#contactcenterworld

Ballerup, Denmark, Sept, 2022 -- Jabra, a provider in personal sound, video and office solutions, is launching a new Software-as-a-Service (SaaS) solution, Engage AI. Engineered to transform contact centre call experiences, the solution employs Artificial Intelligence (AI) technology that provides real-time insights to improve customer calls and support employee wellbeing.

The launch comes on the back of Jabra’s findings on how 76% of customers who contact customer service do so over the phone and how voice interaction remains the preferred channel for customers. With customer experience being a key performance indicator for businesses, Engage AI is built to journey with agents to improve customer satisfaction through monitoring elements like tone of voice.

"Our partners in the contact centre 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," said Anders Hvelplund, SVP for Call Centric Solutions at Jabra. "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.

The AI model is based on over 20 years of research and millions of analysed conversations by voice AI scientists at audEERING, a Munich-based technology operation.

Jabra Engage AI will be available from September 15.

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Posted by Veronica Silva Cusi, news correspondent
Source: Jabra

Date Posted: Monday, September 19, 2022