Supervisor barge for voice calls with Amazon Connect

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you.

Amazon is excited to announce Supervisor Barge for Amazon Connect Voice calls.

Amazon Connect provides superior customer service with an easy-to-use omnichannel cloud contact center. Agents that are globally dispersed to deliver follow the sun coverage or 24×7 support may often find it difficult to deliver the support required without the assistance of a supervisor on duty or on call resources at their organizations. Contact center agents may struggle to resolve difficult customer issues or appropriately engage customers, use inappropriate language, or need assistance dealing with abusive callers, leading to longer hold times and lower customer satisfaction.

With Supervisor Barge, Amazon Connect now enables supervisors to proactively join calls and take over an active call as needed.  This helps organizations ensure the best outcomes for poor customer situations.

How To unlock Enhanced Monitoring Capabilities:

Enhanced monitoring for Amazon Connect means the capability to deliver enhanced real time contact monitoring, barge, enhanced contact records, and additional features in the future. In this section, we will discuss different scenarios. An important thing to consider if you currently have an existing Amazon connect instance “enhanced calling and monitoring” is not enabled or turned on by default.

•  For organizations that have not enabled multi-party calling, you will need to enable enhanced calling and monitoring capabilities.

• For organizations that have turned “On” multi-party calling, you will need to enable calling and monitoring capabilities by turning it “off” and then “on” again. However, please note that testing this is recommended prior to launching it in your production environment as it may impact custom configurations to the Customer Control Panel (CCP) or alter data for any existing reports.

• For new Amazon instances,  It is important to consider creating an SLR  if you have not already, this is likely applicable to instances configured prior 2018.

After ensuring that your Amazon Connect instance is “ready” – Administrators are required to ensure that the security profile is updated by enabling 1) Real time contact monitoring and 2) Real-Time contact barge

The Supervisor and Agent Experience:

Supervisors have the ability to monitor and barge a live call in real time and gain full call control such as view customer name, phone number, and mute/unmute.  The agent has the option to stay or leave the call and re-gain call controls when a supervisor leaves the call.

 Supervisor and Agent – View & Barge-In:

To conclude, organizations will be able to provide extra special treatment to their ‘platinum’ customers and this is an opportunity to wow them by being able to allow supervisors to proactively join a call and offer ‘white glove’ service or intervene to handle complex customer service escalations.

To access more information, please visit the Administrator Guide: Barge Live Conversation