Jabra is strengthening its position in the contact centre software market with the introduction of a premium version of Engage AI Complete. The new solution, which will hit the market in June 2025, is an extension of the base Engage AI Core and costs twice as much – €50 per month per user. What does it offer in return? Analysis of not only the content of the conversation, but also its tone, the customer’s mood and background noise.
In Engage AI Complete, Jabra combines speech-to-text processing, generative AI and real-time noise reduction. The software gives agents instant summaries, transcriptions and caller emotion signals to improve service and reduce training time. Managers, in turn, gain a tool to analyse customer sentiment and optimise team performance.
The new version is part of a growing trend of using AI not only to automate customer contact, but also to support people ‘on the phone’. This is a shift in approach – from a technology that replaces humans to one that realistically improves their efficiency.
The SaaS contact centre market is growing rapidly and is expected to exceed USD 160 billion by 2030, according to Grand View Research. Jabra, hitherto known mainly for hardware, is ambitiously positioning itself as a software player. Engage AI Complete shows that it has a good understanding of the needs of modern contact centres – not only technical, but also human.
The question is whether companies will be prepared to pay twice as much for the premium version. If metrics such as agent churn or customer NPS actually improve – price may not be a barrier.
