Jabra Engage+ Offers Free Real-Time Call Centre Feedback

We’ve all been there. You’re on a call, trying to juggle a customer’s request while frantically searching for information—and then it hits you. The awkward silence. Or worse, you’re speaking, but your microphone isn’t picking up a word, and the customer’s left hanging.

For call centre agents, moments like these can make or break a customer’s experience. Thankfully, Jabra Engage+ is here to change that.

When paired with the Jabra Engage 40 and Jabra Engage 50 II, this powerful (and free) software gives agents real-time feedback on everything from background noise to microphone positioning. It even alerts them when they’ve interrupted the customer one too many times. All this, while the call is still happening.

In this post, we’ll dive into how Jabra Engage+ helps agents take control of every conversation. With live feedback on their call performance, they can deliver smoother, more professional customer interactions. No more awkward silences, no more missed cues—just seamless service.

What is Jabra Engage+?

Jabra Engage+ is a free, innovative AI-powered call monitoring software designed to give call centre agents real-time feedback during customer interactions. It’s a powerful addition to the Jabra Engage 40 and Jabra Engage 50 II headsets, both of which already deliver exceptional audio clarity and noise cancellation.

What sets Engage+ apart is its ability to monitor key factors that can impact a call. This includes background noise levels, microphone positioning, and even how often an agent interrupts the customer. It provides live, on-screen notifications, allowing agents to adjust instantly—no need to wait until after the call to review their performance.

By helping agents be more mindful of these issues in real time, Engage+ improves both the agent's workflow and the customer’s experience, resulting in smoother, more effective conversations. Whether you’re managing a busy call centre or just looking to enhance communication quality, this tool truly raises the bar.

How Jabra Engage+ Helps Improve Your Calls

Jabra Engage+ comes packed with essential features that help call centre agents provide a smoother and more professional customer experience. Here are the key tools that set it apart:

Call Duration Tracking

In a busy contact centre, keeping an eye on call time is crucial. That’s where the Call Duration feature in Engage+ comes in. It tracks how long agents have been on a call and sends a notification when they exceed their Average Handling Time (AHT) targets.

But time is relative, of course—five minutes could feel like forever on one call or fly by on another. That’s why Engage+ allows agents to set their own AHT goals in the app’s settings, helping them stay on track in a way that works for them

Interruption Monitoring

Nobody likes being interrupted, right? But in a busy conversation, it’s not always that simple. Sometimes interruptions help move things along, but too many can leave a customer feeling frustrated and unheard.

With Jabra Engage+, agents can better manage this balance. It monitors how often agents interrupt customers and sends a quick notification when it’s getting excessive. This allows agents to adjust right away, ensuring they aren’t unknowingly disrupting the flow of conversation. After all, a well-timed interruption can be helpful, but too many can make the customer feel like they’re not being listened to.

The good news? Engage+ helps agents find that balance, with customisable settings that allow them to fine-tune interruption thresholds based on their needs.

Long Pause Alerts

Awkward silences—nobody wants them. But when agents are busy looking up information or waiting for assistance, it’s easy to lose track of how long they’ve been quiet.

Engage+ tracks pauses during calls, even when agents are muted, and sends an alert when the silence stretches on too long. A brief pause is natural in a conversation, but when it goes past four seconds, it can start to feel uncomfortable for the customer. Engage+ makes sure those pauses don’t turn into awkward moments, keeping the conversation flowing smoothly.

By giving agents a heads-up when they've been quiet for too long, customers are never left hanging.

Mute Alerts

“You’re on mute.” We’ve all been there. But in a contact center, often without video cues, it’s even harder to realise you’re talking to yourself. Being on mute can go unnoticed, creating a frustrating delay before anyone realises the issue.

The Engage+ has a simple yet amazing feature to prevent this. It immediately alerts agents when they start speaking while muted, saving them from the awkwardness of repeating themselves and ensuring customers don’t miss a thing.

Microphone Positioning

The advanced microphones in Jabra Engage headsets do an impressive job of filtering out background noise, making sure agents sound crystal clear.

But they need a little help. That’s why the Engage+ software includes a microphone positioning feature (only available on the Engage 50 II). It alerts agents when their microphone isn’t in the right spot.

When the mic isn’t directly in front of your mouth, your voice can sound muffled or distorted—especially in noisy environments. If agents get an alert, a quick adjustment will bring the microphone back into position, ensuring customers hear them loud and clear.

Background Noise Detection

When agents are working in a noisy environment, it’s hard to believe the person on the other end can’t hear the chaos around them. That’s why having a visual reminder from Engage+ can be a huge relief.

But when the noise becomes too much for even the best headset microphones, Engage+ steps in with an alert, letting agents know it’s time to find a quieter spot. Excessive background noise can greatly impact call quality, making conversations longer and more frustrating for everyone involved.

Thankfully, Jabra Engage headsets are designed to handle most of this noise without a hitch. As long as background noise stays below 55dB, the customer won’t even notice it. And the Engage+ widget will give you peace of mind knowing that your background noise is cancelled.

But once your background noise creeps above 65dB, audio quality starts to take a hit, and that’s when agents (with the help of Engage+ notifying them) can take action—whether by repositioning the microphone or finding a quieter space.

How Jabra Engage+ Improves Customer Experience

What truly sets Jabra Engage+ apart is its ability to transform agent behaviour during live calls, helping create more efficient and positive customer interactions. With real-time feedback, agents aren't just correcting mistakes—they’re actively improving the quality of each conversation as it happens. This leads to several key advantages:

Minimising Call Frustrations

Real-time alerts help agents avoid common pitfalls like long pauses, background noise, or talking over customers, reducing frustrations on both sides of the call. Customers benefit from clear, focused conversations, while agents feel more in control of the call flow.

Reducing Call Duration

By staying aware of interruptions, background noise, and handling time, agents can keep conversations on track and concise. This not only helps them meet their performance targets but also ensures customers aren’t stuck on a call longer than necessary.

Boosting Professionalism

With instant feedback on microphone positioning and audio quality, agents sound clearer and more professional. This builds trust with the customer, creating a smoother overall experience and reducing the likelihood of miscommunication.

Through its live insights, Engage+ empowers agents to adapt and deliver exceptional service in real time, resulting in happier customers and more effective call centre operations.

Headsets That Support Jabra Engage+

Currently, the Jabra Engage 40 and the Jabra Engage 50 II are the only headsets that support the free Jabra Engage+ software. These models have built-in technology in the microphone that not only detects your voice but also monitors microphone position, enabling real-time feedback through the software.

Jabra Engage 40

The Jabra Engage 40 is a lightweight, durable headset built for the demands of busy call centres. With superior comfort, exceptional noise cancellation, and real-time analytics through the Jabra Engage+ software, this headset helps agents stay focused and deliver high-quality customer service.

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Jabra Engage 40 Corded USB Headset

From: $203 inc GST

• Works With - PC/Mac
• Controls included
• Lightweight and durable
• Busy Lights

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Key Features:

• Lightweight & Durable: Weighs only 45g (mono) and 63g (stereo), backed by a 3-year replacement warranty.
• Crystal-Clear Conversations: Dual microphones block background noise, ensuring clear audio for both sides.
• Busy Light Indicators: Forward and backward-facing busy lights prevent interruptions.
• All-Day Comfort: Angled ear cushions and a pressure-relieving design for long-lasting comfort.
• Jabra Engage+ Integration: Real-time feedback on call handling, background noise, and interruptions.

Upgrade your call centre today! Get the Jabra Engage 40 now and enhance your team’s productivity.

Jabra Engage 50 II

The Jabra Engage 50 II is a premium corded headset designed for high-performance in call centres, offering even more advanced features than the Engage 40. Its dual microphones provide superb noise cancellation, and it integrates seamlessly with Jabra Engage+ for real-time analytics. This model also includes a microphone positioning feature, ensuring agents deliver crystal-clear communication every time.

Off

Jabra Engage 50 II Corded USB Headset

From: $250 inc GST

• Works With - PC/Mac / USB Phones
• Control panel has a ringer
• Lightweight and durable
• Busy Lights
• 3 Year warranty

Buy Now

Key Features:

• Microphone Positioning Alerts: Ensures the microphone is correctly aligned for optimal voice clarity.
• Superior Noise Cancellation: Dual microphones block out background noise, allowing for distraction-free calls.
• Busy Light Indicators: Visual cues on both earcups prevent interruptions, keeping agents focused.
• Jabra Engage+ Integration: Live notifications for call duration, interruptions, long pauses, and background noise.
• 3-Year Warranty: Designed for durability, ideal for intensive daily use in call centres.

Take your customer service to the next level. Get the Jabra Engage 50 II now and experience unmatched call clarity and control.

Elevate Your Call Centre with Jabra Engage+

In today's fast-paced customer service landscape, every second counts, and ensuring clear, professional communication is critical. With Jabra Engage+, paired with the Jabra Engage 40 and Jabra Engage 50 II headsets, your team is equipped to deliver exceptional customer service through real-time feedback and live insights. From monitoring background noise and call interruptions to ensuring optimal microphone positioning, these tools allow agents to fine-tune their performance as the call unfolds.

By investing in Jabra Engage headsets and the Engage+ software, you're not only enhancing the customer experience but also giving your agents the confidence to succeed in every conversation. Whether you're managing a bustling call centre or aiming to improve overall communication quality, these solutions will raise the bar for your team's performance.

Ready to transform your customer service? Explore the Jabra Engage 40 and Jabra Engage 50 II today!

Frequently Asked Questions

How do I get access to Jabra Engage+?

Jabra Engage+ is completely free and easy to access. Simply download the software directly from Jabra.com/Engageplus to get started.

Which Operating Systems is Engage+ Compatible With?

Jabra Engage+ is compatible with Windows 10 and Windows 11 operating systems. Currently, there is no option to install the software on Mac—fingers crossed for future compatibility!

Does Jabra Engage+ Collect Data From Users?

Jabra Engage+ puts privacy first. The software doesn’t collect or store any personal data—only call-specific information like headset usage and the operating system type and version. This ensures that your agents’ and customers’ privacy remains fully protected while still allowing you to benefit from the powerful, performance-enhancing features of Engage+. Plus, if needed, data collection settings can be easily turned off within the app.

What Impact Does Engage+ Have on System’s Performance?

Engage+ is designed to be lightweight, so it won’t bog down your systems. The software takes up just 300 MB of hard disk space and the installer file is only 102 MB. When running, it uses between 40-100 MB of RAM (with 100 MB being the maximum, mainly for sending notifications). This ensures agents receive real-time updates without any system lag, allowing you to gain valuable insights without sacrificing performance or speed.

Do I Need An Internet Connection to Use Jabra Engage+?

 No, Jabra Engage+ works perfectly without an internet connection. You’ll only need internet access when downloading the application.

Do I Need Jabra Direct or Jabra Xpress to Use Jabra Engage+?

No, Jabra Engage+ works independently and doesn’t require Jabra Direct or Jabra Xpress to be installed.

Does Jabra Engage+ Integrate With Customer Service Platforms?

Yes, Engage+ integrates smoothly with leading customer service platforms. Using Jabra’s Software Development Kit (SDK), you can feed real-time data—such as background noise levels, call interruptions, and silence durations—into your preferred system. This gives supervisors a clear view of agent performance, helping to spot trends and make improvements more easily.