Jabra has launched a new tier of its call centre software, Engage AI.
The new offering adds real-time speech-to-text transcription and generative AI to improve agent performance and customer interaction.
With Engage AI Complete, call centre agents receive live coaching and automated call summaries, while supervisors gain real-time insights, sentiment analysis and powerful analytics tools – all designed to drive better conversations and stronger customer outcomes.
The platform uses AI to transcribe conversations live, enabling agents to focus on the caller rather than note-taking. It also analyses not only what’s said, but how it’s said, helping agents adjust their tone in real-time. Additionally, the platform uses AI to cut through background noise to ensure clearer conversations, using Jabra’s ClearSpeech technology.
The result is few distractions, fast resolutions and more meaningful conversations – while reducing cognitive load for agents and enabling supervisors to support teams at scale.
Jabra launched Engage AI in 2022 to bring real-time tone monitoring and feedback to agents. In 2024, ClearSpeech was introduced, removing background noise from the customer’s end to improve clarity and reduce cognitive loads on agents.
Backed by more than 20 years’ research and millions of conversations analysed, Engage AI is built on a foundation of data, insights and privacy-first design. Calls are securely processed, with instant feedback delivered directly to the agent — helping them adjust in the moment and improve with every interaction.
This enables agents to focus fully on the customer, making each conversation more effective. Supervisors can improve team performance with immediate coaching insights, while leaders can use real-time data to address shared customer concerns and make improvements. As a result, call centres benefit from high customer satisfaction, low agent turnover and more efficient operations.
“Our goal is simple: give every agent the ability to own their tone, elevate every conversation and make the most of every call,” said Andreas Orebo Wenzel, VP of Engage AI at Jabra. “With Engage AI Complete, we’ve brought together years of voice research and generative AI innovation to address the core needs of the call center. Engage AI Complete increases operational efficiency and improves both agent experience and customer satisfaction, allowing companies to get more from every call.”
Whether paired with a Jabra headset for an optimized experience or used with any professional headset, Engage AI Complete is easy to deploy and scale.
Jabra Engage AI Complete will be available in June 2025.