Call Conference

overview call conference, or a three way call, enables an agent to add a third person to a live call with a customer this third person can be another agent, a supervisor, or an external subject matter expert how it works while on a two party call, the agent uses their call controls to initiate a conference they dial the number of the third person and, once connected, can merge the calls, allowing all three parties to speak with each other prerequisites the agent must be on a live call steps initiating a conference (agent) this is a standard feature on the agent's call control panel location agent > agent console > call control panel action during a live call, click the conference button dial the number of the third party you wish to add once the third party answers, click the conference button again to merge the calls use cases supervisor assistance an agent conferences in their supervisor to de escalate a call with an irate customer language translation an agent conferences in a translator to assist with a customer who speaks a different language expert consultation a sales agent conferences in a technical expert to answer a customer's detailed product questions benefits real time problem solving allows for on the spot collaboration to resolve complex customer issues enhanced agent training a supervisor can join a call to guide a new agent through a difficult interaction in real time improved customer satisfaction bringing an expert directly into the conversation provides immediate, accurate answers