Rivet said that using News On Hold extended caller hold time by 19% compared with alternatives such as music or silence. Forrester Research also reported that 73% of callers say valuing their time is one of the most crucial things a company can do in delivering great service. “By teaming with Genesys experts, we can provide contact centers worldwide with a valuable tool to improve end user customer experience while keeping costs low,” Rivet CEO John MacLeod said.
The company announced a pivot towards B2B audio products at the start of the year. MacLeod spoke with RAIN News in January about the reason for the shift and his vision for Rivet’s future.