Content Guru has expanded the integration of Jabra Engage AI into its storm platform, which analyzes variations in the tone of a contact center agent’s voice.
With this, contact centers can collect more sentiment data that may help improve agent performance and contact handling.
“We’re thrilled Engage AI will be available to Content Guru customers through the storm platform,” said Andreas Orebo Wenzel, the Head of Call Centric Business Unit at Jabra.
Since its launch, customers using Engage AI have reported shorter, better calls with more motivated, self-aware agents.
“Synergizing the capabilities of storm with Engage AI enables organizations to reap the benefits of our enterprise-grade cloud technology and innovative real-time tone analysis.
Moreover, by leveraging Jabra Engage’s AI framework, Content Guru end-users can support remote, hybrid, and physical contact center teams in keeping motivated with rich metrics and methods to improve their performance.
According to the firm, AI-driven CX analytics can help agents become more effective through personalized feedback that does not require storing transcription or recording data.
Martin Taylor, the Co-Founder and Deputy CEO of Content Guru, also noted that his firm’s “longstanding relationship” with Jabra Engage AI allows Content Guru to provide first-class CX outcomes through a unified service.
Taylor added that Content Guru prides itself on delivering “best-in-class integrations” to enterprise users while ensuring a high-quality CX performance “consistent with any existing third-party platforms.”
Martin Taylor also said:
Storm’s integration with Engage AI will enable businesses to enhance agent experience, and CX, in real-time.
According to Content Guru, 86 percent of contact center supervisors felt like they had a more satisfactory connection to their workforce thanks to Engage AI.
Elsewhere, the cloud contact center vendor is showcasing its AI solution at Customer Contact Week (CCW) Asia in Singapore and CCW Las Vegas, where the firm was shortlisted as a finalist for the event’s Most Disruptive Technology of the Year award.
That nomination follows Content Guru’s positioning as a “challenger” in the latest Gartner Magic Quadrant for CCaaS.
