Jabra Engage+

Awkward silences, unintelligible audio, interruptions, background noise… Besides the conversation itself, there are lots of things that can affect customer experience. Engage+ is our innovative new live feedback widget. It offers real time notifications, so agents can really focus on customers and take action to improve the call experience throughout the call. Included with Jabra Engage 50 II and 40 headsets, it’s a gamechanger for your agents and customers.

We don’t need to tell you that when you work in a contact centre, call time matters. So the call duration feature in Engage+ keeps track of how long agents have been on each call and notifies them when they exceed their targets for Average Handling Time.

But time’s relative – five minutes could be a super short call or a really long one, depending on what you’re talking about. So your agents can define their own AHT target in settings.

If you want happy customers, don’t interrupt them. Easy, right? OK, so it’s not quite as simple as that. Interruptions can aid conversation flow, but they can also leave a customer less than impressed.

Engage+ monitors how often agents interrupt the customer and lets them know instantly when it gets a bit much, so they can take action straight away and make sure they’re not being that person.

Long pauses can feel awkward for the customer. But when an agent is on a call and trying to look up information or asking their supervisor for help, they might not realise how long they’ve been quiet for.

Engage+ keeps track of pauses, including when agents are muted and alerts them when they pause too long or too often. So your customers are never left hanging.

Most of us have said this on a video call at some point over the past couple of years. But contact centre customers don’t usually get the added video of your lips moving to clue them in…

Engage+ instantly lets your agents know when they’re trying to talk while muted, so they won’t have to remember everything they just said.

Our extremely advanced and accurate microphones do an impressive job of filtering out background noise and making sure agents always sound amazing.

But they do have to meet us halfway and position the mic in the right place. That’s why we added the microphone position feature in Engage+, to let agents know when something isn’t quite lining up*.

_{*Only available with Engage 50 II}

When agents are working somewhere noisy, it can be hard to believe the person on the other end can’t hear the noise going on around them. So a visual reminder can be super reassuring.

And when things do get too much for the microphones to handle, Engage+ lets agents know straight away, so they can move to a quieter spot.

Engage+ is an extension to the headset firmware of Engage 50 II and 40. It lives on the agent’s desktop and no personal data is collected or stored.

Just download and you're good to go.

Designed to enhance your supervisor’s and agents’ day, you can also choose to integrate the experiences from Engage+ into your preferred customer care platform using our SDK (Software Development Kit). So you can feed all this rich data into the heart of your own system to make every customer call count and have a single pane of glass for your agents.

Leading monitoring providers have integrated advanced Jabra Engage call data into their solutions, enhancing their value with a clearer view of the customer experience. The Jabra data includes agents’ background noise, cross-talk and silence during calls, enabling you to pinpoint and address specific issues.

Together these solutions deliver visual dashboards with insights on audio performance and conversation patterns, to help you enhance agent and customer experience on every call.