Posted On: Dec 22, 2022
Amazon Connect now supports barge-in, a contact center capability that enables managers to help agents resolve customer issues quickly and ensure a superior customer experience. Using barge-in, managers can join and participate in an ongoing customer service call between a contact center agent and customer. After joining, a manager can speak with the customer, add participants, and even choose to remove an agent, if needed. Using Contact Lens for Amazon Connect, a manager can even define specific rules, such as low sentiment score, in order to receive a real-time alert to join a call.
You can get started with just a couple of clicks by enabling the feature in the AWS Console and then adding permissions for your managers or agents by updating their security profiles. To initiate a new barge-in session, you can select a contact to join from the real-time monitoring page in the Amazon Connect website and then click “barge” after being connected to the call.
Amazon Connect barge-in is available in US East (N. Virginia), US West (Portland), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London).