Genesys Cloud Queue & Hold Music That Stays Fresh

The new Easy On Hold® app automatically updates the music and messages callers hear while waiting in queue or on hold with an agent.

Talk to the music on hold experts™

Get a quote and free no-obligation consultation

  1. Find out what costs may be involved
  2. Request a free custom script and sample audio
  3. Talk to our experts about compatibility with your communications platform
  4. For call centers/contact centers: discover new technology for Queue Music solutions
  5. No obligation; it takes only 15 to 30 minutes to get the right music on hold messages solution
  1. Automatically refreshes Genesys Cloud In-Queue and Agent Hold audio
  2. Schedules messages by date, day, time and queue assignment
  3. Shuffles approved content to create a new program of up to 10 minutes
  4. Reduces repeated messages between queue wait and agent hold

From Manual Uploads to Automatic Updates

A short hold-music file can play again and again while a caller waits. Updating a promotion or service message has traditionally meant producing another file and asking someone to upload it to Genesys Cloud.

With the Easy On Hold Genesys Queue & Hold Music App, your communications team manages music, messages and schedules in the Easy On Hold Content Control Center™. The app prepares the audio and updates the designated Genesys Cloud prompts automatically. Routine content changes do not require another manual upload or a repeated edit to the Architect flow.

See the technical guide to the Genesys Queue & Hold Music App.

How the Genesys Hold Music App Works

  1. Choose the content. Select the music and messages your callers should hear in the Easy On Hold Content Control Center.
  2. Set the schedule. Control start and stop dates, days of the week, times of day and queue destinations. Turn a message on or off when plans change.
  3. Let the app assemble the audio. It selects currently eligible content, shuffles the sequence and builds an audio program of up to 10 minutes in the format Genesys Cloud requires.
  4. Keep the prompts current. The app uploads the program to the Genesys Architect prompt library and replaces the audio behind the designated prompt. Updates can run from once a day to once an hour, depending on the configuration.

Genesys Cloud remains responsible for call handling and playback. Easy On Hold manages the content, timing, sequence and prompt audio updates.

Less Repetition from Queue to Agent Hold

If callers wait in queue and are later placed on hold by an agent, hearing the same message twice can be frustrating. When both audio paths are managed, the app's Queue Inversion Logic places the selected topics in reverse order for Agent Hold. Callers are less likely to hear the same topic immediately after moving from queue to hold.

This helps your caller experience stay varied while using the same approved music and messages. Read how the new Genesys Cloud hold music app keeps content fresh.

One-Time Setup for IT. Ongoing Control for Communications.

A Genesys Cloud administrator authorizes the Easy On Hold app. For In-Queue audio, the relevant Hold Music action in the Architect flow points to an Easy On Hold-managed prompt. Agent Hold audio can also use a managed prompt. Easy On Hold works with your team to review the applicable call paths and test the initial setup.

After that, authorized communications or marketing users can manage routine message and music changes in the Content Control Center. The app updates the assigned prompt audio without taking over routing, queue configuration, service levels or agent interactions.

Bring both your Genesys Cloud administrator and your communications team to a demonstration. We can review your current caller experience, the queues you want to improve and the setup required for your environment.

Resources

Explore the new Genesys Cloud app

Easy On Hold Genesys Cloud queue and hold music app guide

How the Genesys Queue & Hold Music App Works

Learn more ›
Fresh Genesys Cloud queue and hold music for callers

Genesys Cloud Hold Music That Automatically Stays Fresh

Learn more ›

Get Music & Messaging On Hold Now

Talk to the music on hold experts™

Get a quote and free no-obligation consultation

  1. Find out what costs may be involved
  2. Request a free custom script and sample audio
  3. Talk to our experts about compatibility with your communications platform
  4. For call centers/contact centers: discover new technology for Queue Music solutions
  5. No obligation; it takes only 15 to 30 minutes to get the right music on hold messages solution