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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.

“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.

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