Premier CX have announced that the launch of eMOHtive®, a streaming service that delivers queue music and messaging that enables personalisation of the customer experience. Proven by Anana to work with the Genesys Engage contact centre solution, this ground-breaking new service allows each queued caller to hear a personalised music on hold (‘MOH’) stream generated in real time specifically for them.
Treating queued callers as individuals gives contact centres the opportunity to turn ‘dead’ queueing time to useful time. For example, using most likely question data to determine the most appropriate FAQ messages to play in-queue reduces 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. eMOHtive looks up the caller’s CLI or IVR-derived customer ID in the user’s CRM database to determine the most appropriate messages and even music genres to play.
Premier CX were delighted to have the support and technical expertise of Anana, one of Genesys’ foremost and innovative system integration partners. Chris Woodward, CEO of Anana, said, “We immediately saw the market opportunity for eMOHtive. It’s always difficult for the queuing experience to leave a caller with positive feeling, but being able to use this valuable time to improve caller experience and deliver benefits to the called organisation is a step change that we think most contact centres can benefit from.”
Commenting on the launch, 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 in-queue experience has remained obstinately unpersonalised, with every caller in the same queue hearing the same thing… until now!”
eMOHtive puts queue experience management in the hands of the contact centre or marketing managers, who can schedule messages to play on specified days of the week, or aligned with particular seasonal campaigns. Message changes go live in real-time, avoiding any delay or dependency on IT/Comms staff.