Genesys Cloud - Main

Please share any preferred vendors for customizing hold music, specifically for current/pop music. Internet searches give an overwhelming amount of results, and mostly focus on royalty-free or music specifically created for hold. 

Hello Sheila

You may want to check out bensound , some geographies are concerned with royalties for MOH so you may also want to consider that aspect.

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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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The problem with Popular music is that the recordings are owned by record labels (Warner, Sony, Universal, etc.). Genesys Cloud requires all hold music to be in the form of a PROMPT, which means transferring a recording to the platform (files). The act of copying popular music to a file is a violation of copyright laws unless you have a license from the record label (which they would never do). The answer is streaming audio -- which is not retained on the platform (streaming audio is transitory, so it is not actually making a copy of the song). Even with streaming, you will need a carefully worded contract to allow business use of the music. Unfortunately, Genesys Cloud (unlike the on-premise Engage and PureConnect) can NOT stream live audio on hold. It is a feature we have many, many customers asking for. Please submit streaming MOH as a strong recommendation for Genesys Cloud. Until then, you can use "sound-alike" music if you can get the proper licenses from both the performing rights organization and the recording company (from a hold music provider). If we can get a live stream in there, we can get you any artist. tb