Jabra has launched Engage AI Complete, a new premium tier of its Engage AI software designed specifically for call centers.
"Our goal is simple: give every agent the ability to own their tone, elevate every conversation, and make the most of every call,"
Andreas Orebo Wenzel, VP of Engage AI at Jabra, said.
An upgrade of its Engage AI software, this new announcement offers premium features that integrate generative AI and real-time speech-to-text capabilities to provide live assistance, personalized coaching, actionable insights, and automated quality assurance.
Examining Engage AI
Engage AI Complete's goal is to enhance agent performance, improve customer interactions, and ultimately drive better business outcomes.
A premium tier offering, it builds on Jabra’s existing voice intelligence platform by analyzing not only what is said during calls but also how it is said, in real time.
Released in 2022, Jabra launched Engage AI to bring real-time tone monitoring and feedback to agents.
Although more of an aesthetic offering than some of the more technical features on the market, tone of voice has proved just as crucial at engaging customers calling in.
For AV specialists like Jabra, this seemed like an obvious extension of their expertise.
Yet in 2024, more solutions were introduced that addressed modern work setups.
For instance, ClearSpeech helped remove background noise from the customer’s end to improve clarity and reduce cognitive load on agents.
Although a few companies offer solutions like tone shifting, Jabra claims its solution delivers tone AI, speech-to-text, generative AI, and noise cancellation, all in the same package.
What Does the Update Offer CCaaS Leaders?
For enterprise buyers managing contact center platforms, Engage AI Complete offers a suite of features that build on its solution to address key operational challenges.
The platform’s enhancements can help improve agent productivity, customer satisfaction, and overall call center efficiency.
"With Engage AI Complete, we’ve brought together years of voice research and generative AI innovation to address the core needs of the call center,"
Wenzel said.
One of the standout features is AI Call Summaries, which automatically transcribes and summarizes calls.
This reduces the time agents spend on post-call paperwork, enabling them to handle more interactions and focus on delivering quality service.
For CCaaS leaders, this translates into improved average handle times and better resource utilization.