November 9, 2015

Phone Technology News Blog, Ideas, Information

Latest phone/communications technology news blog article ideas and information.



We are becoming increasingly aware that commoditization is here to stay for at least the next decade or two. When a product online is half the price it is here in Australia – why wouldn’t I buy it from overseas? Local suppliers must price match or prepare to watch their business sink to the bottom.[…]



Is your phone system ready for when ASIC mandate call recording? Does it have the capability to interrogate, anaylse and manage this data? At a recent symposium held in Melbourne in September 2019, ASIC Chairman, James Shipton commented on the work ASIC and the government was doing to promote better consumer outcomes to consumers –[…]



Typical marketing channels, like the internet, are becoming less and less effective. In such a dense market, businesses are struggling to get their brand in customers’ hands. So, how do we combat these challenges? Back in the day, businesses would print brochures to mail out to customers or for the sales team to present. But[…]

Customer Loyalty


Are you satisfied? When asked this question, naturally, our minds wander to situations we are most vulnerable. However, would you think differently if it was business-related? Of course, it would! In business, your mind immediately thinks about sales, ratings, website traffic or possibly tax deductions. Now, eliminate the uncontrollable elements and focus on customer loyalty.[…]

Caller Sentiment


Caller Sentiment – making consumers your first priority! Certainly, it’s simple to measure output, sales, logistics, and cash flow in a business. Similarly, it’s also easy for a business to measure the intelligence quotient (IQ) of staff members. Yet, they have difficulty measuring emotional intelligence and emotional connection (caller sentiment) with their callers. Research shows[…]

Captivate Jukebox

Phone Music On Hold Examples

Easy Listening Phone Music On Hold Example   Fall back phone music example when nothing else suits Our most popular phone music track  

Telstra Vantage, Interactive On Hold

Telstra Vantage is on at the Melbourne Exhibition Centre today where David Elliott and CEO Mark Horwood release Interactive On Hold for Australia. Here we see David explaining to a group of Directors, the benefits of improved Customer Experience whilst On Hold, followed by CEO Mark Horwood meeting and greeting other attendees.  

Captivate Connect

CAPTIVATE CONNECT This rebrand is the first in 21 years. Captivate On Hold will cease to exist this week, becoming Captivate Connect, reflecting its suite of tech products. It is a global telecommunications company with 3500 customers globally, and offices in South Africa, Maldive Islands and Perth Australia.  There are 50 customers in the Maldives.

On-hold Phone Technology, Telecommunications Company Rebranding

With increasing demand for on-hold business phone technology solutions providing services, we launched the re-branded Captivate Connect on July 27, 2017, at our Burswood head office in Perth Australia. AUSTRALIAN TELECOMMUNICATION COMPANY RE-BRANDING The Australian telco rebranding launch had CEO Mark Horwood outlining how Captivate’s range of telecommunications business products – including inStore and Interactive On-Hold[…]

Shops Maldives in-store radio

Sonee Sports Store, Maldives Islands

Based in Male, Maldives, Sonee Sports uses Captivate’s in-store radio solution to enhance customer experience and engagement. Our valued client of over six years, Sonee Sports has been using Captivate‘s in-store radio style solution for announcing promos and specials that are updated monthly, along with other interesting content including ‘this day in history’. This in-store radio[…]

Unanswered business phone calls problem solution

Centrelink’s Millions of Unanswered Phone Calls

42 Million Unanswered Phone Calls to Centrelink Captivate is here to help solve the problem of Centrelink’s unanswered phone calls. ‘If we can’t reduce your phone call abandoned (phone hang up) rate, Captivate will refund our fees!’ Perth-based technology company, Captivate, is volunteering its caller engagement expertise to help Australia’s wealfare angency Centrelink weather a crisis[…]

John Carlson business improvement

Business Improvement Ideas

BUSINESS IMPROVEMENT THOUGHT OF THE DAY 02 JUNE 2017 20% of shoppers need to validate their choices. Understand the emotions that drive shopping.   A very interesting paper by Kane Simms entitled, ‘The 8 Emotional States That Influence Purchase Decisions’ concludes that most purchase decisions are emotional. The emotional states identified by Simms, and their[…]

Call waiting messages on-hold for veterinary clinic hospital America

1st Pet Veterinary Clinic, Arizona, America

PHONE CALL WAITING, VETERINARY CLINIC AMERICA Captivate had a referral from Vonage Business regarding a recently signed customer, 1st Pet Veterinary Clinic in Arizona, America. “We recently changed to Vonage as our VOIP provider.  We have been using our own on-hold-messaging for years.  Now with Vonage we have just learned the limitations of Broadworks. 🙁[…]

on hold phone message service

Melbourne Phone Audio On-hold Podcast, B2B Business Executive Discussions Australia

Our CEO Mark Horwood, visited Melbourne Victoria, Australia early April this year. Here is a podcast of what he said about his travel and B2B discussions with senior Australian business executives that covered both telephony work and corporate social responsibility (CSR).

sound recording studio Perth WA

Australia Signs MetTel America in Landmark International Deal

PHONE TECHNOLOGY COMPANIES DEAL Australian technology company Captivate Connect has signed a deal to provide its unique dynamic phone call waiting On Hold services to MetTel clients in the United States of America. MetTel is a leader in the Cloud-based Telephony in America and is a Powered by BroadSoft partner while Captivate is a Solutions[…]

Charity Work Melbourne, Telcos Melbourne, CSR

TELCOS MELBOURNE AUSTRALIA Captivate on Hold CEO Mark Horwood visited Melbourne in early April this year. The purpose of the trip was to catch up with a few interesting and passionate clients, Broadsoft’s Communications agency and charity work. He met Access4, a BroadSoft reseller, which is a renowned Unified Communications solutions reseller based out of[…]

Interactive Call Waiting On-hold Phone Messages Company

Interactive Phone Call Waiting On-hold Messages Company Interactive On Hold is an illustration of the company’s continual evolution. Now as Captivate Connect, it has innovated phone technology and adapted constantly – to the ever-changing wants and needs of business customers – since the phone services company began in 1999. Captivate’s CEO Mark Horwood said the understanding Captivate has[…]

on hold phone message service

Benefits of Interactive On Hold Phone Messages

The benefits of Interactive On Hold phone messages explained in this podcast by telco CEO Mark Horwood. He says it is important to give consumers what they want and how Captivate on hold phone message services works with this at its crux. Listen to this benefits of phone on-hold messaging podcast via the link below.  

On hold phone Call Waiting Services

Global First: Interactive On Hold Phone Call Waiting Service

Australian technology company, Captivate On Hold – a global leader in hosted telephony add-on services – is in the final stages of developing Interactive On Hold, which has successfully completed interoperability testing with the BroadSoft BroadWorks call control platform. New Interactive On Hold will achieve the goal requested by telecommunications providers globally for over two decades[…]

on hold phone message service

Interactive Phone Call Waiting On Hold Phone Message Services

New Innovative Phone Call Waiting On Hold Product Completes Interoperability Testing With the BroadSoft BroadWorks® Call Control Platform     PERTH: Western Australian technology company, Captivate Connect – a global leader in hosted telephony add-on services – is in the final stages of developing Interactive On Hold, which has successfully completed interoperability testing with the BroadSoft BroadWorks[…]

Creative Content is King

More than 92% of our customers’ callers prefer Captivate’s original content to music and other pre-recordings. Our content includes: sports and general news, interesting facts and figures, and our popular What’s On segments that provide up-to-date information on the world’s cities and things to do. In the past, we have designed tailor-made audio content for[…]

Captivate On Hold to Launch Interactive On Hold in 2017

As a global leader in hosted telephony add-on services – Captivate On Hold — is constantly developing new products. Interactive On Hold, with easy-to-use functionality, will be available worldwide in 2017. For the first time, callers on hold will be able to choose their own experience.  For example, a caller will be able to enjoy a game show style[…]

On hold phone tips

4 On Hold Phone Message Tips

On Hold Phone Message Tips Four clichés about On Hold messages you should avoid Thanking phone callers. People don’t want your thanks; they want you to answer their call. By thanking them for phone calling or holding, you simply patronise and aggravate them. Remember, a happy caller leads to a happy call (and thereby a[…]

Phone Call Onhold Business Unique Selling Proposition – Be Different

MESSAGES/MUSIC ONHOLD – BUSINESS USP 5 changes that will make a big difference with your Business Unique Selling Preposition via On Hold messages Cut out the “corporate speak” – remember, you are communicating with potential clients and customers, not corporate investors or business associates, the use of large corporate sounding words makes for hard listening –[…]

Video On-hold, Phone Displayed Interactive Voice Response IRV

Interactive Video On-hold Phone Messages With the rapidly accelerating adoption of Unified Communications (UC) – the system that frees up the workforce to take and make business phone calls from their Laptop, PC, tablet or Smartphone, we will start to see the end of the handset on every desk. Telcos are selling Hosted IP endpoints[…]

WebRTC: What it RTC? Why is RTC coming?

WebRTC (Web Real-Time Communications) is all about delivering simple Peer-To-Peer Communication. One of the last major challenges on the web is to enable simple and easy voice and video communication. This has become known as Real Time Communication or RTC for short. Historically, in order to communicate with another person via a web browser like Chrome[…]

Australian Telco History

History of Australian Phone Audio On-hold Message Telco Captivate On Hold CEO Mark Horwood is an ideas man and has run businesses in Perth, Western Australia, for more than 40 years. He began his professional life studying Electrical Engineering from Curtin University, had a stint as a public servant and later worked for Belgian industrial group Schneider Empain.[…]

Content Marketing! Audio Content Marketing

CONTENT MARKETING, Content is king! Which TV station would you tune into? Channel AB – Interesting programming with no advertising. Channel AC –Targeted programming that interested you and some ads targeted to your needs? Channel AD – A station where there was nothing of interest to watch but lots of adverts one after another? TV[…]

Don’t Be Bullied by Your Telco

   Major carriers used the threat of the upcoming “copper cut-off” to approach Captivate On Hold. As a business with one foot firmly in the technology camp we were able to sort our own cost effective solution for telephony on the NBN once it arrived in Burswood, Western Australia. The following is an exerpt from[…]

Phone Caller on hold Experience

Phone Caller Experience

Phone Caller Customer Experience Case Study World-leading Cloud-based On Hold phone technology can report On Hold usage on BroadSoft’s BroadWorks based platforms. For this example, we chose a US client using our service through BroadWorks,  Hosted PBX, delivered by MetTel. The end user is a specialist medical consulting group based in New York. Phone Call Waiting[…]

BroadSoft Technical Connect, Australia

 BroadSoft’s Technical Connect, Melbourne Australia. You may recall from my first post that 33% of the personnel at BroadSoft are in engineering roles. BroadSofts’ focus on engineering means that continual improvement to deliver better outcomes for their customers and end users is part of their culture. Some observations… Of all the Day 2 presentations I viewed, the one[…]

BroadSoft Connect

BroadSoft Connect 2016, Melbourne Australia

Captivate sponsored the two day BroadSoft Connect and Technical Connect event in Melbourne Australia on the 2nd and 3rd of May. This is our third straight year at this event. Events like this keep us abreast of the platform updates and any updates that have the capacity to affect us or allow us to enhance[…]

Customer Profiles – If you are a Maasai Warrior or an Amazonian head hunter… Press 1

The transformation of telecommunications toward the mobile/virtual space has made a massive impact on the lives of each and every person on the planet. Well, every person? Take your average Maasai warrior in the remotest regions of Kenya, or a solitary tribe of cannibals in a South American rainforest. Not only does the tribe have[…]

Selecting Your Voice Talent

Find Your Voice of the Gods I’ve been in the audio production business for more years than I care to remember and if I’ve learned one thing, it’s to get the right voice talent for the task at hand. All the hi-tech studio gear in the world cannot fix up shoddy voice work. I once had[…]

digital signage

Cloud Based Digital Signage

Cloud based digital signage – the latest in cloud based communication On a recent trip to the Margaret River region of WA, I noted that of the various venues I visited, 15 of the 17 digital signage screens were switched off. After doing some reconnaissance I found most businesses just don’t have the time or[…]

Captivating the Caller in Business Telephony

Disruption is the new norm in business globally. Uber and AirBNB have changed the transport and accommodation industries. The Internet changed the telephony carrier from voice over the analogue copper line network to digital voice using data – and it’s sending the PABX to the recycling bin. The days when you went to a telephone company[…]

The Importance of Great Process Design in Customer Experience

Customer Experience: Technology alone is not the answer. There is so much discussion around the use of technology to build a better customer experience, but technology alone is not the answer. Investments in technology should never be made unless the processes affecting customers have been reconsidered in the context of the new world of customer[…]

Music & Messages On-hold Business Phone Technology

Music & Messages On-hold Business Phone Technology In the dim dark past market research done by music on hold providers showed that the average time a phone caller spent on hold was 60.5 seconds. This phone call waiting time drove the technology of On Hold from silence to Greensleeves, to cassette players, then CD players[…]

IVR and Auto Attendants

IVR and Auto-Attendants Deliver the best experience to inbound callers – Captivate On Hold’s IVRs are designed and tested to be clear, efficient and user-friendly to prevent call abandons and increase customer retention.   Professional Copywriting Direct callers fast and effectively with our IVR scripts, on hold messages, menu prompts and call flow directions.   Voice Over Artists Choose[…]

Background Music and Marketing

Online In-Store – Background Music and Marketing Audio marketing and customised audio promotions interspersed with background music for retail and hospitality environments.   Your Own Radio Station Your company’s unique promotions and information are added to the mix, letting you advertise strategically and effectively to customers already interested in your product.   Professionally Brand Your Business[…]

Automated Music On Hold Updates – How It Works

How It Works Using the cloud, Captivate On Hold makes on hold messages, IVR and auto-attendant updates fast, effective and easy. There’s no need for IT intervention when Marketing wish to refresh your On Hold Messages.   Captivate’s Technology Proprietary software technology is compatible with any PC or server in your office, All you need is a soundcard[…]


TIPT – Dynamic Music On Hold, Fix Problems

On-Hold Messages on TIPT (BroadWorks Platform) Captivate On Hold offers the only daily updating, dynamic on hold phone messaging service available in the world. And yes, it works with TIPT and other hosted telephony systems. The fastest expanding hosted telephony platform in Australia is Telstra’s TIPT – Telstra Internet Protocol Telephony. Captivate On Hold foresaw[…]

Cloud PBX

Hosted PBX, On Hold Messages, Cloud PBX

On Hold Messages for Hosted PBX and VoIP Platforms Captivate Connect offers the only daily automatic updating call waiting, on hold messaging service available in the world. Captivate On Connects’s patented solution delivers an integrated dynamic phone audio service to any VoIP, IP or PBX platform. No need for USB’s or digital players as our[…]

Voice Products

Voice Products Create a cohesive and effective voice over campaign across all of your communication platforms.   Corporate Audio Interactive Voice Respondent (IVRs), Auto-attendant, Corporate Videos, YouTube Videos, Training Modules and In store Installations. Media Audio TV and Radio voiceovers.   Web Audio YouTube videos, Viral Campaigns, Webinars, Podcasts and Web Tutorials.   Voice Talent Our[…]

Real estate phone marketing

Real Estate Marketing, Property Marketing

Real Estate Office Property Marketing Messages When potential property buyers phone your real estate office, you have a small but powerful window to buyers of all the news and properties on offer.   This is a unique real estate marketing and branding opportunity to differentiate your real estate agency marketing from your competitors with date[…]

Christmas phone messages

Closed for Christmas? Let Phone Callers Know Business Open Closed Holiday Dates

AUTOMATED CHRISTMAS PHONE MESSAGING SERVICE If you’re in the customer service game and every business is, in some capacity, it’s important to thank clients for their support. After all, it’s because of them that you’re all still here to celebrate another festive season. You’re grateful; we’re grateful; everyone’s grateful. Right? We do it every year[…]

If you have phone or communication technology news, ideas or information which makes business life easier by improving communications then please don’t hesitate to contact us so that we can investigate and publish news-worth blog posts.