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Accurate records of voice conversations – and their related data – are crucial to fuelling financial services compliance. Best practice extends beyond direct regulatory mandates to how data is stored and captured.

Current call recording solutions on applications and devices fail to address the full spectrum of compliance requirements faced by financial services organisations. Their approach to data retention and security increases risks rather than meeting the challenges set out by regulators.

The solution is Unified Call Recording which takes place inside service provider networks and popular solutions such as WebEx Calling and Microsoft Teams. And, as a bonus, enterprises can eliminate the costs of legacy platforms.

Risk and compliance managers who want to take a more proactive approach to meeting regulations and engendering trust in their customers will be looking for more than basic record keeping solutions. Providers need to be offering AI, transcription, real-time search, automated alerts and APIs as standard. Here are six critical features that should be considered in any compliant call recording solution.

Six critical features every financial services organisation should look for

Retention periods

Regulations such as the GDPR state that organisations must not keep data for longer than is necessary for the purpose the data was obtained for. It is best practice to not keep personal data for longer than is necessary and businesses need to be able to justify how long they store personal data. Financial services institutions require the ability to set retention periods in order to define the length of time that recorded calls are stored for, and to automate their deletion once this time period has been reached.

Unlimited secure storage

Is your data being stored with market-leading AES-256 encryption? Industry leading security practices are crucial. Most legacy call recording solutions require on premise storage at an incremental cost to the service and the more you store, the more it costs. By using Universal Call Recording and storing data in a Voice Intelligence Cloud, enterprises benefit from infinite storage at no additional cost – all provisioned with a click. And, by deploying the platform across dedicated regional data centres with geographic redundancy, organisations can be assured of data sovereignty.

Access permissions

In order to protect data, financial institutions need to ensure that they can restrict access to personal information such as recorded calls, depending on the role the user has been allocated. Depending on the information security policy of the firm, not every user whose calls are recorded should have access to them, or may only be allowed to listen to their calls and nobody else’s. Administrator permissions should be available so that supervisors and management with appropriate authority can access recordings.

Instant retrieval

Audit and compliance investigations require real-time access to data. Legacy call recording platforms depend on SQL searches often taking many minutes to render results. Instead, require that your Voice Intelligence Cloud provides immediate and secure access to all recordings – with search delivering results in real-time. Users should be able to search for calls using data including the date, time, and call participants. By choosing a solution with added voice AI, recorded calls can even be retrieved by searching for words spoken during a conversation. All recordings should be available for instant retrieval, playback, and secure download, with appropriate permission settings.

Call metadata

Compliance with financial services regulations relies on transparency, so call recording solutions should include call metadata alongside each conversation for a detailed record of customer interactions. This provides full transparency in the case of a request for information from a regulator. Ensure your solution provides rich call metadata – including timestamps on conversations – to allow for quick and easy search and retrieval of information. This gives firms the upper hand in compliance and risk management. Voice AI that can detect keywords and send tailored alerts to management makes it quicker and easier to detect and deter suspicious trading activities to prevent penalties from regulators.

Legal hold

Legal hold is an important feature that allows users to tag single or multiple recordings as held. These recordings can be played, downloaded, and shared as any other recording; but cannot be deleted under any circumstances. Held recordings remain even after their retention period expires, if the user associated with that recording is deleted, or if the storage period expires. This ensures that recordings required for legal reasons will always remain available for review.

This week Russell Evans, Dubber’s global head of sales and channels looks at the most common challenge faced by resellers today – how to maximise revenue and reduce the prospect of churn in the booming demand for communications services.

Resellers of communications services – from mobile and SIP connections to UC, Teams, and more – have seen a Covid-driven boom in demand for services. The shift to the Cloud has been matched by an equal demand for data enriched AI to automate processes, gain extra functionality, and work more efficiently. Resellers that can demonstrate not simply the efficiency of the connection but also how to extract more value from every connection are winning more and seeing less churn.

So what does the new reseller playbook for resellers look like?

1. Sell more than the utility and connection: What if the content created in every conversation was a source of insights and alerts? Unified Call Recording – available on the products you are selling today does just that – it converts the conversation to data to create beautiful transcriptions, sentiment analysis, real-time search and more.
2. Create more value: That data becomes a source of immense value for your customers, ending not knowing what was said across the business. Sales leaders get an immediate read on every customer’s conversation. Customer service leaders can understand customer sentiment in real-time. Compliance managers get a secure and protected record of conversations and can instantly be alerted as to when to undertake investigations.
3. Differentiate your offering and increase your value: While others sell Apps and connections, you are now differentiated, exposing the value of every conversation across the business. You stand-out because you are talking to the business outcomes the solution is meant to drive. Your relationship with your customer is elevated, driven by your ability to create quantifiable business benefits. You will occupy the space of trusted advisor for your clients.
4. Unlock the power of voice data: Call recording helps businesses meet their compliance mandates, but it does so much more. Customers are crucial for any sustainable business. Voice data helps them gain greater visibility of transactions taking place within their business, and it provides the data for customer service employees to help with dispute resolution, leading to reduced churn and improved customer experiences.

1. Target the burning needs: Every Enterprise in regulated industries – and most undertaking crucial conversations in which orders are taken, material information exchanged and issues are resolved – have a requirement to both record calls and manage voice data in compliant ways. Unified Call Recording isn’t just a way of selling more to your existing customers, it’s a natural add-on to every new connection.

Fuel big data: Big Data only captures a small proportion of data generated by a company. While companies have seen the value of big data, they are missing out on a huge chunk of data that is left uncaptured from voice calls. Imagine the value of combining both online and voice data to gain a holistic customer picture. Businesses can use these insights to inform new product lines, aid in cross-selling, and gain a better understanding of the reasons behind their customer’s decisions. Exporting this data to visualisation tools such as Google Data Studio, makes it easier than ever to extract these insights. More and more businesses are realising this, and using this voice data intelligence to gain a competitive advantage.

Sales reps are using their intuition, rather than data insights, to prioritise leads. As data becomes the driving force behind business decisions, here’s how voice data and AI can help sales teams to succeed.

End not knowing

What is more important to a sales person than a conversation with a customer? The most valuable of these most commonly occur over the phone, when a back-and-forth over email is just not good enough. But as soon as the call ends, the information and insight held within the conversation vanishes. With 67% of salespeople saying that enforcement of activity logging is stricter than in 2019, accurately recording customer interactions is more important than ever.

A sales person could try to capture the substance of a conversation themselves, taking notes either during the call or trying to remember the key takeaways once the conversation has ended. This is a drain on their productivity, and isn’t all that efficient: they will be distracted if they try to take notes while they are talking, and might not remember every detail if they are writing after the conversation is over.

Recording calls is the only way to preserve the value in a conversation, but traditional approaches have been focused on fixed lines within an office environment and things have moved on – even more so in a post-COVID world. At a time where offices are hastily erected at kitchen counters around the world, calls are being taken over the web, on mobile devices, and IP connections. It’s impossible to capture these conversations without a solution that is built in the cloud with the agility to record every call, no matter where it happens.

As businesses adapt to operating in a world with face masks, social distancing, and an increased reliance on technology for communication, customer service and satisfaction is more important than ever before. Sales teams are differentiating themselves from the competition by using AI to improve internal processes and customer experiences, with 57% of high-performing sales organisations using the technology. A true understanding of a customer’s needs and their feelings about a brand or product can give a salesperson the edge, but this takes time. With huge volumes of call data, it’s impossible to drill down to insights at such scale. The solution is voice AI.

How to boost conversion rates by up to 30%

What if every single conversation within a business could be harnessed to power data-driven decision making? Voice AI transforms recorded conversations into data that can be used by businesses to gain insights into everything from the efficiency of business processes, to product development, to the success of marketing campaigns, to customer satisfaction. Not only can companies combine this with other business data for 360º visibility, they can even use conversational content to power automation within the business.

By recording customer conversations and transcribing them from speech to text, voice AI can then be used to make day-to-day decisions more effectively. Using AI in sales has even been shown to boost conversion rates by up to 30% when interacting with sales leads¹. With voice AI, call data can be integrated with a CRM to automatically populate accounts with records of every single voice conversation, including a full transcript. Sales reps can refer to call transcripts to recap customer needs and formulate tailored offerings based on their exact requirements. 69% of the highest performing salespeople had automated logging of customer notes.

Transcripts and recordings also act as evidence, meaning that crucial conversation with a customer will never be lost. Agreements can be referred to, and disputes can be resolved quickly and easily with an exact record of what was said.

The cure for churn

Sentiment analysis can also be used to gauge a customer’s feelings about a brand and even indicate those who might be about to churn. Voice AI analyses the words spoken by a customer to rate each part of a conversation, and the call as a whole, with positive, negative, or neutral sentiment. Using APIs, calls rated with a negative sentiment score can trigger an alert or even automate process, such as creating a task in a CRM such as Salesforce.

With the detailed records of previous interactions, salespeople can make hyper-personalised contact with leads and existing customers to help to nurture a relationship. Where once a customer might churn after a negative conversation, with automated alerts and task creation sales reps can proactively maintain relationships with contact that puts their needs first. Understanding customer needs was the number one reason for AI adoption, as stated by sales teams surveyed by Salesforce.

Not only are calls rated by sentiment, but voice AI can actually identify specific emotions based on what a caller said, allowing for an even more tailored approach to selling. Questions might indicate an analytical or tentative customer who might require more evidence of the benefits of a product or service, whereas someone making more active statements might be more confident in their opinions and be more ready to close the sale.

Case study: Dorsey & Dorsey

Dorsey & Dorsey Inc. is an insurance provider in Oklahoma. We spoke to their call centre manager Drew LeHew about how Dubber has improved sales performance at the company.

Dubber: What was the challenge that brought you to choosing Dubber?

Drew LeHew: We weren’t happy with our old call recording provider as calls had to be manually recorded, which resulted in us missing important conversations. We wanted to protect ourselves against liability and have recorded calls to use as part of staff training.

D: How did Dubber help you solve this problem?

DLH: The simplicity of the solution was the most important thing for us. We have complete peace of mind knowing that every call will be recorded automatically and will be easy to find when we need to. Recording our calls has allowed us to diffuse disputes very quickly and we’ve seen an improvement in the overall performance of our agents due to the enhanced training we can now offer using recorded conversations.

D: What was the process of going live with Dubber like?

DLH: The Dubber solution has given us a great system for monitoring calls and then using them as a training tool for our agents. Not only is every call recorded but we can easily retrieve important conversations and tag them for future use.

As a manager of a high call volume call center, Dubber call recording provides reassurance knowing all of our calls are recorded and easily accessible. Recording our calls with Dubber has allowed us to take our training to new heights as managers can listen to more calls and share them with their agents to find areas for improvement. I’d highly recommend the solution.

If you’d like to learn more about how Dubber Unified Call Recording and voice AI can improve sales performance, speak to a member of the team today.

¹Hansen, I., Hilbert, M., Travis, T. and Zijadic, A. (2019) Predicts 2020: AI for CRM Sales Technology Must be Balanced With Analytics, Training and Change Management Considerations. Stamford, USA: Gartner.

1. Regulatory change and political uncertainty

Regulations are continuously changing and, particularly as many financial services organisations operate globally, it can be difficult to make sure that measures are in place to comply with evolving requirements. With Brexit deal negotiations continuing and the exit date rapidly looming, financial institutions who deal with clients in the UK and the EU will be facing uncertainty when it comes to compliance.

Recording information is a key requirement for the majority of financial regulators around the world. There are varying standards depending on the country of operation, such as the US Generally Accepted Accounting Principles or the International Financial Reporting Standards, meaning that recording information can use vast amounts of company resources.

The solution to record keeping compliance worries is an agile call capture service with no limits on storage. Financial services organisations can record their calls and store them for as long as they need to – keeping them for 5-7 years to comply with regulations such as MiFID II at no extra cost.

2. Data protection and cybersecurity

With sensitive information being shared with banks every day by customers, data protection is a key challenge for banks. Regulations such as the GDPR can result in fines of up to 4% of annual turnover for firms that fail to comply with data protection laws. Not only is data protection a legal requirement, banks can leverage their information security policies to engender trust in their customers.

Cybersecurity is at the forefront of the minds of risk and compliance managers, as they work to protect the vast amounts of sensitive information that financial institutions process. Further regulations such as PCI DSS and SOX require formal data security policies, communication of data security policies, and consistent enforcement of data security policies.

Advances in cloud technology can really help with the burden of compliance, with secure and geographically redundant data centres ensuring the safe processing and storage of consumer conversations. Data can be encrypted and access can be restricted to reduce risk.

Data also provides a unique opportunity for financial service providers to learn more about their customers and improve products and processes within their organisations. The unstructured data held within customer communications can initially seem inaccessible, but with voice AI it can be transformed into actionable intelligence that can fuel business decisions.

3. Fintech disruptors

Established banks are beginning to feel the threat of newer, more agile players within the financial services industry. The introduction of open banking in the UK has made it even easier for fintech disruptors to lure customers away with easier switching and more competitive offerings. This initiative was introduced by the government to encourage competition in an industry that has previously been dominated by a handful of powerful institutions.

Traditional banks are realising that they will need to innovate, and embrace technology that will allow them to become more agile. This extends to compliance, where technology can facilitate adaptation to changing requirements and create a more proactive approach to risk mitigation. This forward-thinking culture of compliance utilises AI to perform in-depth data analysis to provide insightful reporting that can identify and minimise risky activity. With automated reports and customisable alerts, supervisors and managers can reduce undesirable behaviours without increasing their workloads.

Embracing the potential of technology gives financial institutions the ability to differentiate themselves from the competition and win the trust of their customers by demonstrating their commitment to risk management and data protection.

4. Minimising risk

Regulations put on financial services organisations largely focus on transparency in their aim to increase trust and protect consumers. With adequate data gathering and surveillance capabilities, firms can identify and minimise violations such as insider trading.

A recording solution that can track and timestamp conversations, and allows for quick and easy search and retrieval of information will give firms the upper hand in compliance and risk management. Voice AI that can detect keywords and send tailored alerts to management makes it quicker and easier to detect and deter suspicious trading activities to prevent penalties from regulators.

Talk to a member of the Dubber team to find out how our services can ease the burden of financial compliance.

Regulatory drivers such as MiFID II and the Dodd-Frank Act require the secure and accurate recording and long-term storage of conversations relating to financial transactions. Where once on-premise call recording that captured conversations made on fixed lines in an office were a partial, and expensive, solution to this directive, with many people working from home, they no longer offer full compliance coverage.

While web- and app-based recording may seem like a solution to this problem, these options can come with risks of insecure storage and can’t provide the instant discoverability required by regulators. The only way to record every conversation from a dispersed workforce is to find a solution that can record every call, no matter where it takes place.

Unified Call Recording enables organisations to meet compliance requirements by collecting and storing voice data at scale and across devices and channels. By recording directly from the service provider network, organisations can record calls not just from fixed lines but from mobiles and any IP connected device. It doesn’t matter where in the world employees are working from, the company can rest assured that their conversations will be accurately captured and securely stored in the cloud.

All voice data is protected with AES-256 encryption and is stored in regional data centres for sovereignty. There aren’t any limits on recordings or storage. Businesses can capture as many minutes of calls as they need and store them for as long as their compliance requirements specify. They can even set a limit on their data retention so that recorded calls are automatically deleted. This prevents businesses from holding on to old or outdated data for too long and ensures the information they have is relevant.

Compliance box ticked: what’s next?

Financial services organisations are looking for a solution that will reduce the cost and complexity of meeting compliance requirements. But as well as ticking the box for the compliance basics, they want to go above and beyond to ensure that their organisation is operating effectively.

What if their call recording solution could do more than just capture conversations? What if it used AI to allow a business to conduct its own investigations into employee conduct? What if AI transcribed each and every call, allowing users to search for a recorded conversation by a single word that was spoken?

Automation is the future

When every recorded call is transcribed, there is an accurate record of what was said that can be referred to in the event of an investigation. But this is just the beginning. Transcription can automate processes that can enable a more proactive examination of company practices.

Organisations can identify keywords that indicate policy breaches and create early warning systems through automated alerts for such keywords. Emails can be sent to supervisors to warn of suspicious activity and, through an API, these actions can trigger processes in existing business applications. Transcription also facilitates keyword search, allowing users to find conversations based on a word spoken during a call – just like an email.

Transcribing speech to text also opens up huge opportunities to learn more about an organisation’s customers and also their internal processes. Voice data can be exported to be integrated with other business data to get a 360º view of a company – allowing for analysis within business intelligence tools to identify trends and opportunities for improvement.

Get in touch with a member of the team to find out how financial services organisations are getting the compliance and performance edge with Dubber.

James Slaney is co-founder of Dubber and General Manager of Product.

1. How do you think data and analytics will change the way customers interact with their clients?

With the impacts on business we have seen from COVID, encouraging customer loyalty is more important than ever. Companies that want to provide consumer-centric products and services will be looking to analytics to inform every business decision.

An example of how voice data can be used is through sentiment analysis. Calls can be analysed to detect customer emotions, allowing businesses to use this data to identify opportunities for cross-selling or new sales, as well as identifying potential churn risks. By distilling vast amounts of call data, businesses can gain a more accurate reflection of general customer sentiment than, for example, customer satisfaction surveys. Understanding these potential risks and opportunities can be lucrative for businesses who want to put the customer at the centre of every business decision.

2. What are the major compliance issues impacting the use of call recording applications?

With regulations governing a variety of industries, and businesses increasingly operating globally, compliance is a key issue for many companies. Secure storage is a top priority when complying with regulatory frameworks, and this needs to scale to meet the 5+ year requirements of legislation such as MiFID II. Businesses can struggle to meet the high demands of regulations. On-premise solutions, and even some cloud providers, are unable to offer long-term storage that ensures businesses are compliant. Concerns about running out of storage space, data leaving the European Economic Area, or a lack of functionality such as audit logging, can mean businesses risk fines. When businesses are looking for call recording solutions, they need to ask themselves, does the call recording solution offer unlimited storage? Does it comply with global compliance standards? Can it provide back-up storage options for outages? How easy is it to set up? Is recalling specific records easy so the cost of ad hoc requests is kept to a minimum?

3. Where do you see the biggest opportunities for resellers today?

As Enterprises are seeing the importance of data, it’s possible for them to collect more data than they know what to do with or can practically use. Limited time and resources mean that, unless they are given the right tools to help segment and analyse data, any sustainable, repeatable business value that can be gained from data will be lost. This is where we see the biggest opportunities for resellers today: being a trusted advisor for businesses looking to access and understand their data. Analytics, powered by AI, offers businesses a way to extract value from the huge amount of data available to them: allowing them to improve their decision making through actionable insights.

Our most successful partners are able to show customers how an open API can allow for integrations with other products – like Salesforce – to make finding the value in data even easier. By demonstrating integrations with data visualisation tools such as Tableau, even customers with little experience of data science quickly see how easy it is to spot trends in the data they are collecting and how these can inform their business operations.

4. What kind of innovations would you like to see in 2021 and beyond?

Voice data and AI will become a natural part of understanding what is happening in every corner of a business – listening to phone calls is going to seem as outdated as receiving a fax. Advances in language technology will give us the ability to find meaning in voice data in ways that seemed like science fiction only a few years ago. Insights from voice AI are not only something that will drive better business decisions in customer-facing businesses and call centres. We will be able to use deep insights from calls to places like emergency services and COVID-19 helplines to help with decision making that will directly affect people’s lives.

5. Where do you see the future of voice data intelligence?

In today’s data-driven world of business, voice data is becoming more and more important. As organisations begin to realise the power of voice data, they are turning to unified call recording to help them harness that valuable call data they receive every day. Significant development has been put into voice-to-text transcription, and this is only going to improve as automatic speech recognition models are trained to understand more languages, dialects, and accents. It’s not only what was said that is important, but how it is said. Sentiment and tone analysis are areas of further development, allowing businesses to truly understand how their customers feel about them. These innovations give rise to a whole host of business use cases: from churn prevention through the early detection of unhappy customers, to product development by identifying trends in customer needs.

Aragon Research has recognised Dubber as a global conversational AI leader, with a report detailing Dubber’s visionary and innovative approach to using AI to generate conversational intelligence.

Dubber has been recognised as a “Hot Vendor in Conversational AI” in the 2021 report by Aragon Research, Inc. The Conversational-AI market is experiencing significant growth and is expected to record a CAGR of 30.2% (through to 2024) driven by the needs of businesses of all sizes for greater customer, people and revenue intelligence.

The report identified Dubber’s ability to derive business value from voice data and provide easy to follow transcription and sentiment analysis of crucial conversations by sales reps, customer support personnel, and others, mentioned as standout features.

Conversational intelligence benefits

Dubber’s conversational intelligence enables both internal and external benefits for businesses.

Conversational intelligence enables revenue programs such as sales, customer success, and customer loyalty. Real-time text and speech-based insights can help sales reps improve information accuracy, productivity, streamline communication between managers and employees, and drive continuous learning throughout the enterprise.

Internally, it’s often used to promote employee engagement and performance through coaching, learning, training, assisting, and more diligent recording and archiving of important enterprise knowledge, such as the knowledge stored in meetings. When the entire meeting is recorded, critical insights and intelligence is unlocked. Meeting recording and transcription paired with insights can drive a more unified, engaged and knowledgeable workforce.

Let Dubber Conversation AI do the work

Dubber Conversational AI comes ready to run with the ability to develop AI training specific to your institution.

• Industry-leading transcription with auto-language detection
• AI-enriched sentiment, tone and emotion signals
• Automate data loss and misuse monitoring Deep-learning and ML-based policies automate the detection of leakage risks in what was said, shown, or shared. Create your own custom, company-specific policies.
• AI-powered alerts on risks move you beyond random sampling and transcript searches
• Workflow automation for automating the next best action and processes based on conversational data

Dubber offers service and solution providers, government agencies and businesses the ability to compliantly record conversations in the cloud, without hardware or storage.

Dubber Unified Conversational Recording and Voice Intelligence Cloud can scale to fit any size business and allows access to previously untapped voice data. Voice, video and chat conversations are transcribed and enriched with AI-powered insights and are available on a phone or browser.

Dubber processes billions of minutes of recorded voice data and transforms that data into intelligence for 1,000s of businesses. Dubber solutions are native to Cisco Webex, Microsoft Teams, and Zoom, and networks such as AT&T, Verizon, Telstra and Cox Communications.

“Dubber’s tremendous network of service and solution providers, as well as our partners, has allowed us to the ability to unlock the potential of conversational data into meaningful intelligence for customers,” said James Slaney, COO, Dubber. “Our inclusion in the ‘Hot Vendors in Conversational AI’ report is reflective of the power of conversational recording for business insights and certainly a rewarding recognition of the incredible year of growth and progress Dubber has had.”

If you’re a Cisco customer, chances are you’ve used MediaSense. This built-in call recorder came as part of Cisco products to capture your phone conversations.

MediaSense is nearing the end of its days. Cisco stopped selling the call recorder back in 2017 and this year will be formally ending its support for both 10.x and 11.x versions.

I’ve been relying on MediaSense, what should I do?

The official deadline for the end of MediaSense is October 31st 2020. If you’ve been relying on it to record your calls, the time is now to look for a new solution. And we’re here to help. Dubber joined Cisco in 2019 to provide Unified Call Recording and voice AI services for their Webex Calling service and we now support their UCM-C, HCS, and CUCM services.

We offer pain-free migration for all of your MediaSense recordings to our cloud platform, and the chance to upgrade to the Dubber Voice Intelligence Cloud, with no need to invest in any new equipment. We record directly from the Cisco network so all calls are recorded, whether they happen on a fixed line, mobile device, or IP connection. Our services are available on a subscription model so there is no long-term commitment required.

How does Dubber compare to MediaSense?

Plus:

• By upgrading to the Dubber Voice Intelligence Cloud every call is fully transcribed with sentiment analysis
• Customer alerts based on call content
• Compatible with Webex Calling, UCM-C, HCS, and CUCM services

The Dubber platform is efficient and cost effective: with an open API for easy provisioning and integration with other business tools such as Tableau. We have ready-to-use Google Data Studio templates, and will soon be launching a dedicated Salesforce app. Our secure and scalable cloud platform offers long-term, unlimited storage that can help with regulatory compliance – with no restrictions on the amount of minutes recorded or stored.

Once you record your calls with Dubber, you get access to our Voice Intelligence Cloud – fully transcribing every single call and enriching call transcripts with detailed information about caller sentiment and tone – even identifying seven different emotions. This data opens up the potential for businesses to gain valuable insights from their voice data, search for calls by keyword, and automate processes based on what was said during a phone call.

Try out Dubber call recording and voice AI for free

To ease the transition to the cloud, we are offering free recording migration to all MediaSense users as well as free call recording for the first 90 days. Make sure you don’t lose out on the critical function of recording your calls and contact Dubber to access the free offer.

We offer three plans to suit your call recording requirements, along with increased support services. You can stack as many licenses as you need, there are no minimums required. Each license comes with unlimited recording minutes, and unlimited storage – making it perfect for compliance with industry regulations.

Our conversations are rich with information; but this valuable voice data is lost as soon as the call ends, or is trapped within proprietary call recording solutions. Voice is the largest untapped data source for most businesses, but if it is siloed its true value is lost. This is why we have introduced Data Exporter. This easy-to-use feature unlocks the voice data of a business and allows companies to truly unify their data to create a single source of truth.

When businesses export voice data and combine this with other internal data sources, they have the potential to tap into valuable insights. This can help to: develop dashboards to visualise contact centre agent performance, monitor and report on customer experience, deliver compliance reporting, access conversational content for investigations and customer remediation, enrich CRM data, and automate workflows. This kind of data cannot be extracted from chatbots or email and so is a valuable source of business intelligence.

What can businesses do with exported voice data?

Whether you’re a huge enterprise with a team of data scientists at your disposal, or you’re a small business owner who’s more comfortable with an Excel spreadsheet, data is key to making business decisions. We give you complete ownership of the data you collect from your calls, allowing you to use it in the way that best suits your business needs.

When you export data from Dubber, you are able to view call information, including sentiment ratings, tone and emotion. This kind of data can give a real insight into customer satisfaction and provide businesses with a better understanding of how customer conversations unfold.

You can unify exported voice data with data from other areas of the business, allowing for greater visibility. This is key to making your data work for you: with no more siloing of information, you get a 360º view of business trends and can more easily spot patterns.

Businesses can use contact centre analytics tools to compare data such as call volume, IVR path, and user numbers to analyse business patterns. Data can be exported to visualisation tools such as Tableau – or to tools that users are familiar with, such as Excel.

Improve customer satisfaction

Improving customer satisfaction and net promoter score is a key driver for businesses. By continually monitoring customer satisfaction using sentiment data, businesses can work to ensure satisfaction throughout sales, service, and complaints processes. Companies can use the knowledge gained from this analysis to raise customer satisfaction levels and increase the customer retention. Using Dubber’s Voice Intelligence Cloud, businesses can display sentiment and tone analysis. When viewed alongside call themes they can see how sentiment and tone changed over time.

Improve dispute resolution

Good complaint handling reduces overall operational costs. Businesses can analyse their exported voice data to ask questions of their complaints process. This data can show if complaints have been dealt with fairly and correctly by the customer service team, and whether anything could have been done differently. Customer service teams can identify common barriers to dispute resolution, alongside the root cause of complaints. This gives businesses the opportunity to address underlying issues and ultimately reduce incoming call volumes.

Understand first contact resolution

First contact resolution (FCR) provides an overview of customer resolution across various call types and shows the related sentiment and tone. FCR rates are determined by analysing spoken content within calls to find language relating to repeat contact such as ‘third time of calling’ or ‘last time I spoke with…’. When this is exported for analysis alongside CRM data and PBX records that show multiple interactions with the same users, businesses can determine the FCR rates for their calls.

Unresolved calls also provide an opportunity for deeper analysis around root cause and the frequency with which these escalate to negative call outcomes. Analysis of these calls can provide training insights.

Inform day-to-day business decisions

As well as using voice data to look at the big picture, businesses can also use it to inform everyday operations. Customer teams can export sentiment data to CRMs to inform a more personalised approach to customer interactions. Customers who are shown to be frequently exhibiting emotions such as fear or anger could receive a different approach to those who frequently show positive emotions on calls. Calls with negative sentiment can be used as a training tool for contact centre operators to learn how to alleviate negative emotions.

Particularly at this time when many businesses are operating with a remote workforce, management may want to use sentiment analysis to check on employees dealing with an increased number of calls with negative sentiment ratings.

Not a data scientist? No worries

Not everyone has the time or resources to undertake huge data science projects using expensive software. If you’re new to data science, we have you covered with our own set of templates for Google Data Studio. They will help you take your first steps into the world of analytics and business intelligence.

Available as standard for all Dubber AI plans

All businesses with Dubber AI plans will be able to use the Dubber API to export recording data up to a range of 31 days. Exports are presented as a csv spreadsheet where each row represents one recording, and include voice AI information. This allows data from recorded calls to be extracted in bulk. The new feature is included as standard through the API.

Voice data has been a long ignored or inaccessible pool of business insights critical to addressing compliance, customer experience and business performance. The inability to convert voice-based interactions internally and externally has reduced telecommunication carriers to providing connections. This has precluded them from the data race and using AI to develop new service offerings based on big data sets.

Deloitte found that, in organisations adopting AI, more than 80% of business leaders see AI as “very” or “critically” important to their business success. Some researchers have even predicted that AI could become a “general-purpose technology” – one that will transform every industry and society at large.

The power source of AI is data, and telecommunications service providers have a great opportunity to offer businesses access to this AI fuel. With 92% of all customer interactions happening over the phone, the data being created is vast – but it’s not being used to its full potential. Traditionally, if calls have been recorded at all, the capture of voice data has been limited by on-premise storage. Any data that has been recorded has been siloed and represents only a fraction of the total communications taking place. Not anymore.

Don’t leave voice data out

Businesses surveyed about their AI priorities by PWC stated that their top data challenges were identifying, collecting or aggregating data across their organisation, and integrating AI and analytics systems to gain business insights. Unstructured data, such as recorded calls, was seen as a problem to collect or make sense of. Only 18% of businesses take advantage of this data as part of their AI strategy. This is a significant opportunity for telecommunications service providers to give businesses access to data that has traditionally seemed out of reach.

It is precisely this kind of data that can give a comprehensive view of customers. Executives who say unstructured data is one of the most valuable sources of insights are 24% more likely to have exceeded their business goals, according to a survey by Deloitte. Unfortunately many companies are discovering that understanding customer journeys and making tailored offers is difficult to achieve with traditional premise-based analytics.

Telecommunications service providers have an opportunity to take the conversations happening on their global networks and deliver value from them. Currently telecom networks passively enable the exchange of data, when they could be actively enabling access to the value held within that data. If they don’t act fast, OTT players may make them redundant by building their own networks – Google and Facebook already are.

The call recording backbone for telecommunications

We created Dubber to empower service providers and businesses alike. By recording calls directly on the network, we enable service providers to provide recording and voice AI services for businesses of all sizes. By building our platform in the cloud, we have reduced the cost of data storage by removing the need for expensive proprietary software and hardware.

It’s not just our cloud storage and processing opportunities that make our platform so appealing, but the data modernisation capabilities. We can migrate existing data from on-premise solutions to the cloud to unify the voice data of a business and enable 360^o analysis. Data modernisation offers substantial cost savings. 32% of businesses surveyed by Deloitte identified cost and performance as the top drivers for moving to the cloud, with 91% listing cloud platforms as their primary data storage method. Of the remaining 9% that stored their data on premise, nearly all planned to migrate to the cloud.

Removing the technical barriers to AI insights

Making voice data as accessible as possible is one of our passions. Not only do we democratise call recording through our cloud subscription service, with Dubber AI we also make it easy to extract the data held within calls for analysis. Businesses can easily view call information – including full transcripts, sentiment ratings, and tone analysis – to get a real insight into customer satisfaction.

You don’t need to be an expert in data science. Small businesses will be taking their first steps into the world of data and AI and won’t have the technical skills or budgets required to hire data scientists. With the Dubber platform, they can access easy-to-use services (including ready-to-use Google Data Studio templates) that address these shortfalls: all without having to make big upfront investments. By giving access to AI as a service we’re giving all companies the ability to use it now.

And by partnering with telecommunications service providers around the world to democratise access to voice data, all a business has to do is switch the service on.