CallQX Solution Lets Callers in Queue Select Their Own Music



CallQX, a software development company specializing in customer experience solutions for telephony applications, has launched an in-queue, cloud-based music and messaging platform.

The CallQX solution allows callers to choose their preferred, fully-licensed music as they wait for live-agent service and enables companies to serve customized on-hold messaging that references unique customer information. It is the result of a recent joint venture between GM Voices, a producer of professionally-recorded voice prompts, and Holdyr, a technology corporation.

CallQX is compatible with most major IVR and PBX platforms. Once informed of their wait period, callers can choose their music genre and are placed in the call queue while they listen to engaging songs licensed from top labels. Additional functionality enables callers to skip songs, return to the menu to choose different music options, and even get more information about the streaming artist/song.

From CallQX's dashboard, contact center managers and marketers can see how their playlists and messages are resonating with callers. New audio can be uploaded and integrated in real time, and the portal allows users to place and receive orders for professionally-recorded voice messages.

"GM Voices has always taken an active role in helping companies develop a voice persona and customer experience that reflects their unique image and audience," said Marcus Graham, founder and CEO of GM Voices, in a statement. "While so much attention is given to CX, we realized the marketplace needed a better way to address the in-queue experience—or what we're calling QX. We're confident that this level of branding and personalization will be well-received by callers and companies alike."

"Early on, Holdyr saw the clear need for a comprehensive caller experience that included exceptional in-queue interactions," said Jim Britt, founder of Holdyr and chief technology officer at CallQX, in a statement. "GM Voices has been a leader in the IVR space for decades, and we believe their strength coupled with our innovations is exactly what contact centers need to perfect that experience."

"With so many advances in contact center technologies over the past decade or so, on-hold has really been the last analog remnant of an otherwise forward-looking industry," said Darrell Hensley, CEO of CallQX, in a statement. "We believe streaming and personalization will be the in-queue standard within two years, and just like microwaves or garage door openers, companies will soon look back and wonder how their contact centers ever went without this solution."