Jabra
Real-Time Call Intelligence for Contact Center Teams
Jabra set out to help contact center teams get more value from every customer conversation without adding manual work for agents or supervisors. We built call intelligence that turned live and post-call conversations into structured operational insight: multilingual summaries, action items, topics, customer sentiment, resolution status, script-adherence checks, and QA scorecards. The work also covered speech enhancement, tone-of-voice modeling, and on-device speech recognition optimized through pruning and quantization. Agents stayed focused on customers instead of note-taking, supervisors gained a complete view of call quality, and unstructured conversations became searchable, analytics-ready data.
Quick Facts
Industry
Contact Center Software / Enterprise Audio / Customer Experience
Scope
Call intelligence, speech processing, workflow automation, quality assurance, analytics, and on-device ASR optimization
Time to Build
Phased delivery
Key Features & Technologies
Automatic speech recognition, NLP, multilingual and code-switching understanding, call summarization, information extraction, topic clustering, question answering, script-adherence detection, QA scorecards, speech enhancement, tone-of-voice modeling, and on-device ASR optimization via pruning and quantization.
Results
Calls analyzed
100% coverage
Customer satisfaction (CSAT)
Up to 20% higher
Average call length
Up to 30% shorter
Quality assurance costs
Up to 50% lower
Customer sentiment accuracy
50% more accurate
The Challenge
Contact center teams generate a huge amount of valuable information, but most of it disappears inside unstructured phone calls. Agents have to listen, solve problems, take notes, follow scripts, and update systems at the same time. Supervisors face a different problem: they cannot review every call, so quality assurance leans on small samples, delayed feedback, and incomplete visibility - making it hard to understand why customers call, how agents perform, whether scripts are followed, and where processes break down.
Our Process
We researched and applied speech and language methods for real-time and post-call intelligence: speech recognition, multilingual understanding, summarization, information extraction, topic clustering, and question answering. We evaluated speech-enhancement and tone-of-voice models to improve both what was captured and how conversations were interpreted, and used pruning and quantization to make on-device recognition smaller, faster, and more efficient. The goal was not only transcribing calls - it was understanding what happened, why, how the customer felt, whether the issue was resolved, and what the team should do next.
Why It Matters
Contact center AI is valuable when it cuts work without removing the human connection. This system let agents spend less time typing and more time listening, while giving supervisors a fuller view of call quality, customer sentiment, and operational trends. Instead of treating calls as isolated conversations, it turned them into a continuous source of business intelligence.
Why They Chose Us
We pair applied speech and language work with practical deployment - real-time guidance, post-call automation, and efficient on-device processing - so the intelligence shows up in daily operations, not just in a demo.
"Every call became something we could measure and act on, without adding work to the floor."
— Contact Center Operations Lead
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