Jabra for Salesforce

The integration supports Call Control and the Conversation Coach.

This app enables Jabra device integration in Salesforce via Amazon Connect.

Call Control

This feature allows the agent to control calls by hardware buttons on the headset.

You can use hardware buttons for following actions:

• Call – View, Answer, Mute, End, Mute, Hold, Resume
• Availability state – View, Toggle
• Agent State – View, Toggle

Conversation Coach

The utility Conversation Coach detects potential flaws during a call. It informs the agent by popup and provides suggestions for improvement.

It offers following metrics:

• Background noise level – ambient noise in the room surrounding the agent
• Periods of call silence – extended periods where neither the agent nor the customer speak
• Cross talk – instances where agent and customer speak over each other

This data is analyzed in real-time in the browser of the agent's computer.

Downloads