Office phone call waiting on hold messages
Gartner research shows that even the most effective contact sales centers have phone callers waiting for an average of 36 seconds. At Captivate Connect we analysed nearly 4 million phone calls placed on hold in three continents, across different industries. The average call wait time was 45 seconds for medium-sized businesses. Phone calls to sales lines waited less, while calls to service, support or admin extensions waited longer. Of the three main channels of communications with customers, less than one percent of customer experience (CX) budgets are spent on the telephony channel despite the fact that 33% of business is done on the phone. In summary, improving interactive phone audio options for on-hold phone call waiting clients will reduce phone call abandonment. (= loss of business). Phone audio options include: music on hold with a choice of music to listen to which doesn’t always start at the beginning of a track, on-hold messages which automatically update with events such as your holiday close/open dates (no more Christmas muzak in February), podcasts, radio news, quiz, even videos on-hold.
Different messages everyday
The daily updates delivered automatically by Captivate keep your phone callers’ wait time interesting and engaging.
Captivate On Hold has cloud based dynamic Music On Hold solutions for most voice platforms. From PBX and Hosted/VoIP through to Unified Communications, you will benefit from Captivate’s MoH solutions.
CUSTOM message OR MUSIC?
Whether you want branded messages about your business or just music alone that doesn’t play from the beginning every time, Captivate is the answer
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Build your perfect business on hold message and music mix with Captivate.
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LATEST Australian PHONE NEWS
Latest Australian phone technology news.
Telstra Vantage 2017 is on at the Melbourne Exhibition Centre today where David Elliott and CEO Mark Horwood release Interactive On Hold for Australia. Here we see David explaining to a group of Directors, the benefits of improved Customer Experience whilst On Hold, followed by CEO Mark Horwood meeting and greeting other attendees.
This rebrand is the first in 21 years. Captivate On Hold will cease to exist this week, becoming Captivate Connect, reflecting its suite of tech products. It has 3500 customers globally, and offices in South Africa, Maldives and Perth. There are 50 customers in the Maldives.
Captivate Connect was launched July 27, 2017 at the Burswood head office in Perth Australia. Starting from 10 am, the session will have CEO Mark Horwood outlining how Captivate’s range of products and services – including inStore and Interactive On Hold – assist businesses – globally – engage with callers and customers why Captivate On[…]
Based in Male, Maldives, Sonee Sports uses our in-store audio solution to enhance customer experience and engagement. Our valued client of over six years, Sonee Sports has been using our solution for announcing promos and specials that are updated monthly, along with other interesting content including ‘this day in history’. The solution is not just[…]
Centrelink’s 42 Million Calls Unanswered: Captivate On Hold is Here to Help ‘If we can’t reduce your abandoned call rate, Captivate will refund our fees!’
Perth-based technology company, Captivate On Hold, is volunteering its caller engagement expertise to help Centrelink weather a crisis in unanswered calls – 42 million in 10 months, according to evidence presented at a Federal Government Senate Estimates Committee. The already-fragile Centrelink’s reputation has been collapsing under media reports of dismal customer service performance. More than[…]
THOUGHT OF THE DAY 02 JUNE 2017 20% need to validate their choices. Understand the emotions that drive shopping. A very interesting paper by Kane Simms entitled, ‘The 8 Emotional States That Influence Purchase Decisions’ concludes that most purchase decisions are emotional. The emotional states identified by Simms, and their respective importance in terms[…]
Captivate had a referral from Vonage Business regarding a recently signed customer, 1st Pet Veterinary Centers in Arizona. “We recently changed to Vonage as our VOIP provider. We have been using our own on-hold-messaging for years. Now with Vonage we have just learned the limitations of Broadworks. 🙁 We have three 24-hr Veterinary Hospitals[…]
Our CEO Mark Horwood, visited Melbourne early April this year. Here is what he said about his travel that covered both work and charity.
Australian technology company Captivate On Hold has signed a deal to provide its unique dynamic On Hold service to MetTel clients in the United States. MetTel is a leader in the Cloud based Telephony in the US and is a Powered by BroadSoft partner while Captivate is a Solutions Partner for BroadSoft. Captivate CEO[…]
Captivate on Hold CEO Mark Horwood visited Melbourne in early April this year. The purpose of the trip was to catch up with a few interesting and passionate clients, Broadsoft’s Communications agency and charity work. He met Access4, a BroadSoft reseller, which is a renowned Unified Communications solutions reseller based out of Victoria and with[…]
Interactive On Hold is an illustration of the company’s continual evolution, as Captivate On Hold has innovated and adapted constantly – to the ever-changing wants and needs of customers – since it began in 1999. Captivate On Hold CEO Mark Horwood said the understanding Captivate has for their customers lead Interactive on Hold’s development. We[…]
Mark Horwood, CEO, Captivate On Hold, explains the benefits of Interactive On Hold in this podcast. He says it is important to give consumers what they want and how Captivate On Hold works with this in its crux. Listen to this podcast here.
Western Australian technology company, Captivate On Hold – a global leader in hosted telephony add-on services – is in the final stages of developing Interactive On Hold, which has successfully completed interoperability testing with the BroadSoft BroadWorks call control platform. New Interactive On Hold will achieve the goal requested by telecommunications providers globally for over two[…]
New Innovative On Hold Product Completes Interoperability Testing With the BroadSoft BroadWorks® Call Control Platform PERTH: Western Australian technology company, Captivate On Hold – a global leader in hosted telephony add-on services – is in the final stages of developing Interactive On Hold, which has successfully completed interoperability testing with the BroadSoft BroadWorks call control platform.
More than 92% of our customers’ callers prefer Captivate’s original content to music and other pre-recordings. Our content includes: sports and general news, interesting facts and figures, and our popular What’s On segments that provide up-to-date information on the world’s cities and things to do. In the past, we have designed tailor-made audio content for[…]
As a global leader in hosted telephony add-on services – Captivate On Hold — is constantly developing new products. Interactive On Hold, with easy-to-use functionality, will be available worldwide in 2017. For the first time, callers on hold will be able to choose their own experience. For example, a caller will be able to enjoy a game show style[…]
Four clichés about On Hold messages you should avoid: Thanking the caller. People don’t want your thanks; they want you to answer their call. By thanking them for calling or holding, you simply patronise and aggravate them. Remember, a happy caller leads to a happy call (and thereby a sale). Using industry jargon. Unless your[…]
5 little changes that will make a big difference with your On Hold messages Cut out the “corporate speak” – remember, you are communicating with potential clients and customers, not corporate investors or business associates, the use of large corporate sounding words makes for hard listening – keep it real and down to earth so[…]
With the rapidly accelerating adoption of Unified Communications (UC) – the system that frees up the workforce to take and make business calls from their Laptop, PC, tablet or Smartphone, we will start to see the end of the handset on every desk. Telcos are selling Hosted IP endpoints without a handset as the tech[…]
WebRTC (Web Real Time Communications) is all about delivering simple Peer-To-Peer Communication. One of the last major challenges on the web is to enable simple and easy voice and video communication. This has become known as Real Time Communication or RTC for short. Historically, in order to communicate with another person via a web browser like[…]
About Mark Captivate On Hold CEO Mark Horwood is an ideas man and has run businesses in Perth, Western Australia, for more than 40 years. He began his professional life studying Electrical Engineering from Curtin University, had a stint as a public servant and later worked for Belgian industrial group Schneider Empain. Mark has also been a Roy Weston[…]
Which TV station would you tune into? Channel AB – Interesting programming with no advertising. Channel AC –Targeted programming that interested you and some ads targeted to your needs? Channel AD – A station where there was nothing of interest to watch but lots of adverts one after another? TV stations place their advertising in[…]
Major carriers used the threat of the upcoming “copper cut-off” to approach Captivate On Hold. As a business with one foot firmly in the technology camp we were able to sort our own cost effective solution for telephony on the NBN once it arrived in Burswood, Western Australia. The following is an exerpt from[…]
Captivate’s unique, world leading Cloud On Hold technology can report On Hold usage on BroadSoft’s BroadWorks based platforms. For this example we chose a US client using our service through BroadWorks Hosted PBX, delivered by MetTel. The end user is a specialist medical consulting group based in New York. What we know- Over a[…]
You may recall from my first post that that 33% of the personnel at BroadSoft are in engineering roles. BroadSofts’ focus on engineering means that continual improvement to deliver better outcomes for their customers and end users is part of their culture. Some observations… Of all the Day 2 presentations I viewed the one by Mark Kushnir,[…]
Captivate sponsored the two day BroadSoft Connect and Technical Connect event in Melbourne Australia on the 2nd and 3rd of May. This is our third straight year at this event. Events like this keep us abreast of the platform updates and any updates that have the capacity to affect us or allow us to enhance[…]
The transformation of telecommunications toward the mobile/virtual space has made a massive impact on the lives of each and every person on the planet. Well, every person? Take your average Maasai warrior in the remotest regions of Kenya, or a solitary tribe of cannibals in a South American rainforest. Not only does the tribe have[…]
Find Your Voice of the Gods I’ve been in the audio production business for more years than I care to remember and if I’ve learned one thing, it’s to get the right voice talent for the task at hand. All the hi-tech studio gear in the world cannot fix up shoddy voice work. I once had[…]
Cloud based digital signage – the latest in cloud based communication On a recent trip to the Margaret River region of WA, I noted that of the various venues I visited, 15 of the 17 digital signage screens were switched off. After doing some reconnaissance I found most businesses just don’t have the time or[…]
Disruption is the new norm in business globally. Uber and AirBNB have changed the transport and accommodation industries. The Internet changed the telephony carrier from voice over the analogue copper line network to digital voice using data – and it’s sending the PABX to the recycling bin. The days when you went to a telephone company[…]
Customer Experience: Technology alone is not the answer. There is so much discussion around the use of technology to build a better customer experience, but technology alone is not the answer. Investments in technology should never be made unless the processes affecting customers have been reconsidered in the context of the new world of customer[…]
How things have changed, but really are just the same. In the dim dark past research done by music on hold providers showed that the average time a caller spent on hold was 60.5 seconds. This wait time drove the technology of On Hold from silence to Greensleeves, to cassette players, then CD players to[…]
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Online In-Store – Background Music and Marketing Audio marketing and customised audio promotions interspersed with background music for retail and hospitality environments. Your Own Radio Station Your company’s unique promotions and information are added to the mix, letting you advertise strategically and effectively to customers already interested in your product. Professionally Brand Your Business[…]
How It Works Using the cloud, Captivate On Hold makes on hold messages, IVR and auto-attendant updates fast, effective and easy. There’s no need for IT intervention when Marketing wish to refresh your On Hold Messages. Captivate’s Technology Proprietary software technology is compatible with any PC or server in your office, All you need is a soundcard[…]
Dynamic On Hold Messages on TIPT (BroadWorks Platform) Captivate On Hold offers the only daily updating, dynamic on hold messaging service available in the world. And yes, it works with TIPT and other hosted telephony systems. The fastest expanding hosted telephony platform in Australia is Telstra’s TIPT – Telstra Internet Protocol Telephony. Captivate On Hold[…]
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A Unique Opportunity to Differentiate When potential buyers call in to a real estate office, you have a small but powerful window to inform them of all the news and properties on offer. This is a unique opportunity to differentiate your agency from your competitors with date sensitive home open listings. It shows sellers[…]
Christmas is coming! If you’re in the customer service game and every business is, in some capacity, it’s important to thank clients for their support. After all, it’s because of them that you’re all still here to celebrate another festive season. You’re grateful; we’re grateful; everyone’s grateful. Right? We do it every year and we’re[…]