While a customer is on hold, it would be ideal to offer admin capabilities to control the music and/or messaging that is played. Few ideas related to this...
1) Customers want the ability to control the music in general
2) Customers want the ability to insert marketing messaging in the on hold experience
3) Customers should have the ability to control what marketing messages are heard based on their customer profile (ie - what products they own, what products they've shown interest etc)
Comments
Optimal would be to be able to control hold and queue music on queue level, not only on channel level.
It would also be great to be able to leverage some more triggers for the automated messages; e.g. a 'marketing trigger' that runs every 30 seconds, 45 seconds or 60 seconds, etc. through which customer's could announce marketing messages and offers.
Category: Voice - Call controls