Transfer Switching

Purpose

Transfer Switching is a feature in Sharpen that, when enabled by a Sharpen representative, enables an agent to alternate between two active lines, connecting with two different callers without merging them into a three-way call. This functionality is particularly useful for scenarios where the agent needs to communicate privately with one party while ensuring the other party does not overhear the conversation. After speaking with one party, the agent can seamlessly switch back to the other to provide updates, share next steps, or convey that they are still waiting for a response from the other individual.

Examples of Use Cases for Transfer Switching:

1. Customer Service Escalations:
   An agent is assisting a customer and simultaneously contacting a supervisor or support team for guidance. Transfer Switching allows the agent to relay the customer's issue to the supervisor privately and return to the customer with a resolution or update.

2. Medical Appointment Coordination:
   A healthcare agent coordinates between a patient and a physician’s office. The agent can privately confirm the doctor’s availability and then switch back to the patient to finalize the appointment details.

3. Technical Support Troubleshooting:
   A support agent mediates between a customer and a technical expert. The agent can speak with the expert to gather troubleshooting steps and then return to the customer with clear instructions.

4. Sales Negotiations:
   A sales representative negotiates with a client while consulting a manager or financial team for approval on pricing or terms. The agent can privately discuss options with the internal team and then switch back to the client with tailored proposals.

This feature ensures a professional, efficient communication flow while maintaining privacy for sensitive discussions.

Example

In the image below, it can be seen that when Transfer Switching is enabled, a "Switch" button becomes available for the agent. This button appears beneath the party with whom the audio is not currently connected. By clicking "," the agent can seamlessly toggle between the two callers as needed, enabling efficient communication and workflow management.

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