Jabra, the Copenhagen, Denmark-headquartered provider of personal sound, video and office solutions, has expanded its Engage line with two new products designed for digital contact centers to bolster better customer experiences.
The company says the Jabra Engage 50 II headset ensures that no calls will ever be missed with its SmartRinger feature. Meanwhile, the Jabra Engage 40 delivers speech optimization and background noise cancellation, enabling agents to focus on conversations with customers. These features are key to improving customer experience, especially since customer satisfaction is ranked the top key performance indicator in most contact centers, says Jabra.
Jabra Engage 50 II
The Jabra Engage 50 II uses advanced algorithms to create a beamforming pickup of users’ voices and analyses the noises in the background. Its 3-microphone system surpasses the standards of Microsoft’s Premium Microphone for the Open Office, according to the company. Jabra attributes this to its ability to remove up to 36 decibels of noise, enabling the clearest call experience and spot-on call transcriptions,
The Engage 50 II headset also features an adjustable, audible SmartRinger feature that alerts the user of incoming calls even when they are not wearing the headset. It is on a detachable link controller with a volume wheel designed to sit on the desk next to the keyboard to give a no-look access to all controls.
Jabra Engage 40
With contact center agents having their headsets on all-day, comfort is key. The Jabra Engage 40 headset is lightweight with angled ear cushions and in a maze-shaped pattern inside each ear cup to relieve pressure. Its built-in hearing protection, two microphones, noise-isolating earcups and advanced speaker technology helps to optimize every spoken word. The Jabra Engage 40 also has an inline control unit so agents can handle calls with speed with the programmable buttons.
Bringing transparency to call center operations
With hybrid work, it can be difficult for contact center operations and agents to understand if they are delivering great audio quality and conversations. Data is available through Jabra’s SDK and can be accessed through pre-built integrations with, amongst others, Nectar, Operata and Virsae. Or it can be accessed with Jabra’s free Engage+ desktop app that provides real-time call insights to improve conversation quality.
The Engage+ desktop app assesses whether the background noise, microphone position and voice quality are good prior to a call. During the call, it helps to correct any issues and provide conversation guidance and wraps up every session with a post-call report. According to Jabra, the app is non-intrusive, easy to use and can be easily deployed via the Microsoft Windows Installer (MSI) file.
Both headsets work with contact centers platforms and are Microsoft Teams certified. They also work with Engage AI, Jabra’s artificial intelligence technology that assesses both the caller and agents’ conversation and levels of engagement, and provides real-time actionable insights.