Quishara,
My consulting company did this for years.  I've placed VoxPeritus on hold due to our primary consultants being tied up in large corporate deployments. However, I've partnered with both EIG and GM Voices to accomplish best practice redesign.  In fact, I began working with EIG way back in 1997, so they have a tremendous amount of experience.  They hold workshops with GM Voices at a very reasonable price that teaches you how to do it yourself.

At the highest level, you've touched upon the first things to address and they are consistent on hold music and all IVR menus to be consistent with only a very few exceptions only if needed; e.g., Loans as #4 in all menus, except for if someone got into Loans via direct dial, then a menu for Auto, Personal, etc would be good customer experience.

It's been my experience that call backs are the best opportunity for those offering them for the first time. Seems everyone gets it wrong first time, so be prepared to dive into that sooner rather than later.  In my last role, we had something like 2 million callbacks in 2020 and by then we had gotten it down to a science. Many customer kudos and not a single complaint that I am aware of.

​

------------------------------
Kevin Brown
Cognizant Technology Solutions

I've been working and playing with Genesys since 1995
Arizona, USA

Original Message:
Sent: 07-15-2021 11:43
From: Quishara Benson
Subject: Hold Music Recommendation

Hello Genesys Community,

My organization is in the process of converting to Genesys Cloud. We want to build a consistent call flow experience for all of our contact center departments. Today each of our queues play different hold music, have different IVR selections, and play different marketing messages. I'm wondering if anyone has determined any best practices or has suggestions on how we can build more consistent call flows.
#Unsure/Other

------------------------------
Quishara Benson
Alaska USA Federal Credit Union
------------------------------

Quishara,
My consulting company did this for years.  I've placed VoxPeritus on hold due to our primary consultants being tied up in large corporate deployments. However, I've partnered with both EIG and GM Voices to accomplish best practice redesign.  In fact, I began working with EIG way back in 1997, so they have a tremendous amount of experience.  They hold workshops with GM Voices at a very reasonable price that teaches you how to do it yourself.

At the highest level, you've touched upon the first things to address and they are consistent on hold music and all IVR menus to be consistent with only a very few exceptions only if needed; e.g., Loans as #4 in all menus, except for if someone got into Loans via direct dial, then a menu for Auto, Personal, etc would be good customer experience.

It's been my experience that call backs are the best opportunity for those offering them for the first time. Seems everyone gets it wrong first time, so be prepared to dive into that sooner rather than later.  In my last role, we had something like 2 million callbacks in 2020 and by then we had gotten it down to a science. Many customer kudos and not a single complaint that I am aware of.

​

------------------------------
Kevin Brown
Cognizant Technology Solutions

I've been working and playing with Genesys since 1995
Arizona, USA

Original Message:
Sent: 07-15-2021 11:43
From: Quishara Benson
Subject: Hold Music Recommendation

Hello Genesys Community,

My organization is in the process of converting to Genesys Cloud. We want to build a consistent call flow experience for all of our contact center departments. Today each of our queues play different hold music, have different IVR selections, and play different marketing messages. I'm wondering if anyone has determined any best practices or has suggestions on how we can build more consistent call flows.
#Unsure/Other

------------------------------
Quishara Benson
Alaska USA Federal Credit Union
------------------------------