We are so pleased to announce that Cox Business has launched on Dubber. Cox Communications is the largest privately held telecommunications company in North America and Dubber’s call recording and voice AI services are now available across the Cox Business network for all UC, SIP Trunking, and VoIP customers.

Dubber and Cox have integrated their platforms to provide an automated sign up service for Cox Business customers that will instantly provision Dubber call recording on the Cox network. The service is available now for Cox Business customers, after a successful beta testing deployment stage.

Steve McGovern, CEO Dubber:

“Cox is regarded as a leading provider of business communications globally, and is one of the most trusted brands in the telecommunications industry. The Cox integration into dubberconnect.com, with Call Recording, Playback and Contact Centre services, in addition to the Zoe AI suite, provides a seamless experience for customers and a world class service offering which we believe will have widespread applicability across the Cox Business network. We are particularly pleased with the very strong uptake of our premium Call Recording plans, “Contact Centre Agent” and “Plus.”

Dubber Delivers Quarter of Record Growth

When you think about call recording, you’re probably thinking of server rooms full of equipment, call centers, RVAs announcing that this call may be monitored for training and coaching purposes…but all that is changing. Call recording no longer requires huge CapEx investment, nor the floor space to house servers. It can enable a business to do far more than just listen to a few random calls a month to rate a consultant’s performance.

Call recording with artificial intelligence opens up a world of new possibilities like reducing churn and increasing net promoter score. If you’re a marketing manager or customer experience manager, this blog is for you!

If churn or retention is part of your targets, you probably think you have enough data on your customers and know exactly why they’re leaving. You probably have access to some reports that tell you why a customer is calling, based on their IVR selection, right? But what about all the other information transacted when a customer is talking to one of your call center agents?

Chances are, unless a customer escalates an issue, or you listen to a few calls a month, you have no idea what happens on a call. Dubber’s Zoe can change all that.

Imagine receiving a report that gives you customer sentiment on every call that takes place. Or being able to identify phrases or keywords spoken during a call that may highlight customer pain points you had no idea existed. Zoe can do this and so much more!

Campaign Reporting

As a marketer, either you or one of your team will be likely be providing regular campaign reporting. And if this is the case, you’re probably relying on the call center to have accurately recorded how the customer heard about you, or if they are calling in relation to a particular campaign. Zoe’s advanced search functionality means you can pull every call where a campaign name or offer was discussed. No more wondering if your response rate is correct, you’ll know exactly how successful your campaign was without worrying if the call centre entered the right campaign details into your CRM or not.

End the guessing game

How many times have you had to estimate the impact of a price rise? With Zoe, you’ll know exactly how many people called and if they churned or changed product, so next time round it won’t be such a guessing game. Simply enter the date range and key words such as ‘price’ and search for negative sentiment to find every call. From here you can either listen to each call or review the transcript and sentiment.

Get the edge on your competitors

Understanding sentiment can give you the edge on the competition. Let’s say a customer has had a negative experience with a call center agent, we’ve all heard these one hundred times over at a BBQ. Chances are, no one knows this call took place aside from the agent and the 10 people the disgruntled customer told. Zoe can alert relevant persons in your organization to the call, allowing them to contact the customer and potentially turn a negative experience into a good one: stopping that customer from churning or leaving a negative review and telling anyone who’ll listen how bad their experience was.

Have you ever put the phone down and forgotten what the last point was? What was the last item you are meant to pick up on the way home? When is that report due? Playback by Dubber is the answer.

These days, many of us are working on the go. If you’re driving or running from one place to the next, grabbing a pen and paper isn’t really an option, so you’re left with having to call the person back, or try and remember the details of the call.

Have the conversation over and over – in a good way!

Playback allows you to save your calls, with the option to keep the call for up to 3 days after it took place. Once you’ve chosen to keep the call, you can listen to it as many times as you like via the Dubber app on your phone. Once you’ve decided to keep the call, a secure audio file is generated, which only you can access.

Claim it as your own

Playback is available to service providers to white label as their own for their customers. The Dubber App can also be customized with your own branding.

Connect via Dubber Connect

If you’re with Cox Business or AT&T, ask your account admin to enable Playback for you and start Playing-back straight away. Your boss and spouse will think your memory has improved immeasurably!

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.

Contact us for more information on Playback today!

Constitution of Dubber Corporation Limited

Dubber and IBM to provide Cognitive Call Solution

Notice of Annual General Meeting

Company Presentation

Contact centres would be nothing without their agents. As the first point of contact for customers, contact centre agents are the face, or voice, of the company. Organisations with contact centres need to ensure they nurture their agents and provide them with the tools they need to give the best customer care.

With contact centres such an important part of a business, it is important that organisations do what they can to improve employee morale. They must also make sure agents are not held back by technological limitations. When developing our call recording services we had contact centres in mind. We made sure that our Always On call recording and Zoe voice AI could help solve some common issues.

Improve the performance of contact centre agents with morale-boosting AI

In a contact centre, workers cannot just pick up their tasks when they return to work after an absence. Customers will continue to contact the organisation no matter how understaffed the contact centre may be, and it’s up to the remaining agents to manage the workload. At peak hours, this can be stressful for agents who are forced to handle more calls than usual.

When building our call recording solution, we wanted to find ways for organisations to learn more about their customer interactions and the way their business works. We know that an agent’s morale can decrease when understaffing creates a bigger workload for them. This is why we wanted to create technology that can help organisations to reward contact centre agents who outperform at their job. The sentiment analysis of Zoe, our voice AI service, uses speech characteristics to identify the mood of a caller throughout a conversation. Zoe then assigns the call with a positive or negative score. Agents who consistently achieve positive scores can be rewarded for their hard work, and feel like their success can finally be measured and recognised.

Increase the efficiency of your contact centre agents with automated workflows

Contact centre agents often have to use a variety of different software during their working day. This may include CRM databases and workforce management tools. With these different applications, agents may have to familiarise themselves with numerous different interfaces; jumping from one window to another to perform different tasks.

At Dubber, we didn’t want to add yet another interface to deal with. That’s why we made sure that, via our open API, an organisation can integrate our service with other applications. Our API allows developers to integrate Dubber’s functionality into existing systems. This allows the call data and recordings we collect to be used in other applications. It also allows other applications to use our technology, such as our AI or search functionality, to automate processes. For example, a manager could receive a Slack notification after a certain word is spoken during a call.

With the contact centre representing an organisation at key moments on a customer’s journey — enquiring, placing orders, making complaints — it is important to look after your contact centre agents and get the most out of your data. Contact a member of the Dubber team to see how you can provide the best solution for your contact centre.

Technology has the power to make a small business big. Unfortunately, 30% of small business owners find it hard to adapt to new technology, according to a survey undertaken by AT&T.

Common obstacles for small business

Early adoption of technology can be make or break for a small business, but they need help and support in order to take steps towards digital transformation. Many small business owners feel that they are not in a financial position to adopt new technology. With the introduction of SaaS products, smaller businesses now have access to advanced technology for an affordable monthly subscription.

Of course, money is not the only resource that is scarce within the world of small business. Time is another valuable asset that companies of this size are often lacking. New technology must save time for an organisation and not require lengthy installation processes that disrupt current workflow.

Call recording and voice AI as a service

Dubber have democratised call recording and voice AI. We have made this technology available to businesses who previously were discouraged from adopting such services, due to the prohibitive cost of legacy solutions. We’ve also transformed the onboarding process: cutting the time and costs required to deploy our cloud call recording. We even created Dubber Connect to make provisioning customers even easier and reduce the disruption that can be caused by implementing new solutions.

With our limitless storage, there are no hidden costs. Customers can choose the storage plan most suited to their needs. If it turns out they want to increase their minutes allowance or storage length they can change to a different subscription at any time. This flexibility gives small businesses the reassurance that they aren’t committed to a solution that may in the future become too expensive.

Showing the value in voice to small business

Small businesses need to be shown that call recording is no longer solely for compliance. It’s not just for huge enterprises with vast contact centres. SMBs can benefit from capturing their communications too. To illustrate the ways in which businesses of all sizes can benefit from call recording, use cases are a great way to convince customers. Taking the time to enlighten your user base can result in an expanded market and increased revenue.

Digital transformation is something that many organisations are undertaking. With many aspects of business moving to the cloud, small companies shouldn’t be left behind.