On hold messaging

On-hold messaging is a service used by businesses and organizations of all sizes to deliver information to their callers waiting on hold or while they are being transferred. Also called audio marketing, on-hold messaging is a specialist area of marketing and branding. It seeks to represent the personality of a business in the medium of audio.

The commercial use of on-hold messaging began in the early 1980s. Businesses quickly saw value in utilizing hold time as an opportunity to market services or provide customer support information.

One of the earliest and most recognized companies in this space was Premier Technologies, which developed dedicated on-hold audio devices such as the ADL 3106E and USB 1200. These devices allowed companies to load and play customized messages or music. Premier Technologies operated for several decades before permanently closing around 2020.

Technology On-hold messaging systems initially relied on analog hardware that connected to phone systems. Today, with the rise of Voice over IP (VoIP) technologies, many systems use digital file uploads or streaming solutions to deliver audio content.

Current Use On-hold messaging is widely used in customer service across industries, often including company updates, FAQs, seasonal promotions, or music designed to reduce perceived wait times.

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