IT Brief Asia logo
Technology news for Asia's largest enterprises
Story image

Jabra launches AI-powered SaaS solution for contact centres

Jabra is launching a new Software-as-a-Service (SaaS) solution, Engage AI. Engineered to transform contact centre call experiences, the solution employs artificial intelligence (AI) technology that provides real-time insights to improve customer calls and support employee wellbeing.

The launch comes on the back of Jabra's findings on how 76% of customers who contact customer service do so over the phone and how voice interaction remains the preferred channel for customers.

With customer experience being a key performance indicator for businesses, Engage AI is built to journey with agents to improve customer satisfaction through monitoring elements like tone of voice.

Engage AI assesses both the caller and agents conversation and levels of engagement. The solution, which works well with most contact centre systems, provides an instant measurement of the customer experience and live coaching on how to manage the given situation.

When agents deliver a friendly and energetic voice, it demonstrably improves customer satisfaction and conversion rates, and reduces call length, thereby saving costs.

Such real-time insights allow agents to adjust their approach during calls immediately to better suit the callers needs as well as post-call in the form of engagement scores to understand areas of improvement.

The engagement score and data can also be integrated into existing analytics platforms via API.

The SaaS solution comes with tools to support skill development and improve team management. Contact centre agents can get access to self-coaching assessments and performance evaluations which are strength-based, inclusive and personalised for each agent and team.

Contact centre supervisors can also gain instantaneous actionable insights into their teams performance to further improve customer experience on an individual and team level.

On top of receiving real-time updates on praiseworthy and coachable moments, supervisors can use the platform to monitor employee wellbeing based on real-time event updates and dashboards with call analytics and data.

Anders Hvelplund, SVP for Call Centric Solutions at Jabra, says, "Our partners in the contact centre space are obsessed with their customers and are constantly seeking ways to enhance the customer experience.

"At Jabra, we believe in getting it right from the first second and see the value in improving conversation qualities. Engage AI has cracked the code of human sentiment, enabling agents to react instantly and be the best version of themselves. We are also keen to use the platform to bring supervisors and agents closer together in this era of remote working and create more opportunities for coaching."

The AI model is based on over 20 years of research and millions of analysed conversations by voice AI scientists at audEERING, a Munich-based technology operation.

Jabra Engage AI is designed to be easy to implement as it works across all dialects and languages. It is ideal with Jabra Engage headsets, which enable additional features such as measuring background noise, but works well with all professional headsets, the company states.

Related stories
Top stories
Story image
Digital Transformation
Smartsheet reveals new product innovations during Engage
New features on data visibility, project control and third-party solution integration are in store for local Smartsheet customers.
Story image
Digital Transformation
Ensono delivers cloud economics with engineering resources
The new service offers access to global cloud engineering and DevSecOps experts focused on accelerating digital transformation.
Story image
Artificial Intelligence
ASUS Servers announce AI developments at NVIDIA GTC
The Taiwanese multinational now offers NVIDIA-certified servers with H100 Tensor Core GPU and AI enterprise software suite.
Story image
Software-as-a-Service
Micro Focus HCMX wins honours in cloud management reports
HCMX was also ranked as a market leader among all the participating vendors in the Hybrid Cloud Discovery and Mapping Solutions Tool, 2022.
Story image
Internet of Things
Absolute’s Persistence tech in Insyde’s Snapdragon platforms
Insyde extends Absolute’s secure device management and self-healing endpoint capabilities to a broader range of enterprise-ready devices.
Story image
No-code
Eradicating ‘App Fatigue’ and retention problems through implementing no-code ITSM
Almost always, simplicity is best. Intuitive designs and practical workflows are the keys to preventing fatigue.
Story image
Customer Relationship Management
Digitally evolve the smart way – federated content
Digital transformation became the ‘buzz word’ for many companies. Time to re-evaluate those old legacy systems, move to new and better ways of doing things
Story image
Artificial Intelligence
Ordr improves security and management of connected devices
It has implemented more than 80 integrations within the Ordr Data Lake while adding security enhancements to accelerate zero trust segmentation.
Story image
Internet of Things
IoT Analytics forecasts continued global growth of cellular IoT
Approximately 2.5 billion modules are forecasted to be shipped by the end of 2022, and wholesale prices are also increasing with the average cellular IoT chipset wholesale selling price growing to 16 % in 1H 2022.
Story image
Spryker
Ready, set, flop: four reasons why your online marketplace could struggle to gain traction
There’s a saying that ‘you have to spend money to make money’. That’s not always the case but the old maxim certainly holds true when it comes to online marketplaces.
Story image
Malware
Cybereason delivers nation-state level of protection to enterprises
Cybereason has announced new advancements in Cybereason NGAV that deliver nation-state level protection for organisations of all sizes.
Story image
Digital Transformation
Alibaba Cloud unveils roadmap for international business
The Chinese firm commits US$1 billion to boost ecosystem capabilities while showcasing new products and comprehensive customer support for complete services.
Story image
Data analytics
Cross-team partnerships: The foundation for seamless digital experiences for customers
The region’s digital consumer population will continue to grow exponentially, reaching 370 million by the end of 2022.
Story image
Customer experience
Loyalty, pricing and service are D2Cs biggest shortfalls
There is a key gap between brand manufacturer drivers for D2C deployment and their executional shortfalls, a new report reveals.
Aws Marketplace
Learn how to implement a backup and recovery plan for a new generation of Kubernetes-based modern applications
Link image
Story image
Secure Code Warrior
Secure Code Warrior announces Coding Labs innovation
Coding Labs mechanisms allow developers to move from learning to applying secure coding knowledge more efficiently, leading to fewer code vulnerabilities.
Story image
Customer Relationship Management
Salesforce launches the first carbon credit marketplace
Salesforce has introduced the Net Zero Marketplace to make carbon credit purchases simple and transparent, aiming to scale the climate-positive impact.
Story image
Computing
NVIDIA unveils new centralised computing technology for autonomous vehicles
NVIDIA has unveiled DRIVE Thor, a centralised car computer that is set to make the driving experience safer and easier for autonomous vehicles.
Story image
Network Management
New report identifies progress and benefits of 5G network lifecycles
Infovista has welcomed the findings of a new industry survey by TM Forum on the use and benefits of the automation within the 5G network lifecycle.
Story image
Cybersecurity
Macroeconomic headwinds driving security up priority list
Current macroeconomic headwinds are driving security up enterprise’s priority list and reshaping the hardware Security Module market.
Story image
IT infrastructure
Bentley Systems announces finalists for the 2022 Going Digital Awards in Infrastructure
The company says that this annual awards program honours the work of Bentley software users who are advancing infrastructure design, construction, and operations throughout the world.
Story image
Customer Relationship Management
Diagnostic: Does your tech stack up for growth?
It’s common for tech companies to encounter limitations in their tech stack as they experience growth. After all, at first, you only need to invest in systems to support the needs of an early-stage or single-entity business.
Story image
Observability
Virtualisation Security Market to reach over $7 billion by 2032 - report
A new report from Future Market Insights has found that the Virtualisation Security Market is anticipated to reach a valuation of US $7.6 billion.
Story image
Digital Transformation
Air Liquide successfully deploys Workday HCM across APAC
Air Liquide has successfully deployed Workday Human Capital Management (HCM) to digitally transform its HR processes and capabilities throughout Asia Pacific.
Story image
iOS
Microsoft announces a variety of new updates to Windows 11
The company says that ​last year’s launch of Windows 11 gave the PC a new outlook and that customer feedback has reflected that it is the most loved version of Windows ever.
Story image
Springboard
Springboard, Cataleya to offer switching infrastructure solutions
The partnership bundles Springboard's business intelligence platform with Cataleya's switching solutions to rapidly transform voice and messaging.
Story image
Business
Accenture solutions help companies promote diversity, inclusion and equity
Research from experts at Accenture and other third-party sources has revealed some alarming statistics about employees' professional wellbeing and work attitude.
Story image
Cybersecurity
Kaspersky updates endpoint detection and response solution
"One of the goals was to make all the solutions capabilities accessible for all types of our users, even those who are making their first steps in EDR."
Story image
Cybersecurity
Aqua Security solution to stop software supply chain attacks
Development and security teams can now proactively address the most critical software supply chain risks from code through runtime.
Story image
IoT security
Nozomi Networks and WALLIX strengthen OT network security
By combining WALLIX and Nozomi Networks solutions, end-to-end visibility and traceability for maximum security in an industrial environment is provided.
Story image
Software-as-a-Service
Jabra launches AI-powered SaaS solution for contact centres
Engineered to transform contact centre call experiences, the solution employs AI technology that provides real-time insights to improve customer calls.
Story image
Ransomware
Commvault unveils early warning system, Metallic ThreatWise
A first among data protection vendors, the new cyber deception service detects and contains ransomware threats.
Story image
Firewall
Barracuda tackles intensified threat landscape with latest releases
"The Barracuda XDR solution combines data across our security stacks through a single dashboard view, giving us the visibility we need."
AWS Marketplace
Whitepaper: A practical guide for mitigating risk in today’s modern applications
Link image
Story image
Digital commerce
VTEX and Adyen partner to extend unified commerce experience
"Through our partnership we are creating an all-in-one place that allows sellers to meet customers where they are in the buying process and unlock opportunities."
Story image
Customer experience
Nutanix rolls out next era of its global partner program
"Elevate now supports and rewards partners along this entire journey through purpose-built benefits and incentives.”
Story image
Sustainable IT
Equinix partners NUS to use hydrogen tech in data centres
The partners will develop hydrogen fuel technologies for green data centres in tropical climates, and for use in Equinix’s global network.
Story image
Cybersecurity
Test your API Security with Infinite API Scanner
The effectiveness of API scanning technology can mean the difference between successful and unsuccessful programming outcomes, and often enterprises and IT leaders struggle to get it right.
Story image
Cybersecurity
StackHawk launches deeper API security test coverage
Expansion of test coverage includes custom scan discovery, custom test scripts and custom test data for REST APIs.
Story image
Hybrid Cloud
Lenovo announces a new end-to-end infrastructure solution
Lenovo infrastructure solutions V3 portfolio delivers innovations to assist companies of all sizes in deploying and managing hybrid multi-cloud and edge environments
Story image
Malware
SonicWall threat report mid-year update highlights significant threat variance
The 2022 SonicWall Cyber Threat Report mid-year update from SonicWall gives an in-depth insight into many of the current trends across the threat landscape.
Story image
Ransomware
Absolute recognised in KuppingerCole Leadership Compass 2022
The company's Absolute Secure Access was recognised for its ability to protect users and resources while improving the remote worker experience.