Barge-in

What is Barge-in

Barge-in is a feature that allows a supervisor or manager to join a live call between an agent and a customer. This is typically used for on-the-spot coaching, to provide support during a difficult interaction, or to de-escalate a situation. In a cloud contact center, barge-in can be done discreetly from anywhere, providing a valuable tool for real-time quality assurance and agent development. It allows for immediate intervention when necessary, ensuring that customers receive the best possible service.