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How UK Government’s overhaul of GP surgeries’ telephony systems offers a big messaging and telephony opportunity

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The UK government has announced it will invest over £240 million in doctors surgeries’ telephone and on-hold messaging systems, catalysing significant new opportunities for Channel resellers.

The government’s new strategy will see modern telephony solutions installed, not only in response to the 2025 Switch Off, but also to leverage on-hold messaging systems to make it easier for patients to access GP appointments and general practice information.

While the quality of any modern telephony system will have a significant positive impact on GP surgery staff, on-hold messaging solutions, such as AudPro’s Messaging on Hold, enhance those solutions even further by better engaging callers while on hold, and optimising how patients contact their health professionals.

Messaging on Hold provides businesses across all industries – via AudPro’s national network of resellers – with a professionally recorded caller experience to ensure end-users can provide a professional image and ensure customers are engaged throughout the call.

Channel resellers now have the opportunity to engage with the health sector on a massive scale and introduce a solution that thousands of other businesses across the UK, are already successfully utilising.

With the ability to set custom recordings for caller information such as queue position, call-back options, up-to-date opening hours and announcements, and information to ensure calls are routed to the right department, Messaging on Hold ensures callers always receive the information they need.

Messaging on Hold also provides organisations with professional voice actors and scripts, rather than relying on staff to record messages, to create a more credible introduction to a brand, with information clearly presented to callers.

“Messaging on Hold has been designed to improve caller experience whilst being a strategic contact solution for organisations of every shape and size,” says Andrew Jones, Director, AudPro. “The UK Government’s investment in GP’s telephony solutions has opened a new market for Resellers of Messaging on Hold to explore the potential to improve caller experiences on a national scale.”

For Channel resellers, Messaging on Hold offers seamless integration into existing telephony systems. It delivers bespoke messaging throughout the year to cater to events such as bank holiday closures or important announcements such as the latest health advice.

“We already know that a caller’s on-hold experience is important, and we’ve all been frustrated while waiting,” Jones adds. “But Messaging on Hold offers far more than just on-hold music and messaging, it provides resellers with satisfied customers, organisations with a seamless system, and callers with the information they need; something that GP surgeries will value as demand for consultations continues to increase.”

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