The race to offer call recording as a service in telco mobile networks

With revenue streams and retention under pressure like never before, and customers demanding solutions for compliance, productivity and intelligence – the race is on to offer call recording and AI as a service in the mobile network.

Hybrid working has increased usage of mobile and rapid adoption of unified communications, such as Microsoft Teams, Zoom and Cisco Webex, for crucial customer interactions. This has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Behind the use cases that mandate call recording is the broader need to enhance productivity and harness the power of AI and data from a once untappable data source, conversations.

Applications such as Dubber’s automated note-taking – fuelled by native and cloud call recording – now make it possible to enhance the productivity of every worker through automated note-taking, AI-enriched insights, and connectivity to critical enterprise apps. Now an action spoken of in a meeting can be instantly captured, translated, and added to Asana as a task.

Mobile service providers are set to benefit from the drive to record. With Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, mobile call recording provides a significant market opportunity for service providers who already provide the network infrastructure for these conversations.

“Service providers instantly get access to a high-value recurring revenue stream that can well exceed $100m per annum. They achieve differentiation not just from the service but also from the new services they can deliver based on AI-enriched data sets. And, retention increased as the value of the service moves beyond just connections to how the service provider delivers value from the content on those connections. 5G in of itself, as an example won’t be enough to accelerate service provider growth. It’s the new ways in which 5G can be used – such as unified call recording – that will make the difference in 2022” – James Slaney, chief operating officer, Dubber.

The days of legacy call recording are over and don’t scale to record mobile and UC conversations. Hardware, services, siloed data and ever-increasing storage costs are being replaced with call recording and AI solutions delivered as a service, by Service Providers.

Dubber has recently partnered with Optus to deliver mobile voice recording and AI, an Australia-first, as a native feature of the Optus mobile network. As a result, Optus Enterprise customers have access to a cost-effective and complete recording and conversational insights solution across virtually any form of communication – including transcriptions, sentiment analysis, real-time search and more.

“Through our strategic partnership with Dubber we can now boost our customers productivity, visibility, and effectiveness. Optus’ Australian first native integration of Dubber into our mobile network allows participating enterprise customers the ability to unlock the power of conversational AI to push the frontier of how they care for customers, train and coach employees, resolve disputes and meet crucial compliance mandates.” 

Zorawar Singh, Head of Core Product, Optus Enterprise

It’s time to do more with every conversation on mobile networks.