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).

To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.