Jabra, a leader 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.
Using real-time insights to transform call experiences
Engage AI assesses both the caller and agents’ conversation and levels of engagement. The solution, which works well with most contact centre systems, provides an instant measurement of the customer experience and live coaching on how to manage the given situation. When agents deliver a friendly and energetic voice, it demonstrably improves customer satisfaction and conversion rates, and reduces call length, thereby saving costs.
Such real-time insights allow agents to adjust their approach during calls immediately to better suit the caller’s needs as well as post-call in the form of engagement scores to understand areas of improvement. The engagement score and data can also be integrated into existing analytics platforms via API.