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Music on hold (MOH) is the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. It is especially common in situations involving customer service. Music on hold is sometimes referred to as phone on hold, message on hold, on hold messaging, or hold music.
On-hold messaging is a service used by businesses and organizations of all sizes to deliver information to their callers waiting on hold or while they are being transferred. [1] Also called audio marketing, on-hold messaging is a specialist area of marketing and branding. It seeks to represent the personality of a business in the medium of audio.
Music on hold or on hold messaging may be played for the caller while the call is on hold, especially if the call has been placed to a customer service center. Alternatives to placing a caller on hold include virtual hold or virtual queuing solutions that allow scheduled or queue-based callbacks to be made to the caller.
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These messages are typically deployed on an organizations interactive voice response (IVR) switchboard system or when customers are placed on hold and incorporate short, informative voice messages often accompanied by music. A study commissioned by audio branding specialist PHMG provided insight into consumer perceptions of on-hold marketing ...
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