What is a Barge-in?

Barge-in, also known as call barging, is a feature of some call center applications that allows a supervisor to listen live to agent calls and "barge-in" if necessary, essentially turning them into three-way conference calls. Some software even allows a supervisor to "whisper" to an agent so that only the agent can hear them, as a prelude to a barge-in.

An obvious use of barge-in is when customers demand to speak to a supervisor or in situations where an agent is struggling to find the right response to a customer. Supervisors also monitor calls as part of ongoing quality assurance efforts and may find opportunities to barge in during those calls, especially with new agents or during the rollout of new products and services.

Barge-ins are a valuable tool for supervisors, but have the potential to be confusing to callers. Therefore, call centers with this capability should establish protocols for when and how they are used.


How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.


Back to Glossary

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

×

NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report

Get the excerpt
IDC Logo
×