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• 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.