Introduction

This app provides Jabra device integration for Salesforce with Amazon Connect.

Features

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.

Integration Options

Jabra for Salesforce requires additional software components on the local computer.

GUI

The app Salesforce for Jabra integrates into the Salesforce GUI.

Downloads