Alpharetta, GA, USA, Oct, 2018 -- CallQX, a software development company specializing in customer experience solutions for telephony applications, announced the launch of its in-queue, Cloud-based music and messaging platform of the same name. The CallQX solution allows callers to choose their preferred, fully-licensed music as they wait for live-agent service and enables brands and contact centers to serve customized on-hold messaging that references unique customer information. The result of a recent joint venture between GM Voices, a producer of professionally-recorded voice prompts for technology applications, and Holdyr, a California-based technology corporation.
"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. "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 CTO of CallQX. "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. "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."
Posted by Veronica Silva Cusi, news correspondent
CallQX is an innovative in-queue music and messaging platform that helps contact centers deliver a superior customer experience by giving control of the wait period to callers. From their phone, callers choose their preferred music genre, and are then presented with an in-queue experience that includes licensed songs from artists mixed with personalized hold messages. Companies control their music selection, playlists, and messaging from an easy-to-use online dashboard.
Published: Tuesday, October 9, 2018
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