Jabra Releases Specialised AI Analytics Software for Contact Centres

The new solution helps agents boost customer satisfaction in real-time

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Jabra Releases Specialised AI Analytics Software for Contact Centres
Contact CenterLatest News

Published: September 15, 2022

Sandra Radlovački

Sandra Radlovački

Wireless audio equipment maker Jabra has released a new Software-as-a-Service (SaaS) solution – Engage AI – to “transform contact centre experiences”.

As the name suggests, Engage AI uses artificial intelligence technology to provide real-time insights, improving customer calls and employee wellbeing.

Moreover, the solution enables agents to monitor elements of a call, such as tone of voice, and immediately take action to boost customer satisfaction.

Research suggests that 87 percent of respondents prefer talking to a person on the phone when making high-consideration purchases. In line with this, the solution tracks both the caller’s and the agent’s levels of engagement to provide an immediate measurement of voice experiences.

For example, if an agent speaks in a friendly tone of voice, they may improve customer satisfaction and conversion rates while reducing call length.

Finally, agents receive post-call engagement scores to better understand areas of improvement.

Anders Hvelplund, SVP for Call Centric Solutions at Jabra, said: “Our partners in the contact center space are obsessed with their customers and are constantly seeking ways to enhance the customer experience. At Jabra, we believe in getting it right from the first second and see the value in improving conversation qualities.

“Engage AI has cracked the code of human sentiment, enabling agents to react instantly and be the best version of themselves. We are also keen to use the platform to bring supervisors and agents closer together in this era of remote working and create more opportunities for coaching.”

In a short YouTube video, Jabra showcases how Engage AI identifies different tones of voice and classifies them according to sentiment:


Supervisors can also harness Engage AI to gain insights on team performance that may inform coaching.

Moreover, the solution provides updates on commendable and coachable moments during calls so supervisors can track employee wellbeing in real-time.

When used with Jabra Engage headsets, Engage AI provides additional features such as measuring background noise.

This release is Jabra’s first software endeavour within the contact centre space, despite having a significant presence in the industry, thanks to its popular headset range.

 

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