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Organisations who download their recorded calls to local storage are putting valuable data at risk of damage, theft, or tampering. Dubber are committed to providing a secure and reliable call recording platform to meet and exceed the expectations of our customers: at an affordable monthly cost, with zero CapEx.

Why shouldn’t you download your calls?

There are four main risks associated with downloading recorded calls to local storage:

• Security: Recorded calls downloaded to local storage are much more vulnerable to theft, damage, or tampering. Having only one on-premise server means fire or power shortages could destroy all recordings.
• Access: Storing data locally can be detrimental to team members who need to access recordings, as it is often more difficult to manage and access recordings outside of a dedicated recording platform.
• Cost: Using and maintaining on-premise storage solutions is expensive: both to set up and maintain on a day-to-day basis. Organisations need to either employ trained staff members, or to engage expensive third parties to manage the solutions. As incidents can occur at any time, this could result in call-out charges.
• No audit trail: With local storage there is no audit trail. Users can listen, share, or delete recordings with no record of their actions.

Protect against risk with secure cloud storage

Utilising Dubber’s cloud solution, organisations immediately mitigate the risk of having vulnerable data on-site. The Dubber solution also 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.

Instant access to every call

Cloud storage with Dubber guarantees the availability of every single recorded call at any time, allowing quick and easy access to data for every customer. Storing calls with Dubber also allows users to retrieve calls instantly with advanced elastic search functionality that trawls every call, no matter when it was recorded. Cloud storage also facilitates ease of use for remote workers or those based in different offices. With all recorded calls available to access from any location, staff working across different locations can continue to playback recordings and use voice data without being in the office.

Consistent costs with no surprises

The costly management and staff resources associated with local storage can all be avoided with long-term storage with Dubber. All of the setup, management, and ongoing maintenance is covered by Dubber, meaning that costs stay the same, no matter what. The monthly subscription fee is the only expense, and there are no worries about unexpected costs in the future. Dubber’s SaaS model keeps costs down to a low monthly payment, rather than requiring CapEx that can be difficult when obtaining budget allowances.

Detailed audit trails

Access to calls is restricted by permissions structures to prevent unauthorised access or sharing of calls or data, and all activity is tracked and timestamped in order to create comprehensive audit trails. A full audit is collected for any transaction within the Dubber platform. All activity, such as users listening to, sharing, and deleting recordings, is monitored and logged within the platform. This logging provides both real-time monitoring of the platform and its status.

Offer your customers cost-effective storage from Dubber

Join Dubber and offer your customers long-term, secure cloud storage for their recorded calls. With no restrictions of storage space, no requirements of on-premise equipment, and instant access to all recorded calls, Dubber’s solution is second to none. What this offers is the opportunity to safely store huge amounts of valuable data, worth much more than marginal savings on a call recording package that might allow only 90 days of storage.

Get in touch to find out more about the benefits of long-term storage with Dubber.

It’s all in the palm of your hand

Out of the office and wish you could find your notes from an important phone call or meeting? With the latest version of the Dubber mobile app, you can play back your calls and meetings: anytime, anywhere, from any phone.

Keep all your recordings in the palm of your hand with the Dubber mobile app, available on iOS and Android. Play, share, organise, and analyse your calls with our powerful Zoe voice AI, from anywhere in the world. The app now comes with the new Meeting Recorder tool, which allows users to record meetings and store them securely in the cloud.

The full Dubber experience in an app

Working life doesn’t stop when you leave the office. With the Dubber app, you are no longer tied to your computer. From your phone, you can experience the full suite of Dubber tools wherever you are. View and listen to all of your recorded calls and meetings, just as you would in the web browser version of Dubber.

Our easy search means you can find calls using a range of criteria from date and time to call recipient. Within the playback page you can skip forward to replay an important detail or, if you have Zoe enabled, search the transcription and click on a word to play a conversation from that exact moment.

Tag your recordings from the app to organise them for easy retrieval and management. For a quick highlight of calls that require your action, mark your important calls with our star icon and separate them from the rest of your archive.

Zoe: powerful voice AI in your pocket

The Dubber app enables you to access the power of Zoe voice AI in the palm of your hand: transcribing your calls and meetings, measuring sentiment, and extracting keywords, timestamps and other metadata. Zoe can automate workflows through API integrations with third-party applications such as your CRM. With Zoe Notifications, you can create custom keyword and sentiment alerts to protect your business through proactive customer service.

Meeting Recorder: The death of minute taking?

Meeting Recorder is an exclusive recording tool with voice AI for smart transcription, available as part of the Dubber mobile app. Meeting Recorder securely stores all of your meetings in the cloud so they can be accessed from multiple devices and locations, and you’ll never run out of storage. Hit record during important meetings and talks and let the power of Dubber’s voice AI do the rest.

Meeting Recorder is the only recording app available with Zoe voice AI, eradicating the need for taking minutes with automated voice-to-text transcription. The transcript of the meeting can then be circulated as a follow-up. Zoe also allows you to search for meetings by keywords spoken, as well as within the transcript of a meeting: allowing you to pinpoint the exact part of a meeting you want to review. Sentiment is even analysed: showing an overall rating for the meeting, as well as a detailed breakdown.

Meeting Recorder is an ideal tool for sales and project managers who want to capture their team meetings in order to follow up on action points or as a coaching resource.

How much personal data did you share today? Within a digital society, where web browsers sometimes know more about us than our friends, security is more important than ever. For businesses who process personal data from their consumers, ensuring they protect this information is vital.

The consequences of poor security

Security breaches are big news: the headlines that result from data hacks can be disastrous for an organisation’s reputation. Consumer relationships with brands are built on trust and customers need to feel that their data is safe, otherwise they are likely to look for alternatives.

In order to help protect consumer data, the EU have enacted the General Data Protection Regulation (GDPR) to set a standard for businesses to adhere to when dealing with the management and storage of customer data. Failure to comply with the data protection requirements of this regulation can result in fines of up to €20m or 4% of annual turnover for the prior year, whichever is higher. Read our post on how the GDPR will affect call recording for more information.

In order to comply with the GDPR, and to ensure that their customers feel that their data is secure, businesses need to examine their data storage. In the past many organisations saw on-site storage as the best option, but the rise of the cloud has shown the benefits of digital transformation and the advantages of cloud storage over on-premise solutions.

What are the risks of storing calls on-premise?

Recorded calls downloaded to local storage are much more vulnerable to theft, damage, or tampering. Having only one on-premise server means fire or power shortages could destroy all recordings. With local storage there is no audit trail. Users can listen, share, or delete recordings with no record of their actions.

With a cloud storage solution from Dubber, not only are calls more secure but there are many other advantages over on-site solutions. The cloud allows users to have convenient access to information held within phone calls — anytime, anywhere. This access is managed through strict security permissions that are allocated by designated admin users, and a full audit trail can be traced. Colleagues can collaborate from across locations, and workers are no longer tied to their desks.

Dubber’s security

Recorded calls are not only a valuable source of insight, for some businesses they make the difference between compliance and non compliance. That’s why at Dubber we have put security at the forefront of every stage of the recording process.

Simple and secure access: we ensure that users can easily and securely log in to view calls, but only with strong passwords. With strict teams and permissions settings, calls cannot be accessed by unauthorised personnel.

Single sign-on: the Dubber portal can now be accessed with single sign-on, allowing users to authenticate themselves using third-party credentials.

Sophisticated security and encryption: recorded calls are encrypted using AES-256 at every stage of the recording process.

Industry-leading security standards: Dubber is ISO 27001 compliant. Download our ISO certificate here.

ISO 27001 is an international standard for information security, which provides a framework for the information security management system (ISMS) within an organisation. Like Dubber, ISO 27001 is all about constant improvement, and encourages a system that works to constantly optimise itself.

In order to gain certification, we developed and implemented a rigorous security management programme, including an ISMS. This management system went through a rigorous auditing process that thoroughly examined our approach to information security and the controls we have put in place. We were able to achieve this by establishing an ISMS leadership team, comprising of senior management, and an InfoSec lead to champion and to manage this within Dubber. We engaged InfoSec consultant QMIS in the early stages of the initiative and we leveraged the ISMS.online tool to enable us to centrally manage our ISMS, and to make ongoing governance easier for us in the long term. In order to receive our certificate, we worked with these cloud security specialists and were put through a rigorous auditing process that thoroughly examined the information security management and controls we have put in place.

“Our ISO 27001 certification is an important indication of our dedication to protecting the information handled by Dubber. Our approach to compliance and security has always been proactive and rooted in continuous improvement, and this certification shows our dedication and long-term commitment to data protection.”

— James Slaney, Dubber Head of Product

The key principles

The three tenets of an ISO 27001 compliant ISMS are:

• Confidentiality: ensuring access to information is restricted to certain authorised individuals
• Integrity: ensuring that information processing methods are consistently accurate and thorough
• Availability: making access to information and assets available to authorised individuals

How we protect data

Here are some of the ways we at Dubber are continually working to protect the data we process both on our platform and throughout our organisation:

• 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

To learn more about Dubber security, you can download our white paper, or get in touch with one of our team.

We are pleased to announce that we have successfully secured AUD$22 million from investors, with an investor demand that exceeded our aims. These funds will support our continued pursuit of global growth opportunities and allow us to scale to meet increased demand and secure long-term recurring revenue.

How this raise will be used

Dubber have existing agreements with 92 telecommunications service providers and we are continuing to see strong demand for our products. Service providers are seeking to provide services to their customers that are rich in features and they are standardising these across multiple networks. These existing relationships will be instrumental in driving customer uptake of our services and bring with them long-term value through recurring revenue. Our new investment will go towards our continued expansion into new deployments with service providers across the globe, particularly in North America and Europe.

Our Dubber Connect model is a fully-managed service that allows rapid deployment of our products. Its popularity with service providers means that we will be investing in additional business development and sales staff to ensure we can develop this model further and refine our offering.

As the embedded recording service for the Cisco BroadCloud platform, Dubber has substantial global opportunities. Funding will support growth avenues through the global presence of Cisco BroadCloud. Our recent agreement with IBM to market a joint technology solution will also receive support to fully take advantage of IBM’s substantial client base.

A ‘significant milestone’

Steve McGovern, Dubber CEO, commented on the raise: “This is a significant milestone for Dubber, following strong growth across our key metrics. Dubber has a unique advantage through its operating leverage, that to date has allowed us to service the largest carriers in the world, in a number of different continents, with less than 60 employees. We are truly excited to now invest in the next stage of growth to ensure that we become the de-facto industry solution in our market.”

Download our ASX announcementfor full details of the raise and how we plan to use the funds.

Dubber Provides Cloud Call Recording for Optus Loop

Playback is a call capture service for individuals that allows users to save calls that have already taken place. Users have three days after a call to save it for unlimited replay for one year. Features such as tagging and searching calls are available via mobile and web apps.

How does Playback work?

Playback is an innovative call capture service designed specifically for individuals. This unique product allows users to save calls that have already taken place. After each call is received or made, the user has three days to save it for unlimited replay for one year. Playback has all of the features of Dubber: allowing users to tag their saved calls, search and filter their results, and securely share their calls. Playback is available via the Dubber mobile app, which sends push notifications to remind users to save calls. Playback can also be accessed via web and deskphone apps. Users are charged per saved call. Playback works across fixed line and mobile calls, allowing users to access all of their communications.

A unique product for individuals

Playback calls remain private to the user who made or received them, unless they are shared by the user. Playback has one private login and the user has full control over which calls are saved and which aren’t. Whitelist and blacklist functions can even automate the saving or deleting of all captured calls from or to certain numbers.

Playback is the answer to forgetfulness. If you’ve ever put the phone down and immediately forgotten an important detail from the conversation, Playback is for you! Perfect for moments when a pen and paper aren’t handy, Playback can help everyone in their day-to-day lives as well as in the world of work. Playback is great for busy people on the go, people who hate taking notes and meeting minutes and those of us who are just a bit forgetful sometimes.

Just like other Dubber services, Playback can be managed via a mobile app: anytime, anywhere. Playback can also be used alongside voice AI Zoe for added benefits including transcription, keyword search, and sentiment analysis.

Designed for busy workers

Playback is designed for mobile workers who take calls on the go. Many sole traders do not have the luxury of taking calls at their desk and often conduct business while travelling between jobs. Playback gives them peace of mind that all those important details about their next job are safely stored for them to replay at their leisure. Here are some examples:

Sole traders: plumbers

Plumbers spend the majority of their time working remotely, or travelling from one client to another. Any calls they receive about new work are likely to be taken while they are working or driving, neither of which is convenient for noting down details such as the address. With Playback, a plumber is able to take a hands-free call while driving, safe in the knowledge that they can confirm an address later. At a time when they have returned to their desk and can note down important details, they can browse their call history and choose the calls they want to replay in order to confirm the details of the job.

Journalists

Busy journalists spend much of their time calling sources and conducting interviews over the phone. Rather than trying to make notes during a call, where they might get distracted from the conversation, or miss important details, journalists can replay a conversation to write up an interview. In an industry where accuracy is crucial, knowing a phone call can be replayed at any time gives peace of mind to journalists who can be reassured that any quotes can be easily confirmed.

C-level executives

Playback can make the life of everyone who conducts their business while on the go a whole lot easier. C-level executives who jump from one phone call to another, often taken while travelling between meetings, can benefit from the gift of hindsight that Playback brings. The ability to replay calls — anytime, anywhere — can save time writing follow-up emails to confirm details. Important business can be undertaken over the phone, with the knowledge that the voice equivalent of a paper trail is securely stored in the cloud.

Voice calls are the main point of contact for Australian Military Bank members. The Bank uses Dubber call recording as an essential part of improving the member experience and compliance.

Here’s the backstory

Australian Military Bank is a member-owned mutual bank. Open to everyone, however, it provides specialist banking and finance services to Defence personnel and their families.

There are 14 branch locations across Australia and 11 internal Departments connected to Dubber CallN.

Head of Marketing Penelope Killick says the bank’s membership differs from other financial institutions. Many members serve in the Defence Force, they get deployed across Australia and may find themselves posted overseas.

She says: “We’ve got members who are always on the move. That’s why contacting via phone is so important. Our members may be deployed in places where they don’t have access to a branch. For these reasons, voice calls are the main point of contact for many members. It’s vital that we get it right.”

While the Bank has a central call centre in Sydney, many calls are either directed to branches or routed to them. The system can transfer after-hours calls in Eastern Australia to a branch in Perth. The contact centre team are able to handle many enquiries that might otherwise be a branch’s job.

Customer Experience is everything

Rizwan Dean, the Bank’s IT manager, says the Bank uses Dubber CallN for quality assurance, call recording and analytics. It allows staff to go back into calls, review a conversation, understand what members are talking about and identify their pain points.

He says: “We get a lot of information by listening to calls. Our conversations with our members tells us a lot about what they really want from us as their bank. We find Dubber is a very useful application.”

Killick says improving the member experience is a key priority for the Bank. “We can provide them with services to meet their requirements. We can help members particularly at the moment when Covid can mean circumstances may change”.

“Being able to log-in, and look at what is happening with member enquiries is important. We like having the ability to coach our staff in how to better respond to what are often unique requirements. And we find the tool useful when it comes to handling complaints, which is part of improving the member experience.”

Proactive Fraud Detection and Compliance

Dean says the Bank also uses voice recordings to detect and deal with fraud. Calls are easily checked if the fraud team suspects there is an issue or if a customer asks a staff member to do something fraudulent.

Another important related use is bank compliance. Australian regulators require the Bank to keep customer recordings for seven years. The recordings provide immutable evidence of every customer conversation.

As part of that process, auditors have the opportunity to review sample recordings and their own quality assurance checks. They provide reports to the Board and to regulators, to demonstrate they are meeting compliance requirements.

Cost Savings, Reliability and Productivity in the Cloud

Australia Military Bank’s dispersed network uses unified communications and that’s a natural partner for Dubber’s unified voice recording.

Dean says it means the Bank can use a single solution for all its recordings.

He says; “When I joined the Australian Military Bank one of the biggest pain points was that the Bank had to put physical computers and hardware at each site. These connect to our network and sit listening to voice traffic.

“The recordings were then uploaded back into the CallN portal. That was a problem because our branches are located at Defence sites. When there was maintenance, security work or patches on the Defence network, our branches would lose their connectivity. That meant we would have gaps in our quality assurance and compliance.

“Going to Dubber CallN cloud made our lives so much easier. That’s because it no longer matters where someone is dialling in from, even from mobiles, the recording happens at the Telstra gateway, not the branch.

“It means the gap is now closed. We don’t miss anything. It also means the overall

hardware footprint and the capex is significantly reduced.”

The cost and productivity savings to the Bank are considerable. Previously every time a computer broke down, they’d have to replace it and send it out to the site and all machines required constant patching and upgrades to stay compliant.

As a result of the move to the cloud solution, they’ve eliminated the huge number of hours spent every month building and patching computers and guiding staff how to set them up on site.

Dubber Half-Year Commentary

Investor Presentation Feb 2019