Take the Lead. Grow Your Business.
Gain a competitive advantage by providing your business clients with the best on hold functionality in the industry. By doing so you will increase new system sales, reduce unproductive staff time, and create a new, untapped revenue stream.
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Benefits of CARMA for Service Providers
Business clients expect to access the same responsive on hold campaign tools on the phone as they currently have across their other touchpoints. CARMA allows your clients to achieve their on hold campaign objectives by accessing the industries most advanced and responsive on hold functionality that seamlessly integrates with any traditional or VOIP system, on premise, or in the cloud.
Minimize your liability and save valuable staff time.
There is no longer a need to juggle your support resources in an attempt to manually upload on hold production changes to try to meet the time-sensitive campaign needs of your business clients. CARMA provides your clients with a secure solution to quickly update on hold content anytime and anywhere. Remove your liability and redeploy headcount back onto important core business initiatives.
Increase sales and gain a competitive advantage.
With CARMA your clients will finally have the most advanced on hold campaign management tools in the industry. Give your clients access to on hold capabilities that deliver amazing and crystal clear on hold messaging campaigns, play paragraphs in a random (or accordingly to their own set of rules), deliver time-sensitive entrance messages and quickly, and intelligently add and schedule content. Your clients will be now be able to manage their phone campaign in real-time (with important metrics) as they do today across their other important campaign touchpoints (i.e., in-store, the web, email, social media). You will now enable your clients achieve their on hold campaigns goals.
Create a lucrative new revenue stream.
Service providers now have the ability to resell premium on-hold experience service functionality to their business clients, creating a new untapped source of revenue. Premium on hold service options include AP New stories, interactive options, custom voice productions, premium Music offerings with playlists, and more. For the savvy service provider, this represents both an upsell opportunity and a unique opportunity to differentiate their service offering from a crowded field of competitors.
Recent Case Studies - See how Service Providers are benefiting from CARMA today
One U.S. nationwide telecom provider wished to add a self-service signup for their premium on-hold experience service with multiple options that included custom voice productions, premium music offerings with playlists, and AP News stories. Clients had a choice of one price for one option or a bundled price for a combination of options.
CUBE developed a partnership with the telecom provider to deliver this highly responsive self-service solution. The result was that the client was able to deliver an engaging MOH experience to their customers, and the telecom provider now has the opportunity to up-sell existing clients, access a new stream of revenue, and differentiate themselves from other VOIP providers in an increasingly competitive market.Close
A telecom provider had a client with several thousand retail locations that each required a new MOH production deployment on a monthly or quarterly basis. The VOIP system required them to submit each required MOH update as a ticket (one by one) through the telecom providers support ticket platform. Due to the large volume of incoming MOH support tickets, the platform’s spam protection mechanisms blacklisted those requests. Meanwhile, the client’s customers experienced longer delays and were stuck hearing out-of-date messages. The telecom provider needed a solution that provided them quick access to upload content directly without a security concern.
CARMA provided a safe solution to easily update content. This solution saved the telecom provider about half a headcount in operations expenses as well as significantly eased the telecom provider’s liability concerns. CARMA gave them a stronger relationship with the parent company and happier customers.Close
The patients of a government-based suicide prevention hotline were not always able to reach a counselor immediately. Every minute the on-hold caller remained on the line added to the care and benefits a counselor could provide to each patient.
To engage the callers and keep them on the line, the CARMA solution provided an interactive on-hold experience utilizing humor, trivia, and the choice of different music. Similar interactivity applications have been successfully used in a corporate setting to conduct marketing research surveys, or real-time feedback on quality of service, on a random sample of callers, while the customer is on-hold. CARMA provided a solution that kept callers engaged while on hold.Close
High Definition Voice
A hospitality/entertainment client reached out after several failed attempts to create a production that sounded professional in their current system environment. They needed a solution that combined music and messaging to create a highly polished brand image.
CARMA delivered high definition voice experience by negotiating the optimal codec, without imposing any format restrictions on the underlying content. This solution provided music that sounded amazing with crystal clear voices.Close
Unique Messaging Requirements
A multi-site office customer needed a time-sensitive entrance message to play the first time a caller went on hold to remind them that the phone number was changing. After the entrance message played, the paragraphs from the script were to play in a randomized order so that it was not predictable to callers who had already been on hold. The built-in MOH capabilities in the customer’s VOIP system did not support this configuration.
CARMA tools made it easy for the customer to deploy the entrance message; it played message paragraphs in a randomized order to ensure they were fully heard. In addition, the entrance message was pre-scheduled to drop off automatically once the new phone numbers came online.Close
Multiple Message Variations
A large clinic had multiple medical specialties that each had their own on-hold messaging needs. Approximately 200 different variations of on-hold programs had to play at any given moment, which depended upon which specialty the caller sought (e.g. Family Medicine versus Cardiovascular), as well as what that specialty wished to communicate at that time (ranging from doctor availability to schedules to offerings and marketing messages - such as dental upgrades, skin care, and so forth). In the current BroadWorks configuration, this was impossible to achieve elegantly, since in many cases there can only be one primary message file, and playback always start from the beginning every time someone is placed on hold.
CUBE for BroadWorks delivered the ability for a third-party audio production company to schedule and update messages without access to the BroadWorks instance. The CARMA solution now allows an unlimited number of different messages to be assigned or shared between offices, departments, and call center queues.Close
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