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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  Now, these efforts are being superseded by a second imperative as enterprises seek to improve “band-aid” responses and address a more permanent state of hybrid working.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