Learn

Our cloud storage sets us apart from other call recording service providers by offering a scalable platform for growing businesses. As a native cloud call recording solution, we offer a range of storage options to adapt to the needs of service providers and their customers. We built the Dubber platform in the cloud to offer unlimited scalability to our customers. What does this mean in practice?

Flexible options

Scalability offered by the cloud provides flexible approaches to user counts, processing capacity, and storage. Combined, these allow us to provide products and plans tailor-made for service providers.

Perpetual retention

A common challenge for on-premise solutions is that their sizing was undertaken at time of installation. As a business grows in both users and usage, a challenge can arise where the volume of daily new call recordings is beyond prediction. This forces administrators to balance which services are being recorded and the length of time to retain each recording.

This approach to retention is just not adequate in the real world, especially when regulations such as MiFID II require calls to be stored for five years. The Dubber platform has the capability to securely store large volumes of calls in perpetuity, giving organisations the tools they need to comply with the regulations of their industry.

SaaS

Our Software-as-a-Service model allows us to offer a range of subscription options to telecommunications service providers and their customers. Want to cover call recording for compliance and contact centres but also offer packages with less commitment that introduce a whole new customer base to the benefits of call recording? Dubber has you covered. We offer low-cost and commitment-free packages with shorter storage periods that can be supplied alongside standard reserved call recording packages that require perpetual storage.

Unrestricted storage

As well as long-term options, the Dubber platform can also accommodate large call volumes. The unrestricted storage provided by the cloud allows for vast numbers of concurrent calls to be recorded. Dubber’s true cloud storage allows the solution to scale alongside a business during busy periods, and there are never any concerns about running out of space. Calls are always available instantly and are easily searchable.

Security

Dubber is a native cloud platform, with an architecture specifically designed to provide maximum security for the recording data of all our users. The Dubber platform utilises sophisticated security systems, leveraging cutting edge cloud technologies to provide a highly secure and scalable call recording solution. All data is stored within our platform under AES-256 bit encryption, providing best-in-class security. The platform offers true cloud multi-tenancy architecture, ensuring separation of all customer data.

Learn more about our security

Get in touch to find out how the Dubber solution can scale to suit your business, contact us here.

June 2019 Appendix 4G

The second part of our Fourth Industrial Revolution series explores how networks are expected to evolve in the future. You can read our introduction to the Fourth Industrial Revolution here.

Telecommunication networks are vast physical structures that perform diverse functionality in a way that must conform to regulatory restrictions. The industry is constantly adapting to developments in technology and evolving business models and the rate of change that they must keep up with is increasing.

Cloud technology

Advances in digital and cloud capabilities are expected to transform networks, moving away from expensive hardware to innovative software that can increase reliability and flexibility. These software solutions will have API-based interfaces and will be deployable across affordable, general-purpose hardware platforms. Cloud technology, such as software-defined networking (SDN) and network function virtualisation (NFV) are leading this network evolution, as they allow telecommunication service providers to manipulate the network on demand.

AT&T are pioneering the adoption of SDN and NFV, setting a target of 75% of the AT&T network based on SDN and NFV technologies by 2020. It is expected that other carriers will follow AT&T’s lead and that SDN and NFV could be worth a total of $220 billion for network operators and equipment providers over the next decade. At Cox Communications, Executive Director of Advanced Technology Jeff Finkelstein said the proliferation of IoT connectivity will continue to drive cable network demand, which is increasing at an annual rate of 53 percent. He sees the only way to manage that growth is to capitalize on technologies including SDN and NFV.

Cloud technologies applied to network infrastructure will allow network operators to reduce their spending, particularly on energy. This could result in a positive change for the environment, with a switch to new technologies predicted to save more than 180 million tonnes of potential CO2 emissions.

5G

The 5G network is key to the Fourth Industrial Revolution. Already being rolled out to certain cities and locations such as Gatwick airport in the UK, 5G uses high-frequency radio spectrum but will need lower band airwaves outside of urban areas. Service providers will need to ensure that they can provide the network across the spectrum in order to reach a larger market. 5G is characterised by low-latency: meaning there is minimal delay in the processing of data. This allows it to support operations that require near real-time access to rapidly changing data. 5G will allow the commercialisation of technology such as the internet of things, virtual and augmented reality and autonomous transportation, as well as evolving industries from television broadcasting to agriculture.

Intuitive networks

Understanding network workloads and how to allocate infrastructure accordingly is another way in which networks will be transformed. As networking evolves, machine learning technologies have the potential to create networks that are self-sufficient. This technology would mean that networks could identify errors and issues and fix problems before they affect communications. These intuitive networks will be able to automatically adjust bandwidth provisions depending on requirements.

Driven by artificial intelligence, intuitive networks collect data from points throughout the network; including end user smartphones, switches, WAN routers and cloud servers. This data can be used to understand how the network is being used, giving network engineers the information they need to do their job more efficiently.

Evolved networks will make provisioning quicker and easier, with agile delivery allowing staff more time to work on other advancements as less time is required to be spent on routine network management. Networks will also have much greater scalability; meeting traffic demands as they fluctuate over time. With intuitive networks, business continuity and disaster recovery are also improved. As networks are able to identify issues, traffic can be rerouted in order to reduce downtime, reducing customer churn due to increased satisfaction through more consistent levels of service.

Dubber’s native cloud products have been designed to take their place in the Fourth Industrial Revolution. Built natively in the cloud, Dubber solutions are already offering the cost and energy saving benefits of a software-as-a-service model. With no on-premise equipment the costs of running server rooms, as well as the energy consumption associated with powering them, are removed. By eliminating the hardware requirements of legacy solutions, we are able to offer a service that can scale to meet demand: without restrictions. In this way, our platform is prepared for a future where communications solutions automatically scale depending on requirements.

In part three of the Fourth Industrial Revolution series we’ll look at the world of communications beyond phone calls and the new digital communication methods and extended revenue streams that will be available in the future.

The Fourth Industrial Revolution is a wave of digital development that encompasses our physical surroundings. Where the First Industrial Revolution used steam power to transform manufacturing and travel, the Second used electric power to enable mass-production, and the Third used technology to automate processes, the Fourth uses emerging technology including artificial intelligence (AI), robotics, the Internet of Things (IoT), 3D printing, nanotechnology, biotechnology, and quantum computing.

This series will give a general overview of the Fourth Industrial Revolution, with future pieces discussing what this will mean for networks, telecommunications, customer service, and the workforce.

The Fourth Industrial Revolution and business

The Fourth Industrial Revolution has the potential to generate income and improve quality of life through new products and services that increase efficiency and make our lives easier. It is predicted that logistics and global supply chains will improve, reducing the cost of transportation and communication and the overall cost of trade: resulting in new markets and economic growth.

Market disruption will be driven by agile players who can offer better quality, experience, speed, or price options thanks to improvements in technology. We have already seen how technology is creating new ways to consume goods and services via smartphones. The Fourth Industrial Revolution will affect customer expectations, as well as product and business development.

Artificial intelligence

AI is fast becoming a part of everyday life. Self-driving cars are being developed, while drones and virtual assistants are now commonplace. AI technology is being driven by the availability of vast amounts of data, something that has fuelled the development of our own AI technology. We developed Dubber AI to allow everyone, not just big businesses, to gain insight from their calls, and ultimately make their lives easier. With AI, businesses can identify common problems and resolve complaints to improve customer loyalty, while people in their everyday lives can use call transcripts to remember important details. Other technology companies, such as IBM, are using AI to improve everything from healthcare to Wimbledon.

Telecommunications developments

The telecommunications industry will be at the forefront of the Fourth Industrial Revolution, as a driver of global digital transformation. Investment in technology and interoperability has enabled the flow of data and the creation of new business models across industries. A globally connected network empowers millions of people around the world by giving them access to information and marketplaces.

Data will soon become a commodity such as electricity and telecommunications service providers will need to create an offering that prioritises customer experience in order to succeed. They are uniquely placed to offer a personalised customer experience that extends revenue streams beyond connectivity, through integrated IoT solutions and new communications technologies that leverage developments in augmented and virtual reality. Networks will also evolve from on-premise equipment to an era of software systems.

Competitive advantage will be achieved through the ability to collect data and create new outcomes or experiences for end users. Telecommunications service providers who offer enterprises a variety of data-driven use cases will add value to their offerings and ultimately their customers. 2020 sees 44 zettabytes (44 trillion GB) of annual data flow, 40% of which will be stored or processed in the cloud.

In part two of the Fourth Industrial Revolution series we’ll look at how intuitive networks will create value for customers through flexible services, faster routes to market, and improved user experience.

Dubber Annual Report 30 June 2019

Corporate Governance Statement June 2019

The new Meeting Recorder tool, exclusively available in the Dubber mobile app, allows users to record meetings from their phone, store them securely in the cloud, and even transcribe them with Zoe voice AI. Record interviews, team meetings, or any conversation you might want to refer to in the future with this essential new tool. Meeting Recorder is as easy as pressing a button: once the meeting is over, it is available to replay just like your calls.

The death of minute-taking

Have you ever been so busy taking notes that you’ve missed what was said next? With Meeting Recorder you can give meeting participants your full attention, knowing you can replay the meeting at any time. With no need to take minutes, meetings can flow uninterrupted. Also, with Zoe, a full transcription of the meeting can be obtained and circulated as a follow-up to the meeting: ensuring nobody misses an important detail.

Transcripts can prompt action points and make collaboration more efficient. Zoe also analyses the sentiment of meeting participants and breaks every recording into sections assigned with a positive, neutral or negative rating. Alerts can be created to notify users of meetings that have been rated as having negative sentiment, and team managers can be alerted to meetings carried out by their direct reports to ensure that they are adhering to policies.

Pinpoint important moments with voice AI

With a full transcription of a meeting available with Zoe voice AI, locating a specific meeting recording is easy with searchable text and keywords. Stay organised by adding tags (such as customer name and attendees) and even attach comments and notes.

Never run out of storage

Unlike other mobile recording apps, Meeting Recorder stores all of your recordings in the cloud, just like your calls: so you’ll never run out of space. This is especially helpful when complying with regulations such as MiFID II, which requires financial interactions to be recorded and stored for up to 7 years. Even if you lose your device you can rest assured that your recordings will be safe in the cloud. Meetings can also be recorded on one device and accessed on another, and recordings can be integrated with existing applications, such as CRM systems, for added productivity, through Dubber’s open API.

Dubber are committed to providing the highest levels of security for our native cloud platform, as well as offering unlimited scalability, and rapid deployment to meet and exceed the expectations of our clients with no CapEx. Read on to find out the ways in which we maintain our high standards of security.

Cloud security

We chose to build our products and services in the cloud, specifically to leverage the levels of security that are only made possible through the cloud. Security is maintained at every stage of the call capture and data processing journey, with AES-256 encryption protecting recordings and multiple data storage sites mitigating any disaster recovery concerns.

Safe and secure sharing

The security of our platform is just one aspect that we considered when creating our solution. We also wanted to ensure that data was protected while still maintaining accessibility for businesses and individuals. Unlocking the valuable data stored in phone calls is one of the main reasons that customers choose Dubber solutions, but it is important to make sure that the owners of this data are protected. We created teams and permissions settings that restrict access to recordings, and a unique sharing function that does not share files with third parties but instead emails a non-downloadable link that expires for added security.

Local storage myths busted

Unfortunately, security is often a concern that prevents businesses from moving to the cloud. In reality, moving storage off-premise means organisations immediately mitigate the risk of having vulnerable data on-site. With data centres all over the world, we can offer a variety of options for organisations who require specific storage locations for their data. These storage centres also offer data sovereignty, so data is only stored in one geographic location. Within each location, data is written to multiple data centres for geographic redundancy: preventing data loss in the event that a data centre is compromised. These data centres guarantee availability of every single recorded call at any time, allowing quick and easy access to data for every customer.

Dubber’s cloud storage employs the latest in encryption technology to offer the highest protection, which is managed by a team of experts at a level that legacy solutions cannot compete with. Any data stored within Dubber is only stored by us, and not owned by us. Data rights are retained by the owners of the data, Dubber merely offer solutions that capture, process, and store data.

We are ISO certified

Dubber is ISO 27001 compliant. ISO 27001 is the globally recognised and respected standard for information security management systems (ISMS). In order to gain certification, an organisation must develop and implement a rigorous security management programme: including an ISMS. Organisations must systematically evaluate information security risks, taking the impact of security threats and vulnerabilities into consideration. Any security risks must be addressed with a comprehensive suite of information security controls. An audit and compliance management process must be implemented to ensure ongoing protection.

This achievement is an assurance that Dubber’s data security processes are effective at every level of our organisation. The Dubber core principle is one of agile and continuous improvement and this extends to our data security commitment.

Download our ISO certificate here.

How we protect data

• Establishing, maintaining, monitoring, reviewing, auditing and continually improving our ISMS
• Establishing, reviewing and communicating our information security objectives and performance measures
• Committing to satisfy business, legal, and regulatory and contractual security obligations
• Committing to continual improvement of our ISMS by seeking feedback from clients, staff, and through internal and external audits
• Ensuring that the ISMS is communicated with every member of the Dubber team

Have any questions about our security? Drop us a line.

Zoe is Dubber’s voice AI technology, which transcribes everyday phone calls: unlocking previously untapped insights to aid in improving business efficiency and customer experience, and reducing churn.

What if you knew when your most important customer had called your business, and wasn’t happy? With Zoe, you can receive notifications for calls from specified numbers that have a negative sentiment score. These notifications give you the insights required to understand what caused the negative sentiment and so you are able to take a proactive approach and call them straight back. This personal attention can win back their trust, and their business.

Zoe transforms voice data from calls recorded by Dubber into text and uses the data to analyse the call content. Calls are rated as positive, neutral, or negative, based on Zoe’s analysis. This rating can then be used to trigger custom alerts to managers or supervisors, such as calls with negative sentiment. These alerts can allow businesses to improve customer loyalty and churn figures.

Custom alerts are just one application of the latest version of our Zoe voice AI technology. Sentiment has the potential to transform customer service. Zoe makes it quick and easy to review important conversations and ensure the success of a customer service team.

Accurately pinpoint key information

In the Dubber portal, a full breakdown of the Sentiment rating can be accessed, alongside a transcription of what was said. Sentiment scores are assigned to individual sections of a call, based on the words spoken, and the pattern of speech. These scores are used to create an overall rating for a call. This allows supervisors to identify exactly what went wrong with a negative call, or in what way an agent provided excellent customer service to make a customer happy.

AI for every phone

Zoe is the perfect tool for companies of all sizes, providing a way for time-poor business owners and managers to stay on top of their business communications without having to replay all of their recorded calls. More and more organisations are recording their conversations, as call recording is increasingly available on affordable OpEx subscriptions. Zoe lets companies utilise the data from these calls to their full potential, instantly.

Good customer service can be key to differentiating a brand from the competition. The value of being able to retain important customers makes Zoe a vital investment for any business.