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News : Premier CX Launches Personalised Queue Experience

Premium Content (Sponsored)

#contactcenterworld, @premiercx

Queue Personalisation becomes reality for the Contact Centre

While many are focusing on getting 2020 back on track, Premier CX have launched - something brand new to the Contact Centre world – personalised queue experience. Not just an enhancement, or something to wring out a small incremental improvement.

eMOHtive(R) is a step change for the Contact Centre.

What makes eMOHtive different?

It’s more about what eMOHtive does that makes a Contact Centre different. For as long as Contact Centres have queued callers, the best that they could offer them was to all hear the same marketing messages, comfort messages and music as everyone else in the same queue. eMOHtive puts hyper-personalisation capabilities in the hands of the Contact Centre Manager.
eMOHtive can be integrated with CRM systems using CLI or IVR-derived customer ID to play specific messages and even music genres to callers based upon the customer profile.

Hyper Personalisation has become a reality.

How does Personalisation improve Customer Experience?

Nobody enjoys queueing, especially if that time is spent listening to irrelevant repeated messages and loops of music, the caller experience can hardly enhance their view of the brand. It’s not surprising that a BBC survey a few years ago discovered that being kept on hold by a call centre is the No 1 thing that makes the UK population angry, ranking it above transport delays, physical violence and queue-jumping! If the messaging is timely and helpful to the caller, offering relevant promotions, alternative channels to achieve their objectives, or answering ‘most likely queries’ while in-queue, the overall experience is greatly improved.

What benefit does this have for the Contact Centre?

As queues lengthen due to covid-related call volume increases, treating queued callers as individuals gives the contact centre the opportunity to turn ‘dead’ queueing time into time that is useful to manage such demand. For example, using most likely question data from a CRM system to play appropriate FAQ responses in-queue will reduce Average Handling Time (AHT) and increase First Call Resolution (FCR); highlighting relevant self-service options increases channel shift and self-service; or promoting targeted upsells increases average order value.

Is it just about Hyper Personalisation?

Streamed messaging and music from eMOHtive extends contact centre capabilities much further than just personalisation. Management of the caller experience is straightforward, and changes made are immediately implemented. Bespoke messages can be created using a bank of thousands of suggested templates, and recorded using professional voice artists to suit the brand in most major global languages. The messages can be scheduled to play only on specific days of the week, or during particular seasonal campaigns.

Anthony Buxton, CEO of Premier CX said, "eMOHtive is the biggest innovation in contact centre queue management for a decade. Personalisation of customer interaction is widespread – in mailshots, retail checkout receipts, e-commerce banners and increasingly call centre IVR menus… but queue experience has remained obstinately unpersonalised, with every caller in the same queue hearing the same thing… until now."

To find out more about the potential of a personalised queue experience and watch the video at

#contactcenterworld, @premiercx

About Premier CX:
Company LogoWorking with many UK contact centres and countless high-street brands, Premier CX are a customer touch point agency. As a provider of audio and visual solutions, Premier CX reduce costs and increase customer contact opportunities for brands and businesses across every sector.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

Read today's tip or listen to it on podcast.

Published: Thursday, July 30, 2020

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2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
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