Easy On Hold created the first streaming hold music/messages platform in 2013. Because of its many benefits, streaming hold audio is growing in popularity. Here is an update on the many integrations available today.
What is streaming hold music? It’s a live-streaming audio program with content created exclusively for your business. Easy On Hold®‘s new streaming system does away with the traditional practice of voice blurbs interrupting a repeating background track. Customers demand a better customer service experience. The old “music on hold” methods no longer work for retaining and informing callers. With music constantly changing and timely topics blending in at just the right times, callers hear a fresh sound far superior to the common on-hold audio loop.
Why marketers like streaming hold music.
- Relevant information reduces call abandonment. Because streams deliver messages at specific times of day, days of the week, etc., you can offer relevant, timely information. When callers are being helped, they don’t hang up.
- No more repetitive “loop.” Individual 30 to 40-second messages with unique music rotate randomly. Priority ratings can be assigned to ensure high-value content is heard more often.
- Manage multiple locations easily. The EOH content portal easily assigns messages to individual locations, regions, or queues. An effective strategy is combining corporate messaging with localized topics to reach specific customer groups.
Why do techs like streaming hold music?
- Stop loading files. When customers want changes, they use their Easy On Hold customer portal. Techs should be doing tech stuff, not playing DJ.
- You’re never blamed for out-of-date content. Since all audio content is scheduled in the stream, you are no longer responsible for which files should be playing.
- Streams provide real data. Stream logs can help with implementation and troubleshooting.
- You’re no longer liable for copyright violations. Do you know that your company is responsible for obtaining performance licenses and clearances for recordings used on hold? EOH licenses all kinds of content, including hit songs by popular artists.
The streaming process
Log In To Request Content. The user (marketing/manager/owner)logs in to request the creation of one or more “topics.” A topic is a 20 to 30-second long voiced recording. Typically, unique music enhances each topic.
Custom Audio Topics. The Easy On Hold® studio produces audio topics in 3 days or less. Upon approval, the audio is scheduled to play (in a randomized fashion, so callers can’t predict what’s coming next).
Schedule Topics. A topic can be scheduled to play at a certain time, day or duration of days and times. This allows “good morning” or special day-of-week announcements, which impress callers.
Set Priorities. When you have a time-sensitive topic or something you want all callers to hear, use our priority settings to make that topic play more often.
Streaming Connectivity. Three ways to get the stream to play on your phones:
- Easy On Hold® provides a URL to be programmed into your phone platform (works with Asterisk, FreeSWITCH, and others)
- The EOH 2-Channel Business Audio System device receives the audio stream and mounts it on an I.P. address for a digital connection to your phone system (as with Cisco CUCM)
- The EOH 2-Channel Business Audio System device plays the stream using an analog audio connection (RCA type jack or 3.5mm available in 8-Ohm and 600-Ohm outputs).
The difference between streaming and files
Why sound like everyone else? With our streaming audio solution, you’re no longer confined to a loop of repetitive content. Instead of using just one long piece of music interrupted by announcements, the Easy On Hold® streaming platform utilizes short, individual topics, each with its own appropriate music track.
Each topic receives instructions on when to play and when not to play.
“Good morning.”
“Good afternoon. We’ll be open until 7 pm tonight and every Tuesday.”
“Good morning. Our lunch feature today is…”
“Good afternoon. Our dinner feature this evening is…”
“…This week…”
“…This month…”
You’ll never need to worry about playing out-of-date messages. Each topic knows when to start and stop!
8 Benefits of Streaming Hold Music and Messages On Hold
- No files to handle
- No out-of-date messages
- Uptime & content monitored
- URL or streaming audio device
- Low .025GB/hr bandwidth
- Time-specific playback rules
- Important topics play more often
- Create topics now for automated deployment later
Why choose audio files?
Only use audio files for messages on hold if you have no choice. Many (not all) VoIP platforms require audio files. Talk to our team about your phone system: check to ensure you use audio files on hold.
Stay with Easy On Hold® to be future-ready. Many platforms will soon upgrade to our streaming system.
- We write and record several short topics for you
- We give each topic its own musical background
- Change the order of topics using our Creative Content Manager
- Engage with your Music On Hold Experts™ for frequent reminders and new topics