\u2019s no universal standard for <em>music on hold<\/em> streaming \u2014 requirements vary widely:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cisco UCCE: 8-bit PCM stream to VVB<\/li>\n\n\n\n<li>Cisco CUCM: RTP Multicast<\/li>\n\n\n\n<li>Avaya Aura: HLS (HTTP Live Stream)<\/li>\n\n\n\n<li>Genesys Cloud: 16-bit, 16kHz audio files<\/li>\n\n\n\n<li>RingCentral: .WAV or .MP3 files<\/li>\n<\/ul>\n\n\n\n<p>Easy On Hold\u00ae has developed streamlined, automated solutions for each.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-increasing-streaming-solution-adoption\"><strong>Increasing Streaming Solution Adoption<\/strong><\/h2>\n\n\n\n<p>Since introducing streaming MOH for Asterisk and FreeSWITCH in 2013, Easy On Hold\u00ae has led platform integrations.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>2019:<\/strong> <a href=\"https:\/\/easyonhold.com\/integrations\/cisco\/\" target=\"_blank\" rel=\"noreferrer noopener\">Cisco selected Easy On Hold\u00ae<\/a> for custom streaming MOH development, resulting in the Streaming Queue Music appliance for CUCM and VVB.<\/li>\n\n\n\n<li><strong>2020:<\/strong> HLS streaming deployed for Genesys Engage, followed by Avaya Aura testing and endorsement.<\/li>\n\n\n\n<li><strong>2021:<\/strong> A streaming solution for Broadsoft was released.<\/li>\n\n\n\n<li><strong>2024:<\/strong> <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/music-on-hold#configure-streaming-music\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Teams Phone launched hold music streams with Easy On Hold<\/a>\u00ae as the exclusive streaming <em>digital music on hold<\/em> provider.<\/li>\n<\/ul>\n\n\n\n<p>More integrations are on the roadmap, ensuring businesses are ready as legacy PBX systems disappear.<\/p>\n\n\n\n<p>We anticipate that a robust, highly available, redundant, secure, and flexible streaming MOH solution will be required when legacy PBX telephony products are retired.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-a-solution-for-today-and-tomorrow\"><strong>A Solution for Today and Tomorrow<\/strong><\/h2>\n\n\n\n<p>How do you unify <em>digital hold music<\/em> in a fragmented environment? Easy On Hold\u00ae\u2019s streaming platform works with both analog and digital connections.<\/p>\n\n\n\n<p>The 2-Channel Business Audio System, built in Michigan, USA, lets you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transition smoothly to a full cloud solution<\/li>\n\n\n\n<li>Control all endpoints from one panel<\/li>\n\n\n\n<li>Schedule and target specific announcements<\/li>\n\n\n\n<li>Mix and match content across locations<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Streamlining Caller Experiences with Digital Music on Hold<\/h2>\n\n\n\n<p>Implementing <em>customized music on hold<\/em> can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Scale seamlessly:<\/strong> Handle call spikes without silence or dropouts<\/li>\n\n\n\n<li><strong>Enable dynamic updates:<\/strong> Push last-minute promotions live<\/li>\n\n\n\n<li><strong>Boost satisfaction:<\/strong> Keep callers engaged and informed<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Choosing the Best Deployment System<\/h2>\n\n\n\n<p>To maximize <em>digital music on hold<\/em>, consider:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Platform compatibility:<\/strong> Ensure your provider supports your system\u2019s format.<\/li>\n\n\n\n<li><strong>Team collaboration:<\/strong> Align marketing and IT to keep content relevant.<\/li>\n\n\n\n<li><strong>Full caller journey mapping:<\/strong> Identify every audio touchpoint for a consistent brand voice.<\/li>\n<\/ul>\n\n\n\n<p>Easy On Hold\u00ae offers the technology, creative services, and expertise to make every call an experience worth waiting for.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As call centers of every size adopt new cloud-based solutions, the need for digital MOH for call center platforms has been met by Easy On Hold.<\/p>\n","protected":false},"author":1,"featured_media":4929,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[141,65],"tags":[62,75,77],"class_list":["post-3039","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-technology","category-streaming-music-on-hold","tag-business-telephone-solutions","tag-live-stream","tag-streaming-hold-music"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Unplugged: Digital MOH For Call Center Platforms<\/title>\n<meta name=\"description\" content=\"As call centers of every size adopt new cloud-based solutions, the need for digital MOH for call center platforms has been met by Easy On Hold\u00ae.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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