Last week, Jabra unveiled its new Jabra Engage AI Complete, a new, premium tier of its existing Engage AI software. With its latest release, Jabra looks to redefine how customer service teams make good on the promise of quality customer experiences. Naturally, with so much AI-realted activity in the CX space, it might be easy to overlook this as “just another AI integration,” but Jabra says that would be a mistake.
Engage AI Complete analyzes not only the “what” of customer conversations, but also the crucial “how” element – we’re talking about tone, sentiment, subtle nuances that build genuine human connections – and it does it in real time, while simultaneously eliminating distracting background noise.
In an era where customer experience is valued more than ever, the reality is the human touch often gets lost in the drive for efficiency. Jabra is hoping to turn that trend on its head by seamlessly integrating generative AI and advanced speech-to-text capabilities, giving call center agents with live, in-the-moment assistance, personalized coaching tailored to the emotional undercurrents of the conversation, and automated tools that streamline post-call administrative burdens.
There’s plenty of value for supervisors, too: The platform delivers real-time insights into team performance, customer sentiment, and overarching trends, ensuring managers can provide targeted support and drive continuous improvement.
The end goal is more satisfied customers, more engaged and motivated agents, more efficient call handling, and the cultivation of authentic human connections in every interaction.
The fact is that today’s call center is a dynamic and often challenging environment. Agents frequently juggle complex customer issues while navigating a labyrinth of systems and tools, often in less-than-ideal acoustic settings. Engage AI Complete is designed with this reality firmly in mind and the platform’s real-time speech-to-text transcription alleviates burden of frantic note-taking, allowing agents to fully focus on actively listening to their customers.
But, where Engage AI Complete really the customer and agent experience to a new level is its ability to analyze the emotional landscape of conversations, providing agents with live feedback on their tone, enabling them to adjust their delivery in real time to foster empathy and build rapport. Leveraging Jabra's ClearSpeech technology, which intelligently filters out background noise from both the agent and the customer, the result is clearer, more focused conversations with fewer distractions. This not only drives faster resolution, but also creates a more positive and less stressful experience for both agents and customers. Everyone wins.
Jabra’s initial Engage AI, launched in 2022, brought real-time tone monitoring to agents. The subsequent integration of ClearSpeech in 2024 further enhanced call clarity. Now, with Engage AI Complete, it combining tone AI, speech-to-text, generative AI, and noise cancellation into a single, comprehensive package backed by more than two decades of voice research and the analysis of millions of real-world conversations.
Engage AI is built on a robust foundation of data, insights, and a commitment to privacy-first design. Call data is securely processed, with immediate, actionable feedback delivered directly to the agent, empowering them to refine their approach with each interaction.
This holistic approach yields significant benefits across the call center ecosystem. Agents are empowered to be more present and effective, leading to higher customer satisfaction and potentially lower agent turnover – a persistent challenge in the industry. Supervisors gain immediate coaching insights to boost team performance at scale, while leadership can leverage real-time data to identify systemic customer concerns and drive strategic improvements. Ultimately, Jabra Engage AI Complete promises a virtuous cycle of enhanced customer experiences, more engaged agents, and more efficient, insightful operations.
The new features that are part of Engage AI Complete include:
- AI call summaries: Automatically transcribe and generate concise call summaries, significantly reducing the time agents spend on post-call administrative tasks.
- Auto call reason detection: Intelligently identify the primary reason for calls, enabling teams to spot emerging patterns and optimize processes proactively.
- Auto topic tagging: Automatically tag key topics discussed during calls, facilitating trend analysis and streamlining targeted coaching efforts.
- Customer sentiment: Provide instant, high-level overviews of emotional tenor on calls with a simple sentiment score, enabling quick identification of positive and negative interactions.
- Insights and analytics dashboard: A comprehensive overview of conversation data, empowering leaders with actionable insights to improve coaching strategies and overall quality assurance.
Of course, Jabra would love for customer service teams to enjoy seamless integration with its line of headsets, but that’s not a must. Engage AI Complete will work with and can be easily deployed with any professional headset.
Global availability is right around the corner, in June 2025, at an MSRP of $50 per user per month. The original Engage AI (now Engage AI Core), will remain available at $25 per user per month.
Edited by
Erik Linask
