Captivate ConnectSince 1996
TIPT — TELSTRA

Telstra came to us in 2009 to build on-hold for TIPT

TIPT is Telstra's version of the Cisco carrier voice platform. When Telstra needed the on-hold experience built for it, they engaged Captivate Connect — and what came out of that work was the first interactive on-hold service in the world. Callers stopped being an audience and got something they could answer back to.

Talk to us about TIPTSee how production works

What interactive actually meant

On-hold audio in 2009 was a recording. It played, it looped, and a caller's only two options were to keep waiting or hang up. The brief was to make the wait something a caller could act on instead.

Jukebox

Let callers choose what they hear while they wait: music, advertising, a podcast, a quiz. The queue stops being something done to them.

Custom Callback

Offer a waiting caller a callback after a time you set — five minutes, say — instead of holding the line open.

Text-a-Link

Send a link to the caller mid-call. Dealerships take service bookings without the queue. Health practices send new-patient forms before the appointment. Consulates send visa and passport forms without tying up a person.

How a change gets made

  1. 1

    Write it

    Draft the script in the Kiosk, with help if you want it.

  2. 2

    Produce it

    Choose the voice and the music bed. The audio is made in about a minute.

  3. 3

    Approve it

    Nothing reaches callers without sign-off.

  4. 4

    It's playing

    The approved audio uploads itself and is on hold immediately. What used to take days takes a minute.

Also worth knowing

  • Optional content items — On This Day, Famous Birthdays, Motivations, Riddles — sit between your promotions and change daily on their own
  • The integration has run on TIPT since 2009, and has grown into two-way conversational products since
  • The same interactive features run on other carrier platforms we support, so moving off TIPT does not mean starting again
All 15 platformsAgentic AI

Talk to us about your TIPT queues

Tell us how your call flows are set up and we will show you what your callers could be choosing from.

Book a walkthroughSee all platforms