Easy On Hold, the exclusive distributor of Brandi Music, has curated a music channel specifically for on-hold queues that solves a major issue for contact center managers: how to offer vocal hit music that doesn't offend callers waiting on hold. The channel, called Pop Smile, offers a positive listening experience for callers of any age and background.
"We have interviewed hundreds of contact center managers, and they often cite callers' negative feedback about certain songs as one of their chief problems to solve," said Julie Brown, president and CEO of Easy On Hold, in a statement. "Callers on hold are more focused on lyrics than they would be if that same song was background music in, say, a retail store. So, we can understand why contact centers are wary of offering any kind of vocal music, yet they don't want to be limited to safe but boring instrumental music."
Easy On Hold analyzed a broad group of hit songs from the last 60 years that had positive, uplifting messages and were free of suggestive phrases, promiscuity and innuendo, violence and drug use, name-calling and bullying, and political points of view.
Creating the Pop Smile playlist took Easy On Hold several months to locate popular songs across decades, read through the lyrics, listen to tempos and arrangements, and score them.
Brown said the service features four other channels (Bright Instrumentals, Easy Instrumentals, Jazz Masters, and Light Classical) that are contact center-friendly for call center managers who don't want to offer up vocal songs.
Curated Contact Center Music works with leading cloud and on-premises contact center platforms from Asterisk, Avaya, Bicom Systems, Broadsoft, Cisco, Fortinet, FreePBX, FreeSWITCH, Genesys, iPitomy, Mitel, OnSIP, Nextiva, Pure Connect, TPx, Vodia, Voneto, Yeastar, and others.