Jabra, a brand in audio, video, and collaboration solutions, is part of GN Group, focusing on empowering consumers and businesses through engineering excellence and wireless headphones and earbuds, enabling productivity and enjoyment of calls, music, and media.
Jabra has launched Jabra ClearSpeech, an AI-driven solution integrated with Engage AI that enhances audio quality in contact centers by removing unwanted noise and improving speech clarity.
ClearSpeech aims to reduce distractions and misunderstandings caused by background noise, thus improving call efficiency and agent well-being. By enhancing audio clarity, it helps reduce average handle time and supports better overall customer and agent experiences.
Today, Jabra announces the launch of Jabra ClearSpeech, an AI-driven solution to remove unwanted noise for a better and clearer audio experience for contact center professionals. The quality of the audio experience is paramount to contact centers, and this innovative technology provides an AI-driven solution to mitigate distracting noise, enhancing speech on calls.
Launching as an integrated part of Engage AI, Jabra ClearSpeech is being introduced to help users focus on what really matters – the customer conversation at hand, rather than repetition and mistakes. By enhancing speech in the far-end and removing background noise, it helps headset users better understand what is being said.
Getting to the core of contact center conversations
The audio quality in contact centers greatly impacts key metrics like customer and agent experience and average handle time. In fact, background noise hinders 76%* of interactions, causing frustration on both sides of the call. Improving far-end audio quality can reduce average handle time by more than 30%*, as clear communication minimizes the need for repetition.
Jabra analyzed 1.5 million calls and found that 2/3** of the far end audio is non-speech. In addition, another study showed that 69%*** of agents reported that noise negatively impacts their well-being, adding to their cognitive load and reducing call satisfaction. Jabra ClearSpeech was specifically designed based on such data, with the aim of mitigating these factors with high-quality technology, in turn helping to reduce agent attrition and ultimately save costs.
Optimizing calls with AI speech enhancement and noise suppression
Jabra ClearSpeech is an AI speech enhancement and noise suppressor that aims to improve agent well-being and motivation by removing far-end noise. It is ‘taught’ to distinguish between speech and non-speech, such as echoes, music from the radio in the background, barking dogs or traffic. The feature will be available directly within Engage
AI Voice Coaching Software, where it will help improve the agent experience. Studies are currently underway to show that with better audio, the AI will improve its speech to text accuracy too, for all-round optimization.
When coupled with a Jabra headset, Jabra ClearSpeech will give contact center professionals full control of conversation quality, improving employee well-being, productivity, and overall comfort.
Anders Hvelplund, SVP for Headsets BU Enterprise at Jabra said: “We have analyzed millions of conversations; the quality of a conversation can only be as good as its lowest denominator. If the ‘other side’ is calling from a busy street corner, a bad connection, or while driving a car and listening to the radio, your conversation will inevitably be impacted by those conditions. And that’s what Jabra ClearSpeech can help you with. Facilitating clear speech through our technology is a big focus for Jabra, which we work very hard on, particularly as voice becomes increasingly important when it comes to AI prompts.”
Jabra ClearSpeech will be available in all markets and will work with any Jabra headset. Engage 40 and Engage 50 II users have the possibility to control ClearSpeech directly on the hardware through control units.
Jabra ClearSpeech is available today via a free upgrade for current Engage AI customers.
