Jabra Engage AI Complete is a new premium tier of its call centre software, Engage AI that adds real-time speech-to-text transcription and generative AI to elevate agent performance and enhance customer interactions.
With Engage AI Complete, call centre agents receive live coaching and automated call summaries, while supervisors gain real-time insights, sentiment analysis, and analytics tools, all designed to drive better conversations and stronger customer outcomes.
Modern call centres often operate across several physical locations, notes Jabra, with agents working from shared offices or noisy home environments. Engage AI is designed for the necessity for multi-tasking, including solving customer issues while managing systems, tools, and admin work.
The platform uses AI to transcribe conversations live, enabling agents to focus on the caller rather than note-taking. It also analyzes not only what’s said but also 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, powered by Jabra’s ClearSpeech technology.
It aims to result in fewer distractions, faster resolutions, and more meaningful conversations, while also reducing cognitive load for agents and enabling supervisors to support teams at scale.
Calls are securely processed with instant feedback delivered directly to the agent, helping them adjust in the moment and improve with every interaction. Supervisors can boost 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 higher customer satisfaction, lower agent turnover, and more efficient operations overall.
Summarizing the new features that will be available in Engage AI Complete, there’s first AI Call Summaries, which automatically transcribes and summarizes calls to reduce post-call admin. Auto Call Reason Detection detects the reason for the call to help teams identify patterns and improve processes. Auto Topic Tagging tags key topics discussed during the call to track trends and streamline coaching. Customer Sentiment gives an instant, high-level view of how each call went with a simple sentiment score based on the words used during the call. Finally, there’s the Insights & Analytics Dashboard that provides an overview of conversations to help leaders improve coaching and quality.
You can use Engage AI Complete with a Jabra headset for an optimized experience or with any professional headset.
Jabra Engage AI Complete will be available globally in June 2025 for an MSRP of US$50 per user per month. The original version, now called Engage AI Core, remains available at US$25 per user per month.