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.

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.

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.

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.