Jabra Introduces Human-Focused AI with Engage AI Complete: A Smarter, Kinder Future for the Contact Center, Podcast

Telecom Reseller / Technology Reseller News

“We don’t alter how people sound—but we do help them become better communicators.” — Andreas Orebo-Wenzel, Vice President of AI, Jabra

In a revealing conversation with Technology Reseller News, Jabra’s Vice President of AI, Andreas Orebo-Wenzel, joined publisher Doug Green to unveil the company’s latest breakthrough in contact center technology: Engage AI Complete—a new, human-centered AI software platform designed to improve the agent and customer experience in real time.

Known globally for its professional-grade headsets and audio devices, Jabra is now turning up the volume on software innovation. With decades of institutional knowledge from serving contact centers, Jabra is expanding its footprint with tools that do more than capture audio—they understand it.

Beyond Speech-to-Text: The Missing 38%

“Only 7% of human communication comes from the words we say,” noted Orebo-Wenzel. “Another 38% comes from how we say them—our tone of voice.” While most AI tools focus on transcription and summarization, Jabra’s platform is tackling this underexplored territory.

Engage AI Complete leverages a proprietary tone-of-voice model to give agents real-time, non-intrusive feedback during live calls. If an agent starts to sound disengaged or fatigued, the software acts like a virtual mirror—quietly alerting them and enabling instant course correction. It’s not surveillance; it’s coaching.

Gamification Meets Empathy

Designed to feel supportive rather than supervisory, Engage AI Complete gamifies agent performance. By earning badges, improving scores, and staying in the “green zone,” agents are encouraged to continually refine their communication style—empowered by feedback, not punished by it.

“Contact center work is hard,” said Orebo-Wenzel. “Our job is to make it easier, more engaging, and more fulfilling by giving agents tools that help them grow in real time.”

A Platform for the Future

Engage AI Complete builds on Jabra’s existing Engage AI platform and introduces advanced capabilities like speech-to-text and dual-channel analysis. Together, these tools offer a complete picture of both what was said and how it was said—unlocking new potential for agent coaching, quality assurance, and customer satisfaction.

Jabra’s software is headset-agnostic but delivers enhanced performance when paired with its professional-grade devices. The result? A seamlessly integrated audio-AI solution that enhances both technical quality and human connection.

Looking Ahead

As Jabra enters the second half of 2025, the company plans to focus on extracting even deeper insights from its dual-layer analysis engine, giving agents the power to proactively manage tone, content, and customer satisfaction—all from their desktop in real time.

For more information on Jabra’s Engage AI Complete, visit www.jabra.com.