CUBE by Exponential Solutions

Create Engaging and Profitable In-Queue/On-Hold experiences with BroadWorks 

Why settle for the basic Music on Hold (MOH) solution that comes standard with BroadWorks®, a static message that always starts at the beginning? If you are a BroadWorks® Provider or End User, you can now inform and engage your customers while they are waiting in queue or on hold, while generating more profits.

BroadWorks® is the dominant global VOIP platform used by telecom carriers, service providers and enterprise users.  Close to 50% of new VOIP line shipments are Broadworks: more than double the closest alternative. BroadWorks is provided by BroadSoft which is now under the Cisco umbrella. BroadWorks is often known by other telecom carrier brand names such as Mitel ClearSpan®, Everything Voice®, Verizon One Talk®, ComWave®, Inclarity®, Cox Business®, Telstra TIPT®, BroadConnect®, and more. 

The in-queue / on-hold experience is important 
  • The average caller spends 60 hours waiting on hold; 70% of business phone calls are put on hold
  • Studies show there is a 40% increase in retention for customers that hear relevant messages while waiting on hold
  • On Hold messages increase inquiries by 15% and requests for products and services by an average of 12%. Results improve as the quality and relevance of the message and experience increase.

The current In-Queue / On-Hold experience for BroadWorks can result in a poor customer experience and lost business

Despite the dominance of this innovative VOIP platform,  the Music/Messaging on Hold (MOH) functionality is very basic, with the capability of only delivering a static uploaded MOH file that always plays from the beginning.  This type of MOH solution does not enable BroadWorks enterprise customers (end users of BroadWorks) to engage, educate or promote products or services to customers while they are on hold or waiting in queue. The result is a poor customer experience that results in lost calls and lost business.

Start creating an engaging and profitable in-queue/on-hold experience for your Broadworks system

There are almost endless possibilities with a CUBE MOH solution for BroadWorks

Deliver a wide range of in-queue/on-hold functionality to substantially increase customer engagement and increase profits. Here is a sample of what is possible:

  • audio callers can hear messaging from a different point each time
  • entry messages to deliver time-sensitive information
  • timely product or service promotional offers 
  • custom messages for specific company department
  • custom messages for a specific extension
  • advanced calendar scheduling of  holiday messages 
  • High-definition audio
  • customer Interactivity: ability for callers to enter digits to choose music or informative content on hold
  • advanced analytics, including average hold times (overall, or by  departments, or extensions), how many times specific in-queue/on-hold messages were delivered, and more.
  • ready access to custom messaging, professional script development, and a wide-range of in-queue/on-hold and licensed music options.

Benefits to End Users of BroadWorks

  • your customers can now have a quality hold experience 
  • increase sales of product or service to new customers
  • up-selling and cross-selling opportunities for existing customers
  • utilize on hold analytics to continually improve the customer experience and maximize message conversions
  • minimize lost calls and lost business
  • minimize staff time for on hold content development.

Benefits to BroadWorks Providers

  • fast and reliable setup
  • peace of mind with best in class enterprise security
  • unlimited scaleability
  • minimize staff time for on hold content deployment
  • minimize engineering and operational resources - once provisioned the service will be fully managed by CUBE.

How does this enhanced BroadWorks MOH solution work?

This enhanced MOH/in-queue solution is delivered by CUBE. CUBE is the world leading provider of On-Hold, In-Queue and In-Store digital engagement solutions for service provides and leading brands in over 57 countries. CUBE technical advantages include open standards, best in class enterprise grade security, and the ability to integrate the platform and its components to almost anything. 

To integrate CUBE with BroadWorks, the service provider simply provisions a "connection" to CUBE's highly secure cloud platform. Once this "connection" is in place the on hold experiences for the BroadWorks system are delivered in real-time by CUBE.  


Find out why more and more BroadWorks installations use CUBE to deliver an engaging In-Queue and Music On Hold Experience

what are the benefits of switching from mbox to cube media player? continue to find out

There is nothing in the industry that can match the overall reliability and level of security of the CUBE. Not only does it have the best in class messaging engine, but its unique adaptive architecture ensures we can easily modify our solution as our clients' business requirements change.

- Bryan Wandel, SVP, In-Store Music & Messaging, DMI Music

Create an engaging and profitable in-queue / on-hold solution for your BroadWorks system. Start today!