Music on hold: Difference between revisions

Latest revision as of 17:00, 29 December 2024

Music on Hold (MOH) refers to the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. This practice is commonly used in customer service and call center environments to improve the caller's experience.

History[edit]

The concept of Music on Hold was invented in 1962 by Alfred Levy, who discovered that a loose wire in his factory's telephone system was picking up a local radio station. This accidental discovery led to the development of a system that could intentionally play music to callers on hold.

Technology[edit]

Music on Hold systems can be implemented in various ways, including:

Analog systems that use cassette tapes or CD players
Digital systems that use MP3 files or streaming audio
VoIP systems that integrate with PBX or IP-PBX systems

Benefits[edit]

Music on Hold provides several benefits, including:

Reducing perceived wait times for callers
Enhancing the brand image of a company
Providing an opportunity to deliver marketing messages or advertisements

Considerations[edit]

When implementing Music on Hold, companies should consider:

Licensing requirements for playing copyrighted music
The choice of music genre to match the company's brand
The volume and quality of the audio

References[edit]

Levy, Alfred. "Music on Hold System." U.S. Patent 3,487,176, filed December 31, 1962, and issued December 30, 1969.
"The History of Music on Hold." Telecom Magazine, 2010.

External Links[edit]

Music on Hold on WikiMD

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-[[File:Opus_Number_One_single_cover.png|left|Opus Number One single cover|thumb]] '''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 a common feature in [[telecommunication]] systems and is also utilized in settings where [[audio]] content is broadcast to callers on hold. This practice not only serves to provide a more pleasant waiting experience but also offers businesses an opportunity to communicate with their callers through music or pre-recorded messages.
-==History==
+{{Infobox Technology
-The concept of Music on Hold was patented in 1962 by inventor Alfred Levy, who discovered the potential for this technology after a wire touching a steel girder in his factory created a connection that allowed the factory's telephone system to pick up and broadcast the radio station it was touching. This accidental discovery led to the development of systems designed to intentionally play music for callers on hold.
+| name = Music on Hold
+| image =
+| caption =
+| invented = 1962
+| inventor = Alfred Levy
+}}
-==Technology==
+'''Music on Hold''' ('''MOH''') refers to the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. This practice is commonly used in [[customer service]] and [[call center]] environments to improve the caller's experience.
-Modern Music on Hold systems are integrated into [[telephone systems]] and use digital audio technology to play music or messages. These systems can be as simple as a looped audio track playing from a CD or digital file, or as complex as a system that integrates with a company's [[Customer Relationship Management (CRM)]] software to play personalized messages based on the caller's history or reason for calling.
-==Benefits==
+== History ==
-The use of Music on Hold can have several benefits for businesses, including:
+The concept of Music on Hold was invented in 1962 by [[Alfred Levy]], who discovered that a loose wire in his factory's telephone system was picking up a local radio station. This accidental discovery led to the development of a system that could intentionally play music to callers on hold.
-* Reducing caller hang-up rates by providing a more engaging waiting experience.
-* Offering an opportunity to advertise products or services to a captive audience.
-* Enhancing brand image through the careful selection of music or branded messages.
-==Considerations==
+== Technology ==
-When implementing Music on Hold, businesses should consider the following:
+Music on Hold systems can be implemented in various ways, including:
-* [[Copyright]]: Ensuring that the music or content played is licensed for use in this context to avoid legal issues.
+* [[Analog]] systems that use [[cassette tapes]] or [[CD players]]
-* Content selection: Choosing music and messages that reflect the brand and are appropriate for the target audience.
+* [[Digital]] systems that use [[MP3]] files or [[streaming audio]]
-* Volume and quality: Ensuring that the audio is clear and at a comfortable listening volume for callers.
+* [[VoIP]] systems that integrate with [[PBX]] or [[IP-PBX]] systems
-==Regulations==
+== Benefits ==
-In some jurisdictions, there are regulations governing the use of Music on Hold, particularly concerning copyright and the use of personal data in messages. Businesses must be aware of and comply with these regulations to avoid penalties.
+Music on Hold provides several benefits, including:
+* Reducing perceived wait times for callers
+* Enhancing the [[brand image]] of a company
+* Providing an opportunity to deliver [[marketing messages]] or [[advertisements]]
-==Future Trends==
+== Considerations ==
-With advancements in technology, the future of Music on Hold may include more personalized and interactive experiences for callers, using AI and machine learning to tailor music and messages to individual preferences or inquiries.
+When implementing Music on Hold, companies should consider:
+* Licensing requirements for playing copyrighted music
+* The choice of music genre to match the company's brand
+* The volume and quality of the audio
+== See Also ==
+* [[Call center]]
+* [[Customer service]]
+* [[Telecommunications]]
+== References ==
+* Levy, Alfred. "Music on Hold System." U.S. Patent 3,487,176, filed December 31, 1962, and issued December 30, 1969.
+* "The History of Music on Hold." [[Telecom]] Magazine, 2010.
+== External Links ==
+* [https://www.wikimd.com/wiki/Music_on_hold Music on Hold on WikiMD]
 [[Category:Telecommunications]]
-[[Category:Business practices]]
+[[Category:Customer service]]
+[[Category:Music]]
-{{stub}}
+[[Category:1962 introductions]]