May 31, 2023 – Content Guru, Europe’s leading cloud contact center and customer experience (CX) provider, has announced the integration of the sentiment analysis software Jabra Engage AI into its storm® platform. The Engage AI solution, developed by the leading audio, video and collaboration solutions provider Jabra, uses artificial intelligence to analyze tone of voice in real time. As a result, organizations are able to better understand and support their agents and in turn improving customer and agent experiences.
The addition of Jabra Engage AI further extends storm’s existing sentiment analysis capabilities and supports agents both working remotely and in physical contact centers. Understanding sentiment analysis is even more critical with the rise of hybrid working and remote agents. The real-time tone analysis gives engaging, motivating feedback to agents and personalized, data-driven insights to supervisors, without the need for transcribing and recording. Since the solution launched in September 2022, 86% of supervisors felt better connected to their teams thanks to Engage AI.
Attendees at Customer Contact Week (CCW) Asia in Singapore and CCW Las Vegas will have the chance to demo the solution. A demo of Jabra Engage AI and its storm integration will be available exclusively on the Content Guru stand (stand 05) at CCW Asia between June 13th and 16th. Further demos will be available with Content Guru (stand 103) and Jabra (stand 535) at CCW Las Vegas between June 19th and 22nd, where the product has been shortlisted as a finalist for ‘Most Disruptive Technology of the Year’.
Andreas Orebo Wenzel, Head of Call Centric Business Unit at Jabra commented: “We’re thrilled Engage AI will be available to Content Guru customers through the storm platform. Since its launch, customers using Engage AI have reported shorter, better calls with more motivated, self-aware agents. Synergizing the capabilities of storm with Engage AI enables organizations to reap the benefits of our enterprise-grade cloud technology and innovative real-time tone analysis.”
Martin Taylor, Co-Founder and Deputy CEO at Content Guru explained: “Our longstanding relationship with Jabra continues to deliver first-class CX through a single platform. We pride ourselves on offering best-in-class integrations to organizations, expanding the range of functionality and ensuring high-quality CX consistent with any existing third-party platforms. storm’s integration with Engage AI will enable businesses to enhance agent experience, and CX, in real-time.”
The integration is available now and can be purchased as an extension to storm’s existing capabilities. All user devices require the installation of the Jabra Engage AI SDK and a compatible headset. All leading headsets are compatible with Engage AI, including Jabra’s entire headset collection. To learn more about Engage AI visit the Jabra website.
About Content Guru
Content Guru helps organizations achieve outstanding customer experience. Its cloud-based solution, storm®, ensures that customers’ requests and issues get quickly and accurately resolved – simply put, engagement made easy. It is used by over 1000 enterprise-scale public and private organizations in over 50 countries, and is trusted by leading global brands, such as AXA, Interflora and Rakuten Communications, for mission-critical communications. For more information, visit: https://www.contentguru.com/.
Jabra is a world leading brand in audio, video, and collaboration solutions – engineered to empower consumers and businesses. Proudly part of the GN Group, we are committed to bringing people closer to one another or to whatever is important to them. Jabra engineering excellence leads the way, building on 150 years of pioneering work within GN. This allows us to create integrated tools for contact centers, offices, and collaboration to help professionals work more productively from anywhere; and true wireless headphones and earbuds that let consumers better enjoy calls, music, and media. GN, founded in 1869, operates in 100 countries and delivers innovation, reliability, and ease of use. GN employs more than 7,500 people and in 2022 reported annual revenue of DKK 18.7bn. GN Audio accounts for DKK 12.5bn. GN brings people closer and is Nasdaq Copenhagen listed. www.jabra.com