Audio and video-conferencing specialist Jabra has introduced Engage AI Complete, an upgraded software solution for call centres, designed to enhance operational efficiency and customer satisfaction. The new premium tier of Jabra's Engage AI software includes advanced features such as speech-to-text transcription, generative AI, sentiment analysis, and noise cancellation, tailored for dynamic and often noisy or remote work environments.

Engage AI Complete aims to reduce cognitive load on agents while boosting customer satisfaction and improving operational efficiency. The software offers live coaching, automated call summaries, and robust analytics tools. It analyses not only the content of conversations but also the manner in which they are conducted, in real time, while eliminating background noise.

The platform integrates generative AI and speech-to-text capabilities to provide real-time assistance, personalised coaching, actionable insights, and automated quality assurance. By transcribing conversations live, Engage AI Complete allows agents to focus on the caller rather than note-taking. The software also analyses the tone of conversations, enabling agents to adjust their tone in real time.

Jabra's ClearSpeech technology is employed to cut through background noise, ensuring clear communication. Engage AI Complete is built on a foundation of data, insights, and a privacy-first design, with calls securely processed. The software provides instant feedback to agents, helping them adjust in the moment and improve with every interaction.

Supervisors can utilise real-time data to address shared customer concerns and implement improvements. "Our goal is simple: give every agent the ability to own their tone, elevate every conversation and make the most of every call," said VP of Engage AI at Jabra, Andreas Orebo Wenzel.

"With Engage AI Complete, we’ve brought together years of voice research and generative AI innovation to address the core needs of the call centre. Engage AI Complete increases operational efficiency and improves both agent experience and customer satisfaction, allowing companies to get more from every call," stated Wenzel.