Are you with a telecom provider that requires the use of audio files for music on hold? First, check with your provider to find out if your platform will accepte live streaming MOH (music on hold / messages on hold).
If you must use files, follow these 5 tips for giving callers a better experience.
Remember, if your provider is forcing you to use audio files, work with Easy On Hold® to make the hold experience more professional, personal and effective for your brand.
VoIP (Voice Over Internet Protocol) phones are replacing old PBX office phones at a rapid rate. A new phone system can be more of a communications platform offering features that can increase productivity. If you're still on an older phone system (or none at all), note these quick tips we've learned from being experts in the industry for 20+ years.
Hosted VoIP refers to a phone connection through the internet to an off-site (hosted or cloud) provider. Often, up-front costs are lower than an on-premise system, but ongoing service can make up the difference. Always ask about the music on hold capabilities. Some providers will make you load an audio file that is not easily changed. Many providers play the hold music from the beginning every time a call is placed on hold, causing repetition and burnout; ultimately hang-ups.
TIP: Know the long-term costs.
TIP: Find out if the hosted VoIP can scale up to meet future needs.
TIP: What kind of training is included?
Many hosted VoIP providers do not allow high quality music on hold options.
TIP: For now, avoid these brands that do now allow flexibility with music on hold messaging:
TIP: Definitely look into these brands. They support streaming music on hold, which gives you a chance to have a modern phone on hold experience to your important callers.
When the phone system hardware is kept at your business site (on-premise or "on-prem") you will be responsible for ongoing maintenance. However, you will have complete control and enjoy lower cost of ownership over the life of the system. You'll also have customization options that may be necessary.
TIP: Best for companies with internal IT personnel.
TIP: Can up-front costs be spread out over time?
TIP: As with any new system, training will be important.
Many on-site VoIP systems (also called IP-PBX) do integrate with streaming music on hold and external devices. This means you will be able to offer callers a premium, high-quality customer service experience.
TIP: Look into these systems for a better customer on hold experience: