Operata, the CX observability leaders and Jabra, the audio innovators in contact center and hybrid-working, have collaborated to create the first end-to-end agent experience solution. Give your agents the sound quality they deserve with real-time performance observability so agents can work at their best and deliver exceptional customer experience.
By combining Jabra's new headsets, the Engage 40 & Engage 50 II, with the Operata Collector for Chrome, audio performance is monitored in real-time, delivering contextual feedback to agents during calls on issues impacting customer experiences.
This new technology partnership delivers real-time analytical insights into speech patterns, audio quality, environmental conditions and agent audio exposure across your entire contact center, as well as automatically creating and managing your agent-to-headset assets and inventory.
They are just headsets, right?
The importance of headsets in delivering great CX & AX is well recognised, they are the communication bridge between colleagues, friends, agents, and customers.
The properties of cloud-native communications, combined with shifts in contact center operating models such as working from home and hybrid working agents, make the end-to-end technical performance behind each conversation increasingly diverse and dynamic.
Agents are the front line when it comes to customer issues. They are the company's voice and deliver experiences that often stick with customers. Challenges occur, and disruptions happen.
Headsets are often considered a contact center consumable, so whether you have an in-house contact center, hybrid, or fully WFH team, the headset is the kit the agent worries about the least but can have the biggest impact on their workplace experience. Critically, investment in improving customer experience through software, quality data networks, and performant PCs can easily be undone through the use of a headset that is poorly configured, used incorrectly, or both.
OK, so headsets are important, how can Operata help?
Operata continuously monitors contact center performance to deliver the best possible experience for both your agents and customers. The Operata for Jabra integration adds a raft of headset metrics to provide a complete picture of the contact center and agent environment.
Operata's aim is to speed up resolution times and proactively help teams improve their call quality.
Operata is uniquely positioned to capture second-by-second speech patterns (speak, listen, cross-talk and silence) and headset activity (mute, on hold), mapped to the agent and the type of call they have taken.
Comparing the success of sales agents to the time they spend listening to customers, for example, provides a new dimension to sales training activities.
Operata captures the background measurement used as part of Jabra background noise suppression, reducing background noise will improve the CX, but that is only part of the story. Agents working in noisy environments are more likely to be distracted or could be working in far from private areas - introducing compliance issues depending on your industry.
Health & Safety
Jabra Headsets limit the peak audio exposure to agents and Operata continually captures the levels and periods of Audio exposure to ensure (and evidence) that these controls are working properly.
Operata & Jabra data is collated into powerful dashboards for out-of-the-box device management, little effort is needed to manage agent adoption and usage, firmware versions, and agent-to-headset mapping.
Agent Alerts & Headset Controls
This clever integration unlocks native software controls and a wealth of headset data to provide analytics on performance during the call, alerting agents in case of incorrectly positioned headsets, excessive background noise, cross-talk, and more. Jabra integration saves agents’ valuable time with live feedback on connectivity, the perfect setup, and background noise levels, while enabling troubleshooting both in real-time or post-call. Whether they’re working from home or in the contact center, this improved visibility converts to improved job satisfaction and self-development for every agent.
Learn more about how Jabra works with Operata
Adding Jabra data to the rich, real-time, end-to-end data already captured by Operata, brings yet more insights to focus efforts on improvements and speed issue resolution.
Giving agents live feedback on connectivity, the perfect setup, and background noise levels makes their lives easier.
Automatically capturing audio levels, headset type, and agent owners simplify onerous asset management tasks.
Operata + Jabra integration bridges the gap between the Agent and the Contact Centre, to significantly improve both the Customer and Agent experience.
Jabra is a world-leading brand in audio, video, and collaboration tools – engineered to empower consumers and businesses. Proudly part of the GN Group, we are committed to letting people hear more, do more, and be more than they ever thought possible. Jabra engineering excellence leads the way, building on 150 years of pioneering work within GN. GN, founded in 1869, operates in 100 countries and delivers innovation, reliability, and ease of use. GN makes life sound better and is Nasdaq Copenhagen listed. www.Jabra.com
At Operata our mission is to help businesses have quality conversations. It's about a better connection. We are doing this by building the world's first CX observability platform for cloud contact centers. Operata customers include leading insurers, infrastructure, manufacturing, telcos, banks, and MSPs.