Simply recording calls is no longer enough. Organizations need more than just compliance and records; they need insights that drive business growth whilst enhancing the customer experience. Dubber Recording + Trends is redefining what call recording can achieve.  

Why Recording Calls matters 

Call Recording has become a crucial tool for businesses looking to improve operations, ensure compliance, and improve the customer experience. However, many solutions available in the market treat recording as just that – a basic functionality. At Dubber, we believe that it should be so much more.  

Dubber Recording + Trends 

Dubber Recording + Trends merges compliant call recording with cutting-edge AI-driven conversation intelligence. This isn’t just about capturing conversations; it’s about transforming them into actionable insights for optimized internal and external operations.  

One of the standout features of this solution is Highlights. This powerful tool enables users to easily identify key Trends, or recurring topics, happening within conversations.  

Picture this:

A customer service manager receives a report indicating a spike in call volume related to a specific product. With traditional call recording, they would have to sift through countless conversations to identify the root cause. With Highlights, they can quickly pinpoint that common issue, and armed with this information they can take immediate action, whether it’s escalating the issue, or proactively reaching out to the specific affected customers to offer solutions.  

Similarly, a sales team notices an unexpected decrease in performance over the past few weeks. Instead of relying on general metrics or dismissing it as seasonal slowdown, the sales manager can turn to Highlights and could discover that there has been a shift in customer sentiment as many client’s express concerns about pricing compared to competitors. With this insight, they can adapt their pitch, offer an incentive, or consider adjusting their pricing strategy to meet market demands.  

With Highlights, your customers gain the ability to act faster, make informed decisions, and drive better, mutual business outcomes for you and your customer.  

Call recording with Dubber isn’t just a service; it’s a strategic advantage. By integrating AI-driven conversation intelligence with compliant recording, we help businesses harness the power of their conversations. 

Are you ready to transform your call recording experience? Let’s talk about how Dubber can elevate your organization today: contactus@dubber.net. 

Meaningful customer interactions are increasingly important, and grasping the intricacies of conversations can set businesses apart. Making and understanding these connections are at the heart of successful business operations, as they shape our interactions, influence strategic decisions, and drive growth. 

That’s why we’re excited to introduce Connections. As a standout feature in our AI-driven conversation intelligence platform, Dubber Moments, Connections empowers businesses to unlock deeper insights tailored to customers’ unique business needs, reshaping every interaction into a strategic opportunity for growth.

The Power of Connections

Dubber Connections takes conversation intelligence to the next level. Unlike traditional keyword searches that merely skim the surface, this groundbreaking feature identifies specific product names, services, or brands within each Moment in conversations.  It aggregates data on mentions, customer segments, and trends, providing organizations with a comprehensive understanding of their marketing presence and potential opportunities. 

With Dubber Connections, you can uncover insights that matter most, leading to smarter strategic decisions.

Why Choose Dubber Connections? 

Tailored Insights

Deliver insights that align with your customer’s specific business needs enabling more effective decision making. 

Improved Market Understanding

With deeper analysis, businesses can grasp their market presence and identify new opportunities. 

Seamless Integration

Dubber Moments can be seamlessly integrated into your existing operations, allowing you to harness these capabilities with minimal disruption. 

Competitive Edge

Differentiate in a saturated market with advanced insights that traditional solutions cannot match. 

The launch of Dubber Connections is more than just an upgrade; it’s a commitment to innovation and excellence in conversation intelligence. We invite our partners to explore how this feature can elevate your offerings. If you’re not yet leveraging our advanced AI capabilities, now is the time to discover the unparalleled advantages that Dubber Moments can provide.

Join us in connecting the dots for your customers – let’s redefine what’s possible in conversation intelligence. 

Ready to learn more? Contact us today to see how you can start offering Dubber Moments to your customers.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its Q1 FY25 quarterly report.

Another WebexOne in the books! As a proud Cisco partner, Dubber was thrilled to sponsor the event and showcase our commitment to enhancing communication and driving revenue growth for Cisco partners, sellers, and customers. With our latest product expansions and integrations available on Cisco, we’re redefining the possibilities in conversation capture and business intelligence. 

As expected, AI was a significant focus at the event, highlighting how technology is reshaping communication strategies across different industries. Attendees explored the transformative power of AI, discussing its role in automating processes, enhancing customer experiences, and providing business insights that were previously unattainable.  

Dubber engaged in conversations around the future of AI-driven solutions and their ability to analyze large amounts of data quickly, offering actionable insights that inform business strategies. This evolution is particularly relevant in today’s fast-paced and digital environment, where businesses must adapt swiftly to changing customer expectations. Dubber’s AI, built from the ground up, is specifically designed to harness these capabilities, providing seamless integration and real-time analysis that empower organizations to unlock the full potential of their conversations. Our proprietary AI technology ensures that every interaction becomes a source of valuable insights, driving smarter decision-making and enhancing operational effectiveness. 

We took the opportunity to discuss our new product offerings, Dubber Recording + Trends and Dubber Unified Capture + Insights. These innovations leverage our market-leading call recording capabilities while integrating advanced AI-powered conversation intelligence. By analyzing conversations in real time, organizations can uncover actionable insights that drive better decision-making and enhance customer interactions.  

Dubber’s updated products not only provide a more extensive offering to meet the diverse needs of our customers, but also present a significant opportunity for Cisco partners and sellers to drive revenue per user on Webex. Dubber users can now seamlessly upgrade and deploy paid SKUs directly within the Cisco Control Hub, simplifying the upgrade process and encouraging a seamless transition to premium offerings. This streamlined approach is designed to boost user adoption of Dubber’s advanced technology, increasing ARPU for partners and sellers alike. 

Whether you are deploying Webex for small businesses or large enterprises, Dubber’s solutions automatically deliver insights across the entire organization. Looking ahead, further enhancements in our integration with Cisco will focus on improving awareness and engagement, ensuring sustained revenue growth and greater value for customers.  

Thanks again to the Webex team for having us, let’s continue to drive innovation and unlock value together!  

To learn more about Dubber’s solutions available on Cisco Commerce Workspace (CCW), contact us at cisco@dubber.net.   

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its FY24 Annual Report.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its FY24 Appendix 4E 
& Preliminary Results.

Introduction: The Convergence of UCaaS and CCaaS

In the ever-evolving world of customer service, Contact Center as a Service (CCaaS) has become a game-changer, expected to grow by 19.1% annually from 2023 to 2030. This growth is largely driven by the surge in remote workforces, emphasising the need for flexible solutions. CCaaS provides the infrastructure and tools for quality customer service, regardless of location.

In parallel, Unified Communications as a Service (UCaaS) has made its mark in contemporary business operations, seamlessly integrating various communication tools (such as instant messaging, video conferencing, and VoIP) into a unified, cloud-based platform. The convergence of UCaaS and CCaaS is reshaping the landscape, streamlining operations and enhancing customer outcomes.

Despite this evolution, some platforms, while offering built-in solutions for recording content, may lack the advanced data and control capabilities vital for regulated environments. Operating on isolated data sets, these platforms risk providing an incomplete understanding of the comprehensive customer context, especially in scenarios requiring strict compliance adherence.

Solution? Dubber’s Innovative Integration with Webex Contact Center

Dubber introduces an innovative integration tailored for Webex Contact Center, taking its ongoing support for Webex to new heights and bringing a variety of benefits for businesses. Let’s dive in:

Benefits of Dubber on Webex Contact Center

• Dubber on Webex Contact Center offers businesses a secure and compliant call recording solution, leveraging conversation intelligence for powerful insights derived from every conversation. 
• Dubber on Webex Contact Center empowers businesses to utilise the entire Webex suite across front-line, knowledge workers, and contact centres. All activities are conveniently captured through one unified Dubber solution, offering a streamlined, single pane of glass for managing call-captured content. It’s worth noting that this is complemented by Dubber being a standard feature in all Webex Calling services, with our licensing seamlessly integrated into the entire Webex suite.
• Dubber equips your business with robust monitoring and reporting tools, offering a clear view of call quality, compliance, and customer service.
• The integration with Webex Control Hub portal and Single Sign-On feature adds a layer of convenience, minimising administrative hassles and ensuring a seamless user experience for your team.
• The integration also brings Dubber Moments, our award-winning, AI-powered conversation intelligence solution, (including our themes: Voice of Customer, Employee Safety & Wellbeing, Sales Performance and Security & Compliance) as a readily available feature for Webex CC.

Seamless Onboarding: Your Fast Track to Success

Getting started with Dubber for Webex Contact Center is a breeze. Whether you opt for Dubber Unified Capture or Dubber Insights package through CCW, our streamlined onboarding process ensures you hit the ground running, unlocking the full potential of your customer service.

Conclusion

Dubber stands out as the top choice for businesses requiring comprehensive solutions for their contact centres, with its advanced features and capabilities positioning Dubber as a leading provider for diverse requirements beyond call recording.

Ready to explore how Dubber can transform your contact center? Let’s chat today and uncover the possibilities!

Dubber, the global leader in Conversation Capture & Conversation Intelligence is pleased to announce the expansion of its offerings on Cisco Commerce Workspace (CCW) to include our latest growth products, available immediately. Powered by Dubber’s proprietary AI technology, this update broadens the scope of Dubber’s out-of-the-box solutions for Cisco partners and customers, providing seamless access to cutting-edge call recording and actionable business intelligence capabilities that drive revenue growth.

At Dubber, innovation drives everything we do. Our latest AI-powered solutions capture critical moments in conversations, detect emerging trends, and deliver actionable insights instantly—without any setup required. The integration of Dubber Moments with Dubber Recording provides users with immediate access to the Trends dashboard on the Dubber Platform, unlocking powerful insights that elevate customer experiences and optimize sales team performance. Demonstrating the true potential of conversation intelligence, this integration showcases the value derived from the advanced AI capabilities of the Dubber Platform and paves the way for upselling to more sophisticated solutions powered by our state-of-the-art AI.

New CCW Dubber products:

Dubber Recording + Trends: Leverages Dubber’s market leading call recording with access to AI powered conversation intelligence to analyze conversations in real-time. By combining powerful call recording with actionable trend analysis, this value-packed solution allows businesses to uncover actionable insights from their communications. 

Dubber Unified Capture + Insights: Features market leading unified conversation capture with access to AI powered conversation intelligence​. This solution provides comprehensive conversation capture across multiple channels, delivering exceptional value by transforming every interaction into meaningful intelligence. With exclusive access to One Moment, you gain holistic and transformative insights that enhance decision-making and drive business success.

“We are excited to extend our product offering with Cisco, delivering unparalleled access to the innovative capabilities of the Dubber Platform,” stated Adrian Di Pietrantonio, EVP of Global Partners at Dubber. “This partnership empowers Cisco Partners to harness the power of Dubber Moments, our patented, award-winning conversation intelligence that unlocks business insights from call recordings and paves the way for Cisco Partners to grow revenue and provide more value to their customers.”

Dubber remains the only fully embedded, fully automated OEM Recording and AI solution in Webex, setting a new standard for communication intelligence. This expansion is significant in Dubber’s ongoing collaboration with Cisco, reinforcing our shared commitment to delivering cutting-edge communication solutions to businesses worldwide. 

For more information about Dubber solutions available on Cisco Commerce Workspace (CCW), contact us at cisco@dubber.net.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its Q4 FY24 quarterly report.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and conversation intelligence platform for service providers and their customers globally, was pleased to present an update to investors at the Executive General Meeting held on 24th June 2024 .

In today’s fast-paced business environment, staying ahead requires more than just keeping up with technology – it means leveraging it to its fullest potential. Dubber’s integrated solutions for Microsoft Teams are designed to revolutionise your business operations, whether you’re focusing on compliance, customer experience, sales performance, or dispute resolution. By capturing and analysing every conversation, you unlock valuable data that drives better decisions and outcomes.

Why Dubber for Microsoft Teams?

• Seamless Integration: Say goodbye to complicated setups. Dubber’s native integration with Microsoft Teams ensures every call and interaction is automatically recorded with just a few clicks. Focus on what matters most while Dubber handles the rest.
• Unmatched Compliance and Security: For many organisations, compliance is a critical concern. Dubber addresses this by meeting stringent standards, including PCI, HIPAA, and GDPR. Our platform features enterprise-grade security and data sovereignty, ensuring your recordings are stored in regional hubs for maximum protection and compliance.
• AI-Powered Insights: Dubber isn’t just about recording conversations – it’s about transforming them into actionable insights. Our advanced AI capabilities include sentiment analysis, keyword searches, transcriptions, and real-time alerts. With Dubber Moments, our patented, cutting-edge AI technology, you can pinpoint and analyse crucial moments in conversations to boost decision-making and operational efficiency.

With Dubber Moments, you can:

• Gain Deeper Insights: Uncover valuable insights from your conversations that were previously inaccessible, enabling you to make informed decisions that drive growth and efficiency.
• Enhance Customer Experience: Understand your customers better by analysing their interactions, leading to personalised experiences and strengthened relationships.
• Improve Operational Efficiency: Streamline workflows and identify areas for optimisation by harnessing the power of AI-driven conversation analytics

• Scalable and Flexible: Traditional recording solutions often fall short when it comes to scalability. Dubber’s cloud-based platform grows with your business, eliminating the need for additional hardware. Our flexible subscription plans cater to organisations of all sizes, offering a cost-effective solution that evolves with your needs.

Introducing Advanced Media Recording Control: A Game-Changer

We’re excited to announce our latest feature for Microsoft Teams: Advanced Media Recording Control. This innovative tool allows users to record video and screen shares separately during Teams meetings. Here’s how this feature can transform your organisation:

• Enhanced Compliance: Tailor your recordings to meet local regulations by capturing only what’s necessary. This targeted approach ensures compliance without excess data.
• Optimised Storage Costs: Reduce storage expenses by avoiding unnecessary video recordings. Manage your data more efficiently and cost-effectively.
• User Empowerment: Choose between recording the full meeting or just the screen shares. This flexibility allows you to capture the most relevant information, enhancing the overall user experience.

Developed in response to customer feedback and market demands, this feature highlights our commitment to providing solutions that adapt to your evolving needs.

Unlock New Possibilities with Dubber

Discover how Dubber can revolutionise your Microsoft Teams experience. Contact our support team to learn more about how you can leverage Dubber’s advanced features to drive your business forward.

Embrace the future of communication with Dubber—where every conversation counts.

We are thrilled to announce that Dubber Moments, the ultimate solution for unlocking the true value of business conversations, is now available in French and Spanish! Say au revoir to language barriers and hola to revealing insights effortlessly!

Dubber Moments has already been making waves as an award-winning AI-powered conversation intelligence solution, excelling in transforming conversations into actionable business insights. Now, with Dubber Moments available in French and Spanish, we’re making it easier for even more businesses to leverage the power of conversation intelligence.

What sets Dubber Moments apart is its ability to analyse entire conversations, connecting and correlating key moments across interactions. It’s cloud-based, easy-to-use, and delivers unparalleled business intelligence instantly.

Don’t let your conversations go untapped! Reach out to Dubber today and see how you can elevate your business conversations to a whole new level.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its Q3 FY24 quarterly report.

We’re very proud to announce that Dubber Moments, our cutting-edge AI-powered conversation intelligence solution, has officially received patent approval from the United States Patent and Trademark Office. This marks a significant milestone in our journey of innovation.

Dubber Moments is the ultimate solution for unlocking the true value of business conversations. With its unique ability to analyse the context of entire conversations and connect key moments across interactions, Dubber Moments delivers immediate business intelligence in ways never experienced before.

This patent approval further solidifies our position as leaders in the conversation intelligence space. We’re proud to lead the way and excited to continue delivering innovative solutions to our customers.

Stay tuned for more updates as we celebrate this achievement and explore new opportunities to leverage our patented technology for even greater impact.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB), the leading conversation capture and intelligence platform for service providers and their customers globally, investor presentation to provide a company update and details on the capital raise.

We’re thrilled to announce that Dubber Moments has been honoured as the Platinum Winner in the Best AI Innovation in Telco category at Future Digital Awards for Telco Innovation 2024.  The awards mark our second major industry win since the release of Dubber Moments in June 2023. This accolade follows closely after our “Best AI Product in Telecom” award at the esteemed CogX Festival. We’re delighted to see the industry acknowledging the transformative power of Conversation Intelligence and the vital role of voice data in the future of telecom.

The Future Digital Awards, presented by Juniper Research, a leading analyst house specialising in fintech, telecommunications, and IoT, represents the best in technology innovation. Winning the Best AI Innovation in Telco category against a host of innovative competitors is a fantastic milestone for us. This award signifies the industry’s recognition of our commitment to pioneering AI solutions for providers and reshaping the future of telecom with Conversation Intelligence.

Cutting Edge AI for Providers & Users

Dubber Moments revolutionises the offerings of providers, enabling them to supply immediate, out-of-the-box AI insights for customers. Its sophisticated AI and natural language processing capabilities allow for an in-depth analysis of conversations, identifying key moments based on context, not transcripts. From detecting actions and complaints to uncovering various conversational nuances, Dubber Moments offers actionable intelligence from each conversation. This is pivotal for service providers and businesses looking to gain insights from their conversations without extensive in-house AI resources.

Dubber Moments is a revolutionary opportunity for providers to deliver AI functionality to organisations of any size, or embedded in their own network to enhance the communications experience for any user on their network. 

“Dubber Moments enables simple understanding of areas which fundamentally affect a business such as voice of the customer, employee safety and wellbeing, and sales performance” said James Slaney, COO of Dubber.

“We are continuously expanding the capabilities of Dubber Moments, releasing new Moments like ‘Abuse’ to recognise harassment and enhance staff wellbeing and ‘Sales Close’, which allows sales leaders to proactively analyse and provide meaningful feedback to ensure their teams’ optimal performance.”

“We’re so proud of the immediate impact that Dubber Moments has for customers of all sizes and are pleased to receive this recognition at the Future Digital Awards. It is a testament to our team’s vision for transforming communications across Service Provider networks into valuable, insightful data. This award not only highlights our innovation but also signals the significant impact our technology is poised to have across the communications sector.”

A Bright Future 

Securing the top spot at the Future Digital Awards is not just an occasion for celebration at Dubber; it’s a powerful validation of the continuous hard work and innovation demonstrated by our team. These awards are more than just accolades, they are a testament to our commitment to leading innovation in the telecom industry through AI.

To see an example of Dubber Moments in action, click here to learn more about how Devonport and Dubber used AI-powered Moments to change the way their call centre interacted with residents and provided valuable insights for the Council to make data-based decisions.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its Q2 FY24 quarterly report.

Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, released its Interim Financial Report for the half-year ended 31 December 2023.

“We were enthusiastic about collaborating closely with Dubber on their Dubber Moments initiative to leverage additional artificial intelligence capabilities within the solution. Each of our voice calls captures a wealth of valuable content, and utilising Al to pinpoint moments of complaint within these calls, where service issues within the community may be identified, holds significant value.”

Devonport City Council (DCC) is a local government body situated in the Northwestern region of Tasmania, serving a population exceeding 26,000 residents. DCC operates a call centre dedicated to facilitating support services offered by the council to its community. The council, characterized by its modern and forward-thinking approach, has effectively harnessed the advantages of digital transformation throughout all its operational facets, including the call centre. This strategic initiative has yielded enhanced operational efficiency for council staff and an improved level of service delivery to the community.

In 2021, Devonport recognised the importance of gauging customer sentiment concerning their service delivery. Acknowledging the axiom that one cannot effectively manage and enhance what is not quantified, they proactively engaged their telecommunications partner, Telstra, in pursuit of viable solutions. The outcome of this collaborative effort was the adoption of Dubber.

As a Telstra TIPT (Telstra Internet Protocol Telephony) customer who had already migrated their telephony services to the cloud, integrating Dubber into their operations was a seamless process, requiring only a day for activation. Consequently, calls were promptly recorded, and customer sentiment was systematically captured. Following a successful three-month trial period, Devonport swiftly grasped the inherent value of Dubber’s capabilities.

Fast forward two years, and Devonport had reached a point where they were poised to progress to the next phase: harnessing the power of artificial intelligence (AI) to further enhance their customer service initiatives. 

Learn more about how Devonport and Dubber used AI-powered Moments to change the way their call centre interacted with residents– and provided valuable insights for the Council to make data-based decisions.

Melbourne, Australia: 26 October 2023 – Dubber Corporation Limited (ASX:DUB) (‘Dubber’
or ‘the Company’), the unified call recording and conversation intelligence platform designed
for global Communication Service and Solution Providers, today released its Q1 FY24
Appendix 4C and is pleased to provide this Quarterly Activities Report.

Q1 FY24 Highlights
● Revenue of $9.8m in Q1 FY24 up 10% on Q4 FY23 and 46% on Q1 FY23.
● Run-rate of $5m quarterly cash savings from FY23 restructuring programme
achieved in the quarter with operating cash costs including finance lease
repayments1 of $17.2m in the quarter, down 8% from $18.6m in Q4 FY23.
● Net operating cash outflows including finance lease repayments1 of $8.2m in Q1
FY24, down 3% from Q4 FY23 and down 20% on pcp.
● Operating cash receipts for the quarter were $9.0m, down 12% on Q4 FY23, and
down 5% on pcp reflecting expected seasonality.
● Capital raise undertaken raised $9.1m (net of issue costs) in the quarter.
● Cash on hand at 30 September 2023 was $33.7m.
● Deployment of Dubber Moments (Artificial Intelligence) solutions to customers
underway in the quarter.
● Dubber Moments recognised as ‘Best AI Product in Telecom’ at prestigious CogX
awards.
● Cisco Foundation programme moves to advanced revenue tier due to increased
uptake.
● Continued market penetration with new network agreements signed across the
Americas, Europe and APAC in the quarter, with 210+ Communication Service
Providers agreements in place at 30 September 2023.
● The Company reiterates its previously advised expectations for FY24 of revenue of
$45m and costs of $65m (excluding share based payments, goodwill impairment and
FX gains/losses).

Dubber & Alianza Collaborate to Elevate Cloud Communications for CSPs Worldwide
Cloud communications provider makes cutting-edge conversational intelligence available to a network of over 200 communication service providers

DALLAS and MELBOURNE – October 10, 2023 – Dubber Corporation Limited (ASX: DUB), the global leader in conversational intelligence and capture, today announced a new strategic alliance with Alianza, the communications cloud for service providers, in which Dubber will be providing state-of-the-art conversational intelligence solutions into the Alianza platform. This new offering will assist in extending the benefits of AI-driven insights to a platform of more than 200 communication service providers (CSPs).

Redefining Communication with AI

As a leading cloud communications company with a diverse range of CSP customers, from emerging to established Tier 1 providers, Alianza is dedicated to driving innovation for its service providers.

With the integration of Dubber’s suite of capture tools and AI-driven insights, Alianza will equip CSPs with cutting-edge capabilities to put them at the forefront of the global shift towards conversational intelligence. This includes unified recording, in-depth analytics, and voice AI, enabling service providers to extract maximum value from communication data and provide end users with services that are uniquely differentiated.

“Dubber provides innovative, value-added services to our service providers as an integrated part of Alianza’s robust cloud communications product suite,” said Dag Peak, Chief Product Officer, Alianza. “Dubber’s market-leading ability to provide unified call recording and advanced analytics at scale complements our cloud-native solution perfectly.”

Leveling the Playing Field

In an era where artificial intelligence is allowing smaller players in the market to leverage the capabilities of industry giants, Alianza’s decision to make advanced conversational intelligence available to its CSPs is both strategic and timely. This new partnership allows Dubber to extend its leading conversational intelligence solutions to Alianza’s extensive CSP customer base, furthering the company’s mission to ensure businesses extract valuable insights from their communications.

Dubber’s approach goes beyond transcription by using AI to capture content and transform pivotal points in conversations into actionable insights. This helps service providers differentiate their business, innovate, and monetize their networks.

“Alianza is well known in our industry for their relentless focus on delivering an exceptional customer experience. They have invested significant resources in building their own truly cloud-native, carrier-grade communications platform built for service providers and their customers,” said Steve McGovern, CEO, Dubber. “Like Dubber, Alianza recognizes the value of delivering a cloud platform to service providers and our companies share a common vision of where our industry is headed. As voice data capture becomes increasingly critical for service providers and end-users alike, we look forward to working closely with their team to provide Dubber’s platform-as-a-feature and call recording capabilities as an integral part of their Business Cloud Communications solution.”

About Dubber:

Dubber, the global leader in network based conversation intelligence, offers cutting-edge solutions designed to enhance communications for end users and benefit our Communication Service Provider (CSP) partners. Listed on the ASX, the company’s innovative cloud platform connects to over 205 CSPs, capturing crucial information from voice, video, chat, and SMS data, also known as ‘Moments.’ By harnessing advanced capture and AI technologies, Dubber transforms these moments into valuable business insights, enabling CSPs to differentiate, innovate, and monetize their networks.

About Alianza:

Alianza is the communications cloud for service providers. We help our customers supercharge growth, reduce costs, and transform into modern techcos. With Alianza, service providers can navigate the end of the softswitch era and upgrade to a cloud-native solution to power both legacy voice and next-gen cloud communications services — including cloud meetings, collaboration, and text messaging. Our team of experts are passionate about simplifying service delivery and ensuring first-rate customer experiences for more than 200 service providers. Learn more about our solutions at www.alianza.com and follow us on LinkedIn and Twitter.

For more information, contact:
Dubber Investors and APAC Media
Terry Alberstein terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber Americas and EMEA Media
Jake Galland – Account Manager, TFD, jake@wearetfd.com
+44 7780 866874

Alianza, Inc. Media
Justin Cooper
Executive Vice President, Marketing
pr@alianza.com

October 4 | Dubber HQ, 2 Russell St Melbourne

Dubber was pleased to host its’ first investor day, held at Dubber’s Melbourne HQ. Investors had the opportunity to get a deeper and broader understanding of the business by hearing from and engaging with key management and executives.

In case you missed it, you can watch the replay here.

Dubber Corporation Limited (ASX:DUB) the leading conversation capture and intelligence platform for service providers and their customers globally, today released its Annual Report to Shareholders for the year ending 30 June 2023.

Dubber Corporation Limited (ASX: DUB), the global leader in conversation intelligence, has been awarded “Best AI Product in Telecom” for Dubber Moments, its revolutionary voice AI solution, at the prestigious CogX Awards in London.

The CogX Festival is the world’s largest gathering of CEOs, entrepreneurs, academics, artists, activists and policy makers working together to address the biggest questions, achievements and challenges of the influential technologies shaping our future. The awards ‘celebrate change makers and innovators impacting our world in the last 12 months, those innovators, visionaries, and change makers who are helping us get the next ten years right,’ and are voted on by independent global industry leaders.

Dubber Moments Takes The Prize for “Best AI Product in Telecom”

The recognition of Dubber Moments as a best-in-class AI product is testament to its potential to reshape communication experiences. As a trained AI service, Dubber Moments offers a revolution for communication service providers by unlocking the vast amounts of voice data traversing their networks and providing out-of-the-box insights for their customers.

Powered by advanced artificial intelligence and natural language processing capabilities, Dubber Moments analyses conversations to pinpoint pivotal moments based on contextual understanding. Actions, complaints, and a variety of additional conversational points can be automatically detected and flagged for action. By identifying these critical segments, Dubber Moments generates immediately relevant insights from voice data.

Rather than simple transcripts, end users and businesses can now enjoy actionable intelligence from every conversation. This has implications for any service provider or business seeking to unlock added insight from their conversations, without the need for large in-house AI budgets and teams. Dubber Moments is connected to the largest service provider networks across the world and empowers them to deliver innovation and differentiation within their offerings.

“We are thrilled to be honoured by CogX for our advancements in delivering AI innovation that has the ability to have significant impact for the telecommunications sector,” said Steve McGovern, CEO of Dubber. “Dubber Moments highlights our vision of turning the communications across Service Provider networks into usable data which can then be elevated into Conversation Intelligence products providing game changing value for Service Providers and their customers. ”

Revolutionising Comms

Dubber’s Platform is uniquely designed to capture communications data, at scale, across Service Provider networks and Dubber Moments has the potential to revolutionise the communications industry by creating and delivering content directly from that data with endless user applications.

Dubber Moments can be packaged either as a network feature, embedded and standardised within a telecommunications offering, or as specific insights across an entire business. In either case, Dubber Moments delivers value previously unattainable directly from the network.

The company invested heavily in advanced AI engineering to develop the Dubber platform and the growing Dubber Moments product suite. “We believe that individuals and businesses will have enhanced expectation levels regarding their communications experiences and, for a Service Provider, AI is no longer a nice-to-have – it’s a competitive necessity,” said McGovern. “We are committed to pushing the boundaries of conversation intelligence, empowering individuals and organisations with insights that enable smarter and elevated decisions.”

Looking ahead, as part of the continuing evolution of Dubber Moments, near term future product releases will help organisations improve customer experiences, boost team performance, address employee wellbeing and enhance employee engagement.

We had the opportunity to take Shareholders through Dubber’s investor presentation providing an overview of FY23 performance and FY24 outlook.

The Appendix 4E Preliminary Final Report prepared in accordance with ASX Listing Rule 4.3A.

As someone working in the domain of conversational speech and language AI for over 25 years, from researching speech recognition in smart meeting rooms through to developing commercial products and services, it’s been an incredible journey seeing the technology evolve.

Along the way, I’ve learned that while we often focus on new technological capabilities, real value is only unlocked when we deliver that within a user experience that helps people achieve the actual job that they need to do, or the problem that a business needs to solve.

Another key learning has been that, while technology changes at a rapid pace, the millions of meetings and business calls taking place around the world each day are just conversations between people, and the fundamental nature of conversations never changes. 

Conversations are dynamic interactions that unfold naturally, and so at first glance transcripts lack the readability and structure of authored text documents.  There is, however, an organic structure to all conversations.  They are set within a context, involving people with roles interacting in speaking turns similar to paragraphs in a document. Like chapters in a book, conversations progress through high-level discussion threads or topics, whether imposed by an agenda, or emerging naturally.  

Ultimately, meaningful conversations include key passages worth highlighting – Moments of significance.  Which specific Moments are significant depends on the context of the conversation.  It could be someone saying they will follow up on an item tomorrow, or raising dissatisfaction with a product. 

This perspective led us to develop Moments as a powerful way to deliver practical insights from business conversations.  As our first Moment, we found Complaints have significance to a range of organisations seeking to improve how they serve their customers.  Other Moments are in the pipeline – such as one that detects when staff suffer verbal abuse on a call, helping businesses provide a safer working environment. 

The public awareness of AI skyrocketed with the launch of Chat GPT and now AI is everywhere. These technologies have, however, been steadily evolving over a long period of time.  The Transformer neural network architecture underlying current language models was proposed back in 2017, and models have been steadily growing in capacity since then.  Another big step forward in this field was around 2018 when automatic speech-to-text reached human-level accuracy at transcribing conversations.  

While these things have been brewing for many years, there is no question that in recent months we have witnessed an enormous step forward in the capabilities of Large Language Models.  For me, the biggest change has been the naturalness of the responses these models generate to a broad array of questions or prompts, across industries and languages.  From our perspective, what this means is that we can now distil long call transcripts into readable summaries and key points just like notes a person might have taken.  For an end user this is a game changer – let’s face it, someone rarely has time to read a full transcript, they are mostly interested in just a few key moments.

In my role it’s important to stay at the forefront of this ever-evolving landscape.  One way we do this is by fostering strong relationships with key technology partners and university research groups.  This helps us see ahead to what is coming in the near-term as well as over the horizon. This highlights one of the benefits that customers gain from our cloud-based product – we seamlessly deliver the most up to date in AI technology for them to tap into.  For them, it’s out of the box and scalable, without requiring them to invest in people, development or budget to implement, maintain or upgrade.

So while much of the world woke up to AI when Chat GPT was released, our conversation intelligence platform has been in development at Dubber for some time – particularly over the two years since acquiring Notiv.  This platform allows us to deliver cloud-based AI-powered product experiences in a flexible, responsible way.  This has positioned us to quickly launch the Moments product on a global scale through Service Providers. 

Having done the heavy lifting, we’re now in the process of developing and rolling out a range of new Moments.  How do we do this?  We start with market research to define a Moment with value across a broad set of companies.  We then collaborate closely with early adopter customers to evaluate and refine the Moment on their calls, validating the benefit to their business.  An initial customer took 40,000 of their calls through this process, and for the first time they could see what people were complaining about, both at a macro level as well as being able to drill down into a specific conversation, helping them improve their customer experience and business performance.

Who do these use cases apply to? I honestly think the answer is ‘every business’.  From a small business, to mid-size, up to enterprise, every company wants to hear directly from their customers to improve their business. 

Technology evolves, but humans will always communicate through natural language.  With Dubber in the network we can help service providers and their customers unlock the full value of their conversations. The use cases for ‘Moments’ are seemingly endless.  Personally, my favourite moment is seeing one of our customers gain a new insight into their business and then realise that it was hiding in their call data all this time, just waiting to be uncovered!

Dubber Corporation Limited (ASX:DUB) the leading conversational intelligence and unified recording platform for service providers and their customers globally, today released our Q4 FY23 quarterly report.

We had the opportunity to take Shareholders through Dubber’s investor presentation and why we are so excited about the opportunity ahead of us.

Dubber, the global leader in network based conversation intelligence and capture, launched last week Dubber “Moments”, a revolutionary AI product designed to redefine what individuals and organisations expect from their communications.

Dubber is the capture capability provided as a standard feature in Cisco Webex Calling and UCMC via the ‘Dubber Go’ feature and the company sees Cisco Live in Las Vegas, as the perfect opportunity to announce the release of the first Dubber Moment – Complaints, supporting Webex and the Cisco collaboration product suite. ‘Moments’ has the potential to revolutionise the user experience and drive tangible accretive benefits for customers and the Cisco sales channel.

Leap forward in AI

Going beyond the words and identifying the context within the conversation, Dubber has advanced AI to deliver actionable insights immediately when activated.

Dubber Moments is a growing family of out of the box capabilities, with the first being the ‘Complaints Moment’, which focuses on improving interactions between a business and its customers. This moment automatically detects a complaint and other relevant intelligence with the call or video so that a user can understand a single complaint, but also correlate across an entire organisation for a much deeper business insight.

With the use case being applicable for all businesses, Dubber has built the functionality to accommodate a light user or somebody looking to drill deeper into the data. As the insights are delivered out of the box, none or minimal training is required to understand the results.

Furthermore, various enhancements have been made to the Dubber AI functionality. Users are no longer required to manually scroll through transcriptions to comprehend the context of a conversation. Instead, we now offer a succinct summary for each conversation. Additionally, conversations are presented in the form of chapters, where the key topics discussed in each chapter are highlighted, enabling users to quickly locate the desired content. Moreover, the sentiment analysis has been improved, facilitating a better understanding of the changes in sentiment throughout the entire conversation.

Available via CCW

This is a first release of its kind that can provide immediate access to insights from the moment it is switched on for any Webex or Cisco collaboration suite solution.

Sellers of these services within the Cisco community can now include a value added solution without adding any deal complexity or risk, with a clear customer benefit that can only help expand an addressable market, drive new deals and expand their value.

Adding Dubber Moments is a seamless and easy upgrade from Dubber Go recording which is embedded in every Webex Calling and UCMC subscription.

The new feature will be available via CCW within the ‘Dubber Premier’ package from today and the soon to be released ‘Dubber Insights’.

Promotion 

Dubber believes that this new functionality can benefit any business. To increase adoption, a range of promotional campaigns are launching today for 3 months to Cisco sellers and partners to help drive uptake and adoption.

If you’re attending Cisco Live, we recommend that you visit the Dubber team to understand how you can provide this new functionality to your customers. Also, please email us at getmoments@dubber.net if required.

About Dubber:

Dubber, the global leader in network based conversation intelligence, offers cutting-edge solutions designed to enhance communications for end users and benefit our Communication Service Provider (CSP) partners. Listed on the ASX, the company’s innovative cloud platform connects to over 170+ CSPs, capturing crucial information from voice, video, chat, and SMS data, also known as “Moments.” By harnessing advanced capture and AI technologies, Dubber transforms these moments into valuable business insights, enabling CSPs to differentiate, innovate, and monetise their networks.

For more information, contact:

Dubber Investors and APAC Media
Terry Alberstein terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber Americas and EMEA Media
Jake Galland – Account Manager, TFD, jake@wearetfd.com
+447780866874

Dubber, the global leader in network based conversation intelligence and capture, has launched ‘Moments’, a revolutionary AI product designed to redefine what individuals and organisations expect from their communications and bring a new level of engagement between Dubbers 170+ global service provider Partners and their customers.

Changing Communications Forever

Since its founding in 2011, Dubber has consistently been at the forefront of pioneering solutions for Communication Service Providers and their customers. Today, it supports over 170 service providers and thousands of businesses across the globe by capturing and analysing conversations at volume across an entire network. The Dubber vision has been to move beyond traditional transcription alone towards addressing all modern business needs with the development of actionable, meaningful insights that can truly inform business strategies directly from the Service Provider network.

In response to these evolving demands, Dubber has released their out of the box solution family called ‘Moments’. This growing suite of features, powered by advanced AI and conversation intelligence, goes beyond the words and identifies the context within the voice conversation.

A single identified ‘Moment’ provides immediate benefit within a conversation, but when correlated across an entire organisation it creates amazing ‘Insights’. Employing data visualisation, Insights provides an intuitive snapshot of communication patterns and trends, transforming complex data into understandable intelligence for individuals and all sizes of business.

Future product roadmap releases will include a range of new ‘Moments’ that will help organisations to improve customer experience, enhance the performance of individuals, teams and improve employee engagement.

Decoding the Conversation

Following research into business-critical conversations, led by Dr. Iain McCowan, head of Dubbers AI Labs, the initial rollout will begin with the ‘Complaints Moment’, which pinpoints customer complaints and related topics within conversations. This ‘Moment’, part of the customer experience family of ‘Moments’, enables all organisations to promptly gain insights into customer grievances and handle them effectively.

Following this, ‘Actions Moment’ will be launched as a network feature, enhancing Dubber’s technology by detecting commitments made during conversations and converting them into tasks or reminders which has the ability to revolutionise the relationship with service providers and their customers.

The Revolution of Communications

With Communication Service Providers globally facing the challenges of commoditisation and ongoing cost pressures, it’s smart to consider new ways to leverage their networks, build new revenues and delight customers at the same time. Dubber enables service providers to consistently deliver innovation and value to their customers, helping them to understand and action intelligence based on outcomes produced through Dubber ‘Moments’ directly from their networks.

Steve McGovern, CEO of Dubber, stated, “We have been promoting a view for many years that AI will be a part of every telephony service and have built the Dubber platform to enable that eventuality. Dubber is designed specifically for Service Provider delivery as opposed to direct end user integration since we believe that the network is the source of any communication and the SP’s have the ability to provision, bill and support at scale.

To us, it just makes sense.

With the launch of ‘Moments’ we’re taking a significant step towards fulfilling that philosophy and fundamentally transforming communications. Despite the evolving ways in which we communicate, the core nature of conversations remains unchanged. There are always key moments within a conversation that yield new intelligence, inspire action, or deepen understanding. ‘Moments’ captures these pivotal points from any conversation on the network and transforms them into insights, delivering tangible business value and empowering service providers to redefine their offerings directly from their networks.”

Stuart Pritchard, Vice President, Optus Enterprise, speaking at the launch of ‘Moments’ said, “AI is becoming broadly part of our lives and customers are expecting to seek benefits from it. When AI can be used to directly solve business challenges, effectively out of the box, it simplifies the customer’s decision making and assists our sales teams. Currently, Dubber is assisting Optus in a special campaign that promotes the Dubber AI functionality around automatically detecting complaints for organisations and summarisation of calls for each user.”

McGovern added, “At Dubber, AI isn’t just a buzzword – it’s the key to unlocking the value of conversations happening across service provider networks. In effect, we are bringing the network to life enabling the content and packaging it into valuable outcomes which can be accessed via Dubber’s applications, via direct network based notifications or via API.

With the unprecedented volume of data available to train our Dubber AI engine, we’re turning every conversation into a chance to extract valuable moments that can enhance customer understanding, elevate employee experience, and identify product improvement opportunities.”

Find out more about ‘Moments’ here.

About Dubber:

Dubber, the global leader in conversational intelligence, offers cutting-edge solutions designed for CSPs to get the most out of their data. Listed on the ASX, the company’s innovative cloud platform connects to over 170+ service providers, capturing crucial information from voice, video, chat, and SMS data, also known as “moments.” By harnessing advanced capture and AI technologies, Dubber transforms these moments into valuable business insights, enabling CSPs to differentiate, innovate, and monetise their networks.

For more information, contact:

Dubber Investors and APAC Media
Terry Alberstein terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber Americas and EMEA Media
Jake Galland – Account Manager, TFD, jake@wearetfd.com

Melbourne, Australia: 30 April 2023 — Dubber Corporation Limited (ASX:DUB), the leading unified call recording and conversational intelligence platform to global telecommunication service and solution providers, today released its 3Q FY23 Appendix 4C and is pleased to provide this Quarterly Activities Report

3Q FY23 Snapshot

• Strategy alignment and restructuring programme largely completed and on track to deliver $5m+ of quarterly cost savings from FY24 financial year, with $1m already realised and $2m to be achieved in Q4 of FY23.
• Adjusted Recurring Revenue1 of $7.4m up 10% on Q2 FY23 and 17% on pcp.Operating cash receipts for the quarter were $8.1m, and $25.9m for FY23 YTD, up 12% on pcp.
• Approximately $6m in additional revenues already committed for FY24from existing communication service provider agreements.
• Cash operating costs excluding one-off payments reduced in the quarter by $1m.Cash on hand at 31 March 2023 was $40.2m.
• Vodafone UK customer migration commenced.
• Alianza chooses Dubber for its UC platform for 200 service providers.Cisco accelerates sales of Webex Calling to in excess of 10m subscriptions, each one of which will feature ‘Dubber Go.’
• Expansion of communication service provider footprint into Central and South America.Dubber AI (Artificial Intelligence) enabled packaged solutions with out-of-the-box benefits now available via communication service providers.
• Neil Wilson appointed as Chair.
• Andrew Demery appointed as CFO.
• McLaren Formula 1 driver Oscar Piastri appointed as Dubber global ambassador.

Today we had the opportunity to take Shareholders through Dubber’s investor presentation and why we are so excited about the opportunity ahead of us.

MELBOURNE, Australia – 29 March 2023 – Dubber Corporation Limited (ASX: DUB), the global platform that is driving revolutionary change in the communications industry, and Australian F1 driver, Oscar Piastri, are proud to announce an exciting partnership that unifies their shared passion for technology and data-led improvements.

Both Oscar and Dubber operate in fields where the smallest of improvements can shape the ultimate success.

Dubber was founded in 2011, the same year that Oscar entered his first karting races in Melbourne, and both are now challenging on the world stage in their respective fields.

Oscar secured a record-breaking run of three consecutive championship titles in Formula Renault Eurocup, Formula 3 and Formula 2 before entering the first stage of his Formula 1 career with McLaren.  His debut F1 season, where he lines up as the youngest driver on the grid, represents the culmination of a 12-year dream that began in the Melbourne suburb of Brighton.

Oscar is returning to his home city, also the home of  Dubber’s global headquarters, for the Australian Grand Prix at Albert Park on 2nd April 2023.

Dubber and Oscar’s partnership includes branding, messaging and customer engagement as he competes in his debut season on the biggest stage in motorsport which encompasses 23 Formula 1 races in the 2023 calendar.

In F1, more than any other sport,  a commitment to improve technology and processes is paramount to success. Performance is heavily reliant on insights and data that can power critical competitive advancements.

Likewise Dubber enables its global Service Provider partners and their customers to improve their performance and competitive advantage with data and insights, in our case, from conversations and customer interactions.

Neil Wilson, Chairman of Dubber, commented: “Dubber has been working with Oscar and his team over the last year to develop a partnership which reflects our aspirations and values. Oscar is a tremendous talent backed by hard work, ambition and determination. We also share the common goal of turbocharging performance in our respective fields through technology and analytics where the slightest insight and improvement can make a world of difference. We look forward to Oscar passing on some of those insights to our customers.

“We are delighted to be partnering with Oscar as he embarks on the start of his F1 journey. In a visit to our Melbourne headquarters in January, Oscar inspired our team with his vision and commitment to delivering the highest possible standards to the Dubber team.

“We’re all behind him and will be following his progress closely.”

Oscar Piastri, F1 driver, added: “I am massively grateful to Dubber for their backing and support. I am thrilled to be aligned with such a cutting-edge and forward-thinking company and can only thank all the Dubber family for the warm welcome they have given me.

“It means a lot to me that the team at Dubber want to be part of my journey and will be supporting me all the way.”

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and capture – embedded at the heart of over 175 service provider networks.

For more information, please visit Dubber at www.dubber.net or contact:

Dubber – Investors & APAC

Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber – EMEA & The Americas

Stephanie Forrest – CEO, TFD
dubber@wearetfd.com
+44 7951 786435

Dubber Corporation Ltd (ASX: DUB) (Dubber or Company) is aware of media and regulatory reports indicating a potential closure of Silicon Valley Bank (SVB) operations in the US and UK. The Company is continuing in its efforts to recover these funds and there is no material impact on Dubber’s liquidity position or operations as a consequence of this event.

Dubber Corporation Ltd (ASX: DUB) has completed a review of efficiencies and costs across its global operations and will implement a restructure of its business. This is expected to deliver in excess of $5 million in savings per quarter without impacting the Company’s revenue growth potential or customer service.

Dubber Corporation Limited (ASX:DUB) the leading conversational intelligence and unified recording platform for service providers and their customers globally, today released its Interim Financial Report for the half-year ending 31 December 2022.

Together, Dubber & NTSCOM are helping Microsoft Teams users meet compliance requirements, elevate customer experience, automate workflows, and increase productivity across a wide array of business verticals. Customers have immediate and seamless access to Dubber’s compliant and secure conversation capture and insights solution through NTSCOM via iPILOT.

Businesses in regulated industries can now create a compliant, easily accessible recording of every conversation in one place – critical for meeting regulatory compliance mandates. With the recent trend towards hybrid and remote working, the explosion in the usage of communications platforms like Microsoft Teams has never been more important.

However, there is an opportunity for businesses to do more with their conversation data beyond compliance. Dubber and NTSCOM are enabling businesses to improve business outcomes.

Here are a few sector-specific examples:

Healthcare

The healthcare landscape is constantly changing, so Dubber and NTSCOM have partnered to deliver  flexible solutions for customers in this sector. Organizations can now keep up pace with changing compliance requirements, but also use information-rich conversation data to improve the quality of healthcare provided and staff productivity.

In October of 2022, the Centers for Medicare & Medicaid Services (CMS) strategic vision of expanding access to affordable health care and improving health equity was advanced when, under the Affordable Healthcare Act, new compliance and recording rules went into play. During the enrollment period, Medicare & Medicaid Services will require all supplemental insurance sellers to record and retain all marketing and sales conversations for 10 years. See CMS Recording Mandate.

The use of telemedicine has increased significantly over the past few years as well, and voice intelligence plays an increasingly essential role in accelerating better-automated customer experience with telemedicine – both for providers and patients.  With Dubber, customers can:

• Improve patient outcomes and resolve disputes through the elimination of manual note-taking with automated transcriptions
• Meet regulatory and legal requirements (CMS Mandate)
• Seamlessly monitor and supervise to maintain conduct standards, safeguard electronically protected health information, and avoid any data breaches (ePHI)

Education

While local, state, and Federal education policies may differ, the need for unified call recording has never been so crucial in education.  The pandemic provided the opportunity for a surge in online instruction: whether asynchronous, synchronous, or hybrid, many institutions are continuing to offer multiple ways to complete coursework. There is now an increased need for accessibility, accountability, and capturing lectures, group work, and other in-class activities. All this is essential to improve online learning standards for stakeholders at all levels: teachers, students, parents, administration and government agencies.

Institutions at all levels heavily use video conferencing and collaboration tools such as Microsoft Teams to engage students and improve performance.  Integrating Dubber’s suite of voice recording tools allows customers to:

• Uncover student insights and provide a record of student contacts and conversations
• Capture learning on every platform without the cost and limits of application-specific and legacy platforms
• Meet compliance mandates for education at all levels

Government

Governments, too, are increasing their use of innovative technology.  This provides huge benefits to oversight, employees, and the public.

Technology with value-added services such as Dubber increases organizational efficiencies, minimizes spending across all departments and simplifies the processes that inherently bog down public service. Dubber allows federal, state, and local governments to:

• Quickly, accurately and easily fulfill compliance and public information requests.
• Obtain high-quality training and recording insights that can be used to improve coaching, as well as employee onboarding and upskilling
• Improve data collection for feedback to other governmental agencies or departments
• Enhance public safety with the capture and storage of critical communications

Dubber’s leading conversation capture and intelligence solutions can now be purchased by customers and partners directly through the Microsoft Commercial Marketplace, which includes

the Azure Marketplace and Microsoft Appsource. The marketplace connects to over 4 million monthly active shoppers and more than 90,000 CSP (Cloud Solution Providers) globally.

This follows Dubber’s recent achievement of Azure IP Co-Sell Incentive Status– a collaborative agreement that enables Dubber to work directly with Microsoft sales teams and Microsoft partners on joint selling opportunities.

These two major milestones demonstrate the important and strengthening relationship between Dubber and Microsoft. The accomplishment also reflects Dubber’s continued commitment and focus on driving Azure consumption and becoming the leading compliant Microsoft Teams capture and insights solution in 2023.

Together, Dubber and Microsoft are enabling partners and their customers access to a conversational capture and intelligence platform that is Microsoft certified and ensures compliance with all major global communications regulations.

Microsoft Commercial Marketplace Transactable

There are four Dubber products available on the Commercial Marketplace: Dubber Recording (available via select partners), Dubber Unified Capture, Dubber Insights, and Notes Pro by Dubber. These solutions enable organisations to unlock the potential of every conversation and deliver critical business insights for compliance, CX, dispute resolution, productivity, coaching and more. For Service providers looking to transact through the marketplace, this solution allows a secure and rapid path to differentiation and revenue.

What does this mean for customers?

Dubber is “Azure benefit eligible” which means that eligible end customers can use purchases of Dubber to contribute towards their Microsoft Azure consumption commitments (MACC).

What does this mean for partners?

Resellers and communication service providers (Microsoft Cloud Partners) can benefit from a simple transaction and payment process, including guaranteed on-time payment by Microsoft. By transacting Dubber in the marketplace, resellers may also receive additional opportunities with Microsoft managed customers.

Additionally, communications service providers can take advantage of a zero cost and expedited means of transacting Dubber sales without having to “productise” the solutions.

About the Azure Marketplace:

The Azure Marketplace is an online market for buying and selling cloud solutions certified to run on Azure. The Azure Marketplace helps connect companies seeking innovative, cloud-based solutions with partners who have developed solutions that are ready to use.

Want to learn more?

Visit Dubber on Microsoft Appsource
Visit Dubber on Azure Marketplace

• Expanded mobile recording capabilities from Virgin Media O2’s network now available to small to medium-sized business (SMB) and public service sector customers
• Significantly extends the existing relationship where Dubber is the Mobile recording service for enterprise customers
• Unified recording and intelligence ties in mobile, Microsoft Teams, Cisco, and Zoom with transcription and sentiment analysis using AI
• Intelligent call recording and Dubber AI switch on immediately to deliver value across compliance, customer, people, and sales

Melbourne, Australia and LONDON – 15 February 2023 – Dubber Corporation Limited (ASX: DUB), the leading unified recording and intelligence platform for service providers and their customers globally, has significantly expanded its partnership capability with Virgin Media O2 Business giving customers an increased range of mobile recording services and access to connected systems via one platform, provided over Virgin Media O2’s network.

Virgin Media O2 is one of the UK’s largest telecommunications service providers with more than 47 million UK connections across broadband, mobile, TV and home phone, and passes 16 million premises with its own fixed network. This expanded partnership, which transitions Dubber from a vendor to a strategic partner for unified recording and intelligence, will provide Virgin Media O2 Business customers with access to the full Dubber product suite.

Customers will benefit from additional services ranging from AI-enabled transcription to sentiment analysis, with support for platforms including: Cisco Webex (CSCO), Microsoft Teams (MSFT) and Zoom (ZM)enabling customers to host and track recordings across a range of systems through a single, secure platform. Expanding on these benefits, the Dubber product suite provides intelligent features to support businesses in meeting client needs. This goes beyond traditional transcription services to provide sentiment analysis of secure and consensual recordings; features that can be used by businesses to support a range of purposes including customer service and dispute resolution to regulatory compliance, sales automation and intelligence, productivity, and employee training.

Dubber and Virgin Media O2 Business’s partnership will enable customers to unlock the potential of every conversation across mobile and unified communications. Last year, Gartner predicted that ‘in 2025, 75% of conversations at work will be recorded and analysed’ enabling businesses across all industries to discover added organisational value. Dubber is ahead of the curve with tasks such as compliance, workplace engagement and training all being answered through a service-native solution that switches on with a click.

Andrew Halliwell, Product Director, Virgin Media O2 said:

“This expanded partnership creates new opportunities for our long-term relationship with Dubber and extends a wider range of services to our customers. The Dubber product suite coupled with Virgin Media O2’s mobile and broadband network will provide our SMB and public sector customers with greater mobile recording insights in one place, enabling them to make more informed decisions to address their productivity, compliance and intelligence needs.”

Steve McGovern, CEO, Dubber:

“Today’s announcement is a testament to the strength of the partnership between Dubber and Virgin Media O2 and our shared vision for a fully automated and self-service cloud solution. Addressing unified recording and intelligence on both mobile and UC networks unlocks a significant addressable market for both Dubber and VMO2 – enabling more conversations than ever before to be tapped for insights. We look forward to continuing to work closely with VMO2 to deliver greater value to their users as we develop the next generation of unified recording services together.”

 ENDS 

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks.

For more information, please visit Dubber at www.dubber.net

About Virgin Media O2

Virgin Media O2 launched on 1 June 2021, combining the UK’s largest and most reliable mobile network with a broadband network offering the fastest widely-available broadband speeds. It is a customer-first organisation that brings a range of connectivity services together in one place with a clear mission: to upgrade the nation. Virgin Media O2 is the corporate brand of the 50:50 joint venture between Liberty Global and Telefónica SA, and one of the UK’s largest businesses.

The company has 47 million UK connections across broadband, mobile, TV and home phone. Its own fixed network currently passes 16.0 million premises alongside a mobile network that covers 99% of the nation’s population with 4G, and more than 800 towns and cities with 5G services targeting 50% population coverage in 2023.

For more information, contact:

Investors & Media
VMO2
Leia Karam
leia.karam@virginmediao2.co.uk
+44 (0)7478 693 445

Dubber
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber EMEA
Stephanie Forrest
Stephanie@wearetfd.com
+44 7917 695 755

Dubber Corporation Ltd (ASX: DUB) (Dubber or the Company) is pleased to announce the appointment of Neil Wilson as Chair effective today.

Neil is an experienced business leader and entrepreneur with corporate, start-up, founder and public company experience. He holds a Bachelor of Business degree and is a CPA and Member of the Australian Computer Society.

Neil is a practitioner in the digital and technology domain and has extensive experience in general management and CEO management across private and public company scenarios.

He held the position of Managing Director and Chief Executive Officer of Oakton Limited (ASX:OKN), until its acquisition by Dimension Data in 2014. He completed a three-year term as the CEO of the Victoria Racing Club (VRC) and has been the VRC Chairman since November 2020.

Neil is currently Chairman of Nexon, a non-executive director of ASX-listed Knosys Limited and a member of Advisory Boards for several private technology and digital companies. He continues to be a regular keynote speaker at industry and investor forums and presents to boards and executive committees on digital and technology directions and the value of a data and an information focus.

Following Neil’s appointment by the Board, Peter Clare steps down as Chairman and has resigned as a director, effective 28 February 2023.

Steve McGovern, CEO, Dubber: “The Dubber team is excited to have Neil Wilson join the Company as Chair. Neil brings with him an expert insight into the sector which will be pivotal to Dubber’s aspirations for digital data transformation.

“We would also like to thank Peter Clare who has been Chair for over 5 years. During his tenure Peter oversaw the transition from a small business into a globally recognized leader in its field. We wish Peter well in pursuit of his many other interests.”

Neil Wilson commented: “Dubber is a great example of a next generation company in the digital and data sector. The local and global opportunities are immense, and I am privileged to be joining the company at this stage of its evolution.”

Mr Wilson has agreed to be remunerated for this role partly in cash and partly in equity. Accordingly, subject to shareholder approval, he will be invited to participate in the Company’s equity incentive scheme and be granted the following securities subject to the Company’s equity incentive scheme rules:

311,084 zero exercise price options; and 600,000 “Remuneration Options” exercisable at $0.50 each on or before 31 July 2027 vesting equally (ie 200,000 options on each occasion) on achievement of share price targets of $0.75, $1.00 and $1.50
(calculated using a rolling 20 day VWAP of Company’s shares traded on ASX).

This announcement has been approved for release to ASX by the Board of Directors.

During 2022, Senior researchers at the Dubber AI Centre of Excellence, worked with leading university groups to co-supervise student projects and internships across Honours, Masters and PhD levels.

“We’re proud to be helping foster emerging talent in speech and language AI in Australia by partnering with local universities.  These connections are a great way for us to keep track of the latest academic advances, while giving students the opportunity to work on problems with practical applications.” Dr Iain McCowan, Director of AI at Dubber

“The School of Electrical Engineering and Telecommunications is pleased to be partnering with innovative Australian industry partners like Dubber to develop new digital signal processing and machine learning capability. These honours thesis topics jointly supervised by Dubber experts provide invaluable workplace-relevant skill development for UNSW Engineering students, and build industry-university collaboration” Professor Julien Epps, Head of School of Electrical Engineering and Telecommunications, UNSW

The projects showcased a range of innovative conversational AI initiatives. As we look forward to welcoming a new cohort in 2023, here is a summary of the projects we enjoyed supporting in 2022:

Darshana Madduma – PhD Internship

University: Professor Sridha Sridharan, QUT.

Title: Evaluation of the Applicability of Audio Transformer Networks for Speaker Diarization.

Darshana investigated how emerging pre-trained general acoustic models can be applied to multiple end tasks, with an initial focus on automatically segmenting speaker turns in conversations.  These models have the promise of increased accuracy while sharing computational resources across different tasks.

Jack Murray – Honours Project

University: Dr Vidhyasaharan Sethu, UNSW

Title: Modern Speech Representation Frameworks for Spoken Language Identification and Segmentation

As speech technologies advance, we face the problem of providing equal access to multilingual speakers, and speakers of less common languages. Some issues with existing systems are that they often support only one language at a time and are usually trained using thousands of hours of labelled data. For less common languages, these large, labelled datasets often don’t exist. Jack’s project implemented a language segmentation algorithm trained on a minimal amount of data by leveraging pre-trained general acoustic models. This could form the basis of a system to segment and transcribe conversations that contain multiple languages.

“It was great having Dubber AI experts supporting my project.  Not only did I learn a lot more than I would have on my own, but it was also really motivating to see practical applications of this type of research”

Jack recently came second (out of around 200 entries) in EE&T’s Thesis Poster Competition, as judged by industry, alumni and academics. Congratulations, Jack!

Pavithra Bharatham Rengarajan – Masters Project

University:Dr Lingqiao Liu, University of Adelaide (AIML)

Title: Unsupervised Dialogue Segmentation with Next Sentence Prediction

Automatic segmentation of a conversation into topics is a key task towards effective presentation or summarisation of meetings.  This is a difficult problem however, and large annotated datasets for this task are not readily available. Pavithra’s project focused on unsupervised techniques that could be used with limited data.  The most promising approach used Next Sentence Prediction (NSP) from the Bidirectional Encoder Representations from Transformers (BERT) model to identify the change of context or direction of a conversation transcript.

Madeline Younes – Honours Project

University: Associate Professor Beena Ahmed, UNSW

Title: Exploring Transfer Learning for Arabic Dialect Identification

The goal of Madeline’s project was to automatically distinguish between different spoken Arabic dialects to help improve transcription accuracy.  Given there are scarce data resources for many of these dialects, a novel approach to Dialectal Identification (DID) was investigated by leveraging pre-trained acoustic models.  A multi-stage approach was developed to first classify into one of four umbrella Arabic dialects, and then into a more fine-grained regional DID with seventeen dialects.

Erin Moss – Honours Project

University: Associate Professor Beena Ahmed, UNSW

Title: Domain Specific Sentiment Analysis

Erin’s project investigated how first determining the domain context (topic, or subject matter) could be used to improve training of sentiment classification models for Natural Language Processing.  The system developed included a first statistical model to detect the domain, followed by a second stage where this information was used to select a specialised lexicon on which the sentiment analysis classifier was trained.

We’re helping service providers and organisations unlock the full potential of conversations.Learn more about the Dubber AI Centre of Excellence.

Melbourne, Australia: 31 January 2023 — Dubber Corporation Limited (ASX:DUB), the leading unified call recording and conversational intelligence platform to global telecommunication service and solution providers, today released its 2Q FY23 Appendix 4C and is pleased to provide this Quarterly Activities Report

2Q FY23 Snapshot

• Operating cash receipts for the quarter were $8.3m (up 48% PcP)
• Cash on hand at 31 December 2022 was $56.7m
• First Foundation contract for Dubber Notes secured with North American Microsoft
  Teams Service Provider, Ziro
• Leading UK service provider Gamma contracts initially for the launch of Dubber
  recording and AI services and migration of existing recording users
• Vodafone expands contract with Dubber services launched into UC and mobile
  networks in Europe, initially with Vodafone UK, and Vodafone Germany
• Virgin Media-02 expands existing contract to wider customer base
• US service provider NTS announces the launch of its Dubber service
• Alianza chooses Dubber as the embedded recording and AI service for its UC
  platform serving as a core network for over 200 Service Providers
• JB Hi-Fi Business contracts as the largest distribution partner for Telstra business
  services
• Ernst & Young Melbourne appointed as the Company’s new auditor

At the end of last year Cavell offered key spokespeople from our industry to step up, discuss and debate the Microsoft roadmap at their London event. If one message stood out above the rest, it’s that the Microsoft Teams growth spurt is far from finished. Teams is a somewhat unexpected high achiever across the board, with 53% of organisations globally choosing it over other collaboration tools. In fact, monthly user numbers for Teams are rumoured to hit an impressive 300 million in Q1 23. With a self-proclaimed focus being put into Microsoft’s relationship with Telephony, it’s an exciting time to be in the Service Provider seat and ride the investment that this juggernaut is pumping into the Mobile landscape.

Digging into Microsoft’s Teams platform development, it seems productivity is still king when it comes to measuring ROI. Empowering organisations with the means to collaborate remotely is critical, with ‘in office’ numbers failing to rise after the pandemic shift (the full-time adoption of hybrid working is now commonplace.) With over 450+ new features released in the past year alone, MS Teams is the obvious choice for companies embracing the modern workplace, and the proof is in the numbers. A cool 33% of organisations swapped to MS Teams from another platform in 2022. So, in the words of Microsoft’s Nick Hedderman, Teams is providing over half the planet with its ‘digital fabric.’ The reason for that seems clear, it’s productivity-centric with a strong development roadmap and a reputation built over decades.

We all want to connect and communicate in our own way- we have our best ideas when we feel relaxed. Microsoft have taken this notion and thrown their energy into Teams Mobile, the next step in creating true flexibility on a collaborative platform. Throughout the day, speakers continued to voice the value of telephony investment, with particular emphasis on Operator Connect. For end users looking to grow and scale their offering, Operator Connect provides the simple UX that customers are looking for- a solution that will unify their organisations’ telephony with certainty. As Marc Burkhard of Swisscom rightly put it: ‘we will become mobile first in the future’. With this in mind, the Operator Connect piece is critical for larger organisations to connect and expand their Teams Mobility in 2023 and beyond.

If Microsoft were clear on their telephony investment, the Service Providers drilled home the need to make those services stand out in a crowded arena. According to Andrew Small of BT: ‘it’s about differentiating the entire end-to-end customer experience.’ This is where revenue boosting platforms like Dubber come in. Adding voice AI and business insights to the Teams offering to improve the day-to-day of both user and manager. Throughout the event, it was obvious that the pressure is on to make the most of the financial investment in 5G and mobile. For Service Providers, differentiators like Dubber who are focused on adding retention, strategic partnership and revenue to the Teams mobile offering are a welcome gift.

If you only took away two learnings from the event it should be these: Microsoft are heavily invested in Telephony, with Teams Mobile set to transform the platform. Tools that create differentiation like Dubber are pivotal to helping SPs increase their Teams adoption and stand out in a competitive landscape.  And secondly, Operator Connect is the gateway to scaling your telephony and improving revenue. Overall, the atmosphere in the room was a united one, the general consensus? ‘We’re better together’.

To dive into the detail around these points, you can check out the full webinar on-demand here.

Tom Arbuthnot is co-founder of Empowering.Cloud, a Microsoft Teams Industry Professionals Community., who also offer enablement programs for enterprises and Microsoft partners.

Tom hosted Dubber’s recent webinar about the opportunities to add services and revenue around Microsoft Teams Operator Connect. The panel included Timoor Husain of Microsoft, Mark Bunnell of Nuwave and Adrian di Pietrantonio of Dubber.

This blog summarises some of the key takeaways. To check out the entire webinar please click here.

Microsoft is scaling and simplifying PSTN connectivity for the customer and the service provider

Microsoft Teams Operator Connect has been in the market for over a year, and progress and adoption have been good. There are 43 Operator Connect service providers, and many more are coming. In this model, the operator is directly connected to Microsoft, which makes it very simple for the operator and customer to provision phone numbers.

Microsoft has been bringing telephony to their Unified Communications proposition for over 14 years. Traditionally, this involved customers deploying and managing their own session border controller infrastructure and connecting to the service provider with SIP trunks. This traditional model was quite complex, requiring a lot of infrastructure and professional services.

Operator Connect offers a much simpler model, which goes some way to explaining the quick uptake and adoption by Service. It sits alongside Microsoft’s Calling plans and Direct Routing as one of four options for PSTN connectivity for Teams users.

Teams Phone Mobile is the latest connectivity option to hit the market from Microsoft, running on the back of the operator connect platform. It will offer the new ability to be a single mobile/cell number for your mobile and Teams. One of the benefits is that a single Teams-certified recording platform like Dubber can record and capture both the Teams and the mobile calls.

Combined, these four options give customers the  choice to pick the combination that is right for them and personalise their experience of MS Teams. This level of choice also increases competition in the service provider market.

Customers want to reduce infrastructure and reduce costs

Customers are rapidly moving to Cloud Telephony platforms like Teams Phone. They are moving away from complex on-premises infrastructure, such as local SBCs, in favour of scalable cloud services.

I observed that with the acceleration of Microsoft Teams Phone, customers are often taking the opportunity to reassess their PSTN service provider choice and are looking to optimise spending and ROI on tech investment.

There is an increasing demand for self-service solutions. Mark Bunnell, COO Nuwave, noted 70% of Nuwave’s customers are moving to self-service cloud management.

There is no doubt that while Teams Phone is a rapidly growing market, there is competitive and margin pressure on service providers. Microsoft expects more providers to join Operator Connect in the future. With over 53% of organisations already choosing teams over other communication tools.

There are opportunities to add value and revenue with additional services customers need

While there is pressure on the minutes business, and it is getting somewhat commoditised, some great opportunities exist to differentiate and add value. Microsoft Teams is an ecosystem solution, meaning you need many components from different Microsoft partners to complete the customer solution. These include PSTN connectivity, recording, contact centre, eCDN, reporting and devices.

Service providers are in a great position to build out their offering with telco-related services like recording, business insights, compliance and contact centre. Differentiating services in this way empowers customers to unlock the value ‘in’ the network, improve stickiness and boost revenue.

Timoor Husain, Microsoft, noted the opportunity to offer the even fuller Microsoft 365 stack as an operator as a true managed service.

Mark also pointed out that there is still a lot of complexity in enterprise telephony and that does provide opportunities.

Operator Connect Accelerators like Nuwave can increase speed to  market and allow you to add additional services

Nuwave offers service providers a platform you can integrate to quickly get onto Operator Connect and give your customers a full self-service experience. They are one of Microsoft’s certified Operator Connect Accelerator partners.

Beyond Operator Connect, Nuwave has already integrated with Dubber and can add additional revenue-generating services for your customers, such as Contact Center and Dubber recording. All from a single platform.

If service providers prefer, they can also integrate Dubber directly into their service provider network.

With Dubber, you can offer recording and data insights for traditional PSTN calls and all Teams’ VoIP calls and meetings

Dubbers’ platform is specifically for service providers. Adrian di Pietrantonio noted Dubber works with over 175 providers.

Dubber allows operators to offer cloud-based Teams certified recording for customers for compliance and productivity improvements. Beyond compliance, increasingly required by customers in all markets, customers and providers are leveraging recording data and offering new value-added services. With Dubber, recording can be extended beyond just the PSTN calls into the customers’ Teams’ VoIP calls and meetings, which is essential for complete customer coverage.

To dive into the detail around these points, you can check out the full webinar on-demand

In July of 2022, NUWAVE became Dubber’s first Operator Connect Foundation Partner. This strategic partnership decision was pivotal for both companies as the need to scale Dubber’s technology quickly and globally became a top priority.

With Dubber’s Unified Conversational Recording (UCR) capabilities integrated into iPILOT and available to all NUWAVE customers as an entry-level solution at no cost, NUWAVE deploys the Dubber platform with instantly automatic provisioning.

NUWAVE and its partners can then choose to work with Dubber to introduce customers to richer and more comprehensive conversational recording and AI solutions to address a broad range of business needs by unlocking valuable information and insights from conversations across their voice and video calls.

“Optus is a challenger brand”, says Catherine Yue, Senior Director of Mobile for Optus Enterprise and Business. “We’re not the incumbent and we are in a quite different place in the market. We need to do things differently. For us that means looking for products and services we can use to delight and inspire our customers. Things like Dubber.”

Yue says her team looks for propositions which can improve the customer experience and the employee experience for Optus’ enterprise and SMB customers. “Dubber is very much focused on both, you can see it from a management perspective and an employee perspective. It answers their need to collect better insights and improve what they are doing and that means that in turn it helps them improve their customers’ experience.”

Delighting the customer cuts to the core of Optus’ philosophy. Yue says it’s what sits at the core of mobility and how Optus aims to carve out a greater share of the B2B mobility market. It’s not only enterprise and business customers. She says: “I look at what my colleagues are doing on the consumer and prepaid markets and it’s much the same. When you’re a challenger brand you have to find different focus areas.”

Optus was first introduced to Dubber when the company’s financial services team needed to find tools that could help customers deal with compliance requirements. Dubber ticked that box. Then, Yue says; “Once we double clicked on it and saw what it could do, we realised Dubber was much larger than financial services. We talked to our customers and quickly found there are so many other use cases. It could be in retail, legal, entertainment or in healthcare. We found there is so much that our customers can do with it.”

While Dubber has the ability to drive new revenue streams for a carrier like Optus, Yue says it makes for stickier customers. “Of course we want to increase the revenue from our customer base, but we can only do that if we have a proposition which resonates with customers and adds value. We want to offer them something that’s compelling and relevant.”

It’s still early days for Optus Enterprise and Business and Dubber, yet Yue says her team are already having conversations with customers about empowering their people to elevate their work to another level. It’s no longer just about a mobile device and voice, it’s about what else can be done.

Because Dubber is native on the Optus network, Yue says it makes it simpler for customers. She says: “It’s not like you have to go through an app or anything else, you actually just make a call and it records. There’s no additional action.”

For Yue and Optus, being able to partner with technology providers like Dubber is central. “Our portfolio is stronger because of our partnership. Dubber’s experience globally and the technical resource compliments us as a carrier. The partnership with the sales and marketing teams is also valuable. We can deliver a much stronger proposition because we partner.”

• ZIRO and Dubber sign Foundation Agreement enabling every customer to turn calls into AI driven notes and productivity outcomes for MS Teams
• Launch of Revolutionary out-of-box productivity for MS Teams, with ZIRO embedding Dubber Moments subscription as a standard feature for every user
• ZIRO and Dubber collaborate on growth, upsell to Dubber Notes for MS Teams
• ZIRO launching Dubber Moments and Dubber Notes for MS Teams launching January 2023

Melbourne, Australia, LONDON, DALLAS – 7 December 2022 — Dubber Corporation Limited (ASX: DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, announced it has signed a Foundation Partner agreement with ZIRO, based in South Denver, Colorado, servicing customers in Canada and the United States. The partnership agreement encompasses a range of Dubber’s products, as well as newly released Dubber Moments and Dubber Notes for MS Teams. ZIRO will be launching the relationship to their customers in January 2023 with Dubber supporting their growth via the Dubber Foundation program.

ZIRO is focused on delivering increased value to their end users. By embedding Dubber Moments within all MS Teams subscriptions provided by ZIRO, their end users get an out-of-the-box productivity feature, with outstanding user experience, differentiated from other providers and powered by Dubber.

Dubber Moments users have the option to upgrade with a click to the fully featured Dubber Notes for MS Teams subscription, which provides a complete automation of meeting and call note taking including AI features such as auto actions items, sections of conversations, speakers, topics and Dubber Moments. Via a collaborative process between Dubber and ZIRO through various channel marketing activities, users will be shown the benefits of upgrading to Dubber Notes for MS Teams.

Dubber’s Unified Recording and Unified Recording + Insight suite of packages will also be available via ZIRO.

Steven Karachinsky, CEO, ZIRO:

“We’re thrilled to partner with Dubber because they share our passion for innovation and no-hassle values. They take recording to a whole new level by making it accurate, compliant, and actionable. That speaks volumes to us and to our customers, especially those in healthcare and financial institutions. How many times have we sat in meetings and either forgotten to take notes or dreaded making sense of a native app’s transcription? With Dubber, those days are over.

“We look forward to working with Dubber and to continue providing more value to customers by making UC easier than ever.”

Steve McGovern, CEO, Dubber:

“We’re really pleased to be launching a ‘Notes’ based Foundation program with ZIRO which will enable a fantastic user experience for their customers. ZIRO’s passion for innovation and market leading features for their Unified Communications services fits perfectly with the aspirations of Dubber’s ground-breaking platform. Customers can put away their pen and paper and enjoy AI driven note taking as a source of information and productivity without having to rely on ‘whole of conversation’ transcription.

“We look forward to working with ZIRO to help them capitalize on their differentiated product offering to continually deliver more outcomes for more customers, turning UC into an increasingly valuable tool at the core of everyday life and business workflows.”

Background:

The Dubber Foundation program is a solution and engagement model which sees Dubber being made available for every user opening up capabilities for differentiation at a Service Provider level.

With the Foundation program a Dubber product is embedded as a standard feature into every service to the end customer. The program then sees both Dubber and the Service Provider engage directly with the customer to introduce higher value products which provide benefits to the customer and drive accretive revenues, improved margin, differentiation and retention for the Service Provider.

About ZIRO:

ZIRO is the only solution provider making Unified Communications simple and easy. We help enterprise IT teams select, set up, and manage their phone, contact center, and meeting room tech with a partner they can trust. With over a decade of UC know-how, ZIRO is changing the status quo so companies can solve their biggest IT challenges without the hassle. For more information, visit https://goziro.com.

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention, and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks.

For more information, please visit Dubber on www.dubber.net or contact:

Dubber Global Investors & Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Ziro Investors & Media
Achim Klor
aklor@goziro.com
+1 514-379-2128

We are pleased to announce that we have formally partnered with NTSCOM who is launching Dubber solutions through iPILOT across the United States!

NTSCOM is a Microsoft Operator Connect partner with 20+ years of experience in the carrier industry.  Together with NUWAVE’s iPILOT, NTSCOM automates both Direct Routing and Operator Connect capabilities while solving for carrier-hosted SBCs, on-premises SIP trunks, or bring-your-own SBCs, carriers, and operators. Headquartered in Las Vegas, Nevada, NTSCOM delivers services across the nation as well as internationally in Western Europe and Southeast Asia.

As an integrated global telecommunications solutions provider, NTSCOM provides a range of communications services for business telecommunication channels. Natively integrated into the iPILOT provisioning -portal, partnering with Dubber enables NTSCOM’s offerings to include seamless automation for unified recording and conversational intelligence, expanding the distribution of industry-leading solutions and enhancing customer experience and business intelligence.

Commenting on the announcement, Aaron Barnes, NTSCOM CEO said: “We are thrilled to partner with Dubber as their solutions are a natural fit into our current offerings and are immediately available from our network. We have already commenced deploying Dubber services into major Enterprise accounts such as TD SYNNEX and Konica Minolta.

While compliance recording and analytics are integral to furthering our customer experience, we’re equally excited about the opportunity to address the need for automated workflows and productivity based on Dubber insights. Adoption of the Dubber platform illustrates NTSCOM’s  commitment to delivering the best-in-industry solutions to enhance our customer experiences.”

As NTSCOM serves customers across government, education, and healthcare sectors, complying with industry regulations and mandates is of the utmost importance. Dubber’s compliant conversational intelligence platform plays a crucial role in ensuring compliance mandates are met for both internal and external duty of care standards. Dubber’s software entitles NTSCOM’s customers to use conversational intelligence to reveal insights that are aligned with industry regulations and guidelines.

This strategic partnership mutually benefits both companies as NTSCOM brings forward solutions to improve customer experience, Dubber is deploying solutions and expanding its reach across the United States.

“Our service, integrated with iPILOT will be seamlessly provisioned with NTSCOM offerings and Microsoft Teams, enabling Dubber to be uniquely delivered as a service so that NTSCOM, its customers and partners can switch on and deliver value immediately.

NTSCOM is an important component of our service provider partnership strategy and we aim to become a key attribute to their success.  By coming together we provide the key value differentiation customers are looking for and service providers require to continue meeting the needs of the quickly evolving data-shaped landscape. Everyone at Dubber and NTSCOM is very excited by this new partnership.” – Michael Abenhaim, Dubber SVP of Americas Sales.

Today we had the opportunity to take Shareholders through Dubber’s strategy and why we are so excited about the opportunity ahead of us.

• Gamma launches Dubber intelligent call recording and Dubber AI, enabling partners and customers to unlock the value in voice
• Dubber is the exclusive vendor for MiFID II compliant call recording on Microsoft Teams via Gamma partners
• Available across Gamma’s Microsoft Teams voice enablement portfolio
• Dubber is a leading certified recording service for compliant call recording on Microsoft Teams

London, United Kingdom; Melbourne, Australia – 15 November 2022 — Dubber Corporation Limited (ASX:DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, is pleased to announce it has been selected by Gamma Communications plc (“Gamma”). Gamma can now provide intelligent call recording as a service, applicable for general business and regulated compliance requirements, plus Dubber’s leading conversational AI on Microsoft Teams.

Gamma is one of the most significant telecommunications service providers in the United Kingdom. Their network of over 1,600 channel partners will now be able to sell Dubber across all of Gamma’s Microsoft Teams voice enablement portfolio. Gamma has been a Gold Partner with Microsoft for 15 years and is one of a small, select group of providers specifically picked by Microsoft to offer Operator Connect in the UK.

In November 2021, Dubber was one of the first solutions to achieve certification for compliant call recording on Microsoft Teams. Dubber’s technical ability has provided benefits to companies of any size to ensure voice conversations on Microsoft Teams are recorded and stored in a compliant manner.

Businesses with a regulated recording need can now enhance their activities by utilising the advanced Dubber platform, which unlocks the value in conversations with conversational intelligence, and real-time text and speech-based insights to improve information accuracy, productivity and streamlined communication.

Simon Broadbent, SVP of Sales, Dubber EMEA: “The Dubber team are proud and excited to partner with Gamma to bring intelligent conversational capture on Microsoft Teams recording to their extensive network of channel partners and loyal customer base.

The unique thing about Dubber is that it is delivered as a service enabling Gamma, its customers and its reseller network to switch on and deliver value immediately.

Gamma has been at the forefront of the unprecedented adoption of Unified Communications in the UK market in the last 15 years. This partnership presents a great opportunity to further conversational intelligence innovation for Microsoft Teams users going forward.”

Chris Wade, Chief Marketing and Product Officer, Gamma: “It’s widely reported that three-quarters of conversations taking place at work over collaboration tools such as Microsoft Teams will be recorded by 2025. That clearly shows that this capability is driving improvements in customer experience, training and compliance across voice and video.

We’ve teamed up with Dubber so our Channel Partners can offer this valuable service to their customers, enabling them to unlock the value in voice AI technologies through Gamma to capture critical voice data securely.”

About Dubber:

Dubber enables service providers to turn existing networks and services into an exponential source of value for differentiated innovation, retention, and revenue. Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks and services and used daily by over 580,000 subscribers worldwide.

For more information, please visit Dubber at www.dubber.net

Global Investors & Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

EMEA Media
Annabel Clementson
annabel@wearetfd.com
+44 (0)7951 786 435

About Gamma:

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish and Dutch business markets. It is AIM listed and employs 1650 people. With a range of UCaaS, Mobile and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma’s largest market is in the UK where the company’s network-based services are supplied to SME, Public Sector and Enterprise markets through a network of 1000+ channel partners and its own direct sales and support capabilities. In 2021 Gamma acquired Mission Labs, a well-established UCaaS technology business which has built a reputation for creating technologically advanced solutions and delivering great service to its customers and partners. The acquisition has enabled Gamma to enhance and expand its cloud contact centre (CCaaS) technology as well as accelerate its digital channel strategy.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers largely via a network of channel partners in Germany, Spain, and the Benelux region.

Contact
Paul Aitkenhead, 07791569612
paul.aitkenhead@gamma.co.uk

“Once you understand what isn’t working… the answer really becomes more clear,” says Michael Abenhaim, SVP of Americas Sales at Dubber.

Abenhaim describes a seismic challenge facing the service provider community and discusses a path forward. Native services and applications offered at a higher margin and lower cost, underpinned with 100% customer ownership will, according to Abenhaim, deliver the differentiation SPs and customers are looking for, but without deep partnering this solution is still difficult to realize. “By making conversational intelligence native on their network, service providers set the building blocks in place to deliver unique and valuable intelligence back to their customers in ways others are not or cannot,” Abenhaim adds.

In this podcast, Abenhaim opens the idea of conversational data as a place for providers to tap into, offering their customers an invaluable intelligence resource, and unlocking an underpenetrated revenue stream.

Dubber enables SPs to create infinite value by using technology to generate visibility within networks. Unlocking the value of the network starts IN the network.

Listen to the full podcast

Surf Life Saving New South Wales (SLSNSW) uses Dubber call recording and voice AI to create records which may be needed if there is an investigation into the way it responded to a rescue request.

Chief Information Officer, Matthew Ingersole says SLSNSW frequently needs to provide evidence in coronial inquests and other official enquiries when there is a loss of life, insurance claim or reportable incident. He says: “Recording and transcribing all of the phone calls with Dubber is an important part of that”.

SLSNSW is an emergency service dedicated to saving people from drowning along the 2100 km New South Wales (NSW) coastline. While the organisation’s 79,000 members are a familiar presence on the states’ beaches all year around, its responsibility extends beyond to the entire NSW coastline. There are around 25,000 volunteer lifesavers at 129 local clubs and about 1000 professional lifeguards. SLSNSW co-ordinates all rescue activities from its State Operations Centre at Belrose in Northern Sydney.

Ingersole says that as well as evidence for inquests and investigations there are other situations where the organisation needs to provide evidence of the actions it takes. “We do all this through our information management systems, but we back up and reinforce this through call recording. We record all the calls that come into the operations centre as well as all the radio traffic, that way we get a complete picture of what happens”, he says.

Calls come into the centre from multiple locations. It could be a member of the public who spots someone in trouble and phones in, duty officers patrolling beaches might radio into the centre and the police have a direct line for emergencies.

He says Dubber is ideal for his organisation’s needs: “We like that there is a date and timestamp, so we know exactly what time a call came in and exactly what time we responded. This provides a chain of evidence which can be helpful if we ever need to show an investigation that we acted appropriately. It’s also useful for educating staff on how to handle calls.”

There is still a system for recording incidents, but Ingersole says the big advantage of Dubber for its operators is that they can get on with responding to the call, as the recording is automatic. In the past, the operations team would have needed to make manual notes at a critical time of allocating resources.

Every moment counts when calls come into the operations centre. The average time for a rescue is 10 to 15 minutes from when the call comes in and shaving seconds off the call response can save lives.

Ingersole says: “Where we can, we’d prefer to ditch the report writing and concentrate on getting someone into the water and performing a rescue. That’s the number one priority. Documenting the incident is very much the secondary priority.”

He says with the Dubber platform, an operator can go back after dealing with the call and replay it. “And now that we’ve added Dubber transcription they can copy the content of the entire call and paste that into the incident log as well. That’s a massive time saving for us and helps with accuracy.”

Away from reporting, SLSNSW uses Dubber call recordings to put together case studies for staff training. “We can put the telephone calls connected to an incident together with any radio messages in sequence and show new operators what the final report looked like. It means they get to see a real-world example. We find that it is powerful from a training perspective,” Ingersole says.

SLSNSW also uses Dubber’s AI-enabled sentiment analysis to get an overview of incoming calls. Ingersole says the organisation can see where operators may need extra coaching on the best way to handle incidents.

“Finding calls is easy, thanks to the user interface which simplifies searching and allows call tagging. This is a powerful feature for SLSNSW because at times staff need to find, tag and batch all the calls related to an incident,” he says.

Before moving to Dubber, SLSNSW used on-premise call recording. Ingersole says there was a problem with network updates breaking that system and it was unable to capture mobile phone calls. Moving to the cloud with Dubber, natively integrated into Telstra’s infrastructure solved both problems.

He says: “Through Dubber, Telstra Liberate and TIPT all working together we can record all calls including mobiles. We’re really happy with Dubber. The Dubber-Telstra partnership makes it so easy. We just pay a monthly fee, and it all just works. We don’t need to worry about hosting it ourselves.”

Skills trainers know learning by example is an effective and fast way to teach new ideas. One of its strengths is in helping learners understand how to avoid common mistakes.

We learn by example all our lives. As small children we work out general rules by observing good and bad examples in the world around us.

As adults, we sharpen skills or improve techniques by observing best practice.

That was easier when we all worked side-by-side. The Covid pandemic and dealing with remote workforces brings new challenges for trainers.

Learning by example

Now customer service team leaders can use learning by example to train call centre staff.

At Devonport City Council in Tasmania, Customer Services Coordinator Danielle Harvey asks team members to identify calls that she should listen to in order to provide coaching on providing better answers.

The Council uses Dubber’s cloud-based call recording software simplifies capturing calls for training use.

This approach works just as well when teams are dispersed. Because Dubber is cloud-based, it captures calls in a central location where they can be shared with every team member.

Teams or individuals can review earlier calls and identify points where conversations took a turn for the worse.

Likewise, they can review calls, listening and analysing successful conversations. Trainers can build a library of real world best-practice examples.

Identify knowledge gaps

By listening to team members’ calls, trainers can identify knowledge gaps where staff might need extra coaching.

Soma IT,  a managed services provider, uses Dubber to review calls made by staff. COO Aaron Prout says his organisation makes sure team members have a full understanding of the products and services they sell. If not, extra training is given.

They can get a better understanding of how callers respond to scripts or set questions. It may be that these need tweaking to be better understood or to get better answers.

Leaders can identify if team members miss opportunities to upsell. This can involve playing calls back and then reminding team members: “this point in the call would be a good moment to mention X”.

The flip side of this is training team members on what they should not say.

Australia’s anti-hawking legislation means financial services businesses are not allowed to cross sell.

Avoid problems

Reviewing calls means trainers can identify where team members get close to crossing the line. They can coach them on how to avoid problems.

Dubber is ideal for recording calls for training use. It’s cloud based and works at the network level.

That means team leaders can cost-effectively capture all incoming voice communications. It doesn’t matter if they are traditional land-line, VoIP, mobile or via Zoom, Webex or Microsoft Teams, Dubber will get them all. Dubber can also capture calls when team members work from home.

Trainers can instantly replay calls recorded using Dubber anywhere they have a connection. There’s a web portal and a mobile app. Searching for specific calls is simple with a “google-like” search. Calls can be accessed by team member, customer or by using keywords.

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If you would like to discover how Dubber’s Unified Call Recording and Voice AI can help your call centre training, contact us today.

Melbourne, Australia: 25 October 2022 — Dubber Corporation Limited (ASX:DUB), the leading unified call recording and conversational intelligence platform to global telecommunication Service and Solution Providers, today released its 1Q FY23 Appendix 4C and Quarterly Activities to 30 September 2022.

1Q FY23 Commentary

• Operating cash receipts for the quarter were $9.5m (up 42% QoQ)
• Operating cash costs increased by $500k in the September quarter to $20m
• Net cash operating outflows were reduced by $2.5m compared with the June quarter.
• Cash on hand at 30 September was $73.8m. Dubber is fully funded to operate cash flow break even.
• Revenue was $6.6m (down 3% QoQ, up 10% YoY)
• Dubber extended its Service Provider footprint with commercial agreements with Ziggo (Vodafone Netherlands), 3 (UK) and NTS (USA)
• Dubber was accepted for the ‘IP Co-sell’ programme with Microsoft.

Dubber announces the 2022 Notice of Annual General Meeting of Shareholders will be held at 4:00pm (AEDT) on Monday, 21 November 2022. This year’s meeting is hybrid and will be held virtually via a web-based portal and physically at Punthill Little Burke Apartment Hotel, Lonsdale Room, 11-17 Cohen Place, Melbourne Vic. 3000.

The Explanatory Statement to the Notice of Meeting provides additional information on matters to be considered at the Meeting.

Shareholders who wish to attend the Meeting virtually must first register their attendance with the Company by no later than 4:00pm (AEDT) on 20 November 2022, the day prior to the day of the Meeting, by email to the Company Secretary, Ian Hobson at ian.hobson@dubber.net.

Please include the Shareholder’s name, address and HIN or SRN when registering with the Company Secretary. The Company will then email the details to participate in the virtual Meeting via zoom (a web-based meeting portal) to the Shareholder.

The Notice of Annual General Meeting, Explanatory Statement and Proxy Form should be read in their entirety. If Shareholders are in doubt as to how they should vote, they should seek advice from their independent professional advisers prior to voting.

Should Shareholders wish to discuss any matter please do contact the Company Secretary by telephone on +61 (0)8 9388 8290.

Adam Cleary says Dubber enables them to meet customer demand. The Southern Sales Manager for Next Telecom says: “Having Dubber means people come to us and buy our solution where they want call recording for Microsoft Teams Calling or need it as part of a bigger picture. It’s an untapped space – there aren’t many people out offering a complete Teams package right now; Dubber means we are.”

Next Telecom began working with Dubber when it saw fast rising market demand for cloud-based call recording. The Australia-based provider of wholesale telecommunications products and services sells to clients around the world. Today Next Telecom has operations in Australia and New Zealand and globally via parent company Comms Group.

“A lot of businesses have been moving into direct routing and Microsoft Teams Calling. The trend really accelerated in the last couple of years with the pandemic. Once they’ve migrated across to the platform, they realise they need to add call recording. It may have been something they previously did with on-premise systems, but now realised it was missing”, Cleary says.

He says Next Telecom needed a product to meet growing customer demand: “They need call recording for compliance or employee coaching.”

Dubber gives Next Telecom a way to generate revenue and boost ARPU. Cleary says “We’re seeing approximately a 50% revenue increase per user when we add Dubber to a standard Teams Calling plan”.

Also importantly, it means Next Telecom can offer an end-to-end Teams solution. He says: “There are a lot of people offering Teams, but without call recording, it is not complete. With Dubber call recording together with our contact centre solution and analytics solution we can cover 90 per cent of the needs of the market that we deal with.”

This gives Next Telecom an important point of differentiation. Cleary says most of the companies offering Teams Calling can’t offer as much: “We wanted to be able to tell clients that we can do the lot and address all their requirements.”

While Dubber does generate revenue for Next Telecom, it is equally powerful for the way it enables Cleary to win new clients that might otherwise look elsewhere. He says one large client representing a significant amount of business needed cloud call recording as part of the solution and offering Dubber helped him secure the contract.

Cleary says: “We needed a call recording platform that worked with Microsoft Teams and spoke to a few vendors. At first, we ran with a different platform before we were introduced to Dubber but switched quickly mainly because Dubber has a simpler interface, is easier to use and has a more competitive price.”

Now Cleary uses that simplicity as a selling point when he shows Dubber to his clients: “The first time I demoed Dubber was five minutes after someone gave me the login details to a demo portal. I was demoing it for the first time and had no dramas.”

The depth of partnership and local support provided by Dubber is also a huge advantage. It is a genuine partnership that goes beyond product and technical support – Next Telecom can call on the Dubber team to support RFPs as well as larger customer opportunities.

Managed services provider BizPro IT Services is a Next Telecom reseller. Director Jae Atkins says he uses Dubber in the business and uses the experience to help sell it to his small business customers.

He says: “As a managed service provider, we deal with people who are having computer issues and that means they are already frustrated when they call us. We had a few issues where clients were being difficult and getting aggressive. With Dubber call recording I can easily find and listen to a call and coach the staff member on how to handle the incident.”

Atkins says, “Now we’re taking that to our clients. Because Dubber has worked so well for us, we can share our experience to sell more.”

There is a massive migration to cloud-based products, particularly with the growth in hybrid and remote working. He says: “It’s become essential for small to medium businesses to move on-premise solutions into the cloud – and Dubber being a cloud solution is an important selling point.”

Atkins, like Cleary, is drawn to Dubber’s simplicity. He says being able to simplify technology for his customers is a large part of what BizPro does. “The responsibility is on us to make sure we are offering the best vendor solutions. Offering a complete solution gives us the best opportunity with clients. We try to simplify everything for our clients.”

Conversations with leading service providers reveal common themes.

• How do we increase margins  at a time when lower yield UC services are an increasing part of our overall sales?
• How do we deliver value from heavy infrastructure investments like 5G?
• How do we differentiate our services and create new sources of value?

Answering these questions often started with new offerings running over the top of the network. Could we offer streaming services? Could we sell applications? Could we bundle tangential services – like contact centre software?

The answers to these questions lead to a new set of issues. Costs and complexity of sales and marketing increased. Margin was small and elusive. Service and maintenance costs escalated as the Service Provider often became the first point of contact for issues related to third-party services. And, because often what was offered elsewhere, differentiation was weak.

The net result was more money was made by those running on the network, with value accruing to them and not the Service Provider – and the Service Provider incurred the costs of running the network.

“There is probably no other industry that has contributed more in the last 25 years to the welfare and productivity and expansion of economies as the telecom sector. … And you are right. We have not been able to capture a significant part of the new value chain.

… Today roughly 56 per cent of the capacity of the network—of the European networks in this case—is being used by only five over-the-top [OTT] players that pay nothing for the use of the network.”

José María Álvarez-Pallete López ,chairman and CEO of Telefónica S.A. and board chairman of GSMA, Mckinsey Journal, 2022

In the network is the answer.

Service Providers are increasingly scaling back non-core over-the-top service offerings, reducing cost and complexity and returning their focus to extracting the value from services in the network.

This shift in focus is increasingly centred on one of the primary reasons networks exist – conversations in all their forms: voice, video, and text. Rather than simply focusing on monetising the connection that makes the conversation possible, the question is how to turn those conversations into a source of value for the customer and Service Provider.

A new generation of network-embedded services unlocks the ability to turn conversations into data and render that data meaningful through AI, machine learning, and natural language processing.

Imagine a Cisco Webex meeting taking place and the actions automagically summarised in a branded widget exclusive to a Service Provider and their customers. Or a crucial moment in a conversation between a tradie and their client being transcribed and summarised in a text for the tradie to share with other workers on the job. How about a customer satisfaction app unique to a Service Provider summarising customer satisfaction ratings from that day’s service calls, keywords, and agent performance?

Before today, doing any of this required heavy-weight enterprise applications, complex integration and a myriad of increasingly complex services.

Today, this is possible thanks to a new generation of network native services, instantly provisioned and integrated with the Service Providers’ billing engines. The workloads and costs associated with legacy transcription services are replaced with new services concentrating on where the conversations’ value occurs. And critically, the resulting data becomes a customer magnet, reducing churn and creating a foundation on which any number of new innovative services can be created.

Unlocking the value of the network starts in the network. It is the first place to begin improving revenue, retention and innovation.

Service Provider Trends Outlook 2022.

Why Enterprises Are Looking to Switch Service Providers in 2022 – And What You Can Do to Stop It. Explore all the findings in Service Provider Trends Outlook 2022.

May of 2022, Medicare & Medicaid Services mandated specific compliance and recording changes that go into effect on October 1st 2022. During the enrollment period, Medicare & Medicaid Services will require all supplemental insurance sellers to record and retain all marketing and sales conversations for 10 years.

Under the Affordable Healthcare Act, the Centers for Medicare & Medicaid Services (CMS) ruling progresses its strategic vision of expanding access to affordable health care and improving health equity. The ruling will affect and support the 53 million Americans enrolled in Medicare health or drug plans and their healthcare providers.

“This spring, Centers for Medicare and Medicaid Services (CMS) announced Final Rule CMS-4192-F. Part of this ruling requires Third Party Marketing Organizations (TPMO) (TPMO definition includes organizations and individuals, including, independent agents and brokers) to record all sales and marketing interactions in their entirety, including plan enrollment, with beneficiaries that take place over the phone. This applies to all current and new Medicare Advantage and Medicaid beneficiaries. Agents are also required to maintain these recordings for 10 years. Please note that we’ll be requesting the required call recordings when we perform our sales audits.” – Premera Blue Cross

Among these changes, the ruling notes:

CMS is finalizing changes to marketing and communications requirements that will protect Medicare beneficiaries by ensuring they receive accurate and accessible information about Medicare coverage.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

A common theme emerges in our conversations with service providers – how to drive differentiation from the massive investment in new technology such as 5G and Unified Communications while at the same time increasing revenue and EBITA performance.

The answer is in the network – in every conversation. That’s why we’re excited to be at Mobile World Congress, Las Vegas, showcasing how the Conversation Cloud and Dubber platform can deliver data-rich insights gathered across any platform on any device. Adding AI to every end-point unlocks revenue, retention and differentiation.

Gartner predicts that “By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk.”

This supports the demand for call recording and conversational intelligence we are experiencing today. Differentiation is critical to driving revenue and retention. Unlocking the insights hidden within conversational data exposes opportunities for improving CX, EX, productivity, training, expedited dispute resolution, and areas where revenue is lost.

We are unlocking this significant market opportunity with our more than 175 service provider partners.

See us at booth W2.910, where the Dubber team will demonstrate how the Dubber platform is modernizing over 175 service providers’ approaches to recording by unifying content and data from all end-points and enriching every conversation with AI-powered Conversational intelligence. Don’t miss out!

Come by and receive a demo! We’ll have all the usual conference fanfare – great prizes, a sentiment analysis game, and a great magic act that you will have to see to believe!

So if you are attending #MWC22, visit the Dubber team for a chat and a demo on how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments. You don’t want to miss this!

“We’re in a really significant wave of change,” says Andy Lark, CMO of Dubber. As ever, according to Lark, the economics of change quietly move the more visible technology of change. The need for companies to grow revenue and to improve revenue, are causing them to look for, and in some cases, to allow for, technology advancements that can enable them to achieve their goals.

In this podcast, Lark stresses the accessibility of those improvements and the centralist of the SP. Cloud communications, cloud computing, AI and ML, are delivering technologies that were once available only to the world’s largest technology companies to now be available to the local veterinarian.

“What if there was no gap,” speculates Lark about the way that sales teams often ignore sales tools such as CRMs. Events, ideas, and comments are literally lost, and a valuable, well-intentioned sales process is undermined.

Now, according to Lark, there’s the possibility of recording and capturing events, ideas, and comments in a way that really works with the personas of the people involved. SPs looking to monetize opportunities, need to take a close look at these possibilities for their customers. Lark tells us that productivity improvements can be sold but it must be tangible. Being able to give back a customer the lost time he now dedicates to making meeting notes is an example of this sort of offering real world gains.

Listen to the full podcast

Discover how you can record calls, monitor breaches and store conversations in the cloud – all while being compliant. Download the Dubber call recording compliance checklist now.

In a world of Zoom and Microsoft Teams calls, it’s essential to stay on top of call recording compliance. Legacy, location specific call recording systems are in the past. The world has adapted to a new way of working, but the compliance rules and regulations remain the same.

Download our call recording compliance checklist to:

• Learn what unified call recording is and why it’s essential
• Meet regulations like AML/CTF, RG271, Hayne Royal Commission bills, HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more
• See how Dubber AI can proactively mitigate fraud and compliance risks
• Learn how to achieve continuous compliance – whether your employees are texting, calling or messaging
• Understand how storing your call recordings in the cloud can make accessing recordings easier and prepares you for legal hold requests

Many of the people who deal with Hinchinbrook Shire Council are not comfortable with connecting online. “That means they are more likely to use their phones to contact the council than go through online channels”, says Emma Prior, the council’s administration services team leader. **

“We use Dubber Call Recording for our main customer service centre. Our rates team and the regulatory compliance team also all have their phones recorded. We use the recording to deal with contentious issues – we get a lot of ‘he said, she said’ with our customers. We use the recordings to back us up.”

She says the move to call recording came from when the council would do rates debt collection.

“Part of our process is to place reminder calls to home owners. But people would deny they were called or claim that they had missed the call and there wasn’t a message.

“Now we can say: hang on, we have this recording to show that we did speak to you or leave a message on a particular date. That was the driver for getting recordings in the first place, from there we have gone on to use it in other areas.”

Prior’s team deals with a variety of calls. “Rates are the main ones, then there are roads, animals and cemetery enquiries. Hinchinbrook also handles food licensing. We get all sorts of things, we field things that aren’t even council matters.”

Information services manager Steven Veltmeyer says there are 20 Dubber Cloud Call Recording licences at the council.

He says; “Until now we have operated as separate divisions, but we are in the process of centralising all incoming calls to go through our main customer service centre. Now that we are rolling out Microsoft Teams, it will be easier to keep control of these calls”.

Hinchinbrook Shire Council was the first council in Queensland to roll-out Microsoft Teams as its sole solution and the first in the state to use Dubber Cloud Call Recording on Teams.

Dubber delivered significant revenue growth and increases across all key metrics in the 2022 financial year (FY22) reflecting demand from service providers for new sources of value. Dubber’s core strategy, to create value for services providers through unified recording and conversational AI as a core network service, adds incremental revenue, retention and differentiation based on meeting the needs of every user of business communications services globally. 

FY22 Performance Highlights & Key Metrics (pcp)

• Substantial organic growth in all core business indicators
• Capital raise of $110m at $2.95 per share in July 2021; business objectives fully funded
• Completed integration of Notiv and Speik acquisitions – expanding commercial opportunities
• Investment in the AI and NLP capability on the Dubber platform to meet customer demand
• Extended relationships with service providers; expansion of Foundation Partner program
• Expanded global footprint; key executive appointments in technology, product and sales capability

28 July 2022 Melbourne, Australia: Dubber Corporation Limited (ASX:DUB) (‘Dubber’ or ‘the Company’), the leading unified call recording and voice intelligence platform to telecommunication service providers globally, today reports its 4Q FY22 Appendix 4C and Quarterly Activities to 30 June 2022.

4Q FY22 Highlights

• Annualised Recurring Revenue (ARR) increased by $5m QoQ to $59m (+51% pcp)
• Operating Revenue increased to $10.3m1, up 12% QoQ (+41% pcp)
• Total annual revenue increased to $36m1, up 75% on the previous financial year
• Cash receipts for the year were $29.9m, up 48% on the previous financial year
• Gross Margin on current revenues exceeded 70%
• Dubber subscribers exceed 580,000 (+38% pcp)
• Cash on hand at 30 June 2022 was $84.3m
• Dubber is fully funded and continues to invest in contracted and future growth with a focus on winning new service providers and expanding organic growth of users via the Dubber platform
• Appointments: Sarah Diamond (to be appointed) as Independent Non-Executive Director; Michael Abenhaim, SVP, Americas

We are thrilled to announce that NUWAVE is now a Dubber Foundation Partner – and as of August 1st, 2022, we are taking off on NUWAVE iPILOT 2.0!

NUWAVE has 20+ years of delivering first-class communications services to customers worldwide and provides an intuitive, all-in-one solution for Microsoft Teams Telephony and Voice Service.

As one of the only global certified value-added resellers (VARs) in Microsoft’s Operator Connect Accelerator Program, NUWAVE has developed a unique provisioning and lifecycle management system for Microsoft voice users called iPILOT. The services suite allows service providers and enterprises to quickly and easily deploy Microsoft Teams Voice services including rapid migration, provisioning, capacity management, support, integration, and analytics.

Microsoft Teams has more than 270 million monthly active users, and NUWAVE is one of the fastest-growing providers of Microsoft voice services in North America. Steve McGovern, Dubber’s CEO, sums it up perfectly: “NUWAVE is an outstanding partner that has ‘cracked the code’ with Microsoft Teams Voice services.”

What this partnership means for you

As a Dubber Foundation Partner, Dubber Unified Conversational Recording (UCR) and voice data services are now integrated into iPILOT 2.0 and available to all NUWAVE clients as an entry-level solution at no cost. Now NUWAVE customers can easily harness the power of Dubber to unlock valuable information and insights from conversations across voice and video, all without the need for expensive hardware.

“We are excited to be partnering with Dubber.  Dubber’s unique scalability fits perfectly with our view of what cloud voice users, enterprises and service providers are demanding.  By integrating Dubber into iPILOT, we’re able to build on our iPILOT platform and provide service providers with extremely valuable, margin enhancing services that in return will help their customers extract even more value from their voice and video calls. “

–Mark Bunnell, NUWAVE COO

Moving forward, NUWAVE and its partners will work with Dubber to introduce customers to richer and more comprehensive conversational recording and AI solutions. This will make it possible for customers to address a broad range of business needs by unlocking valuable information and insights from conversations across their voice and video calls.

So what are you waiting for? Turn on Dubber on iPILOT 2.0 today!  

Check out the full NUWAVE partner announcement here.

Melbourne, Australia, London, UK, Dallas, USA – 26 July 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) announced that it has signed a Foundation Partner agreement with Nuwave Communications, Inc. (NUWAVE).  NUWAVE, based in Las Vegas, Nevada, is one of the fastest growing providers of Microsoft voice services in North America and a key player in the Microsoft Operator Connect calling program.

Dubber Unified Conversational Recording (UCR) and voice data services are now integrated into iPILOT and available to all NUWAVE clients from August 1.

Microsoft Teams has more than 270 million monthly active users, making it the world’s fastest growing and most popular business communication suite. NUWAVE is a global communications and cloud platform as a service provider with a focus on simplification, automation, and innovation. They continue to provide many industry-first solutions which facilitate customer cloud communication adoption.

Steve McGovern, Dubber CEO: “NUWAVE is an outstanding partner that has ‘cracked the code’ with Microsoft Teams Voice services. They attack and remove complexity at every level, making it simple and easy for service providers and enterprises through iPILOT to quickly get the most out of their Microsoft Teams environments. They are an ideal partner for Dubber as we both work to enhance customer value and revenue for service providers in their Teams deployments.”

“We are seeing continued momentum for our Foundation Partner model in which Dubber’s unified conversational recording platform is embedded as standard, providing immediate and accretive revenue to both ourselves and our partners.”

Mark Bunnell, NUWAVE COO: “We are excited to be partnering with Dubber.  Dubber’s unique scalability fits perfectly with our view of what cloud voice users, enterprises and service providers are demanding.  By integrating Dubber into iPILOT, we’re able to build on our iPILOT platform and provide service providers with extremely valuable, margin enhancing services that in return will help their customers extract even more value from their voice and video calls.”

As a Foundation Partner, NUWAVE will provide partners and customers with the option to instantly provision access via iPILOT to Dubber’s industry-leading conversational recording capabilities as an entry level solution at no cost to NUWAVE customers and partners.

NUWAVE and its partners can then choose to work with Dubber to introduce customers to richer and more comprehensive conversational recording and AI solutions to address a broad range of business needs by unlocking valuable information and insights from conversations across their voice and video calls.

Dubber supports differentiation and revenue opportunities for service providers that continue to scale their voice services to enterprise, SME and government customers on Microsoft Teams. Dubber’s Unified Recording and Conversational Data and AI services enable compliance, training, customer service, dispute resolution and remote workforce enablement without the requirement for hardware or capital expenditure.

As a unique platform provider and carrier in Microsoft’s Operator Connect Accelerator Program, NUWAVE has developed a powerful provisioning and “lifecycle” management cloud based platform for Microsoft voice users called iPILOT.  The iPILOT platform allows carriers, cloud service providers and enterprise organizations to quickly and easily deploy Microsoft Teams Voice services including rapid migration, provisioning, capacity management, support, integration and analytics.  It automates for both Direct Routing and Operator Connect capabilities while also providing support for carrier hosted SBCs (session border controllers), on-premises SIP trunks, and “bring your own Network” for carriers and operators.

About NUWAVE:

NUWAVE is a global communications and cloud platform as a service provider with a focus on simplification and innovation which continues to provide many industry-first solutions which facilitate customer cloud communication adoption. NUWAVE’s iPILOT platform enables automation, provisioning, and analytics for cloud communications, and helps to improve upon the UC voice management experience.  NUWAVE’s iPILOT™ and SYNTHESIS™ platforms together can provide Carriers, CSPs or SIs with a turnkey, globally scalable solution to offer an industry leading Cloud Phone BYOC program for their partners and customers. To learn more about iPILOT™, SYNTHESIS™ and NUWAVE, please visit www.NUWAVE.com or www.iPilot.io.

About Dubber:

Dubber enables service providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention, and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified conversational recording – embedded at the heart of over 170 service provider networks and services and used daily by over 500,000 subscribers worldwide.

​​

For more information, please contact:

Investors:
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media & Investors
Tanya Thomas
tanya.thomas@dubber.net
+61 (0) 474 470 405

USA Media
Lauren McNamara
lauren@guyergroup.com
+1 914.610.0221

EMEA Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

Claims specialists working for global travel insurance assistance provider Cover-More Group, in Australia, use Dubber call recording for auditing, compliance and legal purposes.

Cover-More provides medical and risk management assistance to people travelling for business and pleasure. It has offices in 15 countries and is part of the Zurich Insurance Group. The business deals with millions of customers every year.

Peter Valdes, who leads Cover-More’s global telephony and unified communications team, says Dubber call recording is available on demand to every member of staff. The company uses it to record all non-contact centre calls across the business. The main user is the Claims Team: people working in that team have it switched on permanently.

He says Cover-More had previously used on-premise-based call recording but when the business moved to Cisco Webex it wanted to give the Claims Team its own call recording system. Kytec, Cover-More’s integration partner, recommended Dubber because of its ability to integrate smoothly with Webex.

While the Claims Team is based in Brisbane, having call recording in the cloud means team members could work from home or from the Sydney office.

“The Claims Team records all calls,” Peter says. “This protects the customer as well as ourselves. That way any information we get over the phone can be relied upon if there is a dispute or if incorrect information is provided.”

“The team leaders use call recording to listen to any call that a staff member flags as concerning or suspicious. If we deny a claim because of inconsistent statements, we may need to rely on the recording as evidence of this if the customer disputes our decision.

“We also provide transcripts for any call when it is requested.”

Cover-More is a complex business, Peter says.

“We have two main business units: travel insurance and medical assistance. Thousands of calls come into our contact centre each day.”

The details of all the customer calls are input to Cover-More’s CRM system.

Peter says he uses Dubber himself to record calls on his work phone.

“I think it’s great. The portal is simple to use. Finding calls is straightforward; you look for the time, date and who picked up the call, then hit play. You can tag it for later or download it.”

Longer term Peter plans to look at integrating Dubber with other systems and at ways of making the information captured in Claims Team calls available to other business units.

Want to learn more?

Having Dubber available on Cisco Webex Calling meant one of South America’s largest petroleum company could confidently migrate its communications while enhancing its ability to meet the ever growing compliance mandates through unified call recording and conversational intelligence.

One of South America’s largest petroleum company, and a member of the Fortune Global 500 list, needed a compliant and intelligent solution for recording calls and conversations.

Traders working there take important incoming sales calls from buyers and deal with other business partners.

As part of a global business, it is important to stay in regular contact with the business’s headquarters in South America. Availability is vital, a missed call can mean losing valuable business.

They needed unified call recording in order to comply with Europe’s MiFID II directive. The directive requires businesses to keep good records of transactions to show they have acted in the best interests of their clients at all times.

Bernhard van der Linde, the managing director of their local technology partner ADTS, says that when it looked around for the best combination of telephony and unified call recording to meet the company’s compliance needs, it found Dubber and Cisco Webex were the best fit.

The customer consulted ADTS as its trusted technology partner and after due diligence made the decision.

He says Cisco Webex is the best tool for this work. Their employees can make calls on any device; whether phone calls, video conferences or online meetings. Webex Calling gives them the flexibility they need to move around and allows them to stay connected at all times, even when not in the office.

Van der Linde says “Dubber’s strong Webex integration was the key. It could be installed seamlessly without any disruption”.

He says ADTS finds Dubber to be an easy solution to offer customers because it is recognised as the leading brand, ticking all the boxes and very much a safe choice.

This was underlined by the installation process. Van Der Linde said: “it was super simple, our engineers exchanged data, switched on recording and it just works. We gave employees an initial training and showed them the online resources available from Dubber. That was it: job done.”

Per MiFID II, the customer must store all records safely for seven years and be able to find and retrieve individual calls at any time. Van der Linde says Dubber is ideal for this as it offers unlimited usage and storage, and never archives calls so everything is available to be easily searched and played back instantly.

He went on to say, ““We already knew Dubber and were pleased to be able to use them with Cisco Webex. The migration to Webex with Dubber was easy and without disruption, best of all we know our client has access to the best tool we know for managing MiFID II compliance requirements”.

Want to learn more?

Having Dubber available on Cisco Webex Calling meant one of South America’s largest petroleum company could confidently migrate its communications while enhancing its ability to meet the ever growing compliance mandates through unified call recording and conversational intelligence.

One of South America’s largest petroleum company, and a member of the Fortune Global 500 list, needed a compliant and intelligent solution for recording calls and conversations.

Traders working there take important incoming sales calls from buyers and deal with other business partners.

As part of a global business, it is important to stay in regular contact with the business’s headquarters in South America. Availability is vital, a missed call can mean losing valuable business.

They needed unified call recording in order to comply with Europe’s MiFID II directive. The directive requires businesses to keep good records of transactions to show they have acted in the best interests of their clients at all times.

Bernhard van der Linde, the managing director of their local technology partner ADTS, says that when it looked around for the best combination of telephony and unified call recording to meet the company’s compliance needs, it found Dubber and Cisco Webex were the best fit.

The customer consulted ADTS as its trusted technology partner and after due diligence made the decision.

He says Cisco Webex is the best tool for this work. Their employees can make calls on any device; whether phone calls, video conferences or online meetings. Webex Calling gives them the flexibility they need to move around and allows them to stay connected at all times, even when not in the office.

Van der Linde says “Dubber’s strong Webex integration was the key. It could be installed seamlessly without any disruption”.

He says ADTS finds Dubber to be an easy solution to offer customers because it is recognised as the leading brand, ticking all the boxes and very much a safe choice.

This was underlined by the installation process. Van Der Linde said: “it was super simple, our engineers exchanged data, switched on recording and it just works. We gave employees an initial training and showed them the online resources available from Dubber. That was it: job done.”

Per MiFID II, the customer must store all records safely for seven years and be able to find and retrieve individual calls at any time. Van der Linde says Dubber is ideal for this as it offers unlimited usage and storage, and never archives calls so everything is available to be easily searched and played back instantly.

He went on to say, ““We already knew Dubber and were pleased to be able to use them with Cisco Webex. The migration to Webex with Dubber was easy and without disruption, best of all we know our client has access to the best tool we know for managing MiFID II compliance requirements”.

Sarah Diamond will join Dubber’s Board as a Non-Executive Director, bringing a wealth of international experience in business and technology to the company.

Peter Clare, Dubber’s Chairman, said the Board is delighted to welcome Diamond, and the appointment will help drive the growth and future success of the business.

“Sarah brings a wealth of experience and capability relating to a multitude of key areas in which Dubber is focused. We look forward to working with her as we grow the company’s profile globally,” Clare said.

Sarah Diamond is a recognised global executive with deep experience in the financial services, technology, consulting and regulatory sectors. Over the course of her 30 plus year career, Diamond has worked with most major banks, Wall Street firms, exchanges, and regulators. A global leader, Sarah has led teams across cultures and time zones in Europe, the United Kingdom, China, Japan and the U.S.

As the Global Managing Director, Financial Services at IBM, Diamond managed a $10B P&L and was responsible for helping top 50 global financial services clients embrace digitization to grow their businesses while creating customer value within the rapidly changing regulatory, business and technology landscape.

Additionally, she served as Vice Chair of the Advisory Board of Directors and senior advisor to the Chairman and CEO of the Promontory Financial Group, an IBM company.

Prior to joining IBM, she served as senior vice president in charge of capital markets at KPMG, after launching her career in international banking at Chemical Bank in London.

Download the full ASX Announcement below.

Dubber Corporation Limited (ASX:DUB) the leading conversational intelligence and unified recording platform for service providers and their customers globally, today released its Annual Report to Shareholders for the year ending 30 June 2022.

Our recent research with AT&T showed that 72% of businesses lack a clear hybrid-work strategy. The findings also show other sentiments and challenges around Covid-driven hybrid working, including lack of innovation, insufficient oversight and cultural shifts.

But. Hybrid work will be the default by 2024. Half of the work will be performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite.

Artificial intelligence and machine learning were identified as the leading transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning and conversational help.

AI is a great example of the dilemma facing most service providers – how to monetize a transformative technology – does this opportunity get left to those running on the network – or, can AI on both the end-point and in the core of the network usher in a new era of conversation-based services?

Address the challenges at the network level

The issues emerging in addressing both AI and Hybrid Working as opportunities are challenged by macro issues: Businesses and consumers increasingly relate more to the app or service than the businesses that made the conversation possible – as a result, even the new 5g opportunity is relatively undifferentiated. Without new services and innovation based on AI, differentiation is unattainable, resulting in churn – a dependence on price and packaging, and balance sheet impacts from decreasing revenue and margin.

The question is will the shifts increase the value of the network to you, the Service Provider? Empowering increasing ROIC, revenue, retention, and differentiation; will they open opportunities for innovation for the service provider, allowing for innovation-powered differentiation?

Or will they deliver a more powerful platform to others? Those running on top of the network have shown us that revenue doesn’t return to the source of where value was created. But what if there was a way? This is why we started Dubber – not just to record calls but to deliver value from the network from our Platform.

Delivering on the promise and value with the Conversation Cloud

The new conversational era will be powered by the Conversation Cloud – the one place conversations can be retained, refined and AI-enriched to create value. Many of you who know Dubber may gravitate towards thinking that we are a call recording company… and that is understandable. The platform, however, has been designed to match the philosophy, namely that capturing the conversation should be from the source of that conversation – the network. Call recording, as tangible as it is, was only ever going to be the start. You’ve all heard the word ‘platform’ after the term ‘cloud’; it is the most overused and over-abused term in our vernacular.

That’s what Dubber is, a single global platform that enables service providers to deliver features at scale anywhere across the network. Features that enable value to be created from any conversation on the network, features that unlock content insights, features that enable the prospect for innovation, features which can create new and needed experiences for customers, and features that drive revenue from the source of their creation – the network.

Dubber is not your typical ISV partner, looking for re-sale partnerships with all the challenging sales motions that that entails to ultimately deliver unilateral value around our own detached technologies and customer base. We believed that the focal point needed to be the Service Provider for two key reasons: Firstly, because we believe that that would provide the best customer experience, and secondly, that would drive value throughout the supply chain. To do that, we need to be on board with you in every sense.

Solutions delivered to you should enhance the value of the network through differentiated services, not monetize the network at your expense. Those solutions should be burdenless, deployed with simplicity and scale, on with a click and integrated easily with provisioning and billing. And that they must unify applications and end-points, so conversations – text, video, mobile, UC could be accessed and enriched in one conversation cloud.

And that this could enable endless AI-based innovation opportunities for service providers with minimal CAPEX.

Reimagining the value of the network starts with reimagining the value of a conversation. And that begins with unlocking the value of content. Network operators generate an average of 10 to 15 per cent of their revenues outside of core connectivity; the type of services we deliver have the potential to double that. And this increases further when the customer adds other communications services to the Conversation Cloud.

The monetization opportunity is immense. Take any conversation – serve new applications – native widgets and or notifications. Let me give you a few examples of what we see as an exciting opportunity.

The emergence of new network services

We launched Notes by Dubber at Mobile World Congress. Deployed at the heart of a Service Provider network, users now get any meeting or call transcribed, turned into actions, with highlights and more. Enabling users to review meetings that they weren’t able to attend on the way home and easily share highlights for action by others.

The use cases run across all demographics, from consumer through to small businesses and enterprises. For example, say, on a mobile network, I could get a text nudge following a call with all the key actions from the call. Or a reminder of a meeting I committed to during the conversation to drop onto my calendar. Or perhaps my service and mobile might come with an app that quickly flags to me customer and employee sentiment for that day and gives me snippets from customer calls I should know about. Let’s say I’m a major bank, and I might have provided to me by my Service Provider a fully integrated compliance reporting dashboard that gives me total visibility into calls that potentially breach policies.

Or a simple search console that enables me to pull up highlights, a recording or a transcript of any conversation across the business. That same application would prove invaluable to HR, dispute resolution teams, or customer service managers. All of this is possible today. And this is just the start of a new era in which every conversation is a source of value for the service provider turning the network into an innovation factory with endless new services created and deployed with minimal CAPEX investment.

In most media industries, there is a well-known saying that content is king when it comes to future value. The networks which you operate contain an enormous amount of content that, to date, remains untapped. Every day, huge amounts of calls or conversations go across those networks and disappear into a vacuum. Others land on third-party infrastructure and applications where they are monetized independently of the service provider. One key question is how quickly can that change?

Reimagine the value of your network today

‘Speed to market’ is a familiar imperative that is identified by analysts and management alike. The Dubber platform is ready to go, as are primary revenue-generating applications which can deliver that content in the network.

What if this took months, not years and what if revenue flowed in days? And what if it did that without traditional CAPEX and OPEX burdens? We see an incredible opportunity to help to redefine the value of every network through the Conversation Cloud and Dubber Platform. It starts with a new form of partnership between companies like Dubber. One where we all benefit from increasing the value of the network and expressing the life of the network and conversations in new ways.

Customers are going to benefit from it; more than that, they are going to require it and what better way to serve it to them than directly from the network.

by Bill Bennett

Service providers have an opportunity to recapture the value in their infrastructure.

Telecommunications technology changes fast. Telcos and other service providers face ever-increasing infrastructure investments to stay competitive. Upgrading mobile networks to 5G or building fibre to the premise needs more capital.

Each year they spend hundreds of billions of dollars. There is no let-up in sight.

Meanwhile, there is no corresponding revenue rise. Customers get more data and faster data with each passing year although the price they pay remains steady. They get more reliable connections. Traditional telecommunications companies around the world built networks that millions turned to when they had to work from home.

When they look at the future through a traditional telco lens, they see few opportunities to add value.

Competing with free

Moreover, the value-added services telcos were able to sell in the past are now given away for free.

Technology companies provide free or low-cost digital services running on top of fixed-line and wireless networks, often, but not always, funded by advertising sales.

Take the free messaging offered by Facebook, Google and Apple. It can be advertising-supported or as a lure to sell hardware or other digital services. Zoom, Teams and Webex replace telco-provided video conferencing. The list of free or low-cost over-the-top services goes on.

Streaming video, music and gaming are other classes of over-the-top services that rely on networks built and maintained by telcos

To rub salt in the wounds, over-the-top companies continue to clock up record revenues and enjoy high margins.

Meanwhile, telecommunications experiences flat to decreasing revenues, increasing capital outlay requirements and reducing opportunities to differentiate.

Telco share of the online digital universe is decreasing

When comparing telcos to these tech companies the numbers make for sobering reading. The profits of the world’s top 25 telcos has fallen 46 percent. Their share of revenue is down 40 percent. Their share of the market cap dropped 60 per cent.

Meanwhile, the likes of Google, TikTok and Zoom are heading in the opposite direction. It’s no coincidence that Apple and Microsoft are among the world’s most valuable companies.

The telco sector’s long-time fear of becoming little more than a series of pipes could soon be reality. There’s irony in this: none of the new value the over-the-tops generate would be possible without the networks. They are the enabling technology.

There are other challenges. Governments around the world have different regulatory goals, but their rules often work to increase competition, which in turn keeps margins low. It’s not unusual for telcos in a contested market to compete all the profit away.

The logical conclusion of where the markets are heading is that telcos have lost the battle for opportunities on the network. However, things are quite different if we look in the network.

The opportunity is in conversations & content

All the extra value created by over-the-top companies comes from conversations. People and businesses need to communicate with each other. It remains as valuable as ever.

For over-the-top companies, those conversations take place on top of the network.

There is another set of conversations with untapped value. We’re talking here about the millions of conversations people have every day when they make voice calls on their mobiles or fixed-line phones through traditional telecommunications networks.

These conversations take place in the network.

Each of those conversations could hold as much value as those taking place on the over-the-top services. They represent an opportunity for telcos to win a much higher average revenue per user.

Moving beyond connectivity

Telcos have found it hard to move beyond connectivity in the past. There are huge barriers. Over-the-top players are not restricted by national boundaries, networks inevitably are.

The skills needed to develop and market digital services were expensive and hard to attract to firms unable to distribute start-up equity or offer seemingly unlimited career opportunities. That’s less the case today, skills are more widespread and, thanks to the cloud, technologies often need less complex integration.

Tapping into the conversations that take place in a network is one set of opportunities beyond connectivity. Other trends have potential.

Organisations with large on-premise call centres are shifting to cloud-based systems. They need flexibility and to be able to support new modes of working including home-based call centre staff.

Bigger than connectivity

Connectivity services typically deal in large numbers: customers serviced, call minutes, data traffic and so on. The numbers can be equally large beyond connectivity.

And unlike connectivity, where the number of customers is at saturation point, the market for in-network services holds huge growth potential. The examples are endless:

• Deployed at the heart of a Service Provider network, Dubber Notes users now get any meeting or call transcribed – turned into actions – with highlights and more. A user can review meetings I wasn’t able to attend on the way home and easily share highlights for action by others.
• Another service might deliver a text nudge following a call with all the key actions from the call. Or a reminder of a meeting I committed to during the conversation to drop onto my calendar.
• Or, mobile services might come with an app that quickly flags customer and employee sentiment for that day – and provides snippets from customer calls a manager should know about.
• A major bank could receive from their Service Provider a fully integrated compliance reporting dashboard that gives total visibility into calls that potentially breach policies. Or, a simple search console that enables them to pull up highlights, a recording or a transcript of any conversation across the business. That same application would prove invaluable to HR, dispute resolution teams, or customer service managers.

All of this is possible today. And this is just the start of a new era in which every conversation is a source of value for the service provider – turning the network into n innovation factory with endless new services created and deployed with minimal CAPEX investment.

Many of today’s business challenges are best dealt with from in-network services

Many businesses face challenges that are best addressed by value-added services telcos can offer from within their networks. There’s an ever-increasing compliance load, especially of those companies operating in and around the finance sector where record keeping becomes critical.

Conversational intelligence is an ideal way to capture the necessary information. It makes sense to do that at the network level. It makes even more sense for capturing and mining the conversations in the Network to take place in the Cloud where vast amounts of data can be stored safely and securely.

AI opens the door to a new frontier

Moving from connectivity services to capturing vast amounts of conversational recording data opens the door to new frontiers with even greater potential to disrupt and reshape telco business models. Voice call recordings already enable AI technologies like sentiment analysis, where customers can instantly read reports on how customers respond to conversations.

Understanding this opportunity changed our orientation at Dubber from the utility of call recording to the creating a platform that will enable value to be created from any conversation on the network – to enable the content on the network to unlock new sources of innovation and the creation of new, needed experiences for customers.

We believed that the majority of providers looking to enhance the value of the network had it wrong and we would get it right – and that the focal point needed to be the Service Provider:

1. Solutions delivered to you should enhance the value of the network through differentiated services – not monetize the network at your expense
2. Those solutions should be burdenless – deployed with simplicity and scale – on with a click – integrated easily with billing and provisioning
   And that they must unify applications and end-points. So conversations – text, video, mobile, UC – could be accessed and enriched in one conversation cloud.
3. And that this could enable endless AI-based innovation opportunities for service providers with minimal CAPEX

Mining the gold in the network starts with native services the Service Provider can monetize and provides the pathway to increased revenue, retention and differentiation.

Download the case study to learn how Surf Life Saving NSW can focus on the mission of saving lives with Dubber call recording and AI.

Learn how Surf Life Saving NSW:

• Gathered crucial evidence with accurate and immutable records of all calls for coronial enquiries and investigations.
• Saved critical time with automatic transcriptions of every call that can be copied and pasted into incident reports saving critical time.
• Used AI-powered sentiment analysis to identify calls needing further review, and listened to recordings for staff training.

Melbourne-based enterprise tech solutions provider Rubicon 8 uses Dubber to understand immediately how customers react to help desk support – without asking them to fill in post-call questionnaires. 

Rubicon 8 General Manager Pat Bombardieri says his company uses Dubber to understand managed services team performance.

“We specialise in providing ICT solutions to enterprise organisations, helping them leverage their technology to unlock their business potential. We have a wide delivery framework, and one of the things we do is manage our customer’s IT infrastructure, handling all the support for their desktops and their servers.

“There is a team of engineers sitting on our help desk. Some work remotely and some work in the office, taking phone calls from customers and providing them with support over the phone.

Rubicon 8 uses Dubber running on Cisco Webex to record and store all the support phone calls. After a call ends Dubber’s artificial intelligence gives managers an indication of how that call went.

“It tells us if the customer went away happy or not. The AI does the evaluation and we get a notification in the form of a smiley face when the call went well and a cross face if it didn’t.”

Pat says this replaces the previous system, which involved sending our customers evaluation surveys after each call.

He says: “This was a manual process, and our customers found it monotonous. We know they have to fill in lots of surveys from other people they do business with and we didn’t want to keep adding to this.”

This method meant a lot of work for Rubicon 8. There could be 150 requests each day, across 50 or so customers. Analysing survey responses and pulling reports together was a full time job.

From Pat’s point of view, the purpose of the surveys was to understand the customer experience and to unearth what could be improved.

He says: “The AI in Dubber, ticked that box for us. It gave our team leader the opportunity to know immediately what happened. If we see something that indicates a customer was frustrated, a manager can go in and listen to the call and have a coaching conversation with the engineer.”

“Nobody likes it when their technology isn’t working, so when our customers call for support, the way we manage their experience is key to our business. We need to know if they are waiting too long on the phone when they call, or if they are not happy”.

After seven months using Dubber to monitor help desk calls, Pat’s team identified an issue where people who were working from home because of Covid were using the help desk for support with their home computers. Home computers are not covered by Rubicon 8’s service agreements. He says: “We don’t manage home computers because we can’t access and control them. We don’t know if they are safe and secure.”

These calls were taking up engineers’ time, but were not in Rubicon 8’s management agreements.  Pat says this isn’t something that he would have learned with manual surveys, but it became apparent after listening to calls. This allowed the team to adjust and remind customers which devices are covered with helpdesk support, allowing Rubicon 8 to boost engineer productivity.

Did you catch Dubber on CommsDay?

Recently, James Slaney, Co-Founder and COO of Dubber, sat down with Grahame Lynch from CommsDay, to chat about the challenges Communication Service Providers are facing and how they are uncovering hidden value on their networks thanks to the power of Dubber.

“Service providers are telling us they have traditional issues such as differentiation. There are growth problems. They’ve got pressures with churn of customers. They’ve had massive investments in 5G and growing those networks and delivering; how can they leverage those investments and dragging the revenue or the benefits of those networks.” – James Slaney, Co-Founder & COO Dubber

Why Service Providers are turning to Dubber to unlock value from network conversations

Against a backdrop of regulatory and supply disruption, changing customer behaviours and tech innovation, service providers are under constant pressure driven by a need to differentiate mobile offerings, shifting value pools and profit erosion, resulting in decreasing returns on invested capital.

Dubber hits that sweet spot for Service Providers globally; as a network-grade service that’s embedded into the network. Dubber addresses traditional telephony, mobile networks, and Unified Communications services, unifying voice data and delivering insights, actions, and meaning from not only singular conversations but within departments, business functions, and the enterprise as a whole. Critically, Dubber network-native services enable service providers to unlock new revenue streams through conversations on their networks.

When, where and how conversations occur has changed

The conversational era is upon us. Gartner estimates that by 2025 – 75% of business conversations will be recorded and analysed for business intelligence and decision making. Covid has accelerated Hybrid work resulting in an explosion of end-points, conversation modalities and the imperative for businesses to digitise.

Despite the changes in where, when, how and on what device or platform conversations happen, the service providers’ network infrastructure underpins it. With the benefit of Dubber, service providers can orchestrate and enable customer, people, revenue, compliance intelligence, and dispute resolution by unifying voice data with AI, all from natively embedded services within the heart of the network. Dubber empowers service providers to position themselves to deliver and capture value answering their need to differentiate, create new value pools and retain customers.

The Dubber difference driving Service Provider differentiation, retention & profit

As a sticky product with cloud-native infrastructure and scalability that can be switched on with a click, over 170 service providers worldwide partner with Dubber to provide value for customers in a network-native, simple to deploy and flexible, innovative service.

The Dubber Difference:

• Embedded as a service and connected at a network layer – highly resilient and telco-grade platform
• Deliver differentiated services and accelerate innovation
• Increased revenue from an in-demand service – Near-instant time to market and revenue-generating from day one – Dubber is highly profitable, margin accretive
• Increased retention
• Requires no CAPEX neither for you (the CSP) nor for end-customers
• No unnecessary cumbersome installations required
• Intuitive cloud-native, easily accessible and modular
• Backed by comprehensive support (support, helpdesk, security)
• Tap into innovative capabilities such as NLP, AI & ML

Speak to us and learn how we enable service providers to unlock the potential in their networks.

Download the whitepaper by leading telecommunications industry analyst firm Cavell Group, to discover the key trends impacting service providers and what every service provider needs to do next.

As Cisco’s leading partner for Unified Conversational Call Recording and Voice AI, we’re looking forward to participating in Cisco Live from June 13-16 in Las Vegas as a Collaboration Village Sponsor.

This is your chance to see the only preferred native and embedded call recording solution at Cisco Live. Dubber is native as a standard feature in Webex Calling Multi-Tenant and Dedicated Instance – an immediate benefit to every customer and a pathway for every Cisco Partner and Seller to drive richer Dubber solutions with a click.

We’ll be demoing Dubber, showcasing case studies and have great prizes and gifts waiting. Come on by!

Dubber is proud to be the most complete recording solution on all major Cisco platforms. With Dubber, Cisco customers across all industries now have the opportunity to unify conversational data capture and analytics, revealing the critical insights largely left untapped within voice, video, and chat.

In response to the new reality of hybrid-working, the unification and capture of all communication is vital to the transformation of enterprise working models and in delivering advanced functionality to drive innovation and collaboration across organizations.

For Cisco customers, the Dubber platform drives innovation, revenue, and retention as a hyper-scalable and instantly deployable secure cloud-based solution. With just a click of a switch, users can securely share and unlock meaningful insights and actionable intelligence enriched with conversational metadata and unified in the Dubber Conversational Cloud.

Here are some of the highlights of what you can expect from Dubber at Cisco Live:

1. Speaking session by Adrian, Di Pietrantonio, Co-Founder and Executive Vice President of Global Platforms & Partnerships at Dubber 
   • Join Adrian in the Collaboration Village on Wednesday the 15th of June at 3:30-3:45 pm for a session on how Voice AI can address the challenges associated with hybrid work and unlock valuable insights for your business.
2. Visit the Dubber kiosk & chat with a voice data expert
   • Visit us at the Collaboration Village, CL11 – E&F, and speak to one of our experts to learn how Cisco’s preferred private and compliant recording solution can be turned on and used in your enterprise.
3. Loads of prizes are up for grabs!
   • Don’t miss out on the chance to receive a free demo of Dubber on Cisco’s major platforms and go into the running to win Dubber merch or an Apple Airtag!

So, in the spirit of the Cisco Live 2022 event tagline “ALL IN”, we’d love for you to join us and go ALL IN with Dubber at Cisco Live. Come see us at the Collaboration Village, CL11 – E&F, from June 13-16 to learn more about how Dubber can optimize your business by helping to ensure compliance mandates are met, improve customer and employee intelligence, reduce revenue leakage, expedite dispute resolution and turbocharge productivity. You don’t want to miss this!

Book a face-to-face demo of our platform or a meeting with one of our senior executives at Cisco Live. We look forward to seeing you there!

5 reasons why every Admin needs to turn on Dubber on Webex Calling

Dubber private and compliant cloud call recording is a native feature of Webex Calling, easily provisioned by any Webex Customer Administrator. More than half a million businesses and users (globally) have been using Dubber to record their crucial business conversations.

Are you the Control Hub Customer Admin?

Call recording insights are now considered imperative in achieving better business outcomes. Organisational leaders are looking for an edge, whether that’s better use of voice data or an increased ability to glean insights and intelligence from every business conversation.

Webex Calling customer administrators now play an essential role in enabling their business and users to unlock the value in every business interaction and power conversational intelligence at scale. With a predicted 75% of conversations being recorded by 2025 (Gartner), the trend is set to stick.

So how does Dubber on Webex Calling stand up against competitors and enable businesses of all sizes to achieve business outcomes? Here are five reasons.

5 reasons you need to switch on Dubber on Webex Calling for your business:

1. It’s FREE. Zero additional set-up cost. Zero additional hardware.
All Webex Calling users have access to Dubber’s enhanced cloud call recording capabilities at zero cost covered in their Webex Calling subscription. You can eliminate the cost of legacy call recording solutions today and simplify the pathway to unlocking the benefits of conversational insights and AI.

2. Natively embedded, instantly provisioned and intuitive onboarding
Dubber is the first multi-tenant call recording solution born in the cloud that’s natively embedded into Webex Calling. Dubber is securely interconnected to the Webex Cloud, making it simple, automated, and instant to switch on through Webex Control Hub. Admins have complete control and easy user management. Admins can effortlessly provision 1 or 1-thousand users or leverage dedicated customer success experts for support, including an intuitive concierge-level onboarding experience for admins.

3. Enhanced cloud call recording for business needs
All Control Hub admins need to do, is switch on call recording in Control Hub for their users. By doing that, they enable enhanced compliant cloud call recording capabilities for all Webex Calling users. All recordings are centralised in the Dubber portal with unlimited call recording, replay and download with 30-day storage. Dubber on Webex Calling users will have the ability to record, pause/resume and record on-demand on mobile or the Webex app (Desktop/mobile).

4. Centralise your voice data compliantly – Built for Hybrid (Webex Calling & Webex Dedicated Instance)
As an Admin, if you’re managing the transition from UCM on-premise to Webex Calling, you can use Dubber to meet all your call recording requirements. With Dubber, cloud call recording is compliant, secure and unifies your voice data in one platform. This approach enables a streamlined hybrid experience and management for you as the Administrator.

5. Dubber is a Cisco Solution Plus Partner
As a Cisco Solution Plus partner, Dubber has long been a trusted vendor across the Cisco ecosystem. For this reason, Cisco is Dubber’s first partner in the Dubber Foundation Partner program. The partnership unlocks for all Webex Calling & Webex Dedicated Instance customers a tailored, securely embedded and compliant cloud call recording, bringing a best of breed capability as a stand feature. For Webex Calling customers and customer Admins, the experience has been designed with ease of adoption and simplicity in mind. This makes Dubber the most complete recording solution available on all major Cisco and Webex platforms.

Interested in learning more?

Dubber on Webex Calling is making cloud call recording easier and more accessible for businesses to unlock the value of their rich conversational data. To learn more, get in touch with us here.

To compliment Dubber on Cisco, Dubber also has a range of solution packages purpose-built to solve Compliance, Customer, People and Revenue intelligence outcomes powered by Dubber’s voice-ai platform. Reach out here for a tailored demo.

Lights, camera, action!

We’re proud to announce our debut ‘Blockbuster’ sponsorship of Gamma’s 2022 Roadshow, ‘Gamma at the Movies’. This year’s theme is, ‘Mission Possible: Making new markets’.

Dubber is changing the economics of legacy on-premise call recording, opening up new opportunities for revenue growth, customer retention and product innovation with the Unified Call Recording and Voice Intelligence platform.

We’re excited to showcase the Dubber solution to Gamma channel partners up and down the country in June and showcase how they can start to 2X the value of every deal with compliant cloud-based conversational recording and voice AI.

• Tues 14th June – Vue, Glasgow Fort, Glasgow
• Wed 15th June – Vue, Salford Quays, Manchester
• Tues 21st June – Cineworld, NEC, Birmingham
• Wed 22nd June – Vue, Cribbs Causeway, Bristol
• Tues 28th June – IMAX, Waterloo, London

Innovate your UC offering and increase your ARPU today with Dubber – see you at the show!

Who said what? Dual-stream recording on MS Teams is a way to end not knowing – critical for hitting compliance mandates within organisations. When dual-stream recording is switched on, call recording quality goes up.

Benefit: More accurate transcriptions, leading to better conversational intelligence insights

Benefit: Discrete record of who said what, even when both parties are talking at once

When a conversation happens on Microsoft Teams – whether it is a Teams-native platform conversation, or an Operator Connect call via Microsoft Teams Calling with PSTN integration – dual-stream recording can be your default option with Dubber.

How dual-stream recording for Microsoft Teams works on Dubber

Dubber’s dual-stream recording on Microsoft Teams records two audio separate streams – one for the host, one for the participant – in stereo recording. 

On calls with more than two participants, the host speaker is recorded on one channel, with the other participants on the second channel.

In Dubber transcripts, the recording is then broken down to show the host as Speaker One (Left) and the participant as Speaker Two (Right). This also aids in transcription accuracy. When replaying recordings in their audio form, the host or speaker one will be reflected in the left headset channel and the participant or speaker two will be reflected in the right headset channel.

Why dual-stream recording is critical for compliance

In compliance activities, it is imperative that internal speakers’ words are captured succinctly, and always extracted as that person. Speaker identification through AI, such as in our Notes by Dubber application, is a handy tool, however for absolute knowledge of who said what, without the chance of misidentification, a dual-stream capture provides immutable proof. This also eliminates cross-talk, which can confound understanding and recall.

Example case: ASIC’s Best Interests Duty RG 273 obligations

Under ASIC’s Best Interests Duty RG 273 obligations, mortgage brokers must be acting in the best interests of the customer at all times. With Dubber, dual-stream recording can ensure the broker’s conversations are recorded and transcribed with full attribution and separation, plus stored and recalled for as long as is necessary.

Example case: FINRA Rule 3110. Supervision

Under FINRA Rule 3110, a system must be set up to supervise associated persons for compliance with applicable securities laws and regulations. This includes “review of securities transactions that are reasonably designed to identify trades that may violate the provisions of the Exchange Act, the rules thereunder, or FINRA rules prohibiting insider trading and manipulative and deceptive device.” By using Dubber’s dual-stream recording, this makes it easy to instantly review and recall conversations, even based on keywords or particular people.

Try dual-stream recording on Microsoft Teams to meet compliance mandates

Dual-stream recording is available now on MS Teams. Head to Microsoft’s AppSouce to get Dubber Unified Call Recording for Microsoft Teams or download our guide: How to ensure compliance on Microsoft Teams.

5G is here and the opportunities for generating growth on provider networks are immense. As a new study by Juniper Research suggests, “revenue generated from 5G services will reach $600 billion by 2026; representing 77% of global operator-billed revenue.”

The study highlights multi-device subscriptions as a critical focus, and points to an increasing explosion of devices and data communications.

Another driver of 5G services is the need for organisations to effectively communicate and collaborate under a now pervasive hybrid work model, where “AI & ML was surveyed to be the #1 enabling transformative technology.”

Where can communications service providers expect to see new opportunities?

The possibilities of 5G mean far lower latency, and higher throughput on networks. What this means is that applications running on 5G can be far richer in experience for users than what’s possible on 4G.

A big component of this will be collaborative work across the globe – across voice, video, and chat, with apps that can support AR and intelligence overlays. How, when, where, and why we communicate in our business and personal lives will be key.

“93% of business leaders agree that communication is the backbone of business” – The State of Business Communication, Grammarly

If every major communications service provider has 5G, and needs to charge more to support this investment, the question remains: “How do we create differentiated services that not only demonstrate the power of 5G but also drive switching and adoption?”

Boosting ARPU with conversational intelligence

“Flat/declining ARPU is making it more important than ever that CSPs target their network investments in areas with the highest potential for sustainable growth and optimal return on investment (ROI).” – Planning today for the networks – and revenue opportunities – of tomorrow, Infovista

“For service providers, this marks a critical turning point in translating the power of the data coursing through networks to true value – both in ARPU and for their customers.”
– James Slaney, COO, Dubber

Dubber’s network-embedded conversational intelligence capabilities that analyze and give insights across voice, video, and chat, make it an unparalleled opportunity to help organisations do hybrid work effectively on 5G.

Service providers have unprecedented data flowing in the content on their networks – and it’s largely untapped. 5G will result in an exponential data explosion and it’s up to service providers to capitalise on the value of that data.

A crucial key to unlocking the value of data on 5G is in transforming conversations on voice and unified communications services into data. Notes by Dubber does just this – driving revenue, retention, and differentiation. Unlike many applications built purely for end-users, Notes By Dubber starts as a core network service – instantly embeddable and scaleable.

Get in touch to learn more about how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments.

“The Pandemic has forever changed the trajectory of the work environment. CxOs understand this but culture, processes and technology are not yet mature enough to meet the expectations of today’s workforce.” 

– 2022 Future of Work Study, Incisiv

Corporate culture is an intrinsic part of every business. When caring and order reign, and teamwork, trust, and respect are present, the workplace thrives. When company culture starts going south, employee engagement, loyalty, and retention rates go down, and conflict goes up. It’s a slippery slope, and many businesses have found it difficult to maintain a strong corporate culture in the shift to hybrid work.

Sustaining company culture is one of the top challenges facing businesses today in the shift to hybrid work. Why? Because distance and lack of modernised technology have caused friction in the workplace, which has led to a decline in satisfaction with company culture overall.

“Only 56% of C-suite executives believe they have been able to sustain their organization’s culture while working in a distributed working model”

– 2022 Future of Work Study, Incisiv

Service providers can help bridge the gap that has emerged in company culture by offering solutions that monitor and assess employee wellbeing across distance.

“Companies with strong culture achieve three times higher total return to shareholders than others.” – McKinsey, 2020

Dubber’s conversational analytics empowers businesses to bridge this gap – with insights into employee engagement, satisfaction, and connection collectively across the enterprise, as well as drilling down to the team or individual level. It’s a chance to put an end to not knowing. It’s also a chance to rebuild corporate culture to fit a hybrid work model, utilising the resources you already have to inform decision making. Dubber unifies conversations across all endpoints on phone, mobile, and Unified Communications platforms such as MS Teams, Cisco Webex, and Zoom for the full picture.

How conversational intelligence boosts company culture in hybrid work

• Know your people and teams with real-time sentiment analytics – by meeting, team or company-wide, whether in-person or online
• Replay, share and evidence crucial conversations to coach and resolve interpersonal issues based on exactly what was said in remote meetings
• Reduce meeting overload and burnout by enabling team members to quickly surface the parts of meetings relevant to them without having to attend the meeting
• Discover when teams are not communicating enough, to re-evaluate and reignite modern team-building practices

Service providers can enable their customers by offering Dubber as an essential service alongside their remote communications tool stack. Ask us how Dubber can help double your revenue on every endpoint.

Melbourne, Australia – 4 May 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) is pleased to announce that it has been awarded “Cloud Technology Supplier of the Year” by CommsDay, at the CommsDay Summit in Sydney today.

The CommsDay Summit is Australia’s peak service provider event, drawing over 300 delegates and speakers from the service provider industry and government. The summit returned to an in person event this year after a two-year hiatus due to the Covid-19 pandemic. Keynote speakers focussed largely on dynamic industry transition and presentations were provided by Dubber CEO Steve McGovern along with Federal Communications Minister Paul Fletcher, Shadow Communications Minister Michelle Rowland, ACCC commissioner Anna Brakey, TPG Telecom CEO Inaki Berroeta, Vocus CEO Kevin Russell and other key industry executives.

Steve McGovern, CEO, Dubber: “We are delighted to have been selected as the Best Cloud Technology Supplier by CommsDay’s Edison Awards. This award is further recognition of Dubber’s role as a truly global platform that is helping service providers and cloud communications platforms transform the way they think about, and deliver, their services. With leading service providers globally utilizing the Dubber platform, we believe we are uniquely placed to be able to help carriers add value to their network offerings in a completely new way, by taking advantage of the content and conversations that are traversing their networks.”

Dubber’s cloud-native recording and intelligence solution is built to be embedded in telecommunications networks and unified communications solutions globally, unlocking the potential in every conversation with AI-enriched conversational data. The Dubber platform has been adopted by over 170 service providers globally including Telstra, Optus, AT&T and BT.

Grahame Lynch, CommsDay Founder: “Dubber has emerged as a truly underappreciated national treasure: developing an Australian designed call recording cloud solution and successfully exporting that to 170 service providers across the entire world. They are an amazing success story.”

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation directly from the network. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors:
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

ANZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

EMEA Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

Read the transcript

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud platform which provides innovative world leading products directly via Service Provider networks, today released its report on the Company’s operating activities along with the Appendix 4C for the quarter ended 31 March 2022.

Highlights within the Quarter:

• ARR increased by $5.1m QoQ to $55.1m (62% pcp)
• Revenue for 12 months to March 2022 was $33.7m consistent with reported ARR at March 2021
• Revenue increased by $900,000 QoQ to $9.25m (40% pcp)
• Cash receipts increased by $2.9m QoQ to $8.5m
• Net cash outflows decreased by $7.1m
• Dubber subscribers exceed 540,000
• Launch of Notes by Dubber at Mobile World Congress
• Finalised multiple network UCR agreement with TDC Nuuday of Denmark
• Established core infrastructure for acceleration of future growth
• Dubber is fully funded with in excess of $97.5m cash on hand

Iain McCowan, Director of AI at Dubber on Natural Language Processing, speech recognition and how to overcome the issue of bias in this technology

Natural Language Processing (NLP) is a specific type of AI technology that allows computers to comprehend text and speech, similarly to how a human would.

The practical implications and benefits of this technology are significant to business success. Now, computers are able to process, analyse and understand a wealth of information, not just from written text sources like libraries or the internet, but also from spoken conversations such as business meetings. With this, for example, organisations can have meetings automatically transcribed, saving a huge amount of time and money.

Some examples of how the application of NLP – specifically in – can help a business succeed are through:Looking specifically at speech-to-text and analysis, there is a number of applications where this type of technology can support businesses.

NLP can analyse the sentiment in customer conversations in real-time, alerting managers to potential conflicts requiring assistance, or suggesting to the operator a different script to follow. It can also gather the most important or impactful topics and themes raised in a meeting and turn them into meeting minutes, including action items.

With the ability to gauge employee engagement in particular projects, the technology can either support staff who are less engaged or offer enablement to those most engaged.

Finally, by determining customer interest levels in different brands, products or services during conversations, businesses can gain market insight through the analysis of speech. Despite these significant benefits, one key issue with this technology is bias. To learn more, we spoke to Iain McCowan, Director of AI at Dubber who shared his insight.

Why are there issues of bias in NLP and speech recognition? How does it occur?

Modern NLP models are trained on large datasets, so ultimately most bias comes from any bias inherent in the dataset. With the USA being the most significant economy, and the place where many recent NLP technologies have been birthed, historically, there have been significantly more language resources for US English than any other language or dialect. This has meant that most speech and language technologies, to this day, still provide the best accuracy and richest features for US English users. Another bias factor that may be present in data is historical bias, in which older training datasets may reflect outdated society stereotypes or biases.

In recent years, the bias from training data has been addressed through two main approaches:

1. Collecting and improving the availability of more varied and up to date language datasets. An example of this is the Common Voice project by Mozilla.
2. Focusing research on methods that improve performance for low resource languages, such as so-called self-supervised learning to pre-train NLP models that can be used for a range of end tasks without needing large annotated datasets. This makes it easier to learn models for less common languages where there aren’t many available large annotated datasets. One example is XLM-R.

These approaches can be used to address not just language diversity, but also to reduce bias against any under-represented population.

How does bias manifest itself in speech recognition software? What are the implications?

Bias can occur in speech recognition and NLP within a business in multiple ways, due to natural variations in speech and language usage that arise from factors such as personality, occupation, education, age, gender, etc.

Fundamentally, the most glaring bias issue in current systems is when speech-to-text recognition software simply misunderstands the speaker, and the incorrect words are noted down – or missed completely. For all intents and purposes, if we are trying to do processing and analysis of the spoken word, this speaker has no voice.

There are many reasons that misunderstanding of a speaker can occur:

• If the is multi-language and the business lacks the same breadth of languages in speech recognition systems and NLP models. With 7000+ languages across the globe, to be equitable to all employees, clients, partners, and customers, a business must ensure their NLP solutions provide equitable coverage of all languages spoken within and across the bounds of their organisation.
• Regionally, there are different dialects and accents that are unique, from US to UK English, Spanish as a second language speakers, African-American Vernacular English, and even differences between states in Australia. The models used must accommodate for all these to accurately understand what was said by all speakers.
• Different gendered speakers, and also children and elderly speakers may also sound different, so models must include these.
• Speakers with speech impairments can be misunderstood, so models must be trained to accommodate these people.

What is needed to overcome and regulate bias in NLP technology?

For NLP technology providers, there is a need to improve the diversity in underlying training data, as well as increase research into methods to improve performance for low resource scenarios, such as under-represented languages, dialects, ages or genders.

Businesses that are clients of NLP technology can influence this by insisting performance reporting is done across a range of these demographic factors and by selecting NLP technology vendors based on their accuracy across the board.

To reduce bias for their employees and customers, businesses should implement continual monitoring of NLP accuracy to ensure they are always using the best set of NLP technologies to suit their circumstances. This is not just a one-time decision – continual monitoring is required.  For instance, the software can be used to alert on circumstances where a particular speaker is not making sense in the speech-to-text – a bias is occurring. By evaluating the speaker carefully, they can then seek to implement new models to accommodate them – and other people like them.  A simple way this is often achieved in speech recognition is for employees to read a script during onboarding so that the technology can better learn their individual voices.

Another recent approach to effectively addressing bias is through NLP systems that incorporate active learning loops. This active learning approach allows companies, teams or individual users to provide positive or negative feedback on NLP outputs that allow the models to then adaptively improve for their specific usage over time. This can mean each individual can control and improve the accuracy of systems for their own usage, giving them the power to eliminate negative bias.

By building in activities and automation that help remove bias in NLP systems, businesses can ensure they are engaging ethically with all speakers, allowing everyone to be truly heard. Sharing voice data sets publicly, stripped of proprietary information, can also help evolve language models to be more inclusive.

This article originally appeared in AI Magazine.

• Nuuday is Denmark’s largest telecommunications service provider
• Nuuday to deploy Dubber recording and AI for mobile and Unified Communications (UC)
• Nuuday to migrate existing recording users to Dubber platform
• Builds Dubber footprint across Nordics
• Service launching in Dubber Q4 FY2022

Melbourne, Australia – 23 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) is pleased to announce that its Unified Call Recording (UCR) and Voice AI platform has been selected by Denmark’s Nuuday for unified call recording and voice AI for mobile and unified communications (UC) customers.

Nuuday is Denmark’s largest telecommunications service provider, part of the national carrier TDC Group/ TDC Holding A/S. Dubber services will be available for TDC Erhvervs (a Nuuday brand) customers on their mobile and Unified Communications (UC) solutions in the first half of 2022. The deployment will also provide for the migration of all existing on-premise call recordings to the Dubber cloud platform, maintaining or exceeding compliance standards under legacy customer agreements.

Dubber UCR services will also be immediately available on TDC Scale, Nuuday’s Unified Communications solution for enterprise customers, while migrating existing recording services, and call recording data to the Dubber platform. This implementation will enable Nuuday customers to seamlessly add Dubber products to their existing Nuuday UC services while allowing for the rollout of additional Dubber solutions onto the TDC Scale service.

John Henriksen, CEO, TDC Erhverv: “Our new partnership with Dubber will provide a scalable and secure solution to meet our customers’ call recording requirements, across their mobile and Unified Communications services. Dubber’s solutions will easily integrate with our existing infrastructure and service offerings for all Danish businesses, reinforcing our ambition to constantly innovate to meet customers’ needs. With UC transforming the way businesses communicate, solutions like Dubber provide much-needed, secure and compliant functionality.”

Steve McGovern, CEO, Dubber: Nuuday is a recognised industry leader and one of the most progressive carriers in the European unified communications sector, with one of the largest customer bases on its Cisco/Broadworks UC network. We are delighted to be upgrading Nuuday’s existing recording installed base to the Dubber platform. These legacy services will now have all the inherent benefits of Dubber’s cloud platform, including fully compliant storage, search, transcription, and sentiment analysis – providing Dubber with an accretive increase to our ARR. Provisioning of the Dubber Platform across a broad addressable market will also enable Nuuday to utilise AI to transform data into valuable insights, driving revenue, retention, and differentiation. In addition, Dubber’s cloud-native, simple-to-deploy call recording platform provides Nuuday with an infinitely scalable solution that will grow as their customer needs grow.”

“Our agreement with Nuuday is another important milestone in establishing Dubber as the defacto call recording and conversational AI service for a telecommunications service provider. Through our innovative technology and partnering approach, we can deliver scale, carrier-grade performance and integration in the cloud, and the partnering model to enhance revenue for our service provider customers significantly,” added McGovern.

The Nuuday agreement will provide an accretive revenue stream for Dubber, with additional revenues determined by uptake of the services by Nuuday customers. This ASX announcement has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

As companies are announcing their return-to-office policies, it appears that the trend heavily leans toward the hybrid model. After two years of people working remotely, the hybrid model—understandably—seems like a practical way to ease into commuting and working in an office setting.

Solving compliance on Microsoft Teams

Businesses need to record their Microsoft Teams calls for various compliance reasons: including limiting liability, resolving disputes, and providing evidence of advice given, transactions, and trades.

Using Teams, shouldn’t mean compromising the compliance standards you set out to achieve or investing in more capital expenditure. The need for a unified and cost-effective approach to communication capture has never been more urgent.

What you’ll find inside

This guide will show how to create a secure, compliant and scalable system of record for every conversation – across Microsoft Teams and other communication channels in your business.

Learn

• Why compliance call recording is essential for Microsoft Team
• Why on-premise and hosted recording solutions aren’t viable post-COVID
• The 15 most important factors in choosing the right call recording solution for your needs

Are you ready for what comes next?

Download the whitepaper by leading telecommunications industry analyst firm Cavell Group, to discover the key trends impacting service providers and what every service provider needs to do next.

See What’s Inside

2022 will see the next major shifts in the global communications landscape. From a reassessment of the solutions deployed in the first wave of the pandemic through to the continued and rapid evolution business models to grow revenue, improve operating performance, and drive retention and differentiation.

This paper seeks to highlight key trends and potential paths forward for service providers.

Learn about:

• The key telecommunications industry trends including new and emerging competitors
• New ways to create value using a multipronged approach
• Emerging user trends driving new strategy such as fragmentation of communication

“Successful service providers will be driven by addressing short-term opportunities to seize untapped growth with a holistic approach to transformation.”

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 2 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) today launched the results of a commissioned research study by Cavell Group, identifying the top trends service providers globally will be focusing on in 2022.

Throughout all the trends identified in the Cavell report, the lasting impact of the global pandemic on service providers and their business operations are clear.  During the first wave of the pandemic, enterprises and carriers sought to rapidly deploy solutions to support remote access and business continuity.  Now, these efforts are being superseded by a second imperative as enterprises seek to improve “band-aid” responses and address a more permanent state of hybrid working.  In almost all areas of their business, service providers will continue to adapt to the dramatic changes in the workforce behaviour patterns that emerged in the global pandemic and will continue into 2022.

Major Trends Identified in the Report Include:

• The rapid rise of unified communications and a proliferation of communications channels have shifted the strategic planning of every service provider, increasing the pressure to create new sources of revenue and buttress margins, and to drive differentiation and retention
• Communication and collaboration solutions will continue to try and recreate in-person experiences. Distributed video, Unified Communication as a Service (UCaaS), Contact Centre as a Service, and CPaaS (Communications Platform as a Service) services will continue to be in high demand.
• Competition with hyper-scalers and OTT providers will intensify in 2022
• Compliance, security, governance, ransomware and risk mitigation solutions will drive a new wave of demand from enterprises as they look for ways to “tighten up” across all major infrastructure, including communications.  Agile service providers and managed service providers will look to meet these requirements with new and differentiated service offerings
• Extracting additional value from service provider data, voice data, and other analytics services will provide service providers opportunities to differentiate their service offerings

Steve McGovern, CEO, Dubber: “As service providers move into 2022 and transition beyond the severe impacts of Covid-19, a set of new trends are poised to reshape the service provider landscape again. Dubber believes that 2022 will be a pivotal year for the global service provider industry as carriers seek to grow and adapt to the changes brought on by the mass distribution of workforces of the last two years.  While the roll out of 5G services will continue to grab headlines in many countries, even bigger threats and opportunities exist that will remake what we view the traditional role of a service provider to be.  We are very optimistic that strong growth opportunities will be available for Dubber and our service provider partners as we drive voice data and new value-added services that will improve business outcomes for our joint customers in the year ahead.”

Matthew Townend, Executive Director, Cavell Group: “The first wave of the global pandemic rapidly accelerated unified communications and mobile, changing the service provider landscape materially. The second wave will not be the same, with enterprises looking to bolster solutions deployed in the first with greater security and compliance; adapt to hybrid working as a permanent way of working; and secure greater intelligence and compliance from content. AI and automation based on conversational data are new frontiers for service providers and represent a significant opportunity to improve revenue, differentiation and retention.”

Resources:

• Cavell Report
• Link to Dubber Blog

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

About Cavell Group:

Cavell Group is an EMEA-focused research, consulting, engineering and education services business with offices in Amsterdam, Brussels, London, and remote associates worldwide. Known as a leading provider of insight into the cloud communications and managed services markets, a key source of market intelligence for service providers, vendors and potential investors, Cavell Group was formed nearly 20 years ago, by a team of senior executives, who had been instrumental in building the early internet market both at UUNET and Level 3. Since 2003, the firm has delivered consulting services, research, due diligence and professional services solutions in over 50 countries worldwide. Cavell has built a strong reputation as leading analysts of the cloud communications market, providing strategic consulting and research in EMEA and the USA to service providers, vendors, manufacturers and private equity firms.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber and AT&Ts “The Future of Work” study highlighted that while many firms had responded to a shift in working models as needed, this had largely resulted in “band-aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it.

The resulting length of time working remotely is now driving a cultural and technology reset in business – to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.

1. Hybrid work the default by 2024: Half of work performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite.
2. Oversight of employees challenged: C-level executives ranked employee oversight, losing institutional/tribal knowledge and sustaining culture as the primary challenges.
3. Clear gap between C-suite and operational executives: Operational executives ranked onboarding, the lack of a comprehensive strategy, and technological debt as more significant than C-level executives.
4. Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model but 64% believe their organization prefers an on-premise work model.
5. Hybrid working strategy and policies are critical to talent attraction: 100% believe a hybrid work model will help attract young talent. 97% believe a hybrid work model will help attract new talent.
6. Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity.
7. Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model.
8. Hybrid working is impacting innovation and collaboration: Hybrid working seen as effective in driving productivity – 79% but not supporting innovation – 45% and impacting collaboration – 54%.
9. Conversational AI will make a difference: 71% believe that AI and ML in conversational help will have an important business impact.
10. AI & ML in conversational insights is transforming work: With the tech having a high impact on Employee Productivity, Customer Intelligence, Attracting New Talent, Revenue Leakage, Call Center Intelligence, and Retaining Talent.

DALLAS and Melbourne, Australia – March 1, 2022 — AT&T* and Dubber Corporation Limited (ASX: DUB) (Dubber) today announced the results of primary market research gauging executive and employee attitudes to COVID-driven hybrid working.

The State of the Industry: Future of Work survey was created to gain insights from senior executives regarding current and future work models, challenges posed under new working models, and technology accelerants to aid change in the way that businesses conduct work out to 2024.

The research shows hybrid work – a mixture of onsite and remote work – will become the standard operating model across industries by 2024. Striking results included:

• Hybrid work the default by 2024, half of work performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite
• Vast majority of businesses lack a detailed hybrid work strategy: 72% lack a detailed strategy and 76% don’t have the right key performance indicators (KPIs) to support hybrid working models
• Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model but 64% believe their organization prefers an on-premise work model
• 100% of respondents believe a hybrid work model will help attract young talent

2021 was identified as a redefining year in how companies conducted business with just 24% of respondents’ employees working onsite. Before COVID-19, these non-traditional work models were more likely to be viewed as employee perks.

Lack of workplace innovation, insufficient oversight, and cultural shifts were identified as three barriers to successful hybrid work, but participants believed they were not insurmountable. With investment in strategy, building culture remotely, and the application of technology – specifically AI – in critical business use-cases, firms can transition to a successful hybrid-first work environment.

The top challenges to effective hybrid work identified by CXOs include: maintaining employee oversight, losing institutional/tribal knowledge, and sustaining company culture – all traditionally highly associated with in-person work. Mass adoption of new work models has shown to be partially effective, with 79% of firms believing that employees have been productive, although not without resulting challenges, with only 45% confident in employee innovation throughout the period.

Artificial Intelligence and Machine Learning (AI/ML) were identified as the top transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning, and conversational help.

The research shows that while employee productivity is maturing, with high analytics adoption, other areas like revenue leakage and employee retention require further investment. A need for deeper analytics and insights – driven by AI – into both the customer and employee can be accomplished by mining and transforming data from remote conversations and interactions – to build new models of operation in targeted business functions.

Alicia Dietsch, Senior Vice President, AT&T Business Marketing: “There’s been a non-reversible shift in the way business is done thanks to the constraints of COVID-19. It’s clear that a successful talent program now requires a hybrid work policy, but that policy needs to be supported by a strategic tech-first cultural reset, to ensure business growth and competition. Firms need to ask themselves if they have the in-house expertise to achieve this, or whether it’s now time to go beyond a partner in remote infrastructure rollout to a partner in tech-first remote business strategy.”

Steve McGovern, CEO, Dubber: “We’ve taken the first steps into a ‘work from anywhere’ world. Removing employees from the workplace was necessary but creating distance wasn’t.”

“Our technology is served directly from AT&T’s networks as part of an AT&T service enabling organizations to capture every conversation and turn them into data and seamlessly share insights as desired. Knowing and understanding how employees are performing and, indeed, their general welfare can have significant impacts on how businesses manage this hybrid workplace environment. This can be achieved via immediate customer insight including, for example, real-time sentiment analytics. AI makes it possible to mine this vast treasure trove of information.”

“Businesses moved with urgency to distance employees. Now they need to do the same when it comes to deploying the tools needed to overcome distance. Closing the gap between a business and their customers and employees should be a priority for every executive and, it’s available directly from the AT&T service.”

Gaurav Pant, Co-Founder/Chief Insights Officer, Incisiv: “COVID-19 has been the single most transformative event in shaping the future of work. Attitudes towards working models have dramatically transformed over the last 24 months, and the “hybrid” working model will soon become default. Firms needs to upgrade their employee technology stack and undergo a cultural reset to prepare for this new normal.”

Research Highlights & Background: Hybrid Work = The New Way to Work

The Future of Work study highlighted that while many firms responded to a shift in working models as needed, this largely resulted in “band-aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it. The resulting length of time working remotely is now driving a cultural and technology reset in business – to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.

Additional research highlights include:

• Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity.
• Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model.
• Hybrid working is impacting innovation and collaboration: 79% believe hybrid working is effective in driving productivity, but 45% feel it does not support innovation and 54% see it impacting collaboration.
• Conversational help: 71% believe that AI and ML in conversational help will have an important business impact.
• AI & ML in conversational insights is transforming work: With the tech having a high impact on Employee Productivity, Customer Intelligence, Attracting New Talent, Revenue Leakage, Call Center Intelligence, and Retaining Talent.

The Future of Work study from Incisiv was conducted on behalf of AT&T and Dubber Corporation Limited (ASX: DUB) (Dubber), between October 2021 – November 2021. The survey comprised 303 US-based respondents, 87% above Director level, across five key industries, with 1M+ employees represented, and 34% with companies over $1B in revenue.

About AT&T Communications

We help family, friends and neighbors connect in meaningful ways every day. From the first phone call 140+ years ago to mobile video streaming, we @ATT innovate to improve lives. AT&T Communications is part of AT&T Inc. (NYSE:T). For more information, please visit us at att.com.

About Dubber

Dubber is unlocking the potential of voice data from any call or conversation directly from the network. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

For AT&T:
Andrea Huguely
+1 (972) 207-8630
Andrea.Huguely@att.com

For Dubber:

Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Hybrid work is here to stay, and will be the default working model by 2024. 

It’s official, there’s no going back from hybrid work. But are businesses truly ready to run effectively in a hybrid environment? In new research, it’s clear that employees are all for it, but enterprises are accutely aware they don’t yet have the right technology, strategy, and KPIs in place to do it effectively. This is a massive market for service providers to capitalise on – and is just the beginning.

The Future of Work, a new study by Incisiv, conducted in November 2021 on behalf of Dubber and AT&T, surveyed executives across a broad range of industries to uncover insights into the current state of working models, and where businesses will be in 2024.

In Covid-19 recovery, businesses have spoken. Current and future working configurations have significant gaps in employee oversight and talent attraction, revenue leakage, and compliance activities. The only way to resolve these issues is to implement data capture and intelligence across all work communications. This represents a unique opportunity service providers to offer the infrastructure to do exactly this, across the breadth of communications services.

Data capture, aggregation, and analytics across all mobile, UC, video, and chat.

Who else has the capability to offer a unified data capture and analytics solution across mobile, fixed-line, and Unifed Communications services – Webex, Zoom, MS Teams, and more? Service providers must step up to offer enterprises the solutions they need to effectively do business in this new normal.

Unlock new revenue streams by:

• Assisting businesses to deploy optimal hybrid work infrastructure and services
• Rolling out AI/ML solutions for communications platforms and services

Dubber and Notes by Dubber are available for fast deployment across services, embedded in service provider networks. Our cloud-native offerings mean zero CAPEX or product management for you, with sales and service support thanks to our team.

Many credit card processing solutions create serious PCI compliance risks for both consumers and businesses, leaving the door open for fraud, theft, and data leaks. However, with Dubber leading the industry in compliance and enterprise-grade security, a new solution is at hand for any communications on Amazon Connect, including contact centre, voice, IVR, and chat.

“Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.”

With our fully compliant technology, enterprises can feel secure that customers are not at risk of facing card fraud in payments — as a result, we are very excited to announce the launch of our new product, Dubber PCI Comply for Amazon Connect! 

As the first PCI DSS solution for Amazon Connect, Dubber PCI Comply will change the way businesses take payments forever — providing complete security and peace of mind for both the enterprise as well as their customers. Dubber PCI Comply enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms. Contact centres with Dubber PCI Comply on Amazon Connect can offer safer options that prevent customers’ credit card data from entering the enterprise environment, instead handling the data capture and processing via a trusted, secure third-party provider.

About Dubber PCI Comply – What does this mean for enterprises?

Dubber PCI Comply empowers businesses to facilitate simple, user-friendly and secure phone payments, ensuring that regulatory demands are satisfied and critical sensitive customer data is protected.

Businesses meet regulatory requirements and obligations around PCI DSS: 

Enjoy the benefits of knowing customers’ and internally sensitive business information is protected by Dubber PCI Comply. Seamlessly integrated into Amazon Connect, the solution adheres to PCI DSS compliance standards and prevents any sensitive card data from entering the enterprise environment.

“PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.” – James Slaney, COO, Dubber

Dubber PCI Comply to provide security amid customers payment information 

Dubber PCI Comply is a secure phone payment platform that’s PCI DSS compliant, VISA Europe approved, PCI DSS V3.2, ISO27001 and BS10008 certified, with the credentials to prove data is safe and secure.

Dubber PCI Comply is secure, simple and effective. 

Dubber sets the benchmark for secure payments— with integrations and deployments that are instantaneous and effortless, cloud-based data stored securely, and the flexibility of agnostic PSP or telephony. Confidently meet the demands of overarching regulatory systems to protect customers and businesses. Try out Dubber PCI Comply on Amazon Connect.

By Kennedy Pereira, AVP/GM Voice Transformation Practice, AT&T Global Business Solutions, via AT&T

Prior to March 2020, corporate human resources professionals and their bosses were in deep discussion about the next-generation workforce. This new group of workers were unique from other workers because they had different ideas both on what they valued and what motivated them in the workplace. Then, as a new reality hit for the world, these discussions ended. Workforce strategies that had been implemented were suddenly irrelevant. To complicate matters more, each month brought new challenges for how to manage employees in the remote… then hybrid, workforce.

Fast forward to January 2022. Considering all of the changes to manage – whether it’s been 1,000 or one million employees, corporate America has weathered the new normal well. But it’s also learning that even as day-to-day work slowly returns to its rhythm, the workforce strategies of the past no longer apply.

Incisiv, in conjunction with AT&T Business and Dubber, Inc., sought to understand how executives are planning to manage the workplace as offices re-open and companies return to standard operations. We conducted quantitative and qualitative research across five industries – retail, energy, healthcare, manufacturing, and banking/finance. Through this, we uncovered that that not only is a new way of work here to stay, but certain legacy thinking still exists among executives that’s contrary to what workers want. In addition, our research revealed that executives are struggling with how to protect corporate culture and maximum productivity in a way that also meets employee satisfaction in the new marketplace that’s more competitive for quality workers.

So, what does The Future of Work look like?

1. The Future of Work is hybrid – 

   A casual discussion at a neighborhood dinner party would likely reveal that some friends love working at home and never want to return to the office. On the other hand, others miss the structure and camaraderie of the office. Most people, though, want a mix of both. That “hybrid” mix is the prevailing workplace model that most business leaders foresee as the new standard. In fact, while the fully remote workplace model is expected to take a dramatic decline from 2021 (56%) to 2024 (19%), the hybrid model is expected to grow from 42% (2021) to 81% (2024).

   The difference between March 2020 and January 2022 is that in 2020, trends around the younger workforce were pointing towards the need to offer a more flexible work environment to attract and retain the best workers. In 2022, however, that applies to all generations of workers. In fact, a whopping 97% of respondents believe offering a hybrid model will help to attract better talent.

2. Companies are willing, but not ready –

   It was unprecedented how quickly the world, and the workplace, changed. Most companies did the best they could to keep operations going both for the business and the livelihoods of their employees. Now to keep the benefits of their efforts going in their own version of a hybrid model, they’re realizing there are a number of things to consider. For example, new communications strategies, new policies, and new technologies are needed. Also, how can a business maintain company culture when employees have little to no in-person interaction and are less social?

   Our research revealed that most companies have not addressed most of these issues, with 60%-75% of respondents stating that they haven’t put detailed strategies for a distributed workforce to address these issues into place. Because of this, it is no wonder that ‘maintaining employee oversight’ was the number one challenge cited for executives managing in a hybrid model.

3. Preparing for a future that’s already here – 

   The challenges company executives face continue to become more complex. Over the next 24 months, the new workplace will be a major contributor to that complexity. As a hybrid model takes hold, executives are looking to technology to help address and simplify some of this complexity.

   A good example of this is artificial intelligence (AI) and machine learning (ML). The benefits of these emerging technologies may not always be apparent in the short term; however, there are many opportunities for how they can help to better manage a hybrid workforce. In fact, according to our study, AI and ML are the top technologies that can drive positive impact in the new workplace. They’re also critical tools to enhance employee productivity.

   A word of caution, though. Companies need to make sure proper infrastructure is in place to maintain and support these data-laden technologies. It’s vital that IT leaders understand the collaboration, mobility, bandwidth, security, costs, and even power requirements needed to implement these and other new technologies.

Download a copy of the eBook to learn more and reach out to us to discuss our findings. We’ll share strategies and use cases to prepare and optimize your business for The Future of Work.

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber), the world leader in Unified Conversational Recording and conversational intelligence, today announced the ability to capture video recordings and perform advanced recording controls on Microsoft Teams.

Dubber video recording for MS Teams delivers certainty of recording on a single platform, real-time search, keyword analytics, and AI-enriched insights. The most advanced recording controls for Microsoft Teams give users greater flexibility and control when recording voice or video calls. The features include the ability to pause and resume recordings, record on-demand or selectively manage which types of calls or meetings are recorded.

James Slaney, COO, Dubber: “Businesses increasingly recognise default and basic recording solutions fail to meet their enterprise-grade requirements for security, compliance and data sovereignty. No other company offers the completeness, scalability and robustness of Dubber’s unified call recording and conversational intelligence capability as a Microsoft Teams certified service.

“Capturing video recordings adds critical context to knowing what was said, particularly as video has become a primary communications medium for every business driven by hybrid work.

“For example, every customer presentation captured, attached and connected to a CRM significantly improves revenue forecasting, sales coaching, training and more. For compliance intelligence, capturing video completes the requirement to know your customer and employees. The release of advanced recording controls provides flexibility and practical control for administrators and end-users to select the types of calls that are recorded and additionally to record on-demand or pause and resume recording.

“We are addressing the critical need for any service provider or reseller of Microsoft Teams to differentiate, drive revenue and increase retention,” added Slaney.

Feature release details:

• Video call recording: Capture and unify all your video calls, meetings and voice recording on Microsoft Teams in Dubber’s infinitely scalable Voice Intelligence Cloud. Affordable and flexible plan options start as low as $39.95 (USD) per user/month, with 100GB of storage included.
• AI-powered video: Enrich video recordings with AI to unlock best of breed Dubber AI capabilities such as intelligent keyword search, transcriptions, analytics, sentiment plus tone analysis and real-time notification and alerts.
• Pause-resume: Users can effectively pause and resume voice and video calls on mobile and desktop. When initiated, it results in the same consistent experience across the native app as well as calls using Dual-Tone Multi-Frequency codes (DTMF).
• On-demand: Once configured, when a call/meeting begins, it gets recorded only when the user presses the “record” button in Dubber’s app.
• Selective recording: Allows Administrator users to select which type of calls/meetings are recorded. The following call types will be supported at launch, including the ability to record all call types.
  • Record external parties (determined by users’ tenancy) only
  • Record meetings only
  • Record PSTN only

Dubber is experiencing significant demand from Service and Solutions Providers looking to differentiate their Microsoft Teams Operator Connect offerings. A report by the Cavell Group highlighted that as the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.

Relevant resources:

• Ready to unlock the power of conversational intelligence on Microsoft Teams? Head to Microsoft AppSource for an update to get all the latest Dubber control features.
• Dubber on Microsoft Team datasheet
• Learn more about Dubber on Microsoft Teams

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) a leading global solution provider of Unified Call Recording & conversational intelligence today launched Dubber PCI Comply for Amazon Connect. Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.

James Slaney: COO, Dubber: “Dubber’s aim is to deliver products that focus on speed of delivery and scale of the cloud. With the release of ‘Dubber PCI Comply for Amazon Connect,’ we’ve focussed on the key aspects and benefits of Amazon Connect for Service Providers, Enterprises and Contact Centres. Like Amazon Connect, Dubber PCI Comply for Amazon Connect is driven by our innovative and simple API integration, providing the ability to deploy PCI compliance across an organisation immediately.

“Service providers, Amazon and contact centre solution providers, can now deliver highly differentiated PCI-compliant payments solutions globally. Backed by Dubber’s proven cloud technology, support and carrier grade reliability, Dubber PCI Comply scales to address the needs of the smallest, or largest, call centre environments.

“With continued innovations like Dubber PCI Comply for Amazon Connect, we continue to innovate, delivering ever increasing opportunities for our partners – from service providers, contact centre solution providers and Amazon itself – to differentiate, increase revenue and drive retention. Inline with this, Dubber is continuing the innovation into PCI Comply, by expanding the supported platforms utilised by our Service Provider partners that have similar scale and integration abilities to Amazon Connect.”

Dubber PCI Comply for Amazon Connect masks the contact centre environment during transactions, including agents, enabling Payment Card Industry Data Security Standard (PCI DSS) obligations and requirements to be met. Served entirely from Amazon Web Services (AWS), Dubber PCI Comply can be used by any sized organisation globally and integrates with all payment providers.

Slaney added: “PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.

“Too many businesses rely on pause and resume technologies as a method of preventing card payment data from being stored. However, pause and resume does not satisfy PCI DSS compliance and carries significant risk. Dubber PCI Comply prevents the transmission and storage of any card data for Amazon Connect customers eliminating PCI DSS risk and removing the burden of storing sensitive customer payment data while enabling best in class customer and agent experience.”

Amazon Connect supports over 10 million contact centre interactions a day and is one of AWS’s fastest-growing services.

How Dubber PCI Comply works:

Dubber PCI Comply for Amazon Connect for the end customer enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms.

• The customer wishes to make a payment using a credit or debit card, and the agent asks them to type in their payment card details leveraging DTMF (Dual Tone Multi Frequency) codes using their telephone keypad. If the customer cannot use their telephony keypad, the solution can capture the payment information by voice using speech recognition technology while still maintaining PCI compliance.
• The agent remains engaged with the customers and the conversation, focusing on providing an excellent customer experience. As the customer enters their card details, the agent sees asterisks in real-time on the user interface.
• The card information is captured within the Dubber PCI Comply solution before passing it onto the Payment Service Provider (PSP). The agent is notified once payment has been approved or rejected.
• Without any payment card data to protect, businesses obligations to comply with PCI DSS are eliminated, risk reduced, without disruption to business workflows.
• Dubber PCI Comply works with voice, IVR & chat
• Available on the AWS Marketplace, prices start from £8.95 per user/month for PCI Comply for Connect and £11.49 per user/month for PCI Comply for Connect Plus.

Check out Dubber on the AWS marketplace listing.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Demand for Microsoft Calling and Teams solutions has never been higher. With the race on to meet demand, Microsoft Operator Connect partners need to move quickly to differentiate and meet the broader needs of customers.

“As the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.” Cavell Group

Four immediate opportunities exist for every Microsoft Operator Connect partner.

1. Differentiate with value-added conversational recording and voice AI

McKinsey put it well, “Telcos’ success will hinge on their ability to leverage data and deploy advanced analytics, AI, and automation at scale to drive new sources of growth and change the broader economics of the business.”

Service providers have an immediate opportunity to differentiate themselves in every Microsoft Teams deal by offering instantly available, infinitely scalable conversational recording and AI based intelligence that lives in the cloud.

2. Increase revenue by expanding the conversation with customers – address key use cases and business drivers

Gartner predicts that by 2025, organisations will record and analyse 75 percent of work conversations, enabling the discovery of added organisational value or risk.

Organisations are seeking insights from conversations to meet compliance requirements, improve customer experience, boost productivity, and increase sales and service performance.

Service providers can harness a multi-billion dollar opportunity and address a wide range of customer requirements with one conversational recording solution without the need to continually invest in multiple niche solutions.

3. Increase retention and reduce churn by creating stickiness with the unification of data and services on a common platform

Keeping customers is valuable. Research by Frederick Reichheld, inventor of the Net Promoter Score, shows increasing customer retention rates by 5% increases profits by 25% to 95%.

So how can conversational data help?

The number of connected devices that people own has doubled since 2019, to 25 per household. People now communicate across a growing communications landscape: mobile, Microsoft Teams, SIP connections, WhatsApp, Messenger, and more. With internal conversations, plus connections with partners and customers, there is a challenge for enterprises to gain visibility into all conversations from a single access point.

By capturing and unifying every conversation across multiple platforms, service providers can generate significant value for their customers, which in turn drives greater retention and stickiness to their services.

4. Modernise legacy call recording solutions, reduce CAPEX, and develop a stronger ROI model with modern conversational recording solutions

Legacy systems can cost organisations up to a 15% budget increase every year for maintenance. This is not to mention the high costs of staffing and the opportunity cost of not investing in emerging technologies such as AI.

Service providers can modernise their approach to call recording and remove costly legacy solutions. Cloud-based SaaS unified conversational recording and AI solutions have far stronger ROI models, meaning telcos can do far more with less investment.

Solutions that can be embedded into networks and that already integrate with critical infrastructure also add to compelling business cases for service providers.

The question every Microsoft Operator Connect partner needs to answer now is: Are you ready to differentiate and 2x your Microsoft Teams ARPU?

Dubber delivers an immediate advantage on every Microsoft Teams endpoint. Cloud-native and compliant, Dubber switches on with a click and is easily integrated with your current provisioning and billing engines. But the benefits don’t stop there:

1. First Microsoft Certified compliant unified call recording platform fully integrated with Microsoft Teams
2. Unify call recording from any eligible end-point – not just Microsoft Teams – increasing your footprint with the customer
3. Fully integrated cloud service, delivering the ultimate combination of reliability, scalability and security
4. Significant upsell revenue growth – we’ll provide the pathway to other revenue streams that no other provider can offer

With more than 75% of business conversations set to be recorded – and business drivers spanning compliance, revenue, people and customer intelligence, the time for Microsoft Operator Connect partners to integrate unified call recording and conversational AI is now.

Record growth in the 6 months to 31 December 2021

We are excited to be exhibiting the world’s #1 Unified Conversational Recording and Voice AI platform at Mobile World Congress 2022. Now is the chance to see our industry-leading solution in action; learn how to add voice data rocket fuel for mobile revenue with Dubber.

Five reasons to visit Dubber

• Your customers are demanding a network-embedded service for compliant recording and conversational intelligence that extends to every end-point – mobile, phone, video and chat. When your network is mobile, shouldn’t your call recording and AI be mobile as well?
• Your competitors are differentiating their portfolio and maximising the revenue and retention potential of every connection with Unified Conversational Recording and Voice AI. Make yourself stand out in a sea of UC sameness.
• Stop paying for legacy call recording. Dubber is the solution 160+ leading mobile networks and service providers are utilising to modernise and monetize their approach to call recording, unifying end-points and enriching recordings with AI to unlock a multi-billion dollar market opportunity.
• Deploy in minutes on your solutions. We’re the only preferred and native Unified Conversational recording solution on Cisco Webex Calling, can double your revenue on Microsoft Operator Connect, and embed easily in the widest range of communication solutions including MS Teams and Zoom.
• Boost productivity for your customers. Be among the first to see Dubber Notes in action; the digital meeting organiser and notetaker that integrates with all major online meeting and project management platforms to streamline meetings and drive employee productivity outcomes for your customers.

Schedule a 1:1 demo with the team

We have big prizes on offer when you schedule and attend a demo with the team at Mobile World Congress 2022

• 5x Apple AirPod Pros
• 2x Apple AirPod Max
• We also have a £1,000 travel voucher to put toward your next holiday when you complete our on-site survey

Comment from Andy Lark on the event:

“Our debut at MWC is a powerful opportunity for mobile network operators and service providers to get up close and personal with Dubber, to see how our solution helps accelerate innovation and retain more value. The power of native cloud-based voice recording, storage, and voice data across the breadth of your mobile and Unified Communications is undeniable. Schedule some time with us to create a blueprint to 2x revenue on every endpoint.”

Schedule a time with Dubber at MWC22!

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released its report on the Company’s operating activities along with the Appendix 4C for the quarter ended 31 December 2021.

Download the Dubber December 2021 Quarterly Activities Report below.

Voice calls are the main point of contact for Australian Military Bank members. The Bank uses Dubber call recording as an essential part of improving the member experience and compliance.

Here’s the backstory

Australian Military Bank is a member-owned mutual bank. Open to everyone, however, it provides specialist banking and finance services to Defence personnel and their families.

There are 14 branch locations across Australia and 11 internal Departments connected to Dubber CallN.

Head of Marketing Penelope Killick says the bank’s membership differs from other financial institutions. Many members serve in the Defence Force, they get deployed across Australia and may find themselves posted overseas.

She says: “We’ve got members who are always on the move. That’s why contacting via phone is so important. Our members may be deployed in places where they don’t have access to a branch. For these reasons, voice calls are the main point of contact for many members. It’s vital that we get it right.”

While the Bank has a central call centre in Sydney, many calls are either directed to branches or routed to them. The system can transfer after-hours calls in Eastern Australia to a branch in Perth. The contact centre team are able to handle many enquiries that might otherwise be a branch’s job.

Customer Experience is everything

Rizwan Dean, the Bank’s IT manager, says the Bank uses Dubber CallN for quality assurance, call recording and analytics. It allows staff to go back into calls, review a conversation, understand what members are talking about and identify their pain points.

He says: “We get a lot of information by listening to calls. Our conversations with our members tells us a lot about what they really want from us as their bank. We find Dubber is a very useful application.”

Killick says improving the member experience is a key priority for the Bank. “We can provide them with services to meet their requirements. We can help members particularly at the moment when Covid can mean circumstances may change”.

“Being able to log-in, and look at what is happening with member enquiries is important. We like having the ability to coach our staff in how to better respond to what are often unique requirements. And we find the tool useful when it comes to handling complaints, which is part of improving the member experience.”

Proactive Fraud Detection and Compliance

Dean says the Bank also uses voice recordings to detect and deal with fraud. Calls are easily checked if the fraud team suspects there is an issue or if a customer asks a staff member to do something fraudulent.

Another important related use is bank compliance. Australian regulators require the Bank to keep customer recordings for seven years. The recordings provide immutable evidence of every customer conversation.

As part of that process, auditors have the opportunity to review sample recordings and their own quality assurance checks. They provide reports to the Board and to regulators, to demonstrate they are meeting compliance requirements.

Cost Savings, Reliability and Productivity in the Cloud

Australia Military Bank’s dispersed network uses unified communications and that’s a natural partner for Dubber’s unified voice recording.

Dean says it means the Bank can use a single solution for all its recordings.

He says; “When I joined the Australian Military Bank one of the biggest pain points was that the Bank had to put physical computers and hardware at each site. These connect to our network and sit listening to voice traffic.

“The recordings were then uploaded back into the CallN portal. That was a problem because our branches are located at Defence sites. When there was maintenance, security work or patches on the Defence network, our branches would lose their connectivity. That meant we would have gaps in our quality assurance and compliance.

“Going to Dubber CallN cloud made our lives so much easier. That’s because it no longer matters where someone is dialling in from, even from mobiles, the recording happens at the Telstra gateway, not the branch.

“It means the gap is now closed. We don’t miss anything. It also means the overall hardware footprint and the capex is significantly reduced.”

The cost and productivity savings to the Bank are considerable. Previously every time a computer broke down, they’d have to replace it and send it out to the site and all machines required constant patching and upgrades to stay compliant.

As a result of the move to the cloud solution, they’ve eliminated the huge number of hours spent every month building and patching computers and guiding staff how to set them up on site.

Like to Learn More?

1. More Service Providers discover the value in adding data to their voice services

More service providers are adding Dubber to their networks and solutions than ever, with Dubber now on over 160 service provider networks. New partnerships this year include BT and AT&T, two of the largest leading service and solutions providers in the world, in moves that speak to the value of adding Dubber’s unified voice data service across the full suite of service provider endpoints and UC solutions.

“More service providers are driving revenue, retention and differentiation through voice services. Where the dominant revenue stream stemmed from making connections, the future will be based on creating value for themselves and their customers from the content on those connections.” – Russell Evans, Chief Revenue Officer, Dubber.

2. Business productivity in remote-first interactions got a significant boost

While the Dubber feature set continues to evolve to help end-users become more productive, of note this year was our acquisition of meeting force multiplier, Notiv. The AI-driven note-taking and action-item-generating software that sits in on meetings is hyper-focused on making meetings more effective and productive.

2022 will mark the year that Notiv becomes a key offering of service provider networks. Embedded as a service, capturing every conversation, and transforming it into meaningful insights. Note Taking will finally be automated, simple, and affordable. And an incredible source of differentiation for every service provider.

“AI can now touch every endpoint on a network – UC calls, mobile, and video. Every conversation has the potential to be augmented and enriched by AI unlocking insights and providing the data to power workflows and enrich other data sets. For too long conversations have been untapped and isolated to specific applications. By enabling AI to run, as a service, on every conversation service providers and businesses can tap one of the most important data sources in the world.” – Steve Wilson, Chief Technology Officer, Dubber.

3. Major Unified Communications platforms branch into new territory

Call recording was once a feature based on complex integration, high-cost storage, siloed applications, and management overhead. Today it is being delivered as a service at the core of major communications platforms.

Today, Webex Calling and Cisco Unified Communications Manager Cloud (Cisco’s enterprise cloud communications infrastructure solution) customers obtain Dubber basic cloud call recording solution for free – with enriched services available as an upgrade. Critically, this same service surfaces recordings, data, and insights from calls and conversations on other networks, such as mobile, providing customers with a single window into their conversational data, recordings and insights.

“Customers worldwide are responding to increased regulatory and compliance obligations for their businesses. Embedding tools, like Dubber call recording, as a standard service that is available to Webex users will help customers meet those requirements while enabling easy access to powerful advanced voice data services.” – Lorrissa Horton, Vice President and General Manager of Webex Calling and Online.

4. Hybrid-work staples gain a new service to help companies do business more effectively

Cisco Webex, Microsoft Teams and Zoom became dominant parts of every worker’s lives over the past year. And, a key offering from every service provider globally. Call recording as a feature was supplanted by call recording as a service – always on, requiring no management overhead or storage costs, and driving visibility into recordings and data across all services through a single window.

With hybrid work, employees still need to work compliantly, under the umbrella of management-sanctioned Unified Communications and enterprise mobility solutions. The recent fine of $200m metered out to JP Morgan – for violating record-keeping laws for employees using WhatsApp and personal devices for communications – speaks to the necessity of holistic solutions like Dubber for hybrid workplace control and compliance.

With a big 2021, it’s set to be an even bigger 2022 for Dubber, as we continue our mission to help service providers and end-users get the most out of every conversation.

With revenue streams and retention under pressure like never before, and customers demanding solutions for compliance, productivity and intelligence – the race is on to offer call recording and AI as a service in the mobile network.

Hybrid working has increased usage of mobile and rapid adoption of unified communications, such as Microsoft Teams, Zoom and Cisco Webex, for crucial customer interactions. This has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Behind the use cases that mandate call recording is the broader need to enhance productivity and harness the power of AI and data from a once untappable data source, conversations.

Applications such as Dubber’s automated note-taking – fuelled by native and cloud call recording – now make it possible to enhance the productivity of every worker through automated note-taking, AI-enriched insights, and connectivity to critical enterprise apps. Now an action spoken of in a meeting can be instantly captured, translated, and added to Asana as a task.

Mobile service providers are set to benefit from the drive to record. With Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, mobile call recording provides a significant market opportunity for service providers who already provide the network infrastructure for these conversations.

“Service providers instantly get access to a high-value recurring revenue stream that can well exceed $100m per annum. They achieve differentiation not just from the service but also from the new services they can deliver based on AI-enriched data sets. And, retention increased as the value of the service moves beyond just connections to how the service provider delivers value from the content on those connections. 5G in of itself, as an example won’t be enough to accelerate service provider growth. It’s the new ways in which 5G can be used – such as unified call recording – that will make the difference in 2022” – James Slaney, chief operating officer, Dubber.

The days of legacy call recording are over and don’t scale to record mobile and UC conversations. Hardware, services, siloed data and ever-increasing storage costs are being replaced with call recording and AI solutions delivered as a service, by Service Providers.

Dubber has recently partnered with Optus to deliver mobile voice recording and AI, an Australia-first, as a native feature of the Optus mobile network. As a result, Optus Enterprise customers have access to a cost-effective and complete recording and conversational insights solution across virtually any form of communication – including transcriptions, sentiment analysis, real-time search and more.

“Through our strategic partnership with Dubber we can now boost our customers productivity, visibility, and effectiveness. Optus’ Australian first native integration of Dubber into our mobile network allows participating enterprise customers the ability to unlock the power of conversational AI to push the frontier of how they care for customers, train and coach employees, resolve disputes and meet crucial compliance mandates.” 

Zorawar Singh, Head of Core Product, Optus Enterprise

It’s time to do more with every conversation on mobile networks.

• An Australian-first, native integration of recording on the Optus mobile network*
• Unified recording across any mobile device on Optus makes revealing insights simple, easy and affordable
• Conversational AI to boost enterprise productivity, intelligence, and compliance
• Available to all Optus enterprise customers now in beta program

Melbourne, Australia – 13 December 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber) is pleased to announce that its Unified Call Recording and Voice AI platform is launching on the Optus mobile network.

Delivered as Optus Mobile Voice Recording and AI – powered by Dubber, the product represents an Australian first with Dubber Unified Call recording and AI available as a native feature of the Optus mobile network. As a result, enterprise customers on Optus now have access to a cost-effective and complete recording and conversational insights solution across virtually any form of communication.

Announcement highlights:

• An industry-leader in secure and scalable recording and conversational intelligence provisioned instantly as a scalable SaaS service, with no capital or services expenditure.
• Allows enterprise and government users to securely record all mobile calls for compliance, customer, people and revenue intelligence.
• AI insights including real-time sentiment analysis, transcriptions, and alerts for every call
• Seamless integration with CRM solutions like Saleforce.com and compliance platforms

Optus enterprise customers will be able to access all call recordings, transcripts, instant sentiment data and search in real-time from their phone or browser with a click.

In addition, businesses with surveillance, internal policy and broader compliance requirements will now be able to capture mobile conversations, securely recording, storing and reporting on conversations for proactive compliance management.

Zorawar Singh, Head of Core Product, Optus Enterprise

“Through our strategic partnership with Dubber we can now boost our customers’ productivity, visibility, and effectiveness. Optus’ Australian first native integration of Dubber into our mobile network allows participating enterprise customers the ability to unlock the power of conversational AI to push the frontier of how they care for customers, train and coach employees, resolve disputes and meet crucial compliance mandates.”

Steve McGovern, CEO, Dubber

“With Dubber at the heart of one of Australia’s largest and most critical mobile networks, we are making the native recording available with AI on every participating phone. Optus is expanding its leadership in connecting Australian businesses to their employees and customers and this now includes the ability to try AI based enrichment of conversations with insights, automated workflows, and more. A conversation on Optus’ network is now worth more to a customer through the ability to capture and reveal insights from that conversation alongside others from other Optus services.

“Optus Mobile Voice Recording and AI powered by Dubber  opens up a significant addressable market, provides a key solution where, historically, there has been a tangible compliance gap and represents a significant leap forward in achieving Dubber’s vision of ‘AI for every phone’. Whatever industry you are working in – financial services, healthcare, retail, government, legal, entertainment, travel, or transport – the power of native mobile recording, sentiment analysis, storage, transcription and real-time “search-ability” will be available to you on your Optus mobile service.”

Optus Mobile Voice Recording and AI-powered by Dubber benefits and use cases include:

• Search-ability – instantly find call records and transcripts from today, yesterday, last week or last year.
• Proactive Compliance –Respond to regulatory requests and investigations in real-time and provide alerts on possible compliance breaches.
• Revenue, Customer & Business Intelligence – provide real-time reporting on customer and agent sentiment and engagement. Instantly review conversations to improve customer service and employee coaching.
• Dispute Resolution – avoid costly customer disputes by having a complete and accurate record of customer conversations.
• Easily Integrate with Productivity Tools – minimize inaccurate and time-wasting manual note-taking. Instead, capture conversations and automatically attach them to customer records in Salesforce and other productivity tools.

The new RegTech100 list for 2022 is launched today. Now in its fifth edition, the list recognises the world’s most innovative technology solution providers that offer products and services in the areas of compliance, risk management, information security and financial crime.

The RegTech (regulatory technology) industry has experienced rapid growth over the last two years as financial institutions dealt with rising tide of regulatory changes and rules updates brought by remote working and increased use of digital channels post Covid-19. As a result, RegTech spending by banks and other highly regulated institutions is projected to exceed $130bn by 2025.

It’s not surprising this year’s process to identify the 100 RegTech innovation leaders was more competitive than ever. A panel of analysts and industry experts voted from a longlist of nearly 1,200 companies produced by RegTech Analyst, a specialist research firm. Sixty new companies entered the RegTech100 for 2022 and the finalists were recognized for their innovative use of technology to solve a significant industry problem, or to generate efficiency improvements across the compliance function.

RegTech Analyst director of research Mariyan Dimitrov said, “Banks and other financial institutions are investing heavily into AI capabilities to automate highly manual regulatory tasks, support digital onboarding processes and monitor for fraudulent activity. The RegTech100 list helps them filter through all the vendors in the market by highlighting the leading companies in sectors such as identity verification, risk management, communications monitoring, information security and financial crime prevention.”

Dubber VP of Sales, Simon Broadbent said, “Dubber’s inclusion on the RegTech100 list is a great display of the confidence the market has in us as a leading provider of unified conversational recording and voice AI to the world’s leading banks and financial institutions.”

A full list of the RegTech100 for 2022 and detailed information about each company is available to download for free at www.RegTech100.com.

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) today announced that the RegTech Association has awarded Dubber the 2021 RegTech of the Year (Australian-founded).

James Slaney, COO, Dubber: “Unified conversational recording and intelligence unlock a significant opportunity for Service Providers to meet the compliance and surveillance needs of businesses globally. With a record number of applications and supported by a cross-industry judging panel, this award acknowledges the work of our teams and customers.

Recognition such as this furthers our ability to attract new service providers onto the world’s leading conversational recording platform. The days of legacy call recording are over. Hardware, services, siloed data and ever-increasing storage costs are being replaced with compliance solutions delivered as a service, by Service Providers.

Where legacy call recording solutions were tied to a specific application or service, we can near-instantaneously create compliance certainty with our Service Provider partners across all the services they provide – Cisco Webex Calling, Microsoft Teams, traditional unified communication and mobile services through a single pane.

This provides a win for all parties.  Service providers create compelling differentiation and revenue and their customers eliminate the cost, complexity and lack of visibility legacy solutions create. Businesses can now enable their employees to work the way they want to work, and for customers to communicate the way they want to communicate, without compromising compliance or security.”

Until now, the need for hybrid working and rapid adoption of unified communications solutions has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Dubber’s Unified Conversational Recording and Intelligence platform is a foundational service for Service Providers to deliver compliance and surveillance solutions. It enables conversations to be captured in real-time – voice, video and chat – and transformed into data on which AI surfaces insights, alerts and more. From a single platform, data from any number of communications services can be viewed and shared with big data sets and other applications. Businesses can demonstrate they know customers and employees and meet compliance mandates such as MiFID, FINRA, AML & KYC, RG 271, Anti-hawking and more.

Unified Call Recording and Intelligence is now at the centre of modernising compliance and surveillance in industries ranging from financial services to entertainment and travel. By unifying conversations and AI-enriching data, organizations can address critical needs for legal hold and discovery, data retention, auditing, internal dispute resolution, monitoring, alerting and reporting, and more.

About the RegTech Association

The RegTech Association is a global centre of excellence that brings together government, regulators, regulated entities, professional services and founder-led RegTech companies for best-practice collaboration.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) has finalised a partnership agreement with BT that will see Dubber embedded as the default recording and conversational intelligence solution in the BT Meetings suite of managed services, spanning solutions based on Microsoft Teams, Zoom and Cisco Webex.

UK based BT is a leading provider of global communications services and solutions, serving customers in 180 countries.

The multi-year partnership agreement will see BT deliver unified call recording (UCR) to multinational organisations globally. BT has already worked with Dubber to implement UCR services with major financial institutions and the partners are engaged in significant opportunities globally. This new agreement provides for an accretive revenue stream for Dubber with additional revenues determined by uptake of the service by BT customers.

The Dubber and BT solution is the most advanced of its kind. It helps customers meet their compliance obligations for secure and scalable recording and conversational intelligence, and is provisioned as a scalable software as a service. UCR enables enterprise-grade recording and replay of any conversation – voice, video, and text. Enterprises can discover AI-enriched insights enhancing compliance, people, revenue, and customer intelligence by unifying conversations from multiple sources – mobile, unified communications and traditional phones. Together, BT and Dubber will help multinational organisations benefit from conversational AI at scale and eliminate the cost and complexity of legacy call recording and siloed recording services.

Steve McGovern, CEO, Dubber: “We are really pleased to be delivering Dubber unified recording and conversational AI as a core feature to BT, a true global telecommunications leader. The newly released managed service offerings will enable BT to continue to demonstrate its innovation leadership. Multinational organisations can now depend on BT for the high-performing secure connections it is known for, but now also for delivering outstanding value from the content inside every conversation on BT services.

For Dubber it marks another milestone in our journey to Dub the world’s leading networks, AI-enabling every endpoint, and creating high-value technology and distribution partnerships based on our Foundation model.”

Hriday Ravindranath, Chief Product and Digital Officer, BT: “Together we are meeting a critical customer need to know what was said to drive better compliance outcomes, especially in industries such as financial services, improve employee wellbeing and training over UC and enable better customer experience. The partnership announced today by Dubber and BT is just the start of an exciting, shared journey of innovation and collaboration that will shape the future of conversational capture and AI.”

This ASX announcement has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

For more information, please contact:

Investors: Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media: Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

You’ve invested in Microsoft Teams. As a clear Leader in Gartner’s UCaaS Magic Quadrant, your organisation is poised for communications success, and the platform is evolving, meeting your needs and expectations.

But now the search for a recording and conversational intelligence solution that plugs into MS Teams is taking you on a deep-dive into solutions trying to find the right one. Some are just for meetings. Some just do transcription. Most of them come with serious data security concerns.

Here are 14 reasons why the only business-ready choice for Conversational Intelligence and recording on MS Teams is Dubber.

1. Advanced data sovereignty and security

Our solution is secure by design, directly built to conform to global compliance requirements such as GDPR and HIPAA, with best-in-class AES 256 bit encryption, data sovereignty and more.

Download our eBook, How to Ensure compliance on Microsoft Teams for more information, or take a look at our case study; Baseplan ensures compliant comms on Microsoft Teams with Dubber.

2. Total control

Your conversations and their data are yours to configure, replay, organise, and action as you wish. These are accessible by you only – not us.

3. Asynchronous scale, just like MS Teams

Just like MS Teams storage, tenancies, and regional requirements scale without tricky configuration; so too does Dubber.

4. Record with certainly

Dubber is always on, always working on all your required conversations. No more “Sorry, I’m having technical difficulties,” embarrassments and time wasters.

5. Enforceable recordings

Dubber recordings meet legislative requirements for data storage and capture, setting both your CIO and lawyers at ease.

6. Purpose built for UC capture

We’ve purpose-built Dubber so it integrates seamlessly with Unified Communications platforms like MS Teams. No fiddling around with trying to make apps talk to each other.

7. Native and dynamic

Dubber is a live platform. End-users are able to interact with conversational data as it is happening throughout each conversation, plus set triggers and alerts, or peruse historical data and notes.

8. Deploy with a click in minutes

There’s no need for systems admins to walk through complex setups to gain conversational intelligence on Microsoft Teams. Deploy Dubber with a click.

9. Continuous innovation

We follow the rapid release cycle model set by industry leaders such as Microsoft. That means we’re bringing new features to our platform constantly – keep up to speed via our blog and socials.

10. No limit storage

Keep all your records for as long as you like. There’s no limits on storage size or time kept, with Dubber, thanks to the power of cloud.

11. Simple and easy management

Administrators gain significant time back with a solution that doesn’t require constant management. Simply onboard team members to the platform via Azure AD, Microsoft’s identity management service that powers Teams.

12. Real-time search

Search entire organisational conversation banks like you would do Google. Find conversations that match names, topics, dates, and keywords.

13. Advanced AI-powered intelligence

This is where our platform shines, with advanced sentiment and tone analysis, the ability to instantly and automatically trigger workflows and alerts – as conversations happen, and more.

Download our AI litepaper, Unlock intelligence from every conversation with Dubber AI for more details.

14. No hidden costs

Our pricing models are set. There’s no uncertainty when it comes to billing, like when you go over a certain storage limit on some providers.

No other solution on the market ticks all the boxes we do. Chat to us about making the most of MS Teams with Dubber on the conversation.

We’re doing AI on business conversations. But what exactly does that mean? How are we going about it? Most importantly – what do organisations and individuals stand to gain from it?

Read our whitepaper, Unlock intelligence from every conversation with Dubber AI.

What is AI?

“Artificial intelligence leverages computers and machines to mimic the problem-solving and decision-making capabilities of the human mind.” – IBM]

Artificial Intelligence is a bit of a catch-all phrase, covering anything a machine can do that ‘feels’ human, processing data and performing actions that a human would. For example, a machine could scan inbound emails for invoices from valid vendors and pay them, just like an assistant would.

But ‘true’ Artificial Intelligence is something deeper.

And that’s when we tend towards Machine Learning.

“A program or system that builds (trains) a predictive model from input data. The system uses the learned model to make useful predictions from new (never-before-seen) data drawn from the same distribution as the one used to train the model.” – Google

Machine Learning is when machines process great reams of data, becoming able to learn from data points what some human-defined object or concept is – and what it is not.

For example, when you go through ReCaptcha activities, clicking on fire hydrants, it’s to check whether a machine came up with the same answers for the hydrants – a machine that’s currently doing Machine Learning. Down the line, this will be applied in your self-driving car, so that it knows to swerve to avoid said hydrant – giving it ‘intelligence’ that seems human.

Since machines have a far greater collective processing speed than the human collective processing speed, it’s allowing us to classify objects or concepts far more quickly than an office of 100 analysts. This is combined with infinite, non-degradable storage – which far outperforms the capabilities of our human memory.

What does AI have to do with business conversations?

You likely already use Business Intelligence tools in your organisational analytics capacity, perhaps pulling financial information into slick dashboards in Power BI. Augmented Analytics is a step further, beyond statistical analysis to integrated machine-learning capabilities within your analytics processes and apps.

“Augmented analytics uses machine learning to automate data preparation, insight discovery, data science, and machine learning model development and insight sharing for a broad range of business users, operational workers and citizen data scientists.” – Gartner

Augmented analytics, with the help of Natural Language Processing, a form of machine learning, is what Dubber does – for business conversations.

…

Consider this: What are the ‘things’ in your business conversations that fall down the cracks? Whether it’s just two people on a phone call, or a boardroom full of people, there will be ‘things’ that are missed.

It’s why we take notes. It’s why we replay key conversations over in our heads. It’s why our most important action items come from a stern tone from a stakeholder.

But, as humans, we’re fallible and we fluctuate in effectiveness. And we’re only as useful as the collective on the conversation.

Putting machine learning to work on our conversations allows us to focus on the importnant things.

With a machine on the call, suddenly, these thought and manual process-consumptive tasks are off-loaded to a large degree to a machine brain that’s far faster at processing, and far better at remembering than our own collective intelligence. Dubber Notiv can automatically create action items for us instead of having to scribble them down.

We still need to think on our feet during the conversation, but we now have access to a post-conversational database and insights we may have missed. It’s a more effective, less error-prone memory bank. It can process and recall all the information in a conversation near-perfectly – and it gets better over time, as is the beauty of machine learning capabilities.

And when you start to combine all the conversations across your business? And being able to have a machine dig into combined insights across these conversations? Well, now you are getting to the crux of your biggest people-based business assets, your new and missed opportunities, your unsurfaced areas of improvement.

It’s Conversational Intelligence. And it’s what we do at Dubber.

Speak to one of our experts about your business needs and leveraging Dubber AI to unlock conversational intelligence, or download our whitepaper Unlock intelligence from every conversation with Dubber AI.

“Finding previously recorded conversations for court cases takes only minutes vs. hours, and the increased data quality has improved court preparation time.” – Dayne Coffey, Co-Director Oklahoma County Information Technology

The County first used Dubber to record incoming calls when the IT department needed to capture problematic help desk conversations. The county is a Cox Communications customer and the telecommunications company offers Dubber as its standard call recording technology.

Now the cloud-based call recording software is used by a number of departments across the county as well as the District Attorney’s office.

Nearly every Service Provider strategy starts with one or all three.

Service Providers are under pressure. In an environment where sources of value are ever-decreasing and product offering differentiators are slim, increasing revenues is a challenge. 2021, McKinsey suggests, was a ​​critical year for operators: a unique opportunity to fundamentally reimagine their business or, alternatively, risk another decade of decline.

Reimagining the business of operating communications services starts with moving beyond just creating connections to realizing value from the content flowing on the network. Central to achieving this outcome is Unified Conversational Recording (UCR) – through which every conversation is captured for replay, converted to data, and enriched with AI for insights and intelligence.

Demand for conversational recording is unprecedented with Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk. This is a substantial market opportunity for service providers who already provide the network infrastructure for these conversations.

Embedding conversational recording and intelligence that adds value to existing customers at minimal cost and low configuration complexity is the ideal way to target this trend.

A Unified Conversational Recording solution drives revenue for service providers-

• A typical network legacy call recording solution represents a significant cost – in the millions of dollars to provision, manage and provide ongoing services. A UCR solution is a fraction of this cost, providing immediate yield. Cloud-native call recording services are up to 10X more cost-effective on a per user per month basis. UCR lives in the network and is delivered just as any service would be by the service provider.
• By switching a UCR solution on for every end-point, service providers create an immediately addressable market to sell richer solutions addressing continually rising customer needs.
• UCR solutions allow service providers to enjoy the benefits of SaaS ARR, with pricing models built in line with modern subscription market trends.

What is UCR in a S&SP Network?

UCR is:

• Native to the service provider network: to remove legacy recording costs, and allowing UCR to be delivered as a service
• Cloud-first: for simple deployment, management and provisioning
• On every endpoint: creating immediate differentiation and an addressable market for fully featured solutions
• SaaS ARR: creating a new recurring revenue stream
• True AI: for the ability to unlock conversational insights and solutions revenue

Foundation Partners Benefit More

The Dubber Foundation Partner program was designed to provide service providers with deep marketing, sales and success support – accelerating the conversion of basic Dubber call recording services to richer solutions.

• 100% attach at day one drives differentiation and immediate access to upsell opportunity
• Dubber assisted upsell to SaaS plans – increasing ARPU, in many cases doubling the ARR per customer
• Add & unify other services – further increasing ARPU through cross-sell and access to other communications services used by the customer
• Unlock the potential of conversational data to increase revenue and retention

Expensive, outdated legacy call recording’s days are numbered. And, as a communications providing service, you can capitalise on a new market that’s emerged from an overhaul in antiquated infrastructure.

Up until now, organisations have required significant investment into managed, onsite call recording equipment.

The costs multiply due to dedicated storage and processing hardware, complex high maintenance software, and ongoing service and support. And this service only captures just one line or endpoint – with multiple lines or endpoints needing recording, the process (and costs) starts again.

Unified Call Recording in the Cloud

“Unified call recording solutions offer service providers one area where they can really add value. By uniting voice data from an organisation’s potentially disparate systems, a service provider can ensure that an end customer organisation can leverage maximum value from its data and drive enhancements and optimisation.” – Cavell Group

Unified Call Recording in the Cloud replaces legacy call recording with simple to manage, easy to deploy, cloud-based and on-network infrastructure.

UCR is native to the network and requires zero hardware, complex software or heavy ongoing service and support costs. It’s a modern solution for a modern business communications landscape; across mobile, unified communications platforms, chat, and video – and it satisfies legislative compliance and data security requirements.

UCR is the key to unlocking new revenue and retention opportunities in call recording – and product offering differentiation – and enables you to create and add value to every conversation on your network.

Costs tend towards spare change

Now, the cost of voice-supplementary services is tending towards spare change.

In legacy call recording models, the costs associated with extra data services were also prohibitive; including services like manual transcription, sentiment analysis, fraud detection, and other auditing capabilities.

Only the largest enterprises were able to invest to leverage the true power of customer voice data. Now, with cloud-based services that leverage AI radically reducing direct and indirect management and configuration costs, everyone can enjoy call recording, automatic transcription, and conversational data intelligence. Every conversation can be captured and transformed with AI.

Service providers to embrace new services

Service providers who embrace cloud-based UCR voice-supplementary services can now offer these benefits to businesses across all sizes and verticals.

Service providers who adopt intelligent data visibility and usage platforms can increase their revenue and margin generation while increasing their customer’s dependency on their services. With a need to differentiate in a competitive market, it’s by productising and partnering in new connectivity data and content verticals that service providers will set themselves apart.

Source: Cavell Group

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released its Annual Report to shareholders for the year ending 30 June 2021.

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released an update on the Company’s operating focus along with the Appendix 4C for the quarter ended 30 September 2021.

Read the Report. 

Are you really listening to your customers? Because if you aren’t capturing and unifying the conversations you have with them, meaningful insights are lost.

Sales are a multi-touchpoint experience – voice, video and chat – even more so in this new world. So, how do sales managers uncover hidden revenue?

With total visibility across multiple communication points, a centralised platform, and a little help from AI.

Traditional solutions where the recording is attached to an app or a single connection point limits visibility, introduces complexity and increases cost – inevitably you end up paying for multiple conversational recording solutions.

According to Gartner’s top strategic IT predictions for 2021 and beyond, by 2025 75% of conversations at work will be recorded and analysed. Many of our clients are in tune with these predictions.

Get acquainted with Dubber’s Six ways to improve your sales with Voice Intelligence for a more in-depth look at how you and your team can establish a whole system of continual sales revenue. Dubber’s UCR and AI conversational intelligence supports compliance regulations whilst assisting businesses in enhancing their sales revenue by unlocking insights in calls, video and messages.

Tone and sentiment analysis for opportunities and performance

Having the tone and sentiment analysed from your customers is fundamental in distinguishing who is:

• A prospective customer
• A customer that could be upsold
• An undecided customer
• Not interested

Identifying positive or negative interactions or prospective customers from the sentiment analysis lets you customise your sales pitch to meet specific needs to boost sales.

Tone analysis is a distinct advantage to your sales growth. It helps sales reps execute a consistent and compliant delivery – boosting satisfaction and customer experience, which increases the chances of consumers making another purchase by 89% *.

Forecast and generate more reports

Dubber’s contact centre intelligence looks at all the call activities with powerful analytics- ensuring sales managers can see key metrics at a glance. The dashboard provides a high-level snapshot of call metrics and data analytic solutions for managers to monitor agent performance. These insights include:

• Automate the agent QA process through score sheets
• Train sales and customer teams to implement better solutions
• Set-up out-of-the-box or custom reports (schedulable)
• Access an in-depth activity log for all user initiated activities

Dubber’s reporting tools help improve workplace performance and proactively manage risks – enabling sales managers to learn which products need more consideration or which employees might need additional support on meeting sales targets. Attending this detail allows managers to predict forecasts and achieve better solutions based on analytical insights.

Leverage transcripts for retargeting and retention

With live transcripts from customer conversations, you can keep track of customers’ requests, interests, and expectations. Dubber’s beautiful and insightful transcriptions provide a powerful source of information that can enlighten a staff member or manager on a missed sales opportunity.

For example– a manager reads the transcript of a conversation to a customer. By identifying communication gaps, the manager can recognise the customer is left unsatisfied. Then, using notes from the transcript, they can reach out to the customer and suggest a more suitable alternative, capturing the sale after all. Critically they have an accurate record of the nuances of the conversation to coach and train. Hearsay gets replaced with “knowsay”.

A record of notes and highlights from past conversations helps managers:

• Retarget prospective customers
• Action insights from conversations
• Decrease revenue leakage with immutable proof
• Navigate a system of churn reduction
• Improve training and coaching

Improve order and service accuracy

With real-time transcripts, managers can be confident that information and customer instructions are captured accurately. Dubber’s search filter enables mishaps and miscommunication to come to light.

Disputes are likely to arise based on mistaken orders or inaccurate quotes- stay ahead of this by searching keywords, customers, or employees to find a resolution based on facts from the conversation- not hearsay.

Sales managers use this function to find revenue leakage by examining conversations and seeking ways to improve the sale. Based on these key findings, managers can implement a strategy that outlines procedures to strictly use or to avoid – saving time and retention.

Measure performance on specific keywords or phrases

Managers can set certain spoken words to trigger a notification alerting them of said words within a sales conversation. For example, these words, phrases or trends may be: “New”, “Expire”, “Plan”, “Renew” or “Cheapest.”

These words indicate a particular end of the subscription period, like a plan. So here is an opportunity that managers seek out as it gives them the chance to upsell, cross-sell, or put them on a new plan that’s promoted to reach the sales target. This also allows sales managers to foresee trends occurring and optimise the collected data to engage in a higher sales success rate.

Contribute key findings to marketing

By using Conversational Intelligence, sales managers can determine any gaps in the market and then transfer that data and insight to the marketing teams.

The symbiotic relationship between sales and marketing creates a vital role — they can influence or help shape how the product is understood:

• Positioned in the market (in relation to competitors)
• Identify who are the most common consumers
• If a product/service is resonating with the target market

These insights can help the marketing team build a more in-depth buyer persona and give future marketing strategies a more direct and consequential message.

Discovering hidden revenue opportunities from recorded conversations authorises sales managers to turn key findings into actions, successfully increasing revenue. Dubber’s features enable sales managers to drive actionable insights from the business’s two most important resources: employees and customers.

*Salesforce

The landscape for technology services is evolving, more rapidly than ever before. External environmental factors, including the COVID crisis, have accelerated the evolution of enterprise technology requirements and, in turn, transformed demand for innovative and differentiated solutions from service providers.

Communications service providers face a highly competitive market, with new digitally disruptive and emergent companies, thin-margined pricing strategies, and exponentially exploding user demand and expectations.

The need to differentiate – new roles for service providers in the enterprise connectivity market

Now, more than ever, service providers need to stand out and offer unique differentiated solutions to remain relevant. And that needs to be through a best-in-class multi-vendor, multi-solution suite of services – that provide communication and collaboration services. The UCaaS landscape is the ideal playground for the savvy enterprise-focused service provider.

It’s time we go beyond traditional operating models; to shift roles from simple Connectivity Providers to Service Enablers and Service Creators. Out to 2030, there is up to USD 700 billion in B2B value at play in these new role markets, and that’s just across 5G opportunities alone.

This new way of doing business allows service providers to think like cloud providers and productise critical, emergent communications services on their networks. And, like cloud providers, these services need to be enabled to customers with a click, and provide a self-service interface.

Could customer experience be a critical product offering win?

Qualtrics ROI of Customer Experience 2020 report showed that 94% of customers would purchase more from a company with very good customer experience (CX), as well as recommend them to others, resulting in increased revenue and reputation building. As a service provider, being able to offer enterprise customers a CX product that’s ready to go, no matter their communications infrastructure is a clear, easy win.

A principal strategy: adding embedded Conversational Intelligence as a Service to the list of products available for businesses, yes, switched on with a click. It’s customer experience, reimagined with the power of data – by Dubber.

Learn more about how new productization is key to service providers winning in a crowded market where margins are slim. Download the Cavell Group whitepaper, commissioned by Dubber, “Service provider differentiation through customer experience.”

A wealth of data is locked in the conversations your business is having with customers. Conversational intelligence is the key to unlocking that wealth so you can differentiate your business in the market, boost revenue and retain customers.

Chances are, you already listen to your customers.

You do if you use call recording for compliance or training purposes.

That means you are capturing valuable insights into business performance.

Listening to what customers say is the best way to understand what they want. Pay close attention and you will know what they think and how they might respond to offers. You will understand them better.

It’s important to hear both the words and the music in a conversation. That is, the tone, the hesitations and other non-word clues.

Do that and you’ll pick up crucial insights you won’t find in other forms of communication.

Until now this has been hard to do.

Face-to-face listening is hard to scale. Team members dealing with incoming calls tend to focus on specifics. That’s how they are trained and it is how they are rewarded.

Any intelligence gathering done the manual way is, at best, secondary.

Now, thanks to Dubber cloud-based call recording, you can listen and understand what your customers are saying. Cloud based recording means you can capture every spoken word. You can collect both the words and the music of business conversations at scale.

There’s something certain about an audio recording of a conversation. Other records, either a written note or a reported conversation are only hearsay. They can’t be substantiated. In a strict legal sense they are little more than rumour. There’s always a degree of uncertainty. With an audio recording, or a written transcript of an audio recording you are dealing with verifiable information.

What’s more, when you capture a conversation by making notes, you are not listening closely enough to what is being said. Your brain is in a translating, transcribing mode. It’s controlling your pen or your figures on a keyboard.

When everything is recorded in the background you can focus on listening.

Better still, the technology means you can automate the listening.

AI, sentiment analysis and other techniques can pay close attention to every moment of every conversation.

Say there’s a barely audible wince when your team member mentions price to the customer. Or a gasp when new product features are described. They are powerful signals that team members might overlook — the software doesn’t miss a beat.

It means for the first time you can know what customers actually think.

You can better understand customers and their needs.

This gives you the power to differentiate your business.

You’ll get better customer satisfaction.

AI tools can warn that a customer is thinking of going elsewhere. You’ll have time to move in early to avoid losing their business.

None of this requires dramatic change to your business process. It uses tools you have at your disposal.

Now is the time to act.

Gartner says by 2025 companies will record three quarters of business conversations.

Voice is the most common communications channel between a business and its customers. Around four out of five customer interactions are voice conversations.

Once you are recording all your calls, it’s a short step to mining them for customer intelligence.

The best way to do this is with cloud call recording. In the past companies installed on premise call recording systems. They linked them to centralised call centres.

That’s useful, but centralised call centres only capture half of all customer conversations. Many businesses have found accessing and mining calls from legacy systems difficult and slow.

These days the interactions that matter take place elsewhere. Remote work teams and mobile employees mean people can take calls anywhere.

That’s why capturing voice data at the network level is vital. A cloud call recording system with instant easy access to conversations like Dubber does this for you.

We’re cloud-native – proudly always have been. Back in 2011, at a time when cloud services were more conceptual than reality over here in Australia, Dubber realised the massive potential of making our product a cloud-native offering.

Partnering with AWS in their first Australian regional offering almost 10 years ago was a no brainer for us – and continues to be a valued and foundational partnership, as AWS goes from strength to strength as the world’s largest cloud services provider.

James Slaney, our Co-Founder and COO, sat down with Aley Hammer from AWS to talk about Dubber’s success on AWS to date.

Watch as James unwraps the power of Voice AI for businesses worldwide, how service providers are leveraging Dubber to create more value for customers on their networks, and how our centralised data services platform on AWS is available at the click of a button.

Thanks to AWS and the power of cloud, we can offer unlimited scale and always-on availability that modern enterprises have come to rely on.

For those with a different enterprise architecture mandate, we’re also ready for your data storage and processing requirements on Azure, GCP, data centres, internal enterprise or hybrid environments – so ask us if you had something a little different in mind.

Learn how service providers can increase revenue, retention and differentiation through customer experience. Exclusive insights from Cavell Group.

Learn more about:

• Why customer experience is a critical driver
• How Unified Conversational Recording can drive revenue, retention and differentiation
• What matters most in transforming competitiveness

Whether you’re on Webex Meetings, Calling, Unified Communications Manager Cloud, CUCM, HCS, or BroadWorks, you want to ensure your business conversations meet compliance requirements.

Read our guide to Compliant Conversational Recording for Cisco to learn about how to:

• Use Unified Conversational Recording (UCR) to meet all compliance mandates
• Reveal insights from voice recordings
• Drive down compliance costs across the organisation
• Use UCR effectively on Cisco

Download our guide to Compliant Conversational Recording on Cisco to find out how to meet compliance imperatives across all your Cisco communications services, with our affordable, easy to manage, and cloud-based solution.

Capture more than an mp3, video, or flat transcript – unlock the power of Conversational Intelligence with Dubber AI.

Conversational Intelligence: beyond basic recording and transcription to an enriched data-set of words, speakers, emotions, languages, and themes. With these meaning-enriched data sets, users can create and trigger real-time automated actions and workflows.

Download our Dubber AI whitepaper to find out:

• How to unlock comms channel data silos with Unified Conversational Recording
• How we embed Dubber AI into every conversation; to hit compliance mandates, plus fuel revenue, people, and customer intelligence
• What’s under the hood in Dubber AI & the Voice Intelligence Cloud
• Use cases & best practices for Dubber AI-enhanced conversational analysis & actions – improve customer experience, boost employee performance, heighten fraud detection, and more

Capture conversations, enrich with AI for the full picture, surface dataset insights in real-time, and create trigger-based actions on conversations as they happen.

Here’s how Dubber AI does it.

Are your Zoom conversations compliant?

Don’t get lost in the midst of manually trawling through your team’s conversations making sure they’re adhering to compliance regulations – keep a scalable system of record with Dubber.

With today’s compliance challenges, can you really afford to turn a blind eye to the risks of non-compliance in your business?
Read our guide on a more in-depth look into how we’re prioritising surveillance with Zoom conversations:

• Solving compliance problems with Unified Conversational Recording (UCR)
• Why small and large businesses are recording their Zoom conversations
• Legacy Call Recording Vs Unified Conversational Recording
• 15 Conversational Recording imperatives

Download the guide now to help your business enhance sales performances, drive operational efficiency, improve customer service, and help reduce costs significantly- all compliantly.

The Australian Refrigeration Council turned to Dubber for better staff training, to monitor the quality of contact centre calls and collect the evidence it needs to deal with abusive calls.

The ARC operates a call centre where employees help tradespeople and other specialists apply for new licences and renew existing licences. It’s the main point of contact for the organisation.

IT operations manager Andrew Growcott says at first the ARC deployed Dubber call recording in the Melbourne-based call centre. There’s a team of about 18 staff who handle around 1100 calls each week. They wanted recordings to track the quality of customer interactions and also to help deal with abusive calls when they happened.

The Australian Refrigeration Council turned to Dubber for better staff training, to monitor the quality of contact centre calls and collect the evidence it needs to deal with abusive calls.

The ARC operates a call centre where employees help tradespeople and other specialists apply for new licences and renew existing licences. It’s the main point of contact for the organisation.

IT operations manager Andrew Growcott says at first the ARC deployed Dubber call recording in the Melbourne-based call centre. There’s a team of about 18 staff who handle around 1100 calls each week. They wanted recordings to track the quality of customer interactions and also to help deal with abusive calls when they happened.

Why ARC Chose Dubber

Andrew says ARC found Dubber when searching online for call recording systems. He liked the fact that Dubber is an Australian-based business and that the service is available from Telstra and runs on their calling system, Telstra TIPT. He says it was easy to deploy and get started.

Before it used Dubber, managers were able to listen in on calls for training purposes. If an abusive call came in, they might jump on the line, but often by the time the manager was involved, the caller had calmed down so the conversation was missed. There was no recording or transcription.

Staff training

Team leaders review calls for staff training purposes. If someone reports an issue, they’ll focus on that call, otherwise they pick calls to review at random. The team leaders will sit with staff members and help train them on how they can handle calls better and how to answer certain questions.

“It helps us identify who is lacking knowledge in certain areas and needs more training”, Andrew says.

Visibility during COVID lockdown

In normal times they all work in the main building, however during lockdown the people worked from home. Dubber, which works in the cloud and records at the carrier network level, was able to go on recording all incoming calls as normal. That’s not something on-premise recording systems are able to do. This meant team leaders still had access to every call without interruption.

Dealing with abusive calls

Sometimes the call centre receives abusive calls from customers that might be unhappy with the cost or frustration with the licence process.

Team leaders use Dubber to review the calls and either coach staff in how to better handle difficult customers or so the manager can follow up with the customer.

Expanded use

Since first deploying Dubber, the ARC has expanded its use and recording now covers almost everyone in the business.

Andrew says: “We looked at how well recording went in the call centre and decided to expand the recording to everyone in the business. If managers get abusive calls forwarded to them we can now track that whole interaction. Letting everyone record means we can now review the calls and decide how to deal with them.”

Like to Learn More?

Dubber ticks all the boxes – compliance, simplicity and efficiency

Discover how Baseplan, a wealth management and advisory firm, based in Dublin, Ireland uses Dubber’s call recording and voice AI to ensure compliant communications on Microsoft Teams.

“We needed peace of mind that our client-facing staff were communicating compliantly. Dubber has given us the confidence and visibility of that”. Gordon Mellon, Managing Director, Baseplan

Download the case study to discover how Baseplan:

• Securely captures every client conversation across any device for compliance with regulations, including MiFID
• Eliminates the requirement for time-consuming manual transcription and storage of calls
• Avoids CapEx costs for hardware and equipment with flexible user-by-user retention policy settings and unlimited scalability

Data is what runs an enterprise. If you don’t believe it, just take a look at your business financials. But we’ve come a long way from just analysing revenue and spend. There’s now the opportunity – and business imperative – to look at all business data. And what greater goldmine of information than the conversations within your business, with your partners, with your customers, and with the public?

“Data Masters enjoy 22% higher profitability, 70% higher revenue per employee, and 245% higher fixed asset turnover over their peers”
– Data Mastery, Capgemini.

Turning conversations into meaningful business data is the first hurdle. Leveraging that data is the next. Here are the common challenges faced by enterprises in harnessing the power of conversational data sets.

Challenge: Legacy technologies have fragmented datasets 

“80% of data producers and consumers regularly have data quality issues.”
– The State of Data Quality in 2021, Datafold.

Data is locked in legacy systems and often incomplete

Organisations have been using legacy, on-site and even manual technologies to record, store, transcribe and annotate voice conversations. With these solutions, archives may be limited and the data itself limited (e.g. only sound files stored, manual and incomplete data tags).

Data is usually fragmented across multiple channels/systems

Legacy systems generally only capture one channel at a time, which is no longer useful when considering that we now operate across call centres, Zoom, mobile, and more. There may be a number of different systems across different channels, each with its own data, views, and storage formats. This siloed effect means conversational data is fragmented.

Solution: Unified Conversational Recording technology

Bringing together conversational data in a centralised location across all the different channels is imperative – where it can live as one standard dataset. While some channels may lack particular data points (e.g. voice calls won’t have a video recording), the data across channels and services will be standardised. This data needs to be instantly portable so that it can be used in other business applications.

Challenge: Lots of data is required for AI to be accurate (maybe more than you have)

“There is a difficulty of obtaining data sets that are sufficiently large and comprehensive to be used for training.”
– Driving impact at scale from automation and AI, McKinsey

Industry-specific (e.g. Financial Services regulation) or domain-specific (e.g. Sales) context and dialects

Industry, domain and company-specific context and dialects aren’t always understood immediately by AI – it needs the right metadata, direction and training. For example, in Australia’s new internal dispute resolution regulatory guide for financial services businesses – ‘RG 271’ – the directive is that these businesses need to acknowledge complaints and respond within given timeframes. But what does a complaint necessarily look like in a conversation? Is it the word ‘complaint’, an angry tone of voice, or a specific utterance? Are there cultural conversational identifiers that indicate a complaint?

Solution: Capture everything, using NLP to learn your business language

Using NLP to do a deep dive into your conversational data is the only way to be able to address these type of specific business needs. Being able to acutely examine tone, sentiment, and regional differences is the key to actually understanding your employees and customer base. Without conversational metadata and NLP in circumstances like this, you’ll be left in the dark. Once you have all the right data, AI can do its job properly.

Challenge: Leveraging the cloud to reduce time to value

“The hybrid cloud platform can deliver value to the business by enabling digital transformation, giving it the best from the public cloud and on-premises infrastructure services, and transcending the corporate boundary.”
– The Business Benefits of a Hybrid Cloud Platform, DXC.technology

Some large organisations are still in the early stages of their cloud strategy implementation, and may still be working out or piloting solutions to find the best-fit and economics for their hybrid model. This complexity and legacy infrastructure limits the pace at which the organisation can change.

Solution: Look to cloud-native solutions that can integrate with legacy infrastructure

No matter where you are in your cloud maturity across the enterprise, what you can do is ensure new enterprise solutions like Conversational Intelligence are themselves cloud-native by design with the ability to integrate with your existing legacy solutions. While other cloud migration activities may take time, you can benefit from new cloud-native solutions immediately.

Challenge: Innovating with the data  

“Accompanying any technological shift is a change in tools, processes, and equally as important, people and behaviour. Even with the most cutting-edge technology and well-documented processes, users need to feel empowered to adopt modern BI solutions, as they are the ones who will drive insight-driven decision making.”
– Modern Business Intelligence, Deloitte.

Many enterprises are still focused on creating data assets – which is great, but doesn’t create value in and of itself

Yes, getting quality, complete, clean datasets is a significant priority. But alone, this data is only useful to data workers – who need directives and business questions from leadership, departments, and individuals to make sense of the data.

Solution: Develop strategic plans for what to do with the data

Make a start building the business capabilities to leverage data

Leveraging business data is where leaders in business are streaking ahead. This equates to data workers, data-ingesting applications and strategic plans and roadmaps for analysis, reporting, and automation of business data. Learning how to use data effectively is the first step.

Ultimately, organisations want to empower every employee to be able to use data insights to drive efficiencies and answer relevant complex business questions in their work.

Equally important is changing culture and ways of working

Data and insights are historically hidden in organisations, only accessed by managers or disclosed quarterly. Data capture activities have been mysterious. By opening up the visibility of capture and useful real-time insights to a wider audience, we’re able to change the culture within the organisation to feel empowered by, and trust, business data.

This trust component also underpins technology program rollouts. Workflows and automations built on business data need to be used to have effect. When leadership falters on directives and messaging, employees default to known processes. While hesitancy in revolutionary technology is natural, the business benefits you’ll gain can’t be disrupted by a 2010 mindset.

Are enterprises today ready to harness the power of conversational data sets?

Technology-forward businesses have made great strides in leveraging conversational data sets, but for the rest, there is still foundational work to be done. Picking the right technologies, using the right data, and – most importantly – knowing how to put that data to work is the path to success.

The use of artificial intelligence in sales has been increasing in popularity as it facilitates customer service or sales professionals to concentrate on more important work, as machines do the ‘busy work’.

While AI promises to do much to boost sales productivity and effectiveness, most are still in the earliest stages of realising its benefits According to The AI Dossier survey 2021, 74% of businesses are still in the AI experimentation stage and only 26% of businesses focus on deploying high impact AI use cases at scale.

Here are six ways to improve your sales outcomes using a conversational intelligence service – like Dubber – to analyse and action call, chat and video conversations. And implement successful strategies to improving retention, training, and customer experience.

What is voice intelligence?

Voice intelligence uses artificial intelligence (AI), in the shape of machine learning, natural language processing (NLP), and real-time speech recognition to analyse calls, and digital conversations.

Dubber’s voice intelligence comes in the form of a specialised Unified Conversational Recording platform. Dubber’s UCR enables organisations to be more efficient in the management of their day to day communications and learn more from customer conversations. From automating note-taking to detecting customer sentiment, conversational intelligence is ending not knowing in businesses of every kind.

1. Don’t miss a conversation

As we say at Dubber: record, replay and reveal.

Having a solid foundation for Unified Conversational Recording (UCR) is essential for capturing, storing, and centralising your customer sales interactions.

Recording every voice, video, text, and chat across any communication device and end-point is where your sales will see an improvement. This enables you to catch sales conversations and turn them into actionable insights – seeing where you can drive an increase in revenue and retention.

Conversational Intelligence and UCR are two quintessential pieces in capturing recordings. These conversations are where 80% of the most crucial conversations with customers and employees occur.

2. Get the full picture with intelligent transcription and search

By complimenting Dubber’s advanced AI and natural language processing with multi-vendor AI technologies – live transcriptions can help seal the deal in your team’s sales conversations.

Here’s how the sales team and managers use Dubber’s live transcriptions:

• Always have context as to the previous conversation
• Understand the customer — know their requests, interests or boundaries
• Verify orders and T&Cs — key to effectively resolving future issues and disputes
• Note important details — stay focused and save time with the notes automagically connected to your CRM platform
• Use transcriptions to coach and train staff
• Monitor advice provided in line with compliance regulations

Take advantage of our advanced features to automatically detect the dominant language spoken.

Let’s say: A customer mentions she previously spoke to an employee about a different plan but can’t remember which plan it was. Easily search transcripts to find precisely which plan your employee suggested- without wasting any time.

3. Learn more about customer and employee sentiments

Sometimes we can have a hard time reading people’s emotions- especially when you’re not face-to-face.

With Dubber’s AI sentiment insight, you can now know what your team and customers are saying, feeling and needing. This is a distinct advantage to the growth of your sales as the tone analysis helps sales reps provide a consistent and compliant delivery. Boosting satisfaction and customer experience increases the chances of consumers making another purchase by 89%.

Dubber AI sentiment analytics combined with machine learning and NLP to save you time conducting employee call evaluations.

It analyses the spoken words in conversations by:

• Categorising them as positive, neutral, or negative
• Labelling calls against seven emotions
• Identifying the dominant language spoken

Let’s say: You have a new employee and they are trying to push a sale but are coming across as abrasive to the customer. The customer is frustrated and angry but you can use this information to help the sales rep work on their communication skills.

4. Search, filter and find across all conversations in real-time

Frantically searching for that customer interaction transcript from a week ago? Look no further than quick, elastic and instant search within Dubber.

Save stress and time with instant search results from real-time recordings by team members or customers. Dubber extracts information and insights from the conversation and categorises and organises the context.

You can apply the filter on the search function to specify:

• Team member
• Day/Time
• Keywords
• Tags
• Phone number

Show that you’re attentive to detail. Utilise quick cross-referencing on the go, verify accounts, or see what type of service, plan or products the customer is currently using. You’ll avoid chasing tails and save the customer from having the same conversation.

Let’s say: David is the best sales rep in your team. When training a new employee, you can filter and search all, or some of David’s calls for training and coaching purposes.

5. Get notified and stay on top of monitoring conversations

Sometimes we can find mistakes or red flags a little too late with legacy call recording, resulting in a loss.

Rest assured with Dubber’s real-time alerts and notifications you’ll stay ahead and be ready to diffuse situations when specific words and phrases are triggered.

You’ll be able to:

• Create notifications from a negative sentiment
• Alert on critical sales terms e.g “Not interested”
• Alert immediately or at the end-of-day summary

Utilise these options to get a leg up on your competitors – create an immutable record of best interests efforts by gaining insight from prospective customers and what your opponents may be offering. As well as trends emerging, or if a sales script just isn’t resonating with customers- you’ll know.

Let’s say: You’ve set an alert every time a customer says “not comfortable” and identify that many of the instances refer to when a customer says “not comfortable with sharing those details over the phone”. You can work out that this might be a common concern and highlight PCI compliance and security measures in marketing messaging.

6. Offer safe and easy payment options  

People are more aware and definitely more sceptical of giving out personal information these days. As your sales conversations travel into confidential territory, you could be at risk of losing revenue if customers are reluctant to give out sensitive information via phone or video.

But here’s where you get the upper hand — Dubber’s PCI DSS solutions have enabled billions of dollars over phone payments globally. All data is encrypted and stored within the produced region, guaranteeing data compliance.

Encourage your team to communicate to the clients that:

Dubber’s Voice intelligence assures you that the PCI solutions hosts secure payment platforms that intercept any card data from entering your contact centre environment – basically bulletproof!

Let’s say: You’re speaking to a customer and they wish to pay a bill over the phone using a credit or debit card. Rather than asking them to read aloud their details, they type in their payment card details using their telephone keypad with a PCI compliant voice intelligence solution.

Improve sales while ensuring internal company policy compliance

With Gartner estimating that remote workers will represent 32% of all employees worldwide by the end of 2021, keeping conversations compliant can be very hard to oversee. But with Dubber, you have effortless yet total visibility of all your team’s conversations all in one place.

Managers use voice intelligence to ensure the team adheres to internal policies and collects data from customer insights that can be used to their advantage. This will drive team and sales performance to new lengths. Managers use voice intelligence as a tool:

• Save time monitoring and reviewing calls
• Enable teams to meet sales targets
• Manage and store conversations from teams

Let’s say: Your manager is reviewing your conversation with a customer and they identify a missed opportunity for you to make a sale. They playback said instance to you and utilise for coaching.

One of the most exciting and significant advancements of AI in sales is the development of voice intelligence. As you can see, voice intelligence and UCR software offer teams, managers, and organisations the upper hand. Hopefully, you’ll get some good ideas from this and pick up on some critical features of Dubber’s voice intelligence and apply them to your business.

Look forward to knowing your customers and expediting sales!

“By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk.”

Gartner’s prediction, one we quote often, comes from the Top 10 Strategic Predictions for 2021 and Beyond: Resetting Everything. The paper is one that clever CIOs use to help shape their company’s strategic plans, capturing trending societal, business, and technological changes to ensure successful business advantage going forward.

So what does this mean for business and government over the coming years?

Conversational Intelligence is a powerful tool, but one that needs strategic direction to have the most significant impact on business. 

Map timelines for successful business outcomes with these three key goals.

1. Meet compliance mandates and decrease risk

“In 2020, penalties have totalled $10.6 billion for non-compliance with Anti-Money Laundering (AML), Know your Customer (KYC), data privacy and MiFID (Markets in Financial Instruments Directive) regulations.” – Up Close and Personal; The Year of Personal Accountability, Fenergo

Hitting compliance mandates is the lowest-hanging fruit for strategic planning in Conversational Intelligence today. It is possible to satisfy compliance mandates and legislation in voice conversations within company, industry, affiliative, and regional requirements today with Conversational Intelligence.

With growing business data and information security overheads and reporting mandates across all sectors, business voice conversations also need capturing to ensure compliance. Unified Conversational Intelligence is the only solution.

To do this effectively, companies must ensure:

• The unified conversational intelligence solution records all relevant in-person and remote voice conversations – it needs to do so with appropriate controls in place and without ties to specific applications, rather as a service
• Recordings, transcriptions, and conversational data and metadata sets are stored in accordance with relevant data security requirements and timelines
• Conversational Intelligence data is quickly searchable, replayable and reportable
• A unified conversational data set is secured, protected and managed to the same standard as all datasets

Phase two of creating business outcomes – whether for compliance, revenue, people or customer intelligence – is to present multi-dimensional insights such as instant notification of breaches or risky activities, flagging keywords (e.g. ‘offshore’, ‘cancel’, ‘unhappy’) or behaviours (e.g. angry customer).

2. Conversational Intelligence value streams aligned to business strategy are identified and actioned

“It’s the opportunity to take your existing product line and market it better, develop it better, use it to improve customer service, or to get a 360-degree understanding of your customer. Data Strategy is driven by your organization’s overall Business Strategy and business model.” – Data Management vs. Data Strategy: A Framework for Business Success, Donna Burbank, Managing Director at Global Data Strategy

The problem facing leaders is that the applications of Conversational Intelligence in business are near-endless. Aligning your Conversational Intelligence focus with key areas already outlined in your strategic plan (or digital transformation strategy) is where you gain the most value from this technology. The same goes for any data-generating activities.

Here are two areas of business improvement identified in a strategic plan and how Conversational Intelligence can help.

Increase productivity in sales revenue

Conversational Intelligence can sit in on sales with every call, every meeting, every ‘coffee catch up.’ From these conversations, it’s easy to identify the tactics, scripts, keywords and emotional indicators that help close sales with customers – and re-train employees to follow successful strategies.

Improve customer experience

If your goal is to increase customer lifetime value via loyalty born of great CX, you need insights on your customer interactions. Rather than ‘How’d we do’ emails, you can automatically analyse all customer interactions (for both customer and employee) to identify where improvements can be made. This could identify key pain points in business for customers and how to solve them, when employees need to be coached due to their manner, or which topics are taking up considerable amounts of time and how to rectify that.

3. From data insights to Intelligent Automation

“While there is investment in IA broadly, only 10 percent of respondents are integrating solutions across its various dimensions: automation, artificial intelligence and smart analytics. While initial fragmentation of efforts is not to be unexpected, organizations need to move quickly to understand how, when and where to integrate efforts across technologies to fully optimize their potential.” – Easing pressure points: The state of intelligent automation, KPMG

Automation should be deployed throughout the business for operational efficiencies – and Conversational Intelligence is a tool that can be used to identify where automation opportunities lie.

For instance:

• Repeated keywords across a wide customer base can identify areas for switching over to web-based self-service to free up operator time
• Action items mentioned in video meetings automatically create and assign tasks in project management systems
• Competitor and product mentions can trigger on-the-fly competitive product analysis reports to display on screen for employees to speak to during the conversation

Creating intelligent automation throughout the business based on data requires significant thought and ongoing investment, but simply can’t be ignored – it’s time to action.

Let’s talk

Conversational Intelligence is available now with Dubber – a cloud-native, compliant, fully scalable solution available across all your usual communication channels. We go beyond basic voice recording and transcriptions to an enriched dataset of words, speakers, emotions, languages, and themes. With these meaning-enriched datasets, you can create and trigger real-time automated actions and workflows. Start planning your roadmap to doing more with your business data with Conversational Intelligence & Dubber.

Let’s chat.

Learn how Dubber enables Optus to drive new revenue streams, deliver differentiated solutions and address customer needs by:

• Address Customer Demands
• Differentiated Offering 
to Customers
• Monetising the value of mobile network and delivering a “Living Network”
• Partnership and Support

Learn how Dubber enables Next Telecom to drive new revenue streams, deliver differentiated solutions and address customer needs by:

• Addressing an untapped opportunity
• Revenue and new client wins
• Differentiation
• Better than competitor products
• Partnership and Support

Learn how Cover-More, part of the Zurich Insurance Group, uses Dubber call recording to stay on top of auditing, compliance and legal requirements.

• Uses recordings to provide evidence if a customer disputes a decision
• Meets legal and compliance requirements with recordings and transcriptions of all investigations
• Enables staff to have calls recorded when working from home or office
• Can search and quickly find recordings if needed during investigations

Law firm recovers 20% of their work week using Dubber!

Oklahoma City-based Robinson Hoover & Fudge specialises in debt collection and related litigation. Like many law firms, it needs to record and store phone conversations for compliance and review phone conversations for case reference.

Terri Goldsberry, Robinson Hoover & Fudge’s Director of Operations says: “We use Dubber to record our interactions with defendants. For compliance reasons we have to keep recordings in place in case there are questions.”

Since Robinson Hoover & Fudge focuses on debt collection, mediation and litigation, the firm’s records must be compliant with the Fair Debt Collection Practices Act and the Consumer Financial Protection Bureau.

How unified call recording and voice AI can help you comply with certainty

From October 5 new regulations will cover how financial service companies handle complaints.
Regulatory Guide 271 lays out what companies need to do. The Australian Securities and Investments Commission (ASIC) is in charge of the reforms. It’s guide is an updated set of obligations for internal dispute resolution (IDR) and replaces the existing RG 165.
In this paper we’ll further explore what the regulations mean for financial services firms and how new unified call recording and voice AI technologies can help you comply quickly and cost-effectively.

There’s a new Chief Technology Officer at Dubber! Introducing Steve Willson.

Fresh from his time as CTO of Great Southern Bank, Australia’s largest customer-owned bank, Steve Willson has joined Dubber to guide our industry-leading technology and key technical relationships.

With a long list of executive tech roles at some of Australia’s largest financial institutions, plus time in London fintechs, Willson strengthens Dubber’s position as a key player in conversational intelligence for every government and business.

The value in Dubber

Willson speaks about why he chose Dubber as his next move.

“I was attracted to the massive potential of Dubber’s technology to create value for clients globally. Recording is really just the tip of the iceberg; the greater opportunity is to leverage the data to help clients improve their businesses and customer experience.”

“As I see it, there are four key value levers businesses need to focus on moving forward from a technology perspective, and that Dubber already does across voice conversations: 

• Radical improvements in productivity eliminating what I call busy work, which is preventing employees/business owners/agents from focusing on value-creating activities.
• Greater control, visibility and transparency – whether that be capturing knowledge, decisions or evidencing compliance.
• Differentiated products and experiences for your customers.
• Unification of conversational data so that it can be leveraged to provide insights and inform decisions”

The impact of Covid on technology as an accelerant

While Covid has caused significant hurdles for business and government worldwide, it has also rapidly accelerated digital transformation.

“At a macro level, I think that COVID has accelerated digital disruption rather than changed it, it has necessitated increased take-up of digital products and services and customers’ expectations of digital experiences are higher than ever. 

Similarly, employees now expect (and need) advanced technology that makes it easy to work from anywhere.”

“This has created a push to many large (and usually slow) organisations to do things differently, such as responding to technical challenges in days, not weeks or months. It has also provided the means for businesses to break through cultural barriers that have prevented greater take up of these technologies in the past.”

“In the new normal – if we can call it that – ‘work’ is being done anywhere. This makes sharing, collaboration, productivity and clarity of conversations more than ever, with an office-home-remote hybrid work model likely for most businesses.”

“Dubber is – I think – a critical technology in underpinning our new way of working.”

End not knowing

“AI, NLP, machine learning and a raft of technologies are central to ending not knowing in every business and government. As data grows exponentially it’s not plausible or possible for humans to see the signals in the noise. Applying AI to unified data sets is going to be a crucial building block for the success of any enterprise activity – whether it’s knowing your customers and employees, complying, or improving the accuracy of supply chains.”

“The way Dubber is doing this is impressive, from disrupting the high-cost, siloed world or legacy call recording to harnessing its own AI advances alongside those of leaders like IBM, Amazon and others.”

“I’m passionate about the tech sector and have supported many fintech partnerships in my enterprise executive roles, so I’m excited about the opportunity to play a more active role in the Aussie and global tech community with Dubber. Joining what is the clear leader not just here, but also globally, is incredibly exciting.”

We’re excited to have Steve onboard.

3 Actions Compliance Leaders Must Take

For many, the rapid acceleration of digital transformation has made already challenging regulatory complexity even more difficult. New ways of communicating and ever-increasing digital transactions generate even greater data sets requiring surveillance and compliance monitoring.

Against this backdrop, compliance and surveillance leaders face a more familiar set of challenges – unravelling regulations, reducing costs and driving productivity. The answer – in part – doesn’t lay in yet another set of tools or applications but rather in establishing more robust data sets on which artificial intelligence, machine learning and natural language processing can surface new levels of intelligence.

Conversation data is not just necessary – in many cases, it’s a regulatory requirement.

The role of AI and Machine Learning

Instead of relying on human analysis of trends to try and spot aberrant behaviours, true AI solutions are needed to create proactive signals of risk – and accelerate time to data and insights.

33% of financial institutions are increasing their AI capability over the past year, and 57% deployed, piloting, or planning to deploy AI & Machine Learning solutions for AML over the next 12-18 months.

Underpinning this is a shift from surfacing insights based on what happened to using behavioural insights to understand what might happen next. As workforces have become dislocated from the workplace, managerial insight based on day-to-day interactions has become more difficult. Conversational intelligence can signal behavioral shifts enabling managers to engage, coach and guide employees to the right practices.

Today, knowing your employee is as important and knowing your customer.

Modernising GRC: 3 actions compliance leaders must take

1. Record every conversation, across all channels

It’s not enough to just record conversations on one application, when interactions between employees and customers are occurring across call centres, mobile, and chat.

What is required today is a single window into all conversations – a Unified Conversational Recording platform and, if you want it to scale without barriers, it needs to live in the cloud – all compliantly, with inbuilt data security.

For example, Don Anderson, chief information officer (CIO) at the Federal Reserve Bank of Boston, noted in 2019 that ignoring the cloud may even “introduce new security vulnerabilities as on-premises vendors discontinue support for their products.”

How you record is as important as what you record. Creating a comprehensive data set with rich conversational recordset to satisfy KYC and AML also has to be done in a way that satisfies GDRP and PCI.

2. Replay instantly when non-compliant calls come through

Can you capture non-compliance as it happens? With triggers on sentiment like an angry customer, or an alert that goes off when a representative mentions the word ‘cash’, you can quickly head off incidents before they escalate or wind up getting buried in an avalanche of data. This type of natural language processing is essential in modern compliance operations, where you are expected to be able to respond in real-time.

3. Reveal insights across the organisation

While every conversation has the potential to be powerful, or non-compliant – or hopefully just helpful and archivable – being able to glean not just individual Conversational Intelligence insights, but cumulative insights on this data will give key indicators on your organisational health.

For instance, you’ll be able to tell whether departments are sticking to their scripts. Whether staff are spending too long on certain topics that could be addressed by a knowledge base. If certain staff are bringing up topics again and again that seem out of the ordinary. There are infinite possibilities to mine the data for both proactive compliance and operational efficiency.

Beyond Compliance

Compliance and surveillance data sets are amongst the most trusted in any business – but they also can alleviate the pain felt across financial institutions.

KYC procedures are also straining relationships with customers; for instance, the time taken to bring a new client on board continues to increase. And employees are challenged to receive the same level of guidance, coaching and training that was once part of their daily interactions in the workplace.

Conversational data – recordings, insights and workflow automation provide a much needed answer for both. The big opportunity and key benefit is data quality, with multiple conversational sources contributing to a single, secure and compliant system of record.

“At a time when risk management leaders are being asked to process greater amounts of data in shorter amounts of time—often amid budget and staff constraints—cloud computing could unlock considerable benefits. It can help risk teams react rapidly to changes in the external environment and dive deeper into the analytics life cycle to better understand the drivers of risk, all without major capital expenditures.” – Mckinsey

Dubber’s Compliance Editions put compliance teams in front of the right content, data insights, and actions for conversations across the entire organisation. Take a look at how a Swiss Private Bank Identifies Rogue Operators & Compliance Breaches With Dubber, or talk to us about how we can help your compliance team become more effective with Dubber.

Make sure to join us and other industry leaders for the AML & KYC APAC Virtual Event on October 28, 2021, to learn about the latest AML & KYC developments and how to protect your organisation from criminals, mitigate risks, ensure compliance and accelerate your digital transformation.

September 29 is World Heart Day, a day dedicated to raising international awareness around the cause and prevention of Cardiovascular Diseases (CVD), a cause close to Dubber.

CVDs are the leading cause of death globally, resulting in an estimated 18.6 million deaths a year, and about 520 million people living with a CVD today. CVD affects the heart and blood vessels, resulting in coronary heart disease, cerebrovascular disease, rheumatic heart disease or other conditions.

As CVDs come in many forms, so do its causes – smoking, high blood pressure and high blood cholesterol are key risk factors for heart disease. Other medical conditions and lifestyle choices can also increase the risk of heart disease including; diabetes, overweight and obesity, unhealthy diet, excessive alcohol use, or air pollution.

Save a Child’s Heart & Dubber

For two years, Dubber has been a proud sponsor of Israeli humanitarian organisation, Save a Child’s Heart.

Save a Child’s Heart (SACH) is an international organisation that provides life-saving surgery to children suffering from heart disease from countries where access to pediatric care is limited or nonexistent. So, every day is World Heart Day with SACH.

For 25 years they’ve saved the lives of nearly 6000 children from 63 countries around the world. From these countries, 50% of the children come from the Palestinian Authority and Gaza, Iraq, and Morocco. More than 40% of the children are from Africa, and the remainder are from Asia, North and South America, and Eastern Europe.

SACH medical professionals

The ultimate goal for Save a Child’s Heart is to enable equal opportunity for life-saving surgery for children with CVD. One of SACH’s programs is taking on medical professionals from developing countries and providing them post-graduate training in all facets of pediatric cardiac care in order to provide sufficient treatment in their own communities.

SACH trained professional and Ethiopia’s first pediatric cardiac surgeon, Dr Yayu Mekonnen addressed Dubber in celebration of the organisation’s 25th anniversary.

Inspired by an experience that shaped his career, Dr Yayu shared an anecdote of why he became a pediatric cardiac surgeon and why he loves what he does.

“When you provide this procedure at the right time, you change the course of this child’s life forever. They will be normal kids and are able to do whatever they want in life now.” – Dr Yayu Mekonnen

Use heart to connect ❤️

As the world struggles to fight COVID-19, it’s put pressure on us to be cautious of our own health, as well as the safety of those around us. With this new wave of vigilance, World Heart Day’s theme is around Using a heart to connect. 

At Dubber we can vouch for a more mobile and modernising way of connecting with people, especially through digital platforms and telehealth. Use heart to connect is about harnessing our knowledge and influence in order to spread accurate information about heart health to our communities and loved ones.

https://www.instagram.com/p/CTxF3x7DQrg/

Where Dubber leads in capturing every call, video, and chat – then turning it into a source of value; Notiv has been pioneering the use of AI to make every meeting more productive and efficient.

So what does this mean for Dubber?

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better. Notiv will help Dubber convert a higher proportion of our addressable market within our existing networks and new communications services that want this functionality on their networks.

Enhanced productivity can benefit everybody – however they are communicating and whatever the use case. For example, a tradesperson on a mobile phone could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we can drive significant adoption of Notiv through our industry-leading base of partners and customers. Notiv is a compelling new service, enabling them to drive incremental revenue and differentiation. Notiv will also be a magnet for new service providers, increasing the value of our industry-first Foundation Partner program.

Third, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connections to extracting the value in every conversation on their networks.

And they’ll now be able to do that with Dubber Notiv on the same hyper-secure, scaleable and compliant infrastructure that Dubber has made available in over 150 service providers globally – and all the worlds leading UC solutions.

I’ve been using Notiv for the past few months, and it’s impressive. It’s magical seeing the meeting being transcribed in real-time – and then having the ability to highlight important parts of the meeting.

Notiv brings AI-driven notetaking and action items to every call and meeting

Adds advanced technology capabilities in real-time transcription, artificial intelligence, and advanced natural language processing

Adds revenue generating service to existing and expanded Dubber customer base

Delivers product capabilities that enrich Dubber Foundation and broader service provider offering

Accelerates Dubber’s AI program and expands Dubber core offerings

Circa A$6.6m acquisition by way of cash and equity

Melbourne, Australia – 20 September 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber) announces today that it has acquired Brisbane, Australia based technology group Notiv (https://www.notiv.com). Notiv is a developer of innovative cloud-native AI-based products that turn meetings into transcribed notes, summaries, signals, actions, and more.

Steve McGovern, CEO, Dubber:
“One of our fundamental beliefs is that artificial intelligence has a part to play as a standard feature of every call and conversation. Notiv is a significant step towards achieving this in that it has clear and defined use cases for everyone from individuals to the largest of enterprises. With Notiv, Dubber will now have the ability to automatically take notes and create action items on every call. We are confident that our telecommunications carrier and service provider partners will see enormous potential for revenue-generating value-added services for their customers at scale.

We welcome the Notiv team to Dubber along with the AI and data science expertise they bring. We see the teams combining to form the core of our Dubber AI Labs for developing future AI capabilities.

The integration of the Notiv business is accretive for both parties in that Dubber can expose the fantastic capability of the Notiv offering to a global customer base and the Notiv team can develop a continuous stream of revenue-generating services for Dubber’s addressable market.

Dubber’s overall strategy is to grow organic Annualised Recurring Revenue (ARR) while augmenting that growth with strategic acquisitions where possible. Acquisitions must either add accretive and synergistic revenue or provide substantial product and technology capability, which will drive organic ARR growth. The Notiv acquisition reflects that strategy perfectly, and the speed at which the parties have executed the transaction now enables the Company to continue to pursue other identified opportunities.”

Notiv will be available to Dubber Foundation Partners, select service and solution providers and sold alongside other Dubber solutions for businesses and Government.

Chris Raethke, Co-Founder & CEO, Notiv:
“The Notiv team is exceptionally proud of the technology we have developed. The ability to roll out Notiv globally with the world’s leading service providers is an unmissable opportunity. The chance to join the Dubber growth journey at this time and expand Dubber’s AI and NLP capabilities is exciting for all of us. We are confident that the combination of Dubber and Notiv will deliver incredible value to customers, businesses and our fellow shareholders alike.”

James Slaney, COO, Dubber:
“Dubber has over 150 global service provider network partners as well as all of the world’s primary unified communications solutions – and is the only true native, cloud-first service of its kind.

Our strategy has always been to use this footprint to deliver layers of value and drive associated revenues. Notiv suits this strategy perfectly and accelerates our existing AI program in three ways.

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better by automatically enabling voice data to replace or improve note taking. We believe that the ability to create notes, highlights and action items in every video and phone call provides invaluable use cases for every demographic, from individuals to large enterprises, thereby expanding Dubber’s already large addressable market. Enhanced productivity can benefit everybody in all methods of communication. For example, a tradesperson on a mobile phone call could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we believe that the ability to deliver this capability directly from the network will be a compelling proposition for both existing and new service provider partners. As well as the opportunity for service providers to drive new services, incremental revenue and differentiation, we believe that Notiv is an ideal product to increase the value of our industry-first Foundation Partner program.

Finally, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connectivity to extracting the value in every conversation on their networks. They’ll now be able to do that with Dubber Notiv on the same hyper-secure, scalable and compliant infrastructure that Dubber has already made available to over 150 service providers globally – including all the world’s leading UC solutions.”

Key Transaction Terms:
Dubber has acquired Notiv through the purchase of all of the issued share capital of holding company Pinch Labs, Inc., a US corporation that wholly owns and operates the Brisbane-based operations and technology

Aggregate consideration of approximately A$6.6 million

A$5.15 million paid in cash at completion and the balance, representing 24.8% of the consideration, is to be satisfied by way of the issue of 386,277 Dubber fully paid ordinary shares at a deemed issued price of A$3.75. The shares will be issued within Dubber’s existing Listing Rule 7.1 issue capacity

Key management and employees are to stay with the business, including Chris Raethke, Co-Founder & CEO and Dr Iain McCowan, Co-Founder and CTO

The agreement also includes provisions customary for a transaction of this nature, including warranties and representations, confidentiality and non-competition/solicitation

Strategic Rationale
Accretive fundamentals. Proven application and technology with customers with strong product-market fit and alignment to the Dubber solution set

Enriches Dubber’s service and solution provider offering – and current product offerings. Accelerates Dubber’s technology roadmap both in terms of providing Dubber with access to AI technologies and also adding a critical and differentiated product

Furthers differentiation and value of Dubber Foundation Partner Program – and its more than 150 service and solution provider customers worldwide

Broadens Dubber’s conversational intelligence offerings

Dubber to accelerate the adoption of Notiv globally. Provides Notiv with critical sales and marketing resources to scale go-to-market capabilities

Strong synergies in product approach mean technologies can be easily unified into common platforms with the potential to create efficiencies over time

Key shareholder support. All key management shareholders retained in the business with incentives to continue strong performance

Financial Impact
Scrip and cash consideration up-front. No further amounts payable

No incremental investment in staff or technology required to achieve scaling

Strong potential to enhance future revenue (or stated revenue), typical of an early-stage technology venture

This ASX announcement has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

Fewer wasted trips for NT Recycling Solutions trucks with Dubber

“Our business is based on time, so mistakes are costly” 

NT Recycling Solutions saves $50,000 per year using Dubber’s call recording to resolve client disputes over services ordered and staff training to reduce errors in bookings.

Here’s the backstory

NT Recycling Solutions is a waste management and recycling business in the Australian Northern Territory city of Darwin. The business deals in general waste removal and operates a recycling facility to reduce the amount going to landfill.

The company has three staff who take inbound calls. Regular customers who don’t have a scheduled service call the company and book when they need their waste bins emptied. Causal customers can call to order bins and the company’s drivers make contact with the office when there are issues with jobs.

Being able to record calls helps quickly resolve customer disputes and staff booking errors. These were costing NTRS thousands of dollars and causing inefficiencies with drivers schedules.

The Solution

NTRS uses Telstra Calling for Office 365 (based on Microsoft Teams) for all its calls. It uses Dubber Unified Call Recording to record and capture calls. In tandem, NTRS uses Dubber’s CallN reporting for additional insights into call statistics. This can include knowing which team member takes the most calls and what time of day those calls come in.

Different departments within the business including customer service, sales, and administration can all easily review calls and reports on Dubber.

Dubber’s recent partnership with Microsoft together with Dubber’s rich functionality were central to giving NTRS the right solution.

NTRS was operating a traditional on premises phone system, using CallN for recording. When it moved to Telstra Calling for Office 365, Dubber was able to craft a unique solution that delivered Dubber’s backend recording while maintaining the familiar CallN interface at the front end.

The Benefits

Speedy dispute resolution

General Manager, Dean Caton says NTRS mainly uses Dubber to verify orders placed by customers. “A customer will ring the office and say I asked for this service: ‘I need your driver to come back right now and do this for us’.”

This can be disruptive and expensive. By the time the call comes in the driver might be 40 minutes away. Revisiting pick-ups was costing NTRS more than $1000 a week.

When this happens, the staff member can check the call recording and listen to the request. Caton says at this point the customer might change their story — if they still want the driver to return, they will have to pay for it.

This was a huge problem in the past, but Caton says now that customers know their calls are recorded, they are less likely to make these claims.

Staff training and reduction of costly errors

Another Dubber benefit for NTRS is staff training and reducing booking errors.

The business depends on efficient scheduling, so mistakes and booking errors are costly.

“All our business is based on time, so if we’re going back to sites we’ve already been to, that costs us a lot of time and we don’t get the productivity out of our drivers”.

Caton says it is useful for training, especially when a new team member joins to be able to go through a recording if, say, they made a booking error.

“We can say that you should have asked this question. A number of our customers have different types of bins at their site. If they ring and say they want their bin emptied, we want our customer service person to ask the right question to find out which bin needs to be collected.”

Not all trucks can collect all bins, so getting this right is another cost saving because they don’t have to divert trucks from other locations to service the job correctly.

Soma improved customer experience using Dubber call recording and voice AI to track conversations across a dispersed workforce.

Here’s the backstory

Australian managed IT services provider soma technology group uses Dubber to record all incoming and outgoing client calls, internal calls and meetings.

The business’s headquarters is on the Gold Coast in Queensland and there are offices in Brisbane, Sydney, Melbourne and Perth, with a large number of staff working remotely.

Soma provides technical phone support to small to medium-sized organisations. It also runs a consulting practice that handles audits, implementations and other IT functions.

COO Aaron Prout says: “As a managed service provider we are a customer service business. It’s important our clients receive the support they need. It’s also very important that everything we do is traceable with checks and balances through all our systems”

Soma’s previous phone and recording solution was difficult to use and therefore staff were avoiding it and using their mobiles instead. And it was impossible to record calls made by the remote workforce. This meant that a large number of customer service calls weren’t being recorded for evidence or monitored for quality assurance.

The Dubber solution

Soma chose Dubber’s call recording and voice AI solution combined with Telstra Calling for Office 365, based on Microsoft Teams, as its voice system. “We wouldn’t have moved to Teams Calling if it wasn’t for Dubber”.

“The Dubber and Microsoft Teams solution is much better than the previous one. Now everyone is using it across the whole company”

Before, when they wanted to review a conversation they would have to go through all the MP3 files and listen to the entire call – and there was no search function.

With Dubber, they can search for calls easily using the google-like search function and  quickly skip through the call to the relevant section. “It’s a lot faster to find what we’re looking for”.

What are the results?

Effective staff training for customer service performance

When soma gets negative customer feedback, either from a survey or through direct communication, managers listen to the conversation. This gives them an opportunity to guide staff on how they can improve.

“Dubber ticks a lot of boxes for us. We use it in a variety of areas. We use it for team education, we can go back and look at some of the calls our staff make. We make sure they’re following our phone support processes, that they are using the right communication style and that they have an understanding of the products they are selling. It’s all about giving good customer service”.

Better customer satisfaction

Soma uses Dubber to improve client satisfaction. If there is any negative feedback in post-customer service call surveys, they can listen to the conversation and quickly identify the issue.

Now with Dubber, the weekly satisfaction survey results never go below 4.5 out of 5 “This is 100 percent because of call recording”.

Dubber also helps fill in the gaps when a client doesn’t complete a survey. Not every unhappy customer provides feedback. soma uses the AI sentiment analysis tool to quickly highlight and identify those customers.

“Dubber’s AI sentiment analysis means we can learn if the clients are getting frustrated and if someone needs to dive in and take a closer look at that. It may be that we need to get in contact with them and have a conversation before the relationship goes south. We didn’t have the ability to do this before Dubber.”

Visibility of remote workers conversations

Staff throughout the country field incoming calls. Now with Dubber, all calls can be recorded regardless of location. This was especially useful during the Covid-19 lockdown when all employees worked from home.

Before Dubber and Telstra Calling for Office 365, this level of universality wasn’t possible. Originally the business was only able to record calls at the head office.

Prout says: “Our systems are set up so the call flows mean any of our guys can work from wherever they are with access to Microsoft Teams and into our systems.

“We use Dubber for the call recording and it captures everything whether people are on a mobile, an office phone or on Teams. We use it for all our support.”

Traceability of crucial conversations

Soma also uses call recording to monitor discussions over new business proposals. It means everything is detailed and captured to prevent any disputes over what was agreed.

“It stops there being any arguments about what we said and it covers us from a legal standpoint as well”.

Thousands of dollars saved

Moving to Dubber and Telstra Calling for Office 365 has meant significant cost savings for soma – about $30,000 per year – by eliminating costly hardware and maintenance costs and reducing expensive license fees.

Like to Learn More?

WellPet Vets saves thousands using Dubber Call Recording to confirm clients understand agreed procedures and costs 

Here’s the backstory

WellPet turned to Dubber when it needed a better way to record calls at three veterinary hospitals in its Western Sydney practice.

Lucy Chapman, WellPet senior manager, says 19 employees speak to clients throughout the day. This includes nurses, receptionists, and admin staff. The practice is busy, it runs around the clock 365 days a year and deals with hundreds of calls every day.

WellPet noticed there was a problem. What clients would say about their phone conversations with staff didn’t always match notes taken at the time. This led to billing disputes.

“We want to be able to confirm what a receptionist says when on a call. In this industry, there are a lot of emotions because we deal with pets. Things can escalate fast. We wanted to know if clients’ reports of what staff told them was accurate, or if it was a bit of a lie,” she says.

Why WellPet chose Dubber

WellPet IT manager Anthony Karolis says his company took its first steps with call recording when it implemented a call centre.

“We had media recording provided through Cisco Media Sense. There wasn’t anything intelligent: it recorded, nothing else. Media Sense was reliable but we’d end up with .wav files that had random names. It meant we would have difficulty finding recordings and matching them to calls. Often we would lose recordings.”

Karolis says Outcomex, WellPet’s systems integrator, proposed Dubber as part of a review of the company’s IT infrastructure. This was in preparation for a move to cloud-based Cisco Webex Calling.. He says that Outcomex worked with WellPet to get the right solution in place and that “… the Outcomex technical guys work like an extension of my team”.

WellPet chose Dubber because the licence cost was much lower than the alternatives. That meant every call at the three hospitals could be recorded, not just a select few.

The Dubber Experience

Installation was simple. Dubber is cloud-based and fully integrated with Cisco Webex Calling, so it was switched on instantly. At WellPet it was a matter of giving log-ins to relevant staff members and a short rundown on how to use the software.

Today, if there is a query or concern, Chapman’s team can find the relevant recording fast.

She says: “When we search for a client phone number in our database, we can find the file. Linking to a number, not a client account, is important as WellPet often deals with new clients.

“We can immediately clarify what the client said and listen to the context. Our previous system was fine up to a point, but if IT is not your main focus it could be complex to use.

“When we switched to Dubber we had a system that an average user would have no trouble navigating. I found it easy, even with tasks like exporting recordings. That’s something that was difficult with our previous system.

“No matter how many times we did it, things would always go wrong or we’d lose something and not be able to find it again. Now I can do this myself in minutes.”

Recently, WellPet helped the police with an investigation. Chapman needed to extract many recordings the police wanted. She says with Dubber it was easy to find and export them.

“This was something I would have needed help with when we used the previous system.

She says: “Because Dubber is more user-friendly, I find myself using it more. In the past, there were situations where call recordings would have been beneficial, but I knew retrieving them would involve too much work. It might take several hours  to track down two minutes of audio.”

Here’s the results…

The key benefit of Dubber is to resolve billing issues. Chapman says a client may be told a vet has found something and needs to conduct tests that might cost $1500. Then at billing time the client says they were never warned about that. “We’re able to fight disputes now that we have the evidence to back us up. We can tell the client that they were told of the cost and consented”. This has saved WellPet thousands of dollars and ensured issues don’t escalate further.

Another area where WellPet now uses call recording is in training. Chapman uses it to give client-facing staff feedback on how to better handle calls. This is important because the people dealing with calls tend to come from a veterinary nursing background and are not necessarily experienced in front-line customer relations.

She says she can listen to understand where someone may have used the wrong language or if something was explained that didn’t make sense. Likewise, if there is a client complaint she can listen and discuss the incident with the person involved.

Ultimately, this means that we can improve the service we offer to clients.

Devonport City Council turned to Dubber’s call recording and voice AI to get insights to improve staff training, boost customer service, and track customer satisfaction on every call.

Here’s the backstory

Devonport City Council found Dubber when it needed help understanding customer satisfaction.

The council serves a city of 26,000 people on Tasmania’s north coast.

There’s a team of seven customer service staff who handle all the calls arriving at the council. They can deal with queries themselves or pass calls on to other council departments.

The team deals with a wide range of calls including parking, animal control, rates, and health matters. It also handles calls from developers and builders, along with requests for services such as fixing potholes in local roads.

Customer Services Coordinator Danielle Harvey says the council wanted to know if callers were happy with the service they got, but didn’t want to ask them to stay on the line for an automated survey.

In the past without call recording, they only had anecdotal evidence of customer satisfaction. “We didn’t even have any statistics on how many calls a day we had. I couldn’t tell the busiest time of day or day of the week”

What was the solution?

The council uses Telstra’s IP telephony (TIPT) service and asked the telco for help. It suggested Dubber, which is able to record every call then provide full analytics.

It took next to no time to set up Dubber to record all the council’s incoming calls. The council then added voice AI analytics to transcribe and measure the sentiment of every call.

What were the results?

Improved Staff Training

The council uses Dubber to improve staff training and the way calls are handled. Harvey says in the past training involved her sitting beside the team to hear their side of conversations. “When you are working alongside someone you might not hear their tone and manner. With Dubber I can sit in a quiet room, listen to both sides and hear the tone and manner. It’s very useful”.

Harvey takes a subtle approach with staff feedback. She says the customer service team are not keen on being recorded and do not like being told after a call what they should have said.

Instead, she listens to a select number of calls each week and, based on what she hears, makes general suggestions to all staff members during meetings.

She says: “I simply say something like: did you realise we have these parking permits? If anyone asks about parking you can give them this information.”

At the same time, she asks staff to identify calls they think she should listen to. This can be when someone asks a difficult question or maybe when the caller feels they didn’t get a full enough answer. Harvey can simply and quickly search for the call using a phone number.

“Dubber has been the next level for customer service performance and we now have more structure in our training. Dubber is filling in the gaps in knowledge”.

Feedback for other departments

One area where she found Dubber helpful is with setting up questions for data collection. A council department might give the customer service team a series of questions to ask callers to gather more information. In cases, the customer service team understands these might not be the best questions.

By being able to go back to the departments with recordings of calls, they are able to identify where they might improve their questions to get the right answers from callers.

Customer Satisfaction Monitoring

The sentiment rating instantly measures if a call is happy, unhappy or neutral and quickly gives pointers to the calls that may need closer examination. Transcripts are helpful for a quick overview, because listening to recordings takes more time. Harvey says she also finds transcripts handy when it comes to sharing information with other council managers.

The council’s next step will be using Dubber’s automation and sentiment analysis to set up dashboards. That way managers can log-in and get an instant overview of customer satisfaction. They can see how customers are responding, how many calls are coming in, and how long each call takes.

Discover how one of Switzerland’s largest private banks utilises Dubber Unified Call Recording and Voice AI to proactively monitor phone calls and messages, enabling the identification of rogue operators and potential compliance breaches.

Glean insights on how you can ensure MiFID II, GDPR and PCI compliance across your organisations’ communications channels with:

• Unified call recording across any device, location or collaboration platform
• Automatic transcription into multiple languages
• Sentiment and tone analysis of every phone call
• Real-time alerts of keywords and phrases surfaced during conversations

Download the case study and get in contact to discuss how Dubber can solve your compliance concerns.

“Our business is based on time, so mistakes are costly” 

NT Recycling Solutions saves $50,000 per year using Dubber’s call recording to resolve client disputes over services ordered and staff training to reduce errors in bookings.

Here’s the backstory

NT Recycling Solutions is a waste management and recycling business in the Australian Northern Territory city of Darwin. The business deals in general waste removal and operates a recycling facility to reduce the amount going to landfill.

The company has three staff who take inbound calls. Regular customers who don’t have a scheduled service call the company and book when they need their waste bins emptied. Causal customers can call to order bins and the company’s drivers make contact with the office when there are issues with jobs.

Being able to record calls helps quickly resolve customer disputes and staff booking errors. These were costing NTRS thousands of dollars and causing inefficiencies with drivers schedules.

The Solution

NTRS uses Telstra Calling for Office 365 (based on Microsoft Teams) for all its calls. It uses Dubber Unified Call Recording to record and capture calls. In tandem, NTRS uses Dubber’s CallN reporting for additional insights into call statistics. This can include knowing which team member takes the most calls and what time of day those calls come in.

Different departments within the business including customer service, sales, and administration can all easily review calls and reports on Dubber.

Dubber’s recent partnership with Microsoft together with Dubber’s rich functionality were central to giving NTRS the right solution.

NTRS was operating a traditional on premises phone system, using CallN for recording. When it moved to Telstra Calling for Office 365, Dubber was able to craft a unique solution that delivered Dubber’s backend recording while maintaining the familiar CallN interface at the front end.

The Benefits

Speedy dispute resolution

General Manager, Dean Caton says NTRS mainly uses Dubber to verify orders placed by customers. “A customer will ring the office and say I asked for this service: ‘I need your driver to come back right now and do this for us’.”

This can be disruptive and expensive. By the time the call comes in the driver might be 40 minutes away. Revisiting pick-ups was costing NTRS more than $1000 a week.

When this happens, the staff member can check the call recording and listen to the request. Caton says at this point the customer might change their story — if they still want the driver to return, they will have to pay for it.

This was a huge problem in the past, but Caton says now that customers know their calls are recorded, they are less likely to make these claims.

Staff training and reduction of costly errors

Another Dubber benefit for NTRS is staff training and reducing booking errors.

The business depends on efficient scheduling, so mistakes and booking errors are costly.

“All our business is based on time, so if we’re going back to sites we’ve already been to, that costs us a lot of time and we don’t get the productivity out of our drivers”.

Caton says it is useful for training, especially when a new team member joins to be able to go through a recording if, say, they made a booking error.

“We can say that you should have asked this question. A number of our customers have different types of bins at their site. If they ring and say they want their bin emptied, we want our customer service person to ask the right question to find out which bin needs to be collected.”

Not all trucks can collect all bins, so getting this right is another cost saving because they don’t have to divert trucks from other locations to service the job correctly.

Virtual oversight can help finance companies preparing for the Australian Securities and Investments Commission’s Regulatory Guide 271 which comes into effect on October 5.

RG 271 explains what finance companies must do to create an internal dispute resolution system that ticks all the regulatory boxes. It is part of a suite of regulatory changes happening in October. Elsewhere we look at Anti-Hawking regulations.

What are the requirements?

DLA Piper partner Sophie Devitt says the new rules aim to see that every customer of the financial services industry is able to get “fair, timely and effective dispute resolution”. This covers consumers and small businesses.

“Part of this means capturing any expression of dissatisfaction from customers where there is a reasonable expectation that a response or resolution is expected.”.

There’s no need to trawl the internet for evidence of dissatisfaction. Yet there is an expectation that should something show up on a company’s Twitter feed or Facebook page then the company will respond to the complaint.

Likewise, if a company representative hears a verbal complaint, that also has to be acknowledged and given a response.

The company needs to let the complainer know staff have registered their grievance and will get back with a formal response. The idea is that the incoming communications channel is the best outgoing channel, so a complaint voiced on, say Facebook will get a notification on Facebook.

Devitt says dealing with disputes can get challenging with the required timeframes and the manner in which the complaint arrives. A complaint has to be documented and acknowledged within 24 hours, and in most cases, a substantive response is needed in 30 days. This can be challenging when complaints are received by staff who are not sitting behind desks, say, an insurance assessor working in the field.

Demonstrate compliance

Devitt says the industry has had more than 12 months to prepare. Which means by now their plans are likely to be well advanced.

She says; “They need to think about how they can meet their obligations. It means putting the right structures in place, setting up internal processes and deciding on the frequency of reviewing the processes. There is a reporting requirement.”

“You have to demonstrate to the regulator through your reporting and data collection how you are going to comply. Producing the data is now a significant element of compliance.’

Speed and clarity is the essence

The key is getting the complaint into the system as fast as possible, wherever it comes from. And then making sure the key people are alerted immediately.

Data collection is essential. Companies need to classify complaints for later analysis to help identify problem areas, it could be the customer service department or the nature of transactions.

‘Expression of dissatisfaction’ is a broad term. Devitt says lawyers are working with clients on how to do this; a good starting place would be to look at customer expectations and whether they are being met. This can also mean work for companies on setting those expectations.

Call recording, AI – a digital backstop

All of this puts obligations on teams to monitor every customer interaction across every channel. Virtual oversight is using unified call recording and AI technology to provide an extra layer of support to teams looking for potential complaints.

There’s always a possibility companies will miss ‘expressions of dissatisfaction, especially during conversations. For companies using modern call recording technologies, AI has the potential to scan calls looking for, say, a tone of voice or keywords. It can then point out potential problems.

Unified call recording and AI technologies can also automatically alert the right people when a customer is unhappy. It can feed that data into existing IDR processes and workflows to ensure fast responses. Conversational data can also be integrated into reporting data sets – vital to meet ASIC’s expectations on data.

Sophie Devitt is a partner with DLA Piper. She works from the global law firm’s Brisbane office and specializes in insurance regulatory law, which has wider application across the entire finance sector.

Soma improved customer experience using Dubber call recording and voice AI to track conversations across a dispersed workforce.

Here’s the backstory

Australian managed IT services provider soma technology group uses Dubber to record all incoming and outgoing client calls, internal calls and meetings.

The business’s headquarters is on the Gold Coast in Queensland and there are offices in Brisbane, Sydney, Melbourne and Perth, with a large number of staff working remotely.

Soma provides technical phone support to small to medium-sized organisations. It also runs a consulting practice that handles audits, implementations and other IT functions.

COO Aaron Prout says: “As a managed service provider we are a customer service business. It’s important our clients receive the support they need. It’s also very important that everything we do is traceable with checks and balances through all our systems”

Soma’s previous phone and recording solution was difficult to use and therefore staff were avoiding it and using their mobiles instead. And it was impossible to record calls made by the remote workforce. This meant that a large number of customer service calls weren’t being recorded for evidence or monitored for quality assurance.

The Dubber solution

Soma chose Dubber’s call recording and voice AI solution combined with Telstra Calling for Office 365, based on Microsoft Teams, as its voice system. “We wouldn’t have moved to Teams Calling if it wasn’t for Dubber”.

“The Dubber and Microsoft Teams solution is much better than the previous one. Now everyone is using it across the whole company”

Before, when they wanted to review a conversation they would have to go through all the MP3 files and listen to the entire call – and there was no search function.

With Dubber, they can search for calls easily using the google-like search function and  quickly skip through the call to the relevant section. “It’s a lot faster to find what we’re looking for”.

What are the results?

Effective staff training for customer service performance

When soma gets negative customer feedback, either from a survey or through direct communication, managers listen to the conversation. This gives them an opportunity to guide staff on how they can improve.

“Dubber ticks a lot of boxes for us. We use it in a variety of areas. We use it for team education, we can go back and look at some of the calls our staff make. We make sure they’re following our phone support processes, that they are using the right communication style and that they have an understanding of the products they are selling. It’s all about giving good customer service”.

Better customer satisfaction

Soma uses Dubber to improve client satisfaction. If there is any negative feedback in post-customer service call surveys, they can listen to the conversation and quickly identify the issue.

Now with Dubber, the weekly satisfaction survey results never go below 4.5 out of 5 “This is 100 percent because of call recording”.

Dubber also helps fill in the gaps when a client doesn’t complete a survey. Not every unhappy customer provides feedback. soma uses the AI sentiment analysis tool to quickly highlight and identify those customers.

“Dubber’s AI sentiment analysis means we can learn if the clients are getting frustrated and if someone needs to dive in and take a closer look at that. It may be that we need to get in contact with them and have a conversation before the relationship goes south. We didn’t have the ability to do this before Dubber.”

Visibility of remote workers conversations

Staff throughout the country field incoming calls. Now with Dubber, all calls can be recorded regardless of location. This was especially useful during the Covid-19 lockdown when all employees worked from home.

Before Dubber and Telstra Calling for Office 365, this level of universality wasn’t possible. Originally the business was only able to record calls at the head office.

Prout says: “Our systems are set up so the call flows mean any of our guys can work from wherever they are with access to Microsoft Teams and into our systems.

“We use Dubber for the call recording and it captures everything whether people are on a mobile, an office phone or on Teams. We use it for all our support.”

Traceability of crucial conversations

Soma also uses call recording to monitor discussions over new business proposals. It means everything is detailed and captured to prevent any disputes over what was agreed.

“It stops there being any arguments about what we said and it covers us from a legal standpoint as well”.

Thousands of dollars saved

Moving to Dubber and Telstra Calling for Office 365 has meant significant cost savings for soma – about $30,000 per year – by eliminating costly hardware and maintenance costs and reducing expensive license fees.

From October, Australian insurers and financial institutions must comply with new anti-hawking and internal dispute resolution regulations.

Both sets of rule changes add to compliance risks and highlight the need for reliable, comprehensive call recording. Here we look at the implications of new anti-hawking rules, a second post will examine the internal dispute resolution requirements.

Anti-hawking legislation

Anti-hawking means that offers of financial products to retail clients can no longer be made as a result of unsolicited contact. In effect, it is the end of unsolicited cross-selling.

DLA Piper partner Sophie Devitt says the law addresses concerns raised in the Banking Royal Commission that poor customer outcomes may occur when sales of financial products occur after-sales teams contact customers without any prompting.

She says; “A concern raised by ASIC is that unsolicited contact means there’s a risk customers will be unable to make clear and informed decisions about the products they may or may not want.

“While that’s the main focus of the new law, there’s also recognition that even when a customer contacts the financial service provider in relation to a specific product, that the risk  could still occur.”

In the past, general insurance products were exempted from the hawking provisions. They were able to cross-sell so long as they could meet certain requirements and provide key information to consumers. That exemption has gone.

Clear informed consent

Now the regulatory environment is all about having “clear, informed consent” even before creating an opportunity for a consumer to buy a product. The idea is to reduce the pressure on consumers to buy, even when there is a cooling-off period.

Many finance companies have traditionally used call centres for cold-calling to handle these sales. Under the new rules, accurate and complete call recording becomes a compliance must-have.

Devitt says the rules can be tricky to navigate.

How can call recording and voice AI help?

Dubber call recording can collect and document evidence of a clear customer request to buy further insurance or financial products. It’s unobtrusive, the recording takes place at the network level and needs no intervention by the person taking the call. Transcripts are available on every call.

Voice AI provides critical insights to flag potential compliance risks and for staff training to ensure compliant conversations. Automated alerts and notifications can surface conversations that shouldn’t have happened but did happen. In addition, the powerful Google-like search in voice AI provides access to records for investigations and training in seconds.

Sophie Devitt is a partner with DLA Piper. She works from the global law firm’s Brisbane office and specializes in insurance regulatory law, which has wider application across the entire finance sector.

• Answers critical need for recording, replaying, and revealing insights across video conversations

• Dubber for Webex Meetings Video add-on pack and Video storage add-ons available today

• For a limited time, all Webex Meetings Dubber Premier subscription plans get video add-on pack free for 6 months

   

Melbourne, Australia and Dallas, Texas – 19 August 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber), today announced that it has launched compliant video capture to its cloud call recording and voice AI services for Cisco Webex Meetings. Dubber personal and confidential call recording is embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

Businesses and individual users with compliance and regulatory requirements to record and store their communications can now securely capture every call, and video conversations including, one to one video calls and multi-party video conferences on the Cisco Webex Meeting platform via Dubber.

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables video recordings with instant insights, analytics, transcriptions, sentiment analysis with Voice-AI powered alerts and notifications all stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

“Video has become a primary communications medium for every business,” James Slaney, COO, Dubber. “With the release of compliant and secure video recording options for Webex meetings we’re enabling video to be captured, reviewed and intelligence generated alongside call records.”

“We’re answering the need to address compliance mandates in a work from anywhere world with advanced functionality, secure ease of access and economically scalable storage. There are equally important opportunities for business and government to improve employee coaching and productivity, resolve customer disputes with ease, and automatically generate real-time customer and employee satisfaction data,” added Slaney.

Background: Dubber Video Capture on Cisco Webex Meetings

• Available to all Cisco Webex Meetings customers
• Available for order now from Cisco, Cisco Partners and registered Dubber resellers on CCW
• Dubber cloud call recording now captures and unifies all voice and video data
• Flexible and affordable plan options start as low as $39.95 (USD) per user/month, which includes Video add-on pack with up to 100GB video storage per user
• Video storage add-on pack (1TB) in the Voice Intelligence Cloud available for users and accounts with expanded storage needs. Video Storage add-on packs start at 1TB storage for $100 (USD) per month for an account
• Additional Dubber compliance, storage, transcription and AI plans are available immediately
• Access more information here.
• Access Dubber on Webex Meetings via Cisco AppHub 

Background: Cisco Webex Meetings

Cisco® Webex Meetings delivers over 25 billion meetings per month, offering industry-leading video and audio conferencing with sharing, chat, and more.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors: Simon Hinsley                                   UK Media: James Taylor | The PR Network

simon.hinsley@dubber.net                                james.taylor@thepr.network

+61 (0) 401 809 653                                          +44 (0)7796 138291

AU & NZ Media: Terry Alberstein                      US Media: Charlie Guyer, Guyer Group for Dubber

terry@navigatecommunication.com.au             charlie@guyergroup.com

+61 (0) 458 484 921                                           +1 617 599 8830

Record, replay, reveal AI-enriched insights. Buy now and get the first six months of video recording on us!

We recently announced our global first Foundation Partnership with Cisco, which saw Dubber personal and confidential cloud call recording embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

As of today, you’ll be able to compliantly capture video conversations on Webex Meetings. You’re now able to record, replay and reveal insights from every crucial business conversation across voice and video calls.

Comply & end not knowing

How often have you had a team or customer meeting and wished you could go back and review key points? Or share it with your team for coaching or training? That’s one use case for recording video.

Clearly, nobody is going to do this all the time so having real-time search and scalable storage is critical.

But what if that same content sent you signals – alerts and notifications when key phrases or words were used? Instantly managers would know they needed to dive into a conversation and check what was being said. Compliance leaders would have instant visibility to the businesses compliance standing and evidence requirements were being met. HR managers could easily check in on issues and get instant employee sentiment data.

Dubber makes all of this possible for the first time with nearly endless use cases. In simple terms, this means everyone in the business benefits. Take customer dispute resolution. Now with an instantly available record of the conversation, it’s easy to know what was said. And with Dubber you’ll be able to see phone calls, video and more in one place.

You need more than a basic recorder

The alternative is basic personal call recording solutions sometimes included with applications. These solutions are limited in capturing, authorising, managing, and facilitating compliant call recording. And they don’t enable all your calls – including those outside of Cisco Webex, to be recorded, replayed and analysed in one place.

Dubber delivers meaningful transcriptions, analytics, legal hold, and intelligent keyword search, saving time on investigations, discovery, as well as prompting actionable intelligence, effectively designed to solve business-critical outcomes.

We already see substantial early demand around video dominant use cases like telehealth, video-based customer support services, HR, recruiting, and live event streaming.

What’s included in Dubber on Webex Meetings?

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables capturing every video conversation stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

The first six months of video recording on us!

For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed. To order now, speak to your Cisco Partner or visit Dubber on Webex Meetings.

Chat to us to learn more

To learn more about Dubber on Webex Meetings and help you and your business stay ahead in the hybrid work environment, book a short consulting session with our Dubber on Cisco specialist.

Compliant video recording is now available on Webex Meetings. Simple & easy upgrade for Dubber Go users!
80% of all critical business conversations are voice and video. This is one of the many compelling reasons why Dubber on Webex Meetings is meaningful to new and existing Dubber plus Cisco customers – enabling the capture and unification of voice calling data and video for the first time on Cisco platforms.

Dive deeper into the power of Dubber on Cisco
We’ll be running global webinars over the next couple of weeks, covering all the exciting integration details and much more for partners. To register, simply click here. For more information about Dubber on Webex Meetings, click here.

What does this mean for customers?
Individuals, Businesses, and Government users with regulatory compliance mandates to record and store every voice and video communications can now securely capture all audio calls, one-to-one video conversations and multi-party video conferences with Dubber on Webex Meetings. By simply including the video add-on pack (up to 100GB storage) for just $25 (USD) per user per month on your Dubber solution plan, all video recordings and data are automagically stored, easily searchable and will have the full complement of Dubber services available.

Critically with Dubber on Webex Meetings, compliant recordings are achievable with automated policy-based recording. Ensure proactive compliance and risk visibility with AI-enriched insights, alerts, search and sentiment analysis.

While some UC solutions include call or video recording solutions, they are limited in capturing, authorising, managing, and facilitating compliant call recording. And the costs for storage and lack of any intelligence delivered from the recording limit their use.

For Cisco Webex Meetings customers unifying voice calling and video recordings in the Dubber, Voice Intelligence Cloud unlocks limitless use cases possibilities, especially as demand grows for customer dispute resolution, customer experience, telehealth, HR, remote inspections and customer support based services.

The first six months of video recording on us!
For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed.

And don’t forget, Dubber free and personal call recording is available as an embedded standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM). Enabling Dubber Go customers simple and easy upgrade to record every call and video across all major cisco platforms. With the expansion of the partnership, Dubber is now the most complete unified conversational recording solution on Cisco.

What does this mean for Cisco Partners?
The expanded Dubber offering for Cisco partners and Dubber resellers affirms Dubber as the most complete recording solution on all major Cisco platforms. In addition to Dubber being the embedded cloud call recording solution for Webex Calling and UCM-Cloud, partners can tap into the rapidly growing demand for hybrid work enabled solutions and voice data intelligence.

“Today’s announcement expands Dubber’s strategic offering on CIsco, video communications and compliant video recording are fundamental to every business in a hybrid work environment,” said Russell Evans, CRO, Dubber. “For Cisco Partners this is an incredible opportunity to increase differentiation and revenue by making the critical shift from selling connections to creating solutions based on the value of the rich content in conversations.”

For Cisco partners and resellers, ordering is simple, Dubber on Webex Meetings is available on CCW, the Cisco AppHub or from Dubber directly.

Chat with us about doing more with every conversation
To chat to a Dubber on Cisco specialist about getting your customer, team or organization set up today, reach out here. Also, make sure to register to become a Dubber on Cisco partner today and get access to partner incentives, market development funds and much more.

• Dubber Unified Call Recording and Voice AI Solution provides real time sentiment analysis

• Dubber cloud solution makes hardware based call recording for small call centre environment obsolete

• Devonport City Council see increased customer satisfaction with service

Dubber Corporation Limited (ASX: DUB), has deployed an innovative Unified Call Recording (UCR) solution with Devonport City Council to provide insights for training, and real-time sentiment analysis for the City’s customer service team.

The solution was provided nearly “instantly” over an existing Telstra TIPT unified communications solution utilised by the City for its business communication requirements.  Telstra TIPT offers carrier-grade IP voice, video, instant messaging, and other services and is one of the most extensively deployed unified communications platforms in Australia.  The Dubber solution eliminated the need for any costly on-site equipment that would usually be required for legacy call recording solutions and was provisioned as an embedded service inside the Telstra TIPT service.

The Devonport City Council has a team of seven customer service staff who handle all calls arriving at the council, serving a large geographic area with a population of more than 26,000 in Tasmania’s North Coast. These calls and queries are either handled by team members themselves or passed on to other council departments.

The City’s customer service team deals with a wide variety of calls including parking, animal control, rates, health issues, as well as calls from builders, developers and planners, along with requests for services such as road maintenance.

“Dubber has helped us get to the next level for customer service performance and we now have significantly more structure in our training. With useful information like call transcription, real time sentiment analysis, and instant search of call records, Dubber helps fill in the gaps in our knowledge and improve the services we provide to our citizens,” said Customer Service lead Danielle Harvey, City of Devonport.

The Dubber solution for the City of Devonport was deployed “as a service” via Telstra’s Enterprise Sales Team.  “Deploying the Dubber service was very fast and simple.  We just worked with our Telstra rep with our existing phone system and Dubber was switched on nearly immediately for our entire team,” said Harvey.

“We are delighted to be working with Devonport City Council as they equip their customer service team with Dubber Unified Call Recording via their Telstra TIPT service.  Devonport is a great showcase of how cloud call recording and voice AI can be used – simply and cost effectively – to deliver services to citizens better than ever.  We love the fact that Dubber solutions like real time sentiment analysis, transcription and voice AI allow council staff to do their jobs better and faster, improve training and improve the services they provide to council residents,” said James Slaney, COO, Dubber.

Dubber Solution:

• Dubber Premier (Call recording and Voice AI)
• Telstra TIPT
• Recording for all inbound customer calls
• Easy to view recordings, transcriptions and sentiment analysis of each call
• To view expanded case study please click here.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe, and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors

Simon Hinsley

simon.hinsley@dubber.net

+61 (0) 401 809 653

Media

Terry Alberstein

terry@navigatecommunication.com.au

+61 (0) 458 484 921

“What’s our customer satisfaction right now?”

Devonport City Council turned to Dubber’s call recording and voice AI to get insights to improve staff training, boost customer service, and track customer satisfaction on every call.

Here’s the backstory

Devonport City Council found Dubber when it needed help understanding customer satisfaction.

The council serves a city of 26,000 people on Tasmania’s north coast.

There’s a team of seven customer service staff who handle all the calls arriving at the council. They can deal with queries themselves or pass calls on to other council departments.

The team deals with a wide range of calls including parking, animal control, rates, and health matters. It also handles calls from developers and builders, along with requests for services such as fixing potholes in local roads.

Customer Services Coordinator Danielle Harvey says the council wanted to know if callers were happy with the service they got, but didn’t want to ask them to stay on the line for an automated survey.

In the past without call recording, they only had anecdotal evidence of customer satisfaction. “We didn’t even have any statistics on how many calls a day we had. I couldn’t tell the busiest time of day or day of the week”

What was the solution?

The council uses Telstra’s IP telephony (TIPT) service and asked the telco for help. It suggested Dubber, which is able to record every call then provide full analytics.

It took next to no time to set up Dubber to record all the council’s incoming calls. The council then added voice AI analytics to transcribe and measure the sentiment of every call.

What were the results?

Improved Staff Training

The council uses Dubber to improve staff training and the way calls are handled. Harvey says in the past training involved her sitting beside the team to hear their side of conversations. “When you are working alongside someone you might not hear their tone and manner. With Dubber I can sit in a quiet room, listen to both sides and hear the tone and manner. It’s very useful”.

Harvey takes a subtle approach with staff feedback. She says the customer service team are not keen on being recorded and do not like being told after a call what they should have said.

Instead, she listens to a select number of calls each week and, based on what she hears, makes general suggestions to all staff members during meetings.

She says: “I simply say something like: did you realise we have these parking permits? If anyone asks about parking you can give them this information.”

At the same time, she asks staff to identify calls they think she should listen to. This can be when someone asks a difficult question or maybe when the caller feels they didn’t get a full enough answer. Harvey can simply and quickly search for the call using a phone number.

“Dubber has been the next level for customer service performance and we now have more structure in our training. Dubber is filling in the gaps in knowledge”.

Feedback for other departments

One area where she found Dubber helpful is with setting up questions for data collection. A council department might give the customer service team a series of questions to ask callers to gather more information. In cases, the customer service team understands these might not be the best questions.

By being able to go back to the departments with recordings of calls, they are able to identify where they might improve their questions to get the right answers from callers.

Customer Satisfaction Monitoring

The sentiment rating instantly measures if a call is happy, unhappy or neutral and quickly gives pointers to the calls that may need closer examination. Transcripts are helpful for a quick overview, because listening to recordings takes more time. Harvey says she also finds transcripts handy when it comes to sharing information with other council managers.

The council’s next step will be using Dubber’s automation and sentiment analysis to set up dashboards. That way managers can log-in and get an instant overview of customer satisfaction. They can see how customers are responding, how many calls are coming in, and how long each call takes.

Like to Learn More?

Overview

One of Switzerland’s largest private banks required a secure and compliant solution that enabled the proactive recording, capture and analysis of mobile phone calls between financial advisers, traders and clients.

The Private Bank’s Chief Risk Officer (CRO) says the business had efficiency issues. “We used to have an extremely manual process of listening to recorded calls to identify breaches”.

The bank had an imperative to mitigate against potential surveillance breaches, whilst maintaining employee productivity, aligned with positive customer experience. “Any compliance breaches had the potential to leave us open to regulatory fines”, they said.

The Swiss Private Bank had a recording system in place, but staff wasted huge amounts of time locating, manually transcribing and analysing phone calls.

The customer selected Dubber to record and transcribe mobile phone calls and messages, with the real-time Search function allowing them to save time on filtering and finding specific compliance issues. The solution also enabled a more positive customer experience, driving employee culture through an AI driven sentiment and tonal analysis engine of every customer interaction.

Once installed the CRO said the team instantly became more efficient. They said, “The time and costs saved with Dubber, along with the compliance benefits have gone beyond expectations”.

The Swiss Private Bank is now recording and automatically transcribing calls in six languages and has since implemented Dubber Voice AI to enhance proactive compliance. Dubber automatically detects the language being spoken during the first few seconds of the call.

Alerts and notifications for keywords and phrases spoken in client conversations have provided the Bank with an additional layer of security leaving them confident that breaches will be identified immediately.

The Challenge

• Manual and in-efficient process of listening to recorded calls and messages between wealth managers and clients
• Their legacy system recorded calls, but the lack of a search function meant users couldn’t locate specific phone calls, meaning breaches could be missed
• No automated transcriptions – their manual workaround was slow, ad-hoc and expensive

The solution

• Dubber Snified Call Recording to deployed enable call and message capture
• Real-time search and auto-transcriptions allows users to easily locate specific calls and conversations in seconds
• Proactive surveillance for the identification of rogue operator conversations with alerts and notifications on keywords such as “You should buy ”, or suggesting the call continue on a non recorded communication platform
• Auto language technology, transcription of six languages with sentiment and tonal analysis, transforming unstructured communications data into actionable intelligence that drive business insight

The Results

Meet Compliance Requirements

• 100% visibility of wealth manager-client conversations
• Better enforcement of surveillance and risk management protocols
• Immediate escalation of potential compliance breaches

More Efficient

• Replaced manual listening and transcription process
• Sentiment and tone analysis of all calls, improving customer experience and managing employee culture

Surveillance

• Proactive alerts of keywords from recorded calls
• 100s of thousands saved in manual transcription costs

We now have total visibility of all our traders’ conversations, even when they’re working from home. The automated surveillance means we can immediately identify compliance
breaches, reduce risk, and save time and money.

Download the case study here.

London, August 2021 – Ingram Micro, the leading global distributor of cloud-based IT products and services, today announced that Dubber, the world’s first and leading provider of cloud-based unified call recording and voice intelligence, is now available to all channel partners and resellers via the Ingram Micro Cloud Marketplace in Europe, Middle East and Africa.

Dubber’s unique value is in its ability to enable the secure cloud recording of voice calls and collaboration meetings from any device, location or collaboration platform – connecting directly at the network layer with over 150 service providers globally including BT, AT&T, Verizon, Telstra and O2, as well as collaboration platforms like Zoom Phone and Meetings, Cisco Webex Calling and Microsoft Teams.

Dubber’s AI-driven Voice Intelligence Cloud enriches voice data, generating business critical insights, real-time search, alerts, transcriptions and sentiment analysis – enabling businesses of any size to automatically record every call to meet compliance mandates; improve sales and service performance; and unlock the possibilities contained within voice data.

The availability of Dubber on the Ingram Micro Cloud Marketplace provides all channel partners and resellers an opportunity to differentiate their UC offerings to customers, with a uniquely scalable and quick-to-deploy solution that eliminates the cost, complexity and limitations of traditional legacy call recording solutions.

Dubber is one of the first recording platforms to be certified for compliance by Microsoft for integration directly into Microsoft Teams. Dubber also recently acquired Speik, the leading UK provider of mobile call recording and PCI payments solutions.

Ovi Gherghel, Cloud & Cyber Security Country Leader (UK&I) at Ingram Micro UK said: “The launch of Dubber on to the Ingram Cloud Marketplace couldn’t come at a better time for us and our partner community in the UK. As the world settles into hybrid remote-working, businesses need a compliant solution that can capture call recordings across networks and applications and support work from anywhere, at any time… Dubber can now fulfill that need.”

Simon Broadbent, VP Sales at Dubber said: “Gartner predicts that by 2025, 75% of conversations at work will be recorded, with many of those conversations taking place over service provider networks and collaboration platforms such as Microsoft Teams. All of Ingram Micro’s partner and reseller community will now be able to harness that market opportunity by integrating Dubber into their customer offering.”

Steve McGovern, CEO of Dubber, said: “There’s no doubt the 2020/21 pandemic has accelerated the adoption of communication technologies to keep up with the demands of virtual collaboration and hybrid work arrangements. Dubber allows regulated businesses to maintain compliance across traditional and remote-workforces, creating an invaluable addition to channel partners’ offerings.

About Ingram Micro:

Ingram Micro Cloud is a global division of Ingram Micro and employs more than 1,500 dedicated cloud specialists worldwide. Among this large pool of experts are 400+ cloud sales associates and 700+ engineers. Its innovative platform and services offerings power some of the world’s most pioneering and successful companies. As a premium cloud services provider, Ingram Micro Cloud views cloud as more than a single technology – it is a foundational platform capable of underpinning the digital transformation. For more information, please visit uk.ingrammicro.com.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storag

Corporate Governance Policies

Open voice intelligence starts with either transforming legacy call recording and implementing unified call recording that transforms any and every conversation into data. From there the Voice Intelligence Cloud does the work – unifying conversational data sets and unlocking intelligence once lost at the end of every conversation – or in data silos and applications.

Traditionally, call recording was deployed as a necessary means to monitor agent performance, enable dispute resolution or enforce verbal agreements. Call recording was expensive, cumbersome and application-centric, which meant it was primarily adopted by enterprise contact centers and other places where only the most crucial of conversations occurred.

Application-centric call recording limits the capture of the broadest possible set of business conversations because it’s tied to a narrow set of devices/endpoints and specific application needs.

Often, less than 10% of crucial conversations are captured. The downstream impact is that essential data is lost, limiting broader data correlation and trapping data.

Modern call recording is cloud-based and deployed as SaaS. 

The benefits of this for businesses include rapid deployment (deployed in minutes or hours, not months), significant cost reductions and the ability to capture, store and unify all business conversations, turning this into highly valuable data and insights for businesses.

This marks the start of open voice intelligence. Powered by API’s, data and insights are portable, easily federated to other business data, tools, systems and software.

Starting with Voice data.

Once companies capture all their crucial conversations and voice data, the requirement becomes to make the data accessible and portable in real-time.

For all this to work, you need to orchestrate and leverage APIs, to deliver scale in an automated manner. API’s federate the correct data and insights to the right system, with little to no human intervention, allowing automation and scale.

Automate and accelerate intelligence, accurately.

The Dubber platform is architectured around an open API, authorising companies to control, automate and self-serve, tailoring functionality and data outputs to fit and connect to specific platforms or software. Outcomes include:

• Revenue Intelligence: Port crucial conversational data with new prospects or existing customers, integrated into your CRM or sales revenue tools.
• Customer Intelligence: Good customer service and speedy dispute resolution is predicated on timeliness. Connecting the Dubber API to workflow tools based on spoken keyword triggers or phrases such as ‘I want to speak to your manager’. Solve disputes efficiently and focus on delivering outstanding customer service and experiences.
• People Intelligence: Knowing how your people are feeling and operating is critical to business success. Remote and hybrid workforce arrangements have only exacerbated the challenge of knowing. Capture conversations with sentiment and tone insights, all of which can be integrated into your people management tools to enable more tailored training or support needs.

One of the most popular ways Dubber customers are leveraging the API today is for:

• Business Intelligence: Connecting call recordings and data such as call volumes, categories (based on tags), alongside sentiment rating, tone and or keywords and phrases into data visualisation tools such as IBM Cognos, Tableau and Google Data Studio. Dubber customers are informing vital business decisions such as resourcing, increasing or decreasing marketing/promotional spend or making capital decisions based on products or services mentioned.

Successful A$110 million Institutional Placement with Strong Investor Support

Capital Raising and Release of Quarterly Report

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers and businesses of any size, today released an update on the Company’s operating focus along with the Appendix 4C for the quarter ended 30 June 2021.

Highlights within the Quarter:

• Revenue increased by 12% ($800k) to $7.4m
• Dubber users now exceed 420,000
• ARR increased 14% ($4.8m) to $39m
• The Company has in excess of $32m cash at bank
• Dubber now a standard feature for every subscriber on Cisco Webex Calling and Cisco UCM Cloud

Growth in all key metrics – Users and ARR

During the June quarter the Company continued to experience substantial growth across all key metrics.

User numbers grew at a record rate for Dubber’s SaaS monthly subscriptions. The Company announced the launch of its Foundation Partner Program, with Cisco’s Webex Calling and UCM Cloud platforms as the first such partner. Foundation Partners will embed Dubber services within their offering as a standard and in-built feature – from which both Dubber and the partner then benefit from upgrading users to richer functionality and product offerings. Accordingly, Dubber’s subscriber numbers have significantly expanded in this program, and for reasons of both consistency and commercial sensitivity, the Company has chosen not to include these numbers at the current time. The increase in subscriber numbers, therefore, relates to standard Dubber subscriptions.

As previously indicated, the key growth metric relating to short term growth is the Company’s Annualised Recurring Revenue (‘ARR’) which has grown by $4.8m, to approximately $39m, continuing a trend established in the March quarter, a milestone period relating to comparative ARR growth on a quarter on quarter basis.

Telecommunications Networks Growth and Yield

During the quarter, the Company continued to expand its footprint of service provider networks along with increasing penetration and revenue yield from its current telecommunication and UC platform partners.

Cisco as a Foundation Partner

During the quarter, the Company announced that it significantly expanded its commercial relationship with Cisco. Dubber is now a standard feature of every subscription for Cisco’s Global cloud telephony platforms Webex Calling and UCM Cloud. An entry level service ‘Dubber Go’ is included, at no extra charge, in every subscription enabling individual users to record calls which they alone manage. Customers can then upgrade to extended features such as extended storage, transcription and AI based features or expansion to compliance-based capabilities for the entire organization. Cisco provides Dubber a monthly license fee for this capability, which enhances its offering to their end customers.

The benefits for Dubber are significant:

• An accretive revenue stream which enhances rather than competes with Dubber’s fundamental revenue models for Cisco users
• 100% attachment to the network customer base with an increased propensity to uptake additional Dubber products and service subscriptions
• Dubber has direct communication access to end customers for co-marketing as well as via Cisco and its global reseller network
• Cisco Webex calling is re-sold by many of the world’s leading telecommunications carriers, providing Dubber with further opportunities to expand its network footprint
• Inclusion in the world’s leading cloud telephony platform provides the opportunity for ‘network effect’ as both service providers and their customers seek to standardise their core infrastructure services
• The deployment will see Dubber’s user base increase exponentially

Steve McGovern, CEO, Dubber: “Dubber and Cisco share a common vision of the way that voice data will become a critical resource for all businesses and users in the future. Our joint initiatives have significant ramifications for Dubber, notably in the Company’s two areas of primary focus: growing the Company’s ARR and expanding its telecommunications network footprint. Dubber is now a core feature on an important network for many Carriers, providing the opportunity to expand the same functionality to the Carrier’s other networks. This provides opportunities for Carriers to add an important value-added service horizontally throughout their networks, and also provides a standardized experience for users.

This marks a major milestone in increasing the ubiquity of Dubber as the Unified Call Recording and voice data layer for the world’s leading telecommunication and collaboration platforms. We believe that customers worldwide will continue to prepare for, and respond to, increased regulatory and compliance obligations for their businesses in many markets and industry verticals. Embedding Dubber cloud call recording as a standard service will allow customers to meet these requirements, while providing them access to a host of advanced voice data services.”

Foundation Partner Program

The Dubber platform has been designed specifically for large scale availability across telecommunication and cloud communication networks, as opposed to legacy bespoke recording products for enterprises, which have historically been tied to on-premise equipment, capital expenditure and complex call centre environments.

The Company is actively engaged in discussions with major service providers to become Foundation Partners and, as previously disclosed, the Company expects several of its service provider partners to deploy the Dubber platform as a standard feature across their network base as “Dubber Foundation Partners.”

This will provide Dubber large scale customer reach into end user accounts for jointly upselling additional services, including extended storage, transcription, AI insights and more.

Unified Call Recording – the ‘Single Pane of Glass’

The Company has previously referenced Unified Call Recording (UCR) which defines Dubber’s unique value proposition of UCR and voice data at scale. UCR reflects how businesses and individuals work today, particularly through COVID-19 driven ‘work from home’ settings and hybrid work environments.

The Company has previously highlighted an industry trend whereby large global service providers are releasing their own network offerings in conjunction with cloud collaboration platforms like Zoom Phone, Microsoft Teams and Cisco Webex Calling. The Company is experiencing significant demand for these services, driven by its Service Provider partners, particularly in the financial services and healthcare sectors, and primarily in markets like the UK, Europe and North America, where there are immediate needs for compliance solutions across distributed workforces.

The ability to capture recordings and voice data across multiple networks, and have them managed in a single environment, the Dubber Voice Intelligence Cloud, is a compelling proposition which should underpin and accelerate the Company’s growth.

Continued Integration of Acquired Companies:

Dubber has successfully integrated the acquisitions of Speik and Calln, both of which continue to demonstrate strong ARR retention and growth. These acquisitions have not only provided outstanding development staff but have provided Dubber with key additional technology capabilities as seen in the recent debut of Dubber PCI Comply, based on core Speik technology.

Financials

As required by LR 4.7C.1 to 4.7C.3, expenditure amounts for the quarter ended 30 June 2021 on the Company’s activities on R&D, operations, advertising and marketing, personnel and administration are as contained in the Appendix 4C accompanying this report. Operating costs include $1.869 million pre-paid for cloud services, a non-recurring expense, resulting in a significant discount to normal cost structures for such services. The amount disclosed in section 6.1 of the Appendix 4C is for executive and non-executive director remuneration for the quarter, including superannuation.

Cash receipts for the quarter were $6.7m, in line with expectations from the Company’s ARR and revenue recognized during the quarter. The Company’s ARR is calculated as the next 12 months of subscription revenue net of any incentives.

For example, an agreement signed in July may have a first billing date of September in which case the ARR would be 10x monthly subscription revenue. Dubber’s customers are predominantly service providers, which operate on varied payment terms, which can result in cash being received a further 60-90 days from billing. As a result, the ARR to revenue and cash receipt cycle can be across multiple quarters.

Steve McGovern, CEO, Dubber:

“The Company is very pleased to have continued its growth trajectory at a level established in the previous quarter. We are now one year into a five-year plan that is heavily focussed on expanding its network footprint, increasing ARR and developing revenue generating products and services which can be deployed at scale as a service directly from voice networks.

Our goal for the first year was to double the size of Dubber’s business – from a base of approximately $15m ARR and 190,000 subscribers, which the team has accomplished and exceeded. The opportunities for take up of the Dubber platform, both at a Service Provider and an end user level, have also been accelerated against a landscape where there are multiple key drivers.

The widespread movement to cloud infrastructure has been brought forward by the effects of the global social and economic requirement for working from home. Additionally, the communications sector has quickly expanded to meet these requirements, particularly with the prevalence of Cisco Webex, Microsoft Teams and Zoom services. Traditional Service Providers in turn are seeking to enrich their cloud offerings both in line with, and competing against these offerings and, finally, there is an urgent need for the extension of compliance, and customer/employee experience capabilities by enterprises at all levels.

Service providers have both an incentive and the means to deliver these capabilities, and Dubber is uniquely positioned to provide unified call recording and voice data capture services as part of this transition. All of these trends reinforce our view that the ability to turn calls into AI-enriched data, will be a standard feature for every phone in the future.

Dubber is incredibly well placed to become the de facto global provider of voice data through its unique cloud platform, partnered with the world’s leading service providers and cloud team collaboration providers.”

This ASX release has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe, and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

InvestorsSimon Hinsley simon.hinsley@dubber.net +61 (0) 401 809 653

MediaTerry Albersteinterry@navigatecommunication.com.au+61 (0) 458 484 921

Ending not knowing in financial services

Two aspects of the 2020 pandemic lockdown transformed the way financial institutions handle compliance.

First, Bankers and others in the finance sector stopped interacting face-to-face with customers. An industry that relied on face-to-face interaction and in-person transactions had to find new ways of working.

Second, employers sent staff home to work. Within days employees equipped their home offices with suitable devices and fired up their broadband connections. Video conferencing tools like Zoom, Microsoft Teams and Cisco Webex moved centre stage.

It took some doing. Before lockdown the finance sector had plenty of digital capability. Parts of the industry had been online for decades.

Yet most video interaction focused on internal use. If you could find video conferencing anywhere in a financial institution, chances are people were using it for internal meetings.

Despite no-one anticipating a worldwide pandemic, the sector pivoted. Those inward-looking cameras and microphones now face customers. Businesses moved further online. Like everyone else, compliance staff adapted to life where many people no longer work from an office.

Unsurprisingly this switch brought new compliance challenges.

How do you authenticate a client who wants to give transactional instructions in a Zoom call? How do you know what is being said when it is being said outside of your traditional call center and phone connections? What does quality assurance look like in this new world? Is it possible to reconstruct a transaction from end-to-end across multiple end-points? How will you prove your KYC obligations?

At the same time, customers started to assert their preferred means of communication more strongly. For some that’s Wechat. For others it’s Teams. And others use Whatsapp.

And, while customer confidence in transacting digitally grew exponentially, the primacy of voice remained unchanged. Today, voice remains the preferred means of communicating for any crucial transaction or conversation.

This is where unified voice recording shines. It captures and records any conversation that takes place over any network or channel. It works with telephony, messaging or video conferencing technology.

Because it lives in the cloud and captures voice at the network level, financial services professionals can use unified call recording anywhere.

Unified voice captures working from home calls in the same way it captures calls made at the office. Best of all, it pulls together data from multiple conversations made through multiple channels.

Once captured the information sits in a single central repository that is accessible from anywhere. There’s a clear trail for managers and compliance professionals to follow.

While technology connected us, it didn’t end not knowing. Our ability to listen and collect data was further limited, amplifying an existing problem: not knowing.

Not knowing what someone said and when they said it. Not knowing if the people concerned fulfilled all their obligations.

As we continue to connect in new ways, we also need to learn to listen in new ways. And Unified Call Recording fueling Voice Intelligence is a critical part of the answer.

Your customers, suppliers, partners and people can be and are often dispersed across countries, time zones, markets and currencies.

At Dubber, we’re acutely aware of this, operating globally, working with businesses of all sizes across 50+ countries. We serve a plethora of product markets ranging from multinational FSI customers to local veterinarian groups.

After listening to the needs of our diverse customers, a common challenge emerged. How do we solve the problem of multiple languages being spoken on a call recording?

The value of solving this pain point is the difference between success or failure because the difference between a churning customer or an upgrading one can be seconds. According to a 2020 report U.S. companies lose $136.8 billion per year due to avoidable consumer switching (Forrester).

Enabling automatic language detection

Today, we’re launching another first – Dubber Automatic Language Detection!

Automatic language detection automagically verifies, recognises, and validates the primary speaker in the recorded call and effectively resolves the dominant language spoken to the Dubber Voice-AI dynamically.

This means transcriptions, sentiment, tone and alerts align to the detected language – and are then dynamically updated within the Dubber Voice Intelligence Cloud to appear in your Dubber portal and app instantly after the call.

Try it now!

Automatic language detection is empowering one of our customers operating in the global financial markets to dramatically improve their customer and people experiences and meet compliance mandates. Across 13 different spoken languages, their people now focus on driving value from engagements aligned to their customers desired spoken language.

Dubber enables channel partners to help customers meet compliance mandates, improve sales and service performance, and unlock the possibilities of voice data at scale

Sydney, 12 July 2021 – Ingram Micro, Australia’s leading cloud services provider, today announced Dubber, the world’s leading provider of cloud based unified call recording and voice AI, is now available to all channel partners and resellers via the Ingram Micro Cloud Marketplace.

Cloud-based call recording is a rapidly growing market, spurred on in part by the challenges of the coronavirus pandemic and, in particular the increase in hybrid and work from home arrangements, as well as increasing regulatory requirements and digital transformation within organisations.

Dubber’s cloud-based solutions allow secure Unified Call Recording from any device or location while its AI-driven insights provide real-time search, alerts, transcription, sentiment analysis and more. Dubber’s services allow businesses of any size to automatically record every call and transform their content into rich, usable data for compliance, productivity, insights and customer engagement.

Trent Gomersall, Director of Cloud, Ingram Micro Australia said: “We’re pleased to help our Australian channel partners and resellers better meet the needs of their customers in this space.”

“The coronavirus pandemic is having a lasting impact on the adoption of communication and collaboration technologies and Gartner¹ predicts demand for cloud telephony will grow by 17.8% globally this year,” he added.

Dubber COO James Slaney said: “92% of all customer interactions are voice. Dubber helps break down the limitations of application-specific, legacy call recording and unlock the possibilities of voice data and AI across any device.”

This creates opportunities for resellers and partners, Slaney continued. “Dubber is the only compliant solution in the market which can unify recording across Cisco Webex Calling, Microsoft Teams, Zoom and networks including Telstra and Optus.”

Dubber offers Ingram Micro channel partners and resellers access to market development funds, incremental commission incentives, and dedicated channel support and training.

Channel partners and resellers can learn more and purchase Dubber from the Ingram Micro Cloud marketplace here Cloud Marketplace

¹ Gartner: press release, 2 June 2020.

About Ingram Micro Cloud

Ingram Micro Cloud is a global division of Ingram Micro and employs more than 1,500 dedicated cloud specialists worldwide. Among this large pool of experts are 400+ cloud sales associates and 700+ engineers. Its innovative platform and services offerings power some of the world’s most pioneering and successful companies. As a premium cloud services provider, Ingram Micro Cloud views cloud as more than a single technology – it is a foundational platform capable of underpinning the digital transformation. For more information, please visit au.ingrammicro.com

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage. For more information visit www.dubber.net

If conversations are the currency of effective property management, why is their value lost the moment the conversation ends? What if the value of every conversation was multiplied?

Unified call recording is being rapidly adopted by leading property managers to deliver vital insights, boost productivity and address compliance mandates.

“Property managers face a deluge of calls every day – and the majority of them are crucial conversations that need to be documented and acted on”, said Andy Lark, Chief Customer Officer, Dubber. “The challenge is preserving an accurate record of those conversations whether they took place in a call center, mobile or an application like Cisco Webex, Zoom or Microsoft teams”.

Advances in Cloud technology now make that possible.

Any conversation can be captured without the need for hardware or storage and transformed into data. And that data used to automate keyword alerts, customer satisfaction reporting and more.

Navigating the world of hybrid work

Over the past 18 months most property managers are working from everywhere while still managing entire property portfolios often with thousands of residents.

Unified call recording has enabled property managers to have more visibility into their businesses — like transcriptions evidencing contract negotiations and tenant notifications, real-time insight into in-progress workflows, or maintenance requests.

The adoption of these new tools signals a shift in the industry that sets up teams for more flexibility and agility. Simply put, the requirement to be in the know without the benefit of being in the same place can be answered by technology.

And part of that answer is unified call recording.

Today, leading property managers are realizing benefits across five areas:

1. Dispute resolution

Hitting replay on any conversation – whether audio or a transcription – is the fastest way to verify what was said and resolve disputes quickly. It’s also proof positive the property management team met compliance and legal obligations.

1. Workflow automation

Rather than depending on manual note taking and notoriously unreliable human recall, every conversation can be easily integrated with CRM systems. Managers then have an accurate view of not just what was said but who it was said to and when. The savings in record keeping alone can exceed five hours per agent per week.

1. Customer experience

AI-powered insights running in real time across the business present customer satisfaction data without delay. Alerts and notifications surface issues and trends.

1. Training & coaching

With every conversation available for replay, managers are able to coach and train based on what was actually said. Whether improving sales techniques or ensuring team members are following compliance guidelines, unified call recording provides critical visibility.

1. Powerful insights

Suppose an unusually high number of your potential vendors were sending their business elsewhere. Perhaps the quality of tenants recently entering your system is not meeting your requirements? Or maybe the property management team has been lodging an outstanding number of complaints on leased properties, leading to a drop in tenant satisfaction, occupancy and overall rent roll.

This could be a sign your property business’s service and products are not meeting standards. Alternatively, it could be an issue with delivery. Either way the gap could be driving buyers, landlords and tenants away from your business, leading to a drop in closures, and agents disillusionment.

Always-on recording with visibility into customer conversations can help to discover negative patterns such as; misleading information, knowledge gaps on neighborhood issues, last minute landlord pull outs or a drop in quality buyers.

Automated conversation keyword search, in conjunction with elegant call recording transcriptions, could uncover sales opportunity blockers and blind spots.

Never leave a conversation behind

Cloud-based call recording is simple and easy to deploy.

Look for solutions that enable you to start with basic call recording for individuals or dive into more comprehensive business solutions with AI-powered insights and beautiful transcriptions.

Ensure the data you are capturing is stored securely and in line with compliance requirements. Look for how your call recording platform can easily be integrated with your CRM tools.

And establish clear policies for crucial conversations – including the services on which they must happen.

With unified call recording capturing every conversation, you’ll quickly be in a position to end not knowing.

Exetel today announced a game-changing partnership with Dubber, a global leader in Unified Call Recording and Voice Intelligence solutions.

Integrating Dubber’s voice data and artificial intelligence into Banter, its own scalable cloud PBX, unified communications and collaboration platform for business customers, Exetel announced the Australian-first functionality was available as a standard and in-built feature of its VOIP services for business customers. Dubber’s Unified Call Recording will automatically record and transform every conversation on Banter into rich voice data for compliance, customer experience, call sentiment, evidence and performance improvement. Dubber will allow Exetel clients to eliminate the cost, complexity and risk of legacy call recording and unlock the benefits of voice data at scale.

Richard Purdy, Exetel Chief Executive Officer, said he was excited about the potential for business customers. “Bringing the power and intelligence of Dubber’s industry-leading solutions together with Banter’s intuitive and collaborative enterprise platform will drive a step-change in customer service levels not available on any other network in the country.

Steve McGovern, CEO, Dubber, said:

“We are delighted to be working with Exetel to bring the power of Dubber’s unified call recording services to customers on their Banter product suite. Exetel and Dubber share a common view about the importance of cloud-based communications driving the next wave of telecommunications innovation both in Australia and globally. We look forward to working closely with the Exetel team to bring scalable call recording and voice data to their business customers and helping clients to ‘end not knowing,” he said.

Responding last year to a suspected in-office case of COVID-19, the Exetel team deployed its own Banter service, a VOIP service that enabled its team to stand up a remote office and continue to work as if from their desk across fixed, desktop and mobile applications on the same day.

Purdy noted Banter was developed to provide all the functionality its business customers needed into a fully hosted business-grade collaboration platform. “It is fast to install, easy to use, fully flexible and will evolve and grow with a customer’s business. It has been a particularly attractive tool for our customers grappling with the evolving needs of working from home during the COVID period. Integrating Dubber’s Unified Call Recording and Voice Intelligence Solution into Banter takes the offering to another level altogether.”

“Voice sentiment identification is at the cutting edge of complaint resolution and Exetel is proud to partner with Dubber in bringing this service to market. Recording and storing conversations for proactive compliance and dispute resolution, continues to drive the need for voice data and intelligence at scale and Dubber is fast becoming known for its proven leadership in this space,” said Purdy.

For further information, please contact:Geoff Fowlstone

E: geoff@fowlstone.com.au

M: 0413746949

For additional information on Dubber on Banter, please visit:

https://www.dubber.net

https://www.exetel.com.au

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

Practical strategies and steps from the MS – Dubber webinar

Is the hybrid workplace here to stay? How do you meet post-pandemic demands for regaining compliance? And what role does technology play in enabling hybrid work flexibility, improving productivity and lifting CX and EX, all while minimizing risk?

In a recent webinar, Leon Wright, Microsoft’s Advanced Workloads Lead in Australia, together with Andy Lark, Chief Marketing Officer, Dubber, outlined the new hybrid work challenges, from siloed teams – to difficulties in accessing data for compliance insights.

Drawing from the webinar, we highlighted essential strategies to regain compliance in a hybrid workplace. We summarised for you ways organisations can now leverage voice technology to lift compliance and derive critical insights from customer conversations in the hybrid workplace.

The good, the bad and the promise of the hybrid paradox

Microsoft’s Leon Wright believes Covid is just the beginning of the disruption:

“Over a year into the pandemic, digital adoption curves are accelerating and the evidence is in the data: 80% of managers expect more flexible work from home policies post-pandemic. 73% of employees want flexible remote work options to stay and 67% of employees want more remote in-person and collaboration work.”

So how do you embrace flexible workplaces and processes and thrive?

You could start by creating a new work model that prioritizes social, knowledge and human capital. And you could embrace the Employee Experience (EX) and create more listening systems.

“If Covid has taught one thing, it is that managers were not listening… We need to get those listening systems working really well. It’s about configuring those systems for your best productivity,” Leon Wright, Microsoft.

Meeting recordings is fast becoming the new content channel

Leon Wright believes meeting recordings is going to be one of the fastest growing content types at Microsoft. “Recording has become the new champion of knowledge management. It’s a vital tool for continuous learning about customers and employees in a hybrid workplace. It’s not only the employee expectations that fundamentally changed; customer’s expectations have changed too, and we need to listen more to what they have to say.”

Organisations that embrace the seismic hybrid shift and explore ways to tune into their employees and customers may have more of a chance to succeed in this complex reality.

Are you listening? Overcoming distance in a connected world

As the workforce becomes more distant, it is more challenging to get our message across and understand correctly what’s been said between teams and customers.

There is a growing dependence on BYODs and rising use of BYOAs – Bring Your Own Applications. As a result, there is a growing difficulty to manage the Customer Experience (CX) and Employee Experience (EX) across multiple end-points, like mobile, messaging applications, VOIP applications, video meetings, and more. Employees are often switching between these multiple communications methods, and customers are demanding to be met where and how they communicate.

Voice is the largest untapped source of data and insights

Fortunately, cloud-based voice technologies evolved as one of the tools for managing this new complex hybrid workplace. Voice AI, in particular, is playing a vital role in improving CX, EX, compliance, and more. The ability to use AI to automate the otherwise impossible task of understanding sentiment and behavior during calls has become crucial.

“There has never been a more important time to establish a system of record… Many of us have forgotten just how many conversations are voice-based. Today more than 80% of crucial conversations are still voice and the value of that conversation ends as soon as it is over, ” Andy Lark, Dubber “If companies are not allowing compliance breaches to occur in email, they shouldn’t be happening in voice conversations.

The power of Unified Call Recording (UCR) and customer intelligence

The advantage of Dubber on video and call meeting platforms, such as MS Teams, Cisco’s Webex and Zoom, is you have all your conference calls, mobile conversations, SIP trunk connections, messaging, chat and more stored and retrieved from one secure and compliant place.

In the past, a single query, and there are hundreds of them a day, could take hours. Now you can drill down in seconds into conversation sets, pick up troubling keywords and easily review insightful transcriptions.

This impacts dispute resolution, contact centre calls tracking, employee training, sales revenue intelligence, and more.

In sum:

In this hybrid world, the upside of voice technology is the rise of new business performance, sales and productivity opportunities.

The ability to capture crucial conversations across remote and in-office environments and derive insights is paving the way to; improved employee engagement, boosted productivity, better outcomes in sales and compliance.

An instantly provisioned upgrade that gives you immediate differentiation? The ability to answer Cisco Webex and UCM Cloud compliance and security needs? A path to more revenue through easy and wanted upgrades?

Cisco and Dubber have you covered with today’s announcement that Dubber is powering call recording on Cisco Webex Calling and UCM Cloud. Your customers can compliantly record, store, share and replay any conversation. This critical new functionality turns on with a click at zero cost and is included in your Cisco subscription.

It’s on with a click

So here’s all you need to do. Whether a new or existing customer, simply turn on call recording in Cisco Control Hub. Your customer will need to accept the Dubber terms and conditions when doing so. That’s it.

From there, our customer success team will be available to assist with onboarding, training and more as you need it.

We’ve partnered with Cisco to reach out to all customers to ensure they are aware of how to compliantly record on Cisco and how to turn it on.

What’s included

Dubber is the global leader in unified call recording and voice AI solutions for compliance, revenue, customer and people intelligence. Basic call recording within Cisco will get you started on the path to ending not knowing, offering:

• Unlimited recordings of calls
• Cloud capture and storage
• Basic Enterprise controls and policy enforcement
• Easy access, replay, download and share from the Dubber app and web
• 30-day storage

Simple & easy path to more

If your customers require additional features such as extended team management, storage, transcription, video recording, sentiment analysis or AI-enriched insights (and much more), it’s simple to upgrade to Dubber solutions from within Cisco’s Control Hub with immediate access and effect.

Cisco partners will immediately benefit from any annual recurring revenue.

And there is more. Register to become a Dubber on Cisco partner today and get access to competitions, market development funds and much more.

Discover the benefits of unified call recording

Users that have compliance or regulatory requirements can easily ensure recording, replay and data storage on Cisco will meet their compliance obligations, regardless of the employee work location. A major concern and need for businesses as a result of the significant shift to remote and hybrid workforce arrangements.

“Expanding our relationship with Cisco marks a major milestone in increasing the ubiquity of Dubber as the Unified Call Recording and voice data layer for the world’s leading collaboration platforms,” said Steve McGovern, CEO, Dubber. “Our strong relationship with Cisco has been a critical part of our growth as a company and we share a common vision of the way that voice data will become a critical resource for all businesses and users in the future.”

A better way to hit replay

Unlike other embedded recording solutions, Dubber addresses critical data, privacy and regulatory requirements while providing a simple and easy pathway to richer functionality as it is required. Dubber recordings and AI-enriched data can easily be unified in the Dubber Voice Intelligence Cloud alongside conversations from other end-points such as landlines and mobile.

While other solutions offer the ability to record – something we call personal call recording – it’s the kind of recording ideal for an individual but not suitable for business or government. Here are a few of the reasons why:

1. Secure cloud storage that can be managed centrally – avoiding privacy, data sovereignty and information leakage risks associated with recording to hardware
2. Easily manage who can record and what can be recorded – implementing data and communications policies is made easy
3. Controlled provisioning – via the Cisco Control Hub to ensure recordings are only available to eligible employees

Dubber also offers a range of Compliance-specific editions designed to meet the needs of highly regulated organisations and compliance teams.

“Business and Government require more than personal call recording,” said James Slaney, chief operating officer, Dubber. “They need conversations to be captured in a way that is compliant and converted to data for revenue intelligence, dispute resolution, proactive compliance and customer service. Today’s announcement is proof not only of the scalability of Dubber, but the potential we and Cisco see in tapping voice data to improve the performance of businesses and governments worldwide.”

How to start doing more with every conversation

Chat to Dubber on Cisco specialists ready to get your team or organization set up today – or your Cisco rep or partner. Dubber’s customer support team will be standing by to assist with any onboarding or training you or your team needs.

And if you need more than basic call recording for some or all of your users, our teams will assist in upgrading you to the world’s leading unified call recording solutions.

• Unlocks ability of any conversation to be economically transformed into differentiating services and significant revenue streams
• Launches Dubber Go exclusively for Foundation Partners, a call recording product packaged for embedding in any voice service as a standard feature
• Announces Cisco as first major Foundation Partner

Melbourne, Australia, and Dallas, Texas – 3 June 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber), today launched the Dubber Foundation Partner Program and Dubber Go – enabling a call recording product packaged for embedding in any voice service as a standard feature. Both have been designed specifically for service and solution providers to enable cloud-first call recording from within their networks, services and applications.

Cisco is the first global Foundation Partner. Any Cisco Webex Calling and Unified Communications Manager Cloud (UCM-C) customers can use Dubber voice recording at no extra cost instantly accessible directly from Webex Control Hub.

Announcement highlights:

• Dubber available as a standard feature for 100% of Service and Solutions Providers customer base
• Delivers ‘Foundation’ revenue which is accretive without compromising the true value of standard Dubber product offerings
• Supercharges commercial outcomes for Dubber and Foundation Partner
• Dubber able to market and upsell directly to customer from a position of 100% penetration

Executive & Analyst Commentary

“Our new Foundation Program is a key component of our strategy to put AI on every communications device and application,” said Steve McGovern, CEO, Dubber. “It enables Dubber to bring the benefits of call recording to 100% of a service and solution provider’s customer base, delivering the opportunity for accretive revenue and protecting the true value of the Dubber product offering. With the ability to directly, and together, introduce customers to the benefits of unified call recording we are significantly enhancing commercial outcomes.”

“Service and solution providers are in a race globally to create new services based on the content on their networks,” said James Slaney, COO, Dubber. “Conversations are the largest content generator. Until now, much of their value is lost the moment a conversation ends. Today we’re launching an inexpensive, compliant and effective way for Foundation Partners to unlock that value. They’ll be able to create compelling differentiation. Our Foundation Partner program enables new revenue streams which could be worth many hundreds of millions of dollars.”

Dubber Foundation

Dubber Foundation Partners get exclusive access to comprehensive sales, marketing and customer success support. This includes dedicated Dubber sales resources to help customers access unified call recording¹.

Dubber Foundation Includes:

• Exclusive access to Dubber Go – enabling basic call recording on all network and solution endpoints at price points that work for both parties
• A multi-tiered pricing and engagement offering. This can support service providers with as few as thousands of subscribers or those with millions
• Deep partner support including dedicated resources to assist in sales, marketing, and customer success
• Access to preferential pricing across all Dubber products that increases margins and revenue
• Available now globally across multiple service types such as UC and mobile networks
• Ability to create and co-design new services with Dubber on the Dubber Voice Intelligence Cloud. An opportunity to build new partnerships and application ecosystems based on voice data

“Our initial work with service and solution providers around the world established that Dubber Foundation Partners can create significant revenue and differentiation while addressing critical customer needs such as compliance, revenue and customer intelligence,” said Adrian Di Pietrantonio, EVP Global Partners. “For a service provider starting with 700,000 customers having access to Dubber Go, potential annual recurring revenue for a service provider could be in the hundreds of millions of dollars.”

Dubber Go

Dubber Foundation partners get exclusive access to Dubber Go. It enables basic call recording with unlimited recordings and 30-day storage for an individual as a standard inclusion in their services. Dubber Go introduces customers to the benefits of being able to compliantly record and replay any conversation whether a call, presentation, training session or video conference.

Dubber Go customers can upgrade to any of Dubber’s products at the click of a mouse.

Unlike other call recording services, Dubber captures and stores conversations in a compliant way. It works in accordance with an enterprise’s security and privacy policies. And, a simple and easy upgrade path to Dubber core and compliance solutions enables enterprise and government customers to access intelligence and features to address compliance mandates. These include retention, legal hold, compliance alerts and easy integration with other compliance systems.

¹ Unified Call Recording captures any conversation – voice or video – on any communications service and from any service provider then unifies and stores the data in a form that can be used by anyone with appropriate permission, anywhere in the world at any time.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors: Simon Hinsley simon.hinsley@dubber.net

+61 (0) 401 809 653

UK Media: James Taylor | The PR Network james.taylor@thepr.network

+44 (0)7796 138291

US Media: Charlie Guyer, Guyer Group for Dubbercharlie@guyergroup.com

+1 617 599 8830

AU & NZ Media: Terry Alberstein terry@navigatecommunication.com.au

+61 (0) 458 484 921

As of today, any Cisco Webex® Calling or UCM Cloud customer can compliantly record, store, share and replay any call. Powered by Dubber, this critical new functionality turns on with a click at zero cost and is included in your Cisco subscription.

If you require additional features such as extended team management, video recording, storage, transcription, sentiment analysis or AI-enriched insights (and much more), it’s simple to upgrade to Dubber solutions from within Cisco’s Control Hub with immediate access and effect.

Users that have compliance or regulatory requirements can easily ensure recording, replay and data storage on Cisco will meet their compliance obligations, regardless of the employee work location. A major concern and need for businesses as a result of the significant shift to remote and hybrid workforce arrangements.

“Customers worldwide are responding to increased regulatory and compliance obligations for their businesses. Embedding tools, like Dubber call recording, as a standard service that is available to Webex users will help customers meet those requirements while enabling easy access to powerful advanced voice data services,” said Lorrissa Horton, Vice President and General Manager of Webex Calling and Online. [Read the blog post]

What’s included

Dubber is the global leader in unified call recording and voice AI solutions for compliance, revenue, customer and people intelligence. Basic call recording within Cisco will get you started on the path to ending not knowing, offering:

• Unlimited recordings of calls
• Cloud capture and compliant storage
• Basic Enterprise controls and policy enforcement
• Easy access, replay, download and share from the Dubber app and web
• 30-day storage

A better way to hit replay

Unlike other embedded recording solutions, Dubber addresses critical data, privacy and regulatory requirements while providing a simple and easy pathway to richer functionality as it is required. Dubber recordings and AI-enriched data can easily be unified in the Dubber Voice Intelligence Cloud alongside conversations from other end-points such as landlines and mobile.

While other solutions offer the ability to record – something we call personal call recording – it’s the kind of recording ideal for an individual but not suitable for business or government. Here are a few of the reasons why:

1. Secure cloud storage that can be managed centrally – avoiding privacy, data sovereignty and information leakage risks associated with recording to hardware
2. Easily manage who can record and what can be recorded – implementing data and communications policies is made easy
3. Controlled provisioning – via the Cisco Control Hub to ensure recordings are only available to eligible employees

Dubber also offers a range of Compliance-specific editions designed to meet the needs of highly regulated organisations and compliance teams.

“Business and Government require more than personal call recording,” said James Slaney, chief operating officer, Dubber. “They need conversations to be captured in a way that is compliant and converted to data for revenue intelligence, dispute resolution, proactive compliance and customer service. Today’s announcement is proof not only of the scalability of Dubber but the potential we and Cisco see in tapping voice data to improve the performance of businesses and governments worldwide.”

How to start doing more with every conversation

Chat to Dubber ready to get your team or organization set up today – or your Cisco rep or partner. Dubber’s customer support team will be standing by to assist with any onboarding or training you or your team needs.

And if you need more than basic call recording for some or all of your users, our teams will assist in upgrading you to the world’s leading unified call recording solutions .

• World’s first voice intelligence solution embedded in major service provider networks and UC solutions like Cisco Webex, Microsoft Teams and Zoom – eliminates need for costly hardware and services
• Purpose-built for compliance teams to specify, manage, record, store, and analyze all communications – voice calls, chat, presentations and more
• Available today globally with immediate provisioning

Melbourne, Australia, and Dallas, Texas – 18 May 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber), today announced new solutions designed to meet the exacting needs of compliance, risk, audit and security professionals.

“Compliance is driving significant demand for capturing conversational content – messaging, chat and video – across any application or end-point,” said James Slaney, COO, Dubber. “Delivering an immutable record of every crucial conversation is essential and demanded by regulators globally. With COVID, the pressure to capture conversations across a multitude of endpoints – from existing Service Provider services through to Cisco Webex, Microsoft Teams and Zoom – has only accelerated. Unified Call Recording makes what used to be a complex task easy.”

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world’s leading recording option for compliance.

“Dubber continues to transform the economics of call recording and voice data,” said Matthew Townend, Executive Director, Cavell – a leading industry analyst firm. “The benefits of voice intelligence as a service are clear – both to the service providers that will build differentiation through offering it and to businesses and governments that will deploy it to address critical business needs.”

Three new cornerstone compliance solutions mean business and government clients can select flexible and affordable plans that best reflect their needs and compliance practices.

Dubber Compliance offerings enable voice data to be captured economically, at scale. They recognise a smaller number of people need to access the data and that data needs to be isolated from other voice data sets. Dubber allows data integration and portability so any data from any source can be unified on Dubber and connected to other compliance data sets, applications and business intelligence tools.

• Dubber UCR Compliance Edition for compliance leaders with a need to manage, monitor, store and review conversations. Recordings and data from multiple sources can be captured, stored, searched, and reviewed in Dubber, in real-time, without the need for complex queries. Starting at USD $14.95 per month per end-point and up to ten compliance users.
• Dubber Premier Compliance Edition enables a compliance team of up to ten (with additional licenses available) to benefit from AI-enriched insights, alerts, search and sentiment analysis. Additional features include beautiful and insightful transcriptions, legal hold and discovery, and, smart keyword, team and customer search. Starting at USD $29.95 per month per end-point and up to ten compliance users.
• Dubber Voice Intelligence Cloud Compliance Edition ideal for compliance teams who only seek to record calls with confidence, then storing and unifying data in a single easily accessible source of truth. All the features of Dubber Premier Compliance Edition. Plans start at USD $1,599.99 for 250 endpoints and one user access – with additional plans for more end-points and users.

All Dubber solutions include critical features such as unlimited storage, access to the easy to use Dubber application for IOS, Android and Web, concierge set-up and training, data download and export, 24×7 online global support — and, seamless, high-quality media capture across devices and all supported endpoints for audio, video, screen share, and chat.

Critically, Dubber Compliance Solutions answer the need for policy-based recording. Organizations that adopt Dubber can easily implement compliance and administrative policies such as when calls and online meetings should be automatically recorded and captured for subsequent processing and retention as required by relevant corporate or regulatory policy.

Dubber solutions are native to the world’s leading communications solutions, including Cisco Webex, Microsoft Teams, and Zoom, and the world’s leading networks such as AT&T, Verizon, Tetstra and Cox Communications. Conversations, once captured, are stored in Dubber Cloud Storage and then processed in the Dubber Voice Intelligence Cloud – where AI creates real-time insights, alerts, and more.

Public data from key regulators including the FCA in the United Kingdom and the CFTC and SEC in the United States show that fines levied for communication compliance monitoring topped $150,000,000 in 2019. Regulatory focus continues to increase with FINRA highlighting digital communications, including collaboration platforms, as a priority for its 2020 broker-dealer examinations.

Regulations and regulators requiring an accurate record of conversations to satisfy know-your-customer, data protection and privacy mandates include MiFID II, Dodd-Frank, ASIC, APRA, AUSTRAC, PCI, SOX, FCA, FINRA and regulators globally.

“Our new solutions make Unified Call Recording more flexible and available to businesses and teams of any size,” said Slaney. “We founded Dubber to eliminate the cost and complexity of capturing any conversation. For too many, the value of that conversation is lost the moment it ends. We’re making it simpler and easier than ever to end not knowing and comply.”

Key compliance activities are made simple and easy with Dubber automating key tasks:

• Collect and integrate recordings and data in the manner required to meet compliance obligations in appropriate regional boundaries
• Real-time search for interactions based on communication-related metadata or interaction content. Common examples include:
• Metadata – participants, time, direction, dialled number, origin number, custom business data
• Content – transcription, sentiment, phonetics, related interactions
• Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected
• Ensure security of collected communications and prevent tampering at all stages
• Retention policies support retain and delete action,; and, legal hold and discovery on historical and real-time data

Resources

• Pricing information: https://www.dubber.net/pricing
• Blog post: https://www.dubber.net/news
• Brochure: http://www.dubber.net/wp-content/uploads/2021/05/PP-One-Pager-Comp.pdf
• Press release: https://www.prnewswire.com/news-releases/dubber-launches-three-new-compliance-solutions-301292361.html

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors: Simon Hinsleysimon.hinsley@dubber.net

+61 (0) 401 809 653

UK Media: James Taylor | The PR Network james.taylor@thepr.network

+44 (0)7796 138291

AU & NZ Media: Terry Alberstein terry@navigatecommunication.com.au

+61 (0) 458 484 921

US Media: Charlie Guyer, Guyer Group for Dubbercharlie@guyergroup.com

+1.617.599.8830

Today we announced over 12 new solutions giving our partners more ability than ever before to differentiate, drive revenue and engage customers.

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world leading recording option for compliance, revenue and customer intelligence.

We’ll be working closely with our global service and solution providers to enable Dubber You, Dubber Teams and Dubber Premier on their networks and services. From today they are available on MS Teams, Cisco, Zoom and other major UC solutions. And, our new Compliance Solutions are available today on all platforms.

A New Source of Advantage

Unified Call Recording (UCR) breaks the constraints of legacy call recording. We designed Dubber’s new UCR solutions to reflect the way customers use conversational data – whether recordings, beautiful transcriptions or sentiment analytics.

And, they enable customers to store and process any recording – from any endpoint or voice recording solution – in the Dubber Voice Intelligence Cloud.

Channel partners will be able to design fit-for-purpose solutions that answer the needs of the smallest and largest businesses.

For a small business that might mean Dubber You capturing calls for rapid dispute resolution and automagically enriching customer records in Salesforce with the conversation.

A call centre will use Dubber Teams to capture all calls across the primary SIP connection and Cisco Webex, unifying records in the Dubber Voice Intelligence Cloud and using the data to fuel insights in dashboards.

Compliance teams can now access purpose-built solutions. They can mine compliant data sets for audits, investigations and discovery. Keyword and sentiment reporting will move them from a reactive to a proactive footing.

What’s next?

Over the coming weeks, we will be hosting a series of webinars to take you through the new solutions and what they mean for you.

In the meantime, our industry-leading products – CallDub and DubAI are still available. But expect the new solutions to appear quickly in major networks and UC solutions.

Quick Read

• Three new compliance solutions designed to economically enable conversation recording across many end-points — giving compliance teams the tools they need to manage, store, review and monitor conversations.
• Turn on end-points across multiple services and solutions – aggregate data in one place – the Dubber Voice Intelligence Cloud
• AI does the heavy compliance work, generating insights, alerts and powering workflows
• Dubber compliance solutions being implemented today by leading Financial Services institutions globally

Compliance, risk, audit and leaders in regulated industries need a better answer to global mandates to know the customer and record conversations. We know because they told us as we were working on the new core Dubber solutions.

We were told about an industry where customers were charged for recording on any and every endpoint bundled with a range of features for every user – when only a few needed access to those features.

Regulated industry leaders told us they need a more economical and secure way to capture every conversation. The data has to be stored with certainty. And they need better access to data and insights.

It would be a small number of personnel accessing the data and that data had to be protected.

We heard about a need to break voice data silos. In the past compliance professionals had to jump between recordings captured in the call centre to recordings for, say, Zoom in a compliance app.

Every data silo introduces cost, complexity and compliance risk. These are three things Dubber set out to eliminate.

Compliant, Unified Call Recording

So, we set about creating the first unified call recording and voice intelligence solution purpose-built for compliance teams.

Compliance drives significant demand for capturing conversational content. It covers messaging, chat and video. And that content can come from any application or end-point. Delivering an immutable record of every crucial conversation is essential. It’s also what regulators around the world now demand.

With COVID, the pressure to capture conversations across a multitude of endpoints – from Cisco WebEx to Microsoft Teams and Zoom – has accelerated. Unified Call Recording makes what used to be a complex task easy.

Today we’re unveiling three new cornerstone compliance solutions that mean business and government can select flexible and affordable plans that best reflect their needs and compliance practices.

Changing the Economics of Conversational Compliance

Dubber Compliance offerings capture voice data economically, at scale. They recognise a smaller number of people who need to access the data and the need to isolate that data from other voice data sets.

Dubber allows data integration and portability so any data from any source can be unified on Dubber and connected to other compliance data sets, applications and business intelligence tools.

• Dubber UCR Compliance Edition for compliance leaders with a need to manage, monitor, store and review conversations. Dubber captures and stores recordings and data from multiple sources in real-time. Once there it can be searched, and reviewed, still in real-time, without the need for complex queries. Starting at $14.95 per month per end-point and up to ten compliance users.
• Dubber Premier Compliance Edition enables a compliance team of up to ten (with additional licenses available) to benefit from AI-enriched insights, alerts, search and sentiment analysis. Additional features include beautiful and insightful transcriptions; legal hold and discovery; and, smart keyword, team and customer search. Starting at $29.95 per month per end-point and up to ten compliance users.
• Dubber Voice Intelligence Cloud Compliance Edition is ideal for compliance teams who only seek to record calls with confidence, then storing and unifying data in a single easily accessible source of truth. All the features of Dubber Premier Compliance Edition. Plans start at $1,599.99 for250 endpoints and one user access – with additional plans for more end-points and users.

All Dubber solutions include critical features such as unlimited storage; access to the easy to use Dubber application for IOS, Android and Web; concierge set-up and training; data download and export 24×7 online global support — and, seamless, high-quality media capture across devices and all supported endpoints for audio, video, screen share, and chat.

Policy-Based Unified Call Recording

Critically, Dubber Compliance Solutions answer the need for policy-based recording.

Dubber makes it easy for organizations to set compliance and administrative policies such as when calls and online meetings should be automatically recorded and captured for subsequent processing and retention as required by relevant corporate or regulatory policy.

Public data from key regulators including the FCA in the United Kingdom and the CFTC and SEC in the United States show that fines levied for communication compliance monitoring topped $150,000,000 in 2019. Regulatory focus continues to increase: FINRA highlighted digital communications, including collaboration platforms, as a priority for its 2020 broker-dealer examinations.

Regulations and regulators requiring an accurate record of conversations to satisfy know-your-customer, data protection and privacy mandates include MiFID II, Frank Dodd, ASIC, APRA, PCI, SOX, FCA, FINRA and Reserve Banks globally.

More Flexible, More Available

Our new solutions make Unified Call Recording more flexible and available to businesses and teams of any size. We founded Dubber to eliminate the cost and complexity of capturing any conversation. For too many, the value of that conversation is lost the moment it ends. We’re making it simpler and easier than ever to end not knowing and comply.

Dubber makes key compliance activities simple and easy by automating key tasks:

• Collect and integrate recordings and data in the manner required to meet compliance obligations in appropriate regional boundaries.
• Real-time search for interactions based on communication-related metadata or interaction content. Common examples include:
• Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected.
• Ensure security of collected communications and prevent tampering at all stages
• Retention policies support retain and delete actions; and, legal hold and discovery on historical and real-time data

• Metadata – Participants, time, direction, dialled number, origin number, Custom business data
• Content – Transcription, sentiment, phonetics, related interactions

As with all the solutions we’re announcing today, we’re just getting started.

12 new ways to drive compliance, customer and revenue intelligence

Quick read:

• We’re announcing today 12 new solutions for call recording and using voice intelligence to power compliance, revenue and customer insights.
• Three new core solutions are built to reflect the way you’ll use the conversations collected
• All enable any recording from any eligible endpoint – from Cisco Webex to Mobile and more – to be compliantly stored in one place, the Dubber Voice Intelligence Cloud
• Simple to provision add-ons enable you to do more with every recording – like automagically adding conversations and transcriptions to Salesforce or business intelligence tools

We’ve been busy behind the scenes developing a new generation of Dubber solutions based on customer and partner input.

What we heard was – “give us all the great Dubber functionality and ease of use in a way that reflects how we need to work with conversations and voice data”.

That lead us to three clear scenarios.

First, some businesses only need individuals reviewing recordings and data – and some want to link that to Salesforce. It’s simple – one workspace for each person, viewing their recordings and sharing as needed.

Second, others want recordings enforced and managed by team leaders – with some wanting to connect voice data to their business intelligence platforms. Here, you have one workspace for all recordings with team members able to see recordings and data based on permissions granted.

Third, others wanted all the Dubber functionality with rich AI-powered insights, sentiment analysis, and more. Many teams, all managed in one workspace with instant customer and employee sentiment and real-time search.

And all three wanted simple to provision, add-on functionality for everything from data storage to APIs and connectors to popular apps.

So, we’ve done just that.

The answer is Unified Call Recording

Today we’re launching 12 new products and solutions, more than tripling our industry-leading voice intelligence offerings for service and solution providers, business and government.

The new solutions are available today directly from Dubber on eligible networks and solutions. Over the coming months, we anticipate they’ll be available across our more than 140 active service and solution providers services globally.

Dubber’s existing solutions, CallDub and DubAI will continue to be offered across all current networks.

Unified Call Recording is critical to achieving the compliance, revenue, and customer insights demanded by business and government today. More than 80% of crucial conversations with customers and employees take place using voice. Not having access to accurate, compliant records in real-time puts leaders at a serious disadvantage. Dubber addresses that by unlocking the insights in every conversation.

“Dubber continues to transform the economics of call recording and voice data,” said Matthew Townend, Executive Director, Cavell – a leading industry analyst firm. “The benefits of voice intelligence as a service are clear – both to the service providers that will build differentiation through offering it and to businesses and governments that will deploy it to address critical business needs.”

Three New Cornerstone Solutions

At the heart of today’s announcement are three new cornerstone solutions. They give business and government flexible, affordable options so that users or teams can capture and use voice intelligence – from recordings to transcriptions to sentiment analysis.

• Dubber You delivers Unified Call Recording where individuals need to record, store and review crucial conversations. Dubber You automates the recording of calls, meetings and video without the need for hardware or software and comes with unlimited lifetime storage. Plans start at $14.95 per month per recording endpoint.
• Dubber Teams is ideal for managers and leaders needing central review and control over 100% accurate and enforced recordings and data for sales, service, and customer people insights. Plans start at $19.95 per month per recording endpoint.
• Dubber Premier unlocks all Dubber functionality delivering AI-enriched insights. Beautiful transcriptions, alerts and notifications and the ability to easily integrate Dubber with business intelligence and CRM applications. Plans start at $49.95 per month per recording endpoint.

All Dubber solutions include critical features such as unlimited storage; easy-to-use application for iOS, Android and Web; concierge set-up and training; data download and export and 24×7 online global support.

Turbocharge Dubber

Users can easily expand any package with a simple to deploy add-on including:

• UCR Service Add-on Pack – Easily add services with a click – review and manage recordings, transcriptions and data in one place. So, if you are on MS Teams and you also want to add recordings from Cisco Webex, that’s easy.
• Dubber API – Easily connect Dubber recordings and data to applications, storage and dashboards.
• Dubber Call Recording Archive – Redundant and secure storage of all call recordings and data with Dubber Storage. Back up your valuable voice data in the Dubber Voice Intelligence Cloud, including recordings and data from other sources.
• Dubber for Salesforce – Add your Dubber recordings, metadata, transcriptions and sentiment insights to Salesforce records.

A few of the things you’ll be able to do

Dubber solutions support continuous compliance and voice intelligence with critical features including:

• Collect and integrate recordings and data in the manner required to meet compliance obligations appropriate to regional regulations
• Real-time search of interactions based on communication-related metadata or conversational content. Common examples include:
• Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected.
• Ensure security of collected communications and prevent tampering at all stages
• Retention policies support retain and delete actions; and, legal hold and discovery on historical and real-time data

• Metadata – Participants, time, direction, dialled number, origin number, custom business data
• Content – Transcription, sentiment, phonetics, related interactions

We also announced today a full suite of solutions designed specifically for the exciting needs of compliance, legal, security, risk and audit teams.

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world-leading recording option for compliance.

We’re just getting started!

Get your houses in order!
That’s the message resonating loud and clear to the finance industry from the ASIC RG-271 dispute resolution standards.

If your organisation wants to meet the new compliance standards by October 5, now is the time to act on updating your systems for managing complaints. And although October 5 seems a while away, the D-day drums are already beating.

Why all the fuss about RG-271?

ASIC introduced the RG-271 to improve the way financial services organisations manage and resolve business disputes. Recognising the value of customer feedback as a source of early systemic warnings, the commission reduced the timeframes for responding to complaints. It outlined what information should be in a written Internal Dispute Resolution (IDR) response, to make it easier for consumers to decide whether they want to escalate their complaints.

Capturing and tracking conversations in time will help resolve IDR issues before they escalate. The regulatory guide wants organisations to make more progress by “increasing the capture, tracking, analysis and reporting of complaint data.”

Voice data is a critical element of any business’s overall data set. Voice data is generated from recordings of conversations and the meta-data associated with those conversations.

To effectively meet the new mandate, financial services organisations will need to start call recording and implement workflows to capture compliance mishaps. What this means is they will need to quickly identify when a customer is expressing signs of distress, anger or frustration and build up efficient ways to respond in time.

Rather than this being a matter of opinion or interpretation, AI can tell you in real-time what is the sentiment being expressed by customers in every conversation. This can happen across any interaction point including call centres, mobile consulting calls, video conferencing meetings.

The red button issue – Financial organisations that don’t get their house in order in time could face penalties mounting to thousands of dollars.

Innovation leap in compliance technology brings good news

On the flip side, better IDR not only benefits consumers and small businesses, it equips the financial services boards with rich real time data on the customer experience and gives them a new lens into whether their customer’s needs are being met or not. Although the task can be daunting, regtech solutions such as Dubber accelerate dispute resolution and documentation and provide the foundation for proactive risk management and continuous compliance.

Breakthroughs in voice intelligence step up IDR management

Cloud-based Voice Intelligence is just one example of how technology is leading the way to answering the demands of a tightly regulated compliance environment. Voice intelligence done right makes it possible to create a continuous compliance loop that records, monitors conversations 24/7 and send alerts when organisations need to act on problematic conversations, before they escalate into a dispute.

Anticipating a growing need for smarter voice-driven compliance management, Dubber stepped up to offer a simple and affordable way to quickly meet the new mandates with confidence. One of the advantages of Dubber Voice AI; it can pick up when customers are dissatisfied through sentiment analysis and send an auto-alert to the compliance teams.

To help you ramp up your compliance in time for RG-271, Dubber can take you through the steps – no matter what the size of your organisation.

While the human brain can do wonderful things, it isn’t always the best tool for retaining information.

Don’t worry if this sounds familiar. Even bright, healthy adults are forgetful. We’re designed that way. And it’s a good thing.

Cognitive science professor Art Kohn says people are quick to forget. He talks about something he calls The Forgetting Curve. Kohn says one hour after learning new information the majority of people will have forgotten half of it.

A day later, the average person will be unable to recall 70 percent of the material. By the end of the week that figure will hit 90 percent. There will be people who do better and others who do worse. “In general the situation is appalling. Nearly everything you teach employees in company training sessions will be forgotten,” says Kohn.

This should not come as a surprise. A human brain is efficient precisely because it spends much of its time editing out unnecessary incoming information in order to focus. Along the way it will edit out important material along with the barrage of trivia coming our way every moment of the day.

Kohn talks specifically about corporate training. He worries that forward-looking businesses who spend vast sums preparing staff for new challenges may not get the value they hope for. The Forgetting Curve is a problem in other areas of business. People forget things all the time. They forget conversations, instructions, sales calls any one of dozens of interactions that take place during a working day.

With Dubber’s Unified Call Recording, there is no need to forget any interaction that takes place on a phone or video call. Unified Call Recording can capture every conversation and store it for later recall. The voice data is converted to text, date stamped and made searchable.

This means you can retrieve an accurate record of any conversation, presentation or training session. Even if our efficient, but flawed, human brain can do no better than recall it happened last Thursday morning or that it involved sending widgets to Brisbane.

Highlights from a recent Regtech and Dubber Webinar

How can managers navigate through growing compliance complexities when work happens everywhere? How do you regain control in a business communication world that is siloed into multiple voice chats, video channels, networks and devices? Will AI technology save the day, or are technology firms spreading more pixie dust?

COVID complicates compliance but isn’t the only driver of complexity

COVID complicated an already complex compliance world, adding a plethora of systems, communications tools and places over which compliance now needs to be managed. The volume, velocity and virality of customer conversations across Zoom videos, MS meetings, WhatsApp recordings, mobile conversations…, calls for new ways to track and monitor mounting mishaps and breaches.

Although some regulations were paused at the outset, they are back in force.

Underlying the complications of COVID are a range of broader changes challenging compliance teams: New communications preferences (think WeChat, Whatsapp and Signal) amongst customers and employees; the rise of video as a dominant communications medium; and the inevitability of Bring Your Own Device (BYOD) in the workplace.

Discussion on these drivers, and the challenges they pose to compliance leaders were at the centre of our recent Webinar with Regtech.

A return to mandatory conversation recording

While call and conversation recordings are mandatory for crucial conversations in most countries, they’re limited by legacy solutions, and the ability to compliantly capture them on leading communications platforms where video, calling and messaging converge.

In many environments, 80% of crucial customer conversations are voice, yet less than 10% of these conversations are captured. This percentage slides down as more conversations shift off legacy communications systems. For financial institutions, 50% of customer conversations now occur outside of the call centre. The status-quo is not about to change soon; 61% of financial service CFOs plan to make remote work permanent post-pandemic.

The financial pain is real

Last year alone, $10.4B of compliance fines and penalties were handed to financial institutions. Many of them were related to data privacy breaches. So how do you capture, retain and analyse crucial datasets when user end-points are dispersed across mobile, web and many other channels?

Not surprisingly, in the UK, the FCA mandate to record every voice conversation returned after recognising growing compliance gaps in a dispersed workforce that continues to operate across multiple communication channels.

But in a new reality where employees are hopping across MS Team meetings, Zoom videos, WhatsApp recordings and mobile voice calls, the compliance chasm is still there and growing.

The drive to continuous compliance

“The industry has come a long way from the days when the only option to access data was through spreadsheets. Now huge amounts of data are available on the cloud, and can be accessed almost instantly. This is a massive improvement.” – Regtech Webinar

The C-suite is still largely unaware of its ability to mine voice data outside the call center. There’s a clear opportunity for chief compliance officers to preserve core compliance data in a compliance cloud and be a primary data source for businesses. And critically, to aggregate voice conversations from across the business in one record system.

At the end of the day, the ability to monitor customer conversations, end not knowing, and run them at scale shifts you into a new mode of continuous compliance.

AI, compliance risks and red flags

There’s a lot of talk about driving Artificial Intelligence (AI) compliance models, and some industry kickback. But the future of AI-driven compliance is bright, and from a functionality stance, the timing couldn’t be better.

“The industry is responding positively to the different aspects of AI and what it can deliver from a compliance perspective. The future of compliance lies in the ability to harness artificial intelligence for many compliance tasks.”

The question is, how do we get to the point where we can predict mishaps and conversations that can go rogue, rather than constantly looking in the rear view mirror? This is one of the areas where innovation, AI and analytics are most likely to deliver significant compliance benefits.

If you can predict problems more effectively, you can fix them faster and more easily. You can deliver more tangible benefits and reduce the likelihood of remediation projects.

Unified vs. siloed voice communications

Global compliance leaders can no longer afford to maintain the status quo. They need to continuously monitor voice and chat platforms no matter where their teams and customers are globally positioned. Country-specific data sovereignty requirements also need to be met. So to PCI, and myriads of other regulations.

A shift to continuous compliance intelligence

“At the end of the day, call recording is just an activity. What matters is creating a compliance record system driven by voice data. It’s about integrating that data with other data sources and applications. And then from that compliant data set, fuelling AI-enriched alerts, notifications, workflows, dashboards, and more.”

“Compliance leaders need to look beyond a single application to do this and target a data-first strategy that powers any application they desire.” Andy Lark, Chief Customer Officer, Dubber.

Leaders in the future will need to track and instantly retrieve datasets from cloud-based platforms, with storage capacities up to five, or even seven years. With the tsunami of data from myriads of voice and video conversations, it could pay to spend time on data-driven strategies to flag alerts, gain insights into potential risk, and expedite proactive compliance.

One of the key principles that guide us as a SaaS company is Dubber should get automagically better every day. So, over the past quarter, we’ve been busy behind the scenes making Dubber native to the world’s most popular calling and video solutions and adding cool new features.

Here are a few of the new places Dubber can be turned on with a click.

We recently announced the expansion of our AT&T relationship by offering compliant Unified Call Recording across 3 major AT&T networks: AT&T IP Tool Free, AT&T Hosted Voice Service and Cisco Webex calling with AT&T Business. This is only the start, as Dubber’s multi-network integration across AT&T and their partner platforms means users can now switch on Dubber with a click across AT&T’s Business portfolio, substantially broadening access to the customer voice insights across the entire enterprise.

Like you, we’ve found ourselves working from everywhere and relying on the best UC solutions to stay connected. Now, whatever you’re on, you’ll be able to record, get alerts and insights and do more. And you’ll be able to do it knowing you are complying with global data privacy and financial regulations – unlimited by storage constraints – with AI-enriched insights – and easy access through the Dubber App and Web console.

One of the great things about Unified Call Recording is all your recordings, data, transcripts and insights are in one place. So, if you are recording your own or your team’s calls and videos across mobile, Microsoft Teams, Cisco WebEx, and Zoom – they will all be conveniently in your inbox. And unlike other solutions requiring hardware, professional services, unique SIM cards, and call forwarding, we’ve integrated Dubber with these platforms, so Unified Call Recording can simply be available at a switch.

Here are a few of the integration highlights

• Dubber on Zoom: The recent Dubber – Zoom integration made it possible for Zoom users to access enhanced recording and voice analytics of millions of Zoom meetings and Zoom phone conversations
• Microsoft Teams Compliance Certification: Dubber just became one of the first unified call recording solutions to receive the Microsoft Teams compliance recording certification. Finally, businesses in regulated industries such as banking, government, insurance and financial services can easily meet legal and regulatory obligations for their Microsoft Teams users in call centres, offices, and work-from-anywhere environments
• Salesforce – Dubber integration: The recent addition of Dubber to the Salesforce AppExchange solves multiple issues. Salesforce users can now compliantly capture customer interactions, reduce administration, proactively manage accounts, and continuously improve deals by accessing insights and sentiment analysis. The newfound visibility also means salespeople can quickly search for information in their conversations, opportunities can be filtered by keywords, and managers can help teams win more deals

Cool new features

Dubber just got better with a slew of features to level up the customer experience and end not knowing. These new features don’t just add clarity, they ensure compliance is better managed and disputes are more easily solved.

• Enhanced AI Speaker Detection: Dubber now has an enhanced capability to detect speakers in a recording. As a result, Dubber transcriptions are more beautiful and more conversational, improving overall readability and insights
• AI Question Detection: Another boost to transcription readability was made by adding question marks
• Legal Hold: Now compliance-focused teams can protect recordings from deletion by user, by retention period, or accidental, ensuring that every recording can be retrieved at any time
• Transcription crosstalk elimination: Transcription quality often reduces when it comes to deciphering crosstalk. Recognising the gap Dubber built-in dual-channel transcriptions. The new capability eliminates transcription errors caused by cross talk and improves transcriptions when a caller is in a noisy environment
• IdP SSO: Security is a crucial pillar of the Dubber Platform, which is why we’ve enabled enterprises the overarching ability to control security and identity information. New Dubber customers can configure idP SSO during the account creation process while existing customers can add this functionality by requesting it through their account manager or support contact

We’re not stopping here. Dubber will continue to power on to deliver Unified Call Recording and voice intelligence solutions and end not knowing.

Let’s chat if you’d like a demo of our new integrations and features!

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers and businesses of any size, is pleased to release an update on the Company’s operating focus along with the Appendix 4C for the quarter ended 31 March 2021.

Highlights:

• Annualised Recurring Revenue (ARR) increased 20% QoQ ($5.6m) to $34m and 158% pcp ($13.2m)
• Revenue increased 54% ($2.32m) to $6.6m QoQ and 152% pcp ($2.61m)
• Operating cash receipts increased 54% ($2.31m) to $6.55m QoQ and 362% pcp
• Dubber users now exceed 380,000
• The Company has a strong balance sheet, with in excess of $37.7m as at 31 March 2021

Growth in all key metrics – Users and ARR

During the March quarter the Company’s key metrics all experienced substantial growth.

User numbers grew at a record rate for Dubber’s SaaS monthly subscriptions. The Company expects user growth to increase significantly in the current quarter due to new initiatives including the launch of its Foundation Partner Program. Foundation Partners embed Dubber services within their offering as a standard and in-built feature – from which both Dubber and the partner then benefit from upgrading users to richer functionality and offerings.

The March quarter represents a milestone period relating to comparative user growth quarter on quarter.

The Company expects to receive Foundation and consumption-based revenues moving forward with larger and varying user attachment rates to those revenues. Therefore, as previously indicated, the key growth metric relating to short term growth is the Company’s Annualised Recurring Revenue (ARR) which has grown by $5.6m, to in excess of $34m.

Telecommunications Networks Growth and Yield

The Company continued to expand its footprint of service provider networks along with increasing penetration and revenue yield from its current telecommunication and Unified Communication (UC) platform partners.

AT&T

During the quarter, the Dubber platform went live on three AT&T networks: AT&T IP Toll-Free, AT&T Hosted Voice Service (HVS), and Cisco Webex Calling with AT&T. All three of these networks target large enterprise, government, education, and business clients. The HVS and Webex Calling networks are already providing positive uptake in SaaS monthly subscription users and services.

AT&T’s IP Toll-Free is a major global network carrying calls for the largest organisations in North America and is billed on a per minute consumption rate. Dubber’s recording, API, transcription and AI services will also be billed on a per minute rate at accretive unit increments, thereby introducing meaningful consumption based revenue streams to Dubber.

Currently, AT&T and IBM are engaged with existing mutual large enterprise customers to demonstrate the value of the newly available services on the platform which add substantial insights to those organisations, enabling them to gain valuable business intelligence from their voice data.

The Company expects the Dubber platform to be live on additional AT&T networks in both the short and medium term.

Unified Call Recording Momentum

The Company has previously referenced Unified Call Recording (UCR) which defines the Company’s unique value proposition of unifying call recording and voice data at scale. UCR reflects how businesses and individuals work today, particularly in Covid-19 driven ‘work from home’ settings and hybrid work environments.

The Company has recently become one of only two vendors certified for Compliant Call Recording for Microsoft Teams.

Dubber is already the embedded and only recording offering for Cisco’s Webex Calling platform with the Company expecting to substantially extend its relationship and availability with Cisco Webex in the near term.

During the quarter, the Company also announced availability of a Unified Call Recording solution for Zoom that allows for secure compliance and voice intelligence call recording for Zoom Meetings as well as Zoom’s recently launched cloud phone service, Zoom Phone.

Typical business communications usually involve the use of desk phones, mobiles, and UC services such as Cisco Webex, Zoom and Microsoft Teams. Dubber is uniquely placed to be able to capture recordings and voice data from all services and store them in a single location, the Dubber Voice Intelligence Cloud, where they can be managed centrally.

Behind these UC platform announcements is an industry trend whereby large global service providers are releasing their own network offerings in conjunction with cloud collaboration platforms like Zoom Phone, Microsoft Teams and Cisco Webex Calling. Dubber has detected a pronounced acceleration of telecommunication services moving to a cloud environment, either from traditional telecommunications carriers or by stand-alone UCaaS services in the last two quarters. By virtue of its unique ability to be embed into the fabric of a network and operate at scale, the company is a significant beneficiary of this trend and we believe it will continue to accelerate globally in the quarters ahead.

Foundation Partner Program

The Dubber platform has been designed specifically for large scale availability across telecommunications networks, as opposed to legacy bespoke recording products for enterprises, which are largely tied to on premise equipment, capital expenditure and call centre environments.

The Company expects several of its service provider partners to deploy the Dubber platform as a standard feature across their network base as “Dubber Foundation Partners”. The Company is actively engaged in discussions with major service providers to become Foundation Partners and expects the first initiative of this kind will take place in the current quarter.

This will provide the Company large scale customer reach into end user accounts for jointly upselling additional services, including extended storage, transcription, AI insights and more.

Steve McGovern, CEO, Dubber:

“We are delighted to have delivered such a strong quarter, achieving outstanding growth in all of our key metrics. The company is very well positioned to continue to take advantage of the major shift towards cloud based and ‘work from anywhere’ communications we are seeing in all our geographies. Governments and businesses understand the need to act on the requirement to capture conversations and voice data across their entire business. Ever expanding requirements to record and store conversations for proactive compliance and dispute resolution, and, revenue, customer and personnel intelligence all continue to drive the need for voice data and intelligence at scale. We remain very positive as to Dubber’s growth and leadership.”

Related Party Expenses

In line with requirements of lodgement of the attached Appendix 4C, the Company advises that payments shown in Item 6.1 of the Appendix 4C are in relation to Executive and Non-Executive Director remuneration (including superannuation) and form part of the operating expenses for the March quarter.

This ASX release has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

Download the ASX release and Appendix 4C here (PDF)

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe, and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors

Simon Hinsley simon.hinsley@dubber.net

+61 (0) 401 809 653

Media

Terry Alberstein terry@navigatecommunication.com.au

+61 (0) 458 484 921

How is Voice AI meeting a growing need for faster, more accurate compliance management?

And why does Voice AI work hand-in-hand with proactive compliance?

At a recent IBM – Dubber webinar and round table, compliance industry leaders across the country talked about major compliance mandates affecting their performance. They were troubled by the new Work-from-Anywhere reality and how it’s off-setting rising regulatory demands on financial services and other industries.

During the webinar, fintech expert and Chief Customer Officer of Dubber, Andy Lark, together with Anthone Withers, Head of Public Cloud at IBM discussed the rising role of voice intelligence in stepping up compliance and removing legacy obstacles. They focused on how voice intelligence technology is meeting a growing demand for proactive compliance reporting.

See key takeaways on how to meet rising regulatory demands in 2021

Research shows a growing need to manage voice data in compliance

A history of compliance failures, cross-border mandates, and the growing list of guidelines since the Hayne Royal Commission and GFC are turning compliance and risk management into an increasingly complex task.

The Hayne Royal Commission claimed compliance was highly challenged by the common malpractice of using voice conversations to sell inappropriate products to customers. Deloitte in response, advised the industry to invest in compliance programs that embed data into their DNA. With the shift to data-driven compliance, voice data was inadequately addressed or was missing altogether.

A once impossible task now possible

“Voice has largely been captured in silos and locked into those silos. A voice intelligence platform now enables any conversation to be captured from any eligible end-point, then stored and analysed in a single compliant cloud instance.” Andy Lark, Dubber.

When coupled with IBM Watson, voice data is transformed into intelligent compliance insights. The combination shifts financial services and other regulated industries from a rear-view perspective to always knowing in real time.

When Covid hit and created a new ‘work-from-anywhere’ reality, compliance teams needed to capture and track conversations over a huge set of new endpoints and apps including mobile, Zoom, MS Teams, Cisco Webex and more. Suddenly, the impossible task of managing voice data at scale called for voice intelligence tools powered by Artificial Intelligence (AI).

The power of combining voice data with Watson IBM

Unleashing IBM Watson with Dubber Voice AI on conversation datasets ushered in a new way to analyse conversational data while managing it in a secure environment.

The IBM Watson – Dubber partnership made it finally possible for managers to gain insights into customer conversations and leverage predictive analytics. Managers could now use triggers on keywords and alerts to search and generate reports in real time.

A brave new remote world jeopardizes compliance mandates

“We’ve seen a surge in the use of Cisco Webex, Microsoft Teams, Zoom and more. The meeting online tsunami has created the need for compliant call recording, with all recordings – mobile, web and traditional handsets, unified in one place.” Andy Lark, Dubber

This switch to off-premise communications gave rise to a new remote worker and a growing reliance on mobile devices and applications. With that, new compliance issues arose. For instance, when remote financial workers recorded a business meeting on a popular application, unknowingly they broke many industry compliance mandates.

In effect, the data was not stored in a sovereign way, a privacy notification was not issued and workers were not redacting key data. Personal call recording simply did not meet compliance standards.

Time to knowing

“The new challenge is the time it takes to know if your compliance standing has been compromised.” Andy Lark, Dubber.

Traditional approaches to call recording resulted in useful dashboards for managing a call centre but today do little to meet the needs of compliance teams required to search terabytes of data in real time across multiple end-points – Or more importantly, being alerted on information misuse and policy breaches.

“Together with IBM we solved this at scale by enabling vast conversational data sets to be created and turning them into compelling insights” – Andy Lark, Dubber

Let’s look at a typical bank breach use case: Let’s say there is a serious customer complaint flagged across five years. The average time to assemble data could take up to eight hours of needle-in-a-haystack work. But with Watson IBM and Dubber, the task is reduced to 10 seconds. Anthone Withers pivoted to other important advantages: “You have proof, you have a transcript highlighting keywords that shouldn’t be in the conversation and you have sentiment analytics. Better still, all these insights that expose risk can be pulled into dashboards and reports in real time.”

In summary

Digital acceleration and remote work added multiple communication end-points that began to severely compromise compliance and fraud detection, just as regulatory demands were growing. What’s become clear is; compliance solutions that integrate voice intelligence can produce more cost-efficient and more productive compliance practices, and finally, deliver proactive compliance.