ProMusic puts the management of callers’ in-queue and on-hold experience in the hands of businesses, who can now schedule tailored messages and music to play on specified days of the week, or during particular campaigns.
Sysconfig has integrated PromptVoice’s market-leading audio services into its currently available solutions, enabling its partners to stream on-hold and in-queue audio through Icecast technology, adding yet another layer to its already prestigious cloud-based offering.
With staff working from home, retail stores closed and government instructions to stay home, telephone calls have quickly become critical customer touchpoints. Call volumes have increased to many organisations, and contact centre queues have grown in length. Growth in AI, chatbots, and online self-service options have frequently forecast the demise of the inbound phone call - but call volumes are staying strong. Customers still want a real person for non-trivial transactions, and it’s in this interaction that customer loyalty is won or lost.
A few years ago, PapaJohn’s, one of the world’s top five pizza franchises, ran a trial to evaluate whether playing callers targeted, personalised messages would affect their behaviour whilst on the phone.
PromptVoice Studio self-serve portal combines with Genesys customer experience solutions to improve Contact Centre customer experience with professionally produced voice-over recordings for IVR prompts, and in-queue and on-hold audio
