Blog Post

Tom Arbuthnot is co-founder of Empowering.Cloud, a Microsoft Teams Industry Professionals Community., who also offer enablement programs for enterprises and Microsoft partners.

Tom hosted Dubber’s recent webinar about the opportunities to add services and revenue around Microsoft Teams Operator Connect. The panel included Timoor Husain of Microsoft, Mark Bunnell of Nuwave and Adrian di Pietrantonio of Dubber.

This blog summarises some of the key takeaways. To check out the entire webinar please click here.

Microsoft is scaling and simplifying PSTN connectivity for the customer and the service provider

Microsoft Teams Operator Connect has been in the market for over a year, and progress and adoption have been good. There are 43 Operator Connect service providers, and many more are coming. In this model, the operator is directly connected to Microsoft, which makes it very simple for the operator and customer to provision phone numbers.

Microsoft has been bringing telephony to their Unified Communications proposition for over 14 years. Traditionally, this involved customers deploying and managing their own session border controller infrastructure and connecting to the service provider with SIP trunks. This traditional model was quite complex, requiring a lot of infrastructure and professional services.

Operator Connect offers a much simpler model, which goes some way to explaining the quick uptake and adoption by Service. It sits alongside Microsoft’s Calling plans and Direct Routing as one of four options for PSTN connectivity for Teams users.

Teams Phone Mobile is the latest connectivity option to hit the market from Microsoft, running on the back of the operator connect platform. It will offer the new ability to be a single mobile/cell number for your mobile and Teams. One of the benefits is that a single Teams-certified recording platform like Dubber can record and capture both the Teams and the mobile calls.

Combined, these four options give customers the  choice to pick the combination that is right for them and personalise their experience of MS Teams. This level of choice also increases competition in the service provider market.

Customers want to reduce infrastructure and reduce costs

Customers are rapidly moving to Cloud Telephony platforms like Teams Phone. They are moving away from complex on-premises infrastructure, such as local SBCs, in favour of scalable cloud services.

I observed that with the acceleration of Microsoft Teams Phone, customers are often taking the opportunity to reassess their PSTN service provider choice and are looking to optimise spending and ROI on tech investment.

There is an increasing demand for self-service solutions. Mark Bunnell, COO Nuwave, noted 70% of Nuwave’s customers are moving to self-service cloud management.

There is no doubt that while Teams Phone is a rapidly growing market, there is competitive and margin pressure on service providers. Microsoft expects more providers to join Operator Connect in the future. With over 53% of organisations already choosing teams over other communication tools.

There are opportunities to add value and revenue with additional services customers need

While there is pressure on the minutes business, and it is getting somewhat commoditised, some great opportunities exist to differentiate and add value. Microsoft Teams is an ecosystem solution, meaning you need many components from different Microsoft partners to complete the customer solution. These include PSTN connectivity, recording, contact centre, eCDN, reporting and devices.

Service providers are in a great position to build out their offering with telco-related services like recording, business insights, compliance and contact centre. Differentiating services in this way empowers customers to unlock the value ‘in’ the network, improve stickiness and boost revenue.

Timoor Husain, Microsoft, noted the opportunity to offer the even fuller Microsoft 365 stack as an operator as a true managed service.

Mark also pointed out that there is still a lot of complexity in enterprise telephony and that does provide opportunities.

Operator Connect Accelerators like Nuwave can increase speed to  market and allow you to add additional services

Nuwave offers service providers a platform you can integrate to quickly get onto Operator Connect and give your customers a full self-service experience. They are one of Microsoft’s certified Operator Connect Accelerator partners.

Beyond Operator Connect, Nuwave has already integrated with Dubber and can add additional revenue-generating services for your customers, such as Contact Center and Dubber recording. All from a single platform.

If service providers prefer, they can also integrate Dubber directly into their service provider network.

With Dubber, you can offer recording and data insights for traditional PSTN calls and all Teams’ VoIP calls and meetings

Dubbers’ platform is specifically for service providers. Adrian di Pietrantonio noted Dubber works with over 175 providers.

Dubber allows operators to offer cloud-based Teams certified recording for customers for compliance and productivity improvements. Beyond compliance, increasingly required by customers in all markets, customers and providers are leveraging recording data and offering new value-added services. With Dubber, recording can be extended beyond just the PSTN calls into the customers’ Teams’ VoIP calls and meetings, which is essential for complete customer coverage.

To dive into the detail around these points, you can check out the full webinar on-demand

We are pleased to announce that we have formally partnered with NTSCOM who is launching Dubber solutions through iPILOT across the United States!

NTSCOM is a Microsoft Operator Connect partner with 20+ years of experience in the carrier industry.  Together with NUWAVE’s iPILOT, NTSCOM automates both Direct Routing and Operator Connect capabilities while solving for carrier-hosted SBCs, on-premises SIP trunks, or bring-your-own SBCs, carriers, and operators. Headquartered in Las Vegas, Nevada, NTSCOM delivers services across the nation as well as internationally in Western Europe and Southeast Asia.

As an integrated global telecommunications solutions provider, NTSCOM provides a range of communications services for business telecommunication channels. Natively integrated into the iPILOT provisioning -portal, partnering with Dubber enables NTSCOM’s offerings to include seamless automation for unified recording and conversational intelligence, expanding the distribution of industry-leading solutions and enhancing customer experience and business intelligence.

Commenting on the announcement, Aaron Barnes, NTSCOM CEO said: “We are thrilled to partner with Dubber as their solutions are a natural fit into our current offerings and are immediately available from our network. We have already commenced deploying Dubber services into major Enterprise accounts such as TD SYNNEX and Konica Minolta.

While compliance recording and analytics are integral to furthering our customer experience, we’re equally excited about the opportunity to address the need for automated workflows and productivity based on Dubber insights. Adoption of the Dubber platform illustrates NTSCOM’s  commitment to delivering the best-in-industry solutions to enhance our customer experiences.”

As NTSCOM serves customers across government, education, and healthcare sectors, complying with industry regulations and mandates is of the utmost importance. Dubber’s compliant conversational intelligence platform plays a crucial role in ensuring compliance mandates are met for both internal and external duty of care standards. Dubber’s software entitles NTSCOM’s customers to use conversational intelligence to reveal insights that are aligned with industry regulations and guidelines.

This strategic partnership mutually benefits both companies as NTSCOM brings forward solutions to improve customer experience, Dubber is deploying solutions and expanding its reach across the United States.

“Our service, integrated with iPILOT will be seamlessly provisioned with NTSCOM offerings and Microsoft Teams, enabling Dubber to be uniquely delivered as a service so that NTSCOM, its customers and partners can switch on and deliver value immediately.

NTSCOM is an important component of our service provider partnership strategy and we aim to become a key attribute to their success.  By coming together we provide the key value differentiation customers are looking for and service providers require to continue meeting the needs of the quickly evolving data-shaped landscape. Everyone at Dubber and NTSCOM is very excited by this new partnership.” – Michael Abenhaim, Dubber SVP of Americas Sales.

May of 2022, Medicare & Medicaid Services mandated specific compliance and recording changes that go into effect on October 1st 2022. During the enrollment period, Medicare & Medicaid Services will require all supplemental insurance sellers to record and retain all marketing and sales conversations for 10 years.

Under the Affordable Healthcare Act, the Centers for Medicare & Medicaid Services (CMS) ruling progresses its strategic vision of expanding access to affordable health care and improving health equity. The ruling will affect and support the 53 million Americans enrolled in Medicare health or drug plans and their healthcare providers.

“This spring, Centers for Medicare and Medicaid Services (CMS) announced Final Rule CMS-4192-F. Part of this ruling requires Third Party Marketing Organizations (TPMO) (TPMO definition includes organizations and individuals, including, independent agents and brokers) to record all sales and marketing interactions in their entirety, including plan enrollment, with beneficiaries that take place over the phone. This applies to all current and new Medicare Advantage and Medicaid beneficiaries. Agents are also required to maintain these recordings for 10 years. Please note that we’ll be requesting the required call recordings when we perform our sales audits.” – Premera Blue Cross

Among these changes, the ruling notes:

CMS is finalizing changes to marketing and communications requirements that will protect Medicare beneficiaries by ensuring they receive accurate and accessible information about Medicare coverage.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

A common theme emerges in our conversations with service providers – how to drive differentiation from the massive investment in new technology such as 5G and Unified Communications while at the same time increasing revenue and EBITA performance.

The answer is in the network – in every conversation. That’s why we’re excited to be at Mobile World Congress, Las Vegas, showcasing how the Conversation Cloud and Dubber platform can deliver data-rich insights gathered across any platform on any device. Adding AI to every end-point unlocks revenue, retention and differentiation.

Gartner predicts that “By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk.”

This supports the demand for call recording and conversational intelligence we are experiencing today. Differentiation is critical to driving revenue and retention. Unlocking the insights hidden within conversational data exposes opportunities for improving CX, EX, productivity, training, expedited dispute resolution, and areas where revenue is lost.

We are unlocking this significant market opportunity with our more than 175 service provider partners.

See us at booth W2.910, where the Dubber team will demonstrate how the Dubber platform is modernizing over 175 service providers’ approaches to recording by unifying content and data from all end-points and enriching every conversation with AI-powered Conversational intelligence. Don’t miss out!

Come by and receive a demo! We’ll have all the usual conference fanfare – great prizes, a sentiment analysis game, and a great magic act that you will have to see to believe!

So if you are attending #MWC22, visit the Dubber team for a chat and a demo on how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments. You don’t want to miss this!

5 reasons why every Admin needs to turn on Dubber on Webex Calling

Dubber private and compliant cloud call recording is a native feature of Webex Calling, easily provisioned by any Webex Customer Administrator. More than half a million businesses and users (globally) have been using Dubber to record their crucial business conversations.

Are you the Control Hub Customer Admin?

Call recording insights are now considered imperative in achieving better business outcomes. Organisational leaders are looking for an edge, whether that’s better use of voice data or an increased ability to glean insights and intelligence from every business conversation.

Webex Calling customer administrators now play an essential role in enabling their business and users to unlock the value in every business interaction and power conversational intelligence at scale. With a predicted 75% of conversations being recorded by 2025 (Gartner), the trend is set to stick.

So how does Dubber on Webex Calling stand up against competitors and enable businesses of all sizes to achieve business outcomes? Here are five reasons.

5 reasons you need to switch on Dubber on Webex Calling for your business:

1. It’s FREE. Zero additional set-up cost. Zero additional hardware.
All Webex Calling users have access to Dubber’s enhanced cloud call recording capabilities at zero cost covered in their Webex Calling subscription. You can eliminate the cost of legacy call recording solutions today and simplify the pathway to unlocking the benefits of conversational insights and AI.

2. Natively embedded, instantly provisioned and intuitive onboarding
Dubber is the first multi-tenant call recording solution born in the cloud that’s natively embedded into Webex Calling. Dubber is securely interconnected to the Webex Cloud, making it simple, automated, and instant to switch on through Webex Control Hub. Admins have complete control and easy user management. Admins can effortlessly provision 1 or 1-thousand users or leverage dedicated customer success experts for support, including an intuitive concierge-level onboarding experience for admins.

3. Enhanced cloud call recording for business needs
All Control Hub admins need to do, is switch on call recording in Control Hub for their users. By doing that, they enable enhanced compliant cloud call recording capabilities for all Webex Calling users. All recordings are centralised in the Dubber portal with unlimited call recording, replay and download with 30-day storage. Dubber on Webex Calling users will have the ability to record, pause/resume and record on-demand on mobile or the Webex app (Desktop/mobile).

4. Centralise your voice data compliantly – Built for Hybrid (Webex Calling & Webex Dedicated Instance)
As an Admin, if you’re managing the transition from UCM on-premise to Webex Calling, you can use Dubber to meet all your call recording requirements. With Dubber, cloud call recording is compliant, secure and unifies your voice data in one platform. This approach enables a streamlined hybrid experience and management for you as the Administrator.

5. Dubber is a Cisco Solution Plus Partner
As a Cisco Solution Plus partner, Dubber has long been a trusted vendor across the Cisco ecosystem. For this reason, Cisco is Dubber’s first partner in the Dubber Foundation Partner program. The partnership unlocks for all Webex Calling & Webex Dedicated Instance customers a tailored, securely embedded and compliant cloud call recording, bringing a best of breed capability as a stand feature. For Webex Calling customers and customer Admins, the experience has been designed with ease of adoption and simplicity in mind. This makes Dubber the most complete recording solution available on all major Cisco and Webex platforms.

Interested in learning more?

Dubber on Webex Calling is making cloud call recording easier and more accessible for businesses to unlock the value of their rich conversational data. To learn more, get in touch with us here.

To compliment Dubber on Cisco, Dubber also has a range of solution packages purpose-built to solve Compliance, Customer, People and Revenue intelligence outcomes powered by Dubber’s voice-ai platform. Reach out here for a tailored demo.

Lights, camera, action!

We’re proud to announce our debut ‘Blockbuster’ sponsorship of Gamma’s 2022 Roadshow, ‘Gamma at the Movies’. This year’s theme is, ‘Mission Possible: Making new markets’.

Dubber is changing the economics of legacy on-premise call recording, opening up new opportunities for revenue growth, customer retention and product innovation with the Unified Call Recording and Voice Intelligence platform.

We’re excited to showcase the Dubber solution to Gamma channel partners up and down the country in June and showcase how they can start to 2X the value of every deal with compliant cloud-based conversational recording and voice AI.

• Tues 14th June – Vue, Glasgow Fort, Glasgow
• Wed 15th June – Vue, Salford Quays, Manchester
• Tues 21st June – Cineworld, NEC, Birmingham
• Wed 22nd June – Vue, Cribbs Causeway, Bristol
• Tues 28th June – IMAX, Waterloo, London

Innovate your UC offering and increase your ARPU today with Dubber – see you at the show!

Iain McCowan, Director of AI at Dubber on Natural Language Processing, speech recognition and how to overcome the issue of bias in this technology

Natural Language Processing (NLP) is a specific type of AI technology that allows computers to comprehend text and speech, similarly to how a human would.

The practical implications and benefits of this technology are significant to business success. Now, computers are able to process, analyse and understand a wealth of information, not just from written text sources like libraries or the internet, but also from spoken conversations such as business meetings. With this, for example, organisations can have meetings automatically transcribed, saving a huge amount of time and money.

Some examples of how the application of NLP – specifically in – can help a business succeed are through:Looking specifically at speech-to-text and analysis, there is a number of applications where this type of technology can support businesses.

NLP can analyse the sentiment in customer conversations in real-time, alerting managers to potential conflicts requiring assistance, or suggesting to the operator a different script to follow. It can also gather the most important or impactful topics and themes raised in a meeting and turn them into meeting minutes, including action items.

With the ability to gauge employee engagement in particular projects, the technology can either support staff who are less engaged or offer enablement to those most engaged.

Finally, by determining customer interest levels in different brands, products or services during conversations, businesses can gain market insight through the analysis of speech. Despite these significant benefits, one key issue with this technology is bias. To learn more, we spoke to Iain McCowan, Director of AI at Dubber who shared his insight.

Why are there issues of bias in NLP and speech recognition? How does it occur?

Modern NLP models are trained on large datasets, so ultimately most bias comes from any bias inherent in the dataset. With the USA being the most significant economy, and the place where many recent NLP technologies have been birthed, historically, there have been significantly more language resources for US English than any other language or dialect. This has meant that most speech and language technologies, to this day, still provide the best accuracy and richest features for US English users. Another bias factor that may be present in data is historical bias, in which older training datasets may reflect outdated society stereotypes or biases.

In recent years, the bias from training data has been addressed through two main approaches:

1. Collecting and improving the availability of more varied and up to date language datasets. An example of this is the Common Voice project by Mozilla.
2. Focusing research on methods that improve performance for low resource languages, such as so-called self-supervised learning to pre-train NLP models that can be used for a range of end tasks without needing large annotated datasets. This makes it easier to learn models for less common languages where there aren’t many available large annotated datasets. One example is XLM-R.

These approaches can be used to address not just language diversity, but also to reduce bias against any under-represented population.

How does bias manifest itself in speech recognition software? What are the implications?

Bias can occur in speech recognition and NLP within a business in multiple ways, due to natural variations in speech and language usage that arise from factors such as personality, occupation, education, age, gender, etc.

Fundamentally, the most glaring bias issue in current systems is when speech-to-text recognition software simply misunderstands the speaker, and the incorrect words are noted down – or missed completely. For all intents and purposes, if we are trying to do processing and analysis of the spoken word, this speaker has no voice.

There are many reasons that misunderstanding of a speaker can occur:

• If the is multi-language and the business lacks the same breadth of languages in speech recognition systems and NLP models. With 7000+ languages across the globe, to be equitable to all employees, clients, partners, and customers, a business must ensure their NLP solutions provide equitable coverage of all languages spoken within and across the bounds of their organisation.
• Regionally, there are different dialects and accents that are unique, from US to UK English, Spanish as a second language speakers, African-American Vernacular English, and even differences between states in Australia. The models used must accommodate for all these to accurately understand what was said by all speakers.
• Different gendered speakers, and also children and elderly speakers may also sound different, so models must include these.
• Speakers with speech impairments can be misunderstood, so models must be trained to accommodate these people.

What is needed to overcome and regulate bias in NLP technology?

For NLP technology providers, there is a need to improve the diversity in underlying training data, as well as increase research into methods to improve performance for low resource scenarios, such as under-represented languages, dialects, ages or genders.

Businesses that are clients of NLP technology can influence this by insisting performance reporting is done across a range of these demographic factors and by selecting NLP technology vendors based on their accuracy across the board.

To reduce bias for their employees and customers, businesses should implement continual monitoring of NLP accuracy to ensure they are always using the best set of NLP technologies to suit their circumstances. This is not just a one-time decision – continual monitoring is required.  For instance, the software can be used to alert on circumstances where a particular speaker is not making sense in the speech-to-text – a bias is occurring. By evaluating the speaker carefully, they can then seek to implement new models to accommodate them – and other people like them.  A simple way this is often achieved in speech recognition is for employees to read a script during onboarding so that the technology can better learn their individual voices.

Another recent approach to effectively addressing bias is through NLP systems that incorporate active learning loops. This active learning approach allows companies, teams or individual users to provide positive or negative feedback on NLP outputs that allow the models to then adaptively improve for their specific usage over time. This can mean each individual can control and improve the accuracy of systems for their own usage, giving them the power to eliminate negative bias.

By building in activities and automation that help remove bias in NLP systems, businesses can ensure they are engaging ethically with all speakers, allowing everyone to be truly heard. Sharing voice data sets publicly, stripped of proprietary information, can also help evolve language models to be more inclusive.

This article originally appeared in AI Magazine.

You’ve invested in Microsoft Teams. As a clear Leader in Gartner’s UCaaS Magic Quadrant, your organisation is poised for communications success, and the platform is evolving, meeting your needs and expectations.

But now the search for a recording and conversational intelligence solution that plugs into MS Teams is taking you on a deep-dive into solutions trying to find the right one. Some are just for meetings. Some just do transcription. Most of them come with serious data security concerns.

Here are 14 reasons why the only business-ready choice for Conversational Intelligence and recording on MS Teams is Dubber.

1. Advanced data sovereignty and security

Our solution is secure by design, directly built to conform to global compliance requirements such as GDPR and HIPAA, with best-in-class AES 256 bit encryption, data sovereignty and more.

Download our eBook, How to Ensure compliance on Microsoft Teams for more information, or take a look at our case study; Baseplan ensures compliant comms on Microsoft Teams with Dubber.

2. Total control

Your conversations and their data are yours to configure, replay, organise, and action as you wish. These are accessible by you only – not us.

3. Asynchronous scale, just like MS Teams

Just like MS Teams storage, tenancies, and regional requirements scale without tricky configuration; so too does Dubber.

4. Record with certainly

Dubber is always on, always working on all your required conversations. No more “Sorry, I’m having technical difficulties,” embarrassments and time wasters.

5. Enforceable recordings

Dubber recordings meet legislative requirements for data storage and capture, setting both your CIO and lawyers at ease.

6. Purpose built for UC capture

We’ve purpose-built Dubber so it integrates seamlessly with Unified Communications platforms like MS Teams. No fiddling around with trying to make apps talk to each other.

7. Native and dynamic

Dubber is a live platform. End-users are able to interact with conversational data as it is happening throughout each conversation, plus set triggers and alerts, or peruse historical data and notes.

8. Deploy with a click in minutes

There’s no need for systems admins to walk through complex setups to gain conversational intelligence on Microsoft Teams. Deploy Dubber with a click.

9. Continuous innovation

We follow the rapid release cycle model set by industry leaders such as Microsoft. That means we’re bringing new features to our platform constantly – keep up to speed via our blog and socials.

10. No limit storage

Keep all your records for as long as you like. There’s no limits on storage size or time kept, with Dubber, thanks to the power of cloud.

11. Simple and easy management

Administrators gain significant time back with a solution that doesn’t require constant management. Simply onboard team members to the platform via Azure AD, Microsoft’s identity management service that powers Teams.

12. Real-time search

Search entire organisational conversation banks like you would do Google. Find conversations that match names, topics, dates, and keywords.

13. Advanced AI-powered intelligence

This is where our platform shines, with advanced sentiment and tone analysis, the ability to instantly and automatically trigger workflows and alerts – as conversations happen, and more.

Download our AI litepaper, Unlock intelligence from every conversation with Dubber AI for more details.

14. No hidden costs

Our pricing models are set. There’s no uncertainty when it comes to billing, like when you go over a certain storage limit on some providers.

No other solution on the market ticks all the boxes we do. Chat to us about making the most of MS Teams with Dubber on the conversation.

Nearly every Service Provider strategy starts with one or all three.

Service Providers are under pressure. In an environment where sources of value are ever-decreasing and product offering differentiators are slim, increasing revenues is a challenge. 2021, McKinsey suggests, was a ​​critical year for operators: a unique opportunity to fundamentally reimagine their business or, alternatively, risk another decade of decline.

Reimagining the business of operating communications services starts with moving beyond just creating connections to realizing value from the content flowing on the network. Central to achieving this outcome is Unified Conversational Recording (UCR) – through which every conversation is captured for replay, converted to data, and enriched with AI for insights and intelligence.

Demand for conversational recording is unprecedented with Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk. This is a substantial market opportunity for service providers who already provide the network infrastructure for these conversations.

Embedding conversational recording and intelligence that adds value to existing customers at minimal cost and low configuration complexity is the ideal way to target this trend.

A Unified Conversational Recording solution drives revenue for service providers-

• A typical network legacy call recording solution represents a significant cost – in the millions of dollars to provision, manage and provide ongoing services. A UCR solution is a fraction of this cost, providing immediate yield. Cloud-native call recording services are up to 10X more cost-effective on a per user per month basis. UCR lives in the network and is delivered just as any service would be by the service provider.
• By switching a UCR solution on for every end-point, service providers create an immediately addressable market to sell richer solutions addressing continually rising customer needs.
• UCR solutions allow service providers to enjoy the benefits of SaaS ARR, with pricing models built in line with modern subscription market trends.

What is UCR in a S&SP Network?

UCR is:

• Native to the service provider network: to remove legacy recording costs, and allowing UCR to be delivered as a service
• Cloud-first: for simple deployment, management and provisioning
• On every endpoint: creating immediate differentiation and an addressable market for fully featured solutions
• SaaS ARR: creating a new recurring revenue stream
• True AI: for the ability to unlock conversational insights and solutions revenue

Foundation Partners Benefit More

The Dubber Foundation Partner program was designed to provide service providers with deep marketing, sales and success support – accelerating the conversion of basic Dubber call recording services to richer solutions.

• 100% attach at day one drives differentiation and immediate access to upsell opportunity
• Dubber assisted upsell to SaaS plans – increasing ARPU, in many cases doubling the ARR per customer
• Add & unify other services – further increasing ARPU through cross-sell and access to other communications services used by the customer
• Unlock the potential of conversational data to increase revenue and retention

Expensive, outdated legacy call recording’s days are numbered. And, as a communications providing service, you can capitalise on a new market that’s emerged from an overhaul in antiquated infrastructure.

Up until now, organisations have required significant investment into managed, onsite call recording equipment.

The costs multiply due to dedicated storage and processing hardware, complex high maintenance software, and ongoing service and support. And this service only captures just one line or endpoint – with multiple lines or endpoints needing recording, the process (and costs) starts again.

Unified Call Recording in the Cloud

“Unified call recording solutions offer service providers one area where they can really add value. By uniting voice data from an organisation’s potentially disparate systems, a service provider can ensure that an end customer organisation can leverage maximum value from its data and drive enhancements and optimisation.” – Cavell Group

Unified Call Recording in the Cloud replaces legacy call recording with simple to manage, easy to deploy, cloud-based and on-network infrastructure.

UCR is native to the network and requires zero hardware, complex software or heavy ongoing service and support costs. It’s a modern solution for a modern business communications landscape; across mobile, unified communications platforms, chat, and video – and it satisfies legislative compliance and data security requirements.

UCR is the key to unlocking new revenue and retention opportunities in call recording – and product offering differentiation – and enables you to create and add value to every conversation on your network.

Costs tend towards spare change

Now, the cost of voice-supplementary services is tending towards spare change.

In legacy call recording models, the costs associated with extra data services were also prohibitive; including services like manual transcription, sentiment analysis, fraud detection, and other auditing capabilities.

Only the largest enterprises were able to invest to leverage the true power of customer voice data. Now, with cloud-based services that leverage AI radically reducing direct and indirect management and configuration costs, everyone can enjoy call recording, automatic transcription, and conversational data intelligence. Every conversation can be captured and transformed with AI.

Service providers to embrace new services

Service providers who embrace cloud-based UCR voice-supplementary services can now offer these benefits to businesses across all sizes and verticals.

Service providers who adopt intelligent data visibility and usage platforms can increase their revenue and margin generation while increasing their customer’s dependency on their services. With a need to differentiate in a competitive market, it’s by productising and partnering in new connectivity data and content verticals that service providers will set themselves apart.

Source: Cavell Group

Are you really listening to your customers? Because if you aren’t capturing and unifying the conversations you have with them, meaningful insights are lost.

Sales are a multi-touchpoint experience – voice, video and chat – even more so in this new world. So, how do sales managers uncover hidden revenue?

With total visibility across multiple communication points, a centralised platform, and a little help from AI.

Traditional solutions where the recording is attached to an app or a single connection point limits visibility, introduces complexity and increases cost – inevitably you end up paying for multiple conversational recording solutions.

According to Gartner’s top strategic IT predictions for 2021 and beyond, by 2025 75% of conversations at work will be recorded and analysed. Many of our clients are in tune with these predictions.

Get acquainted with Dubber’s Six ways to improve your sales with Voice Intelligence for a more in-depth look at how you and your team can establish a whole system of continual sales revenue. Dubber’s UCR and AI conversational intelligence supports compliance regulations whilst assisting businesses in enhancing their sales revenue by unlocking insights in calls, video and messages.

Tone and sentiment analysis for opportunities and performance

Having the tone and sentiment analysed from your customers is fundamental in distinguishing who is:

• A prospective customer
• A customer that could be upsold
• An undecided customer
• Not interested

Identifying positive or negative interactions or prospective customers from the sentiment analysis lets you customise your sales pitch to meet specific needs to boost sales.

Tone analysis is a distinct advantage to your sales growth. It helps sales reps execute a consistent and compliant delivery – boosting satisfaction and customer experience, which increases the chances of consumers making another purchase by 89% *.

Forecast and generate more reports

Dubber’s contact centre intelligence looks at all the call activities with powerful analytics- ensuring sales managers can see key metrics at a glance. The dashboard provides a high-level snapshot of call metrics and data analytic solutions for managers to monitor agent performance. These insights include:

• Automate the agent QA process through score sheets
• Train sales and customer teams to implement better solutions
• Set-up out-of-the-box or custom reports (schedulable)
• Access an in-depth activity log for all user initiated activities

Dubber’s reporting tools help improve workplace performance and proactively manage risks – enabling sales managers to learn which products need more consideration or which employees might need additional support on meeting sales targets. Attending this detail allows managers to predict forecasts and achieve better solutions based on analytical insights.

Leverage transcripts for retargeting and retention

With live transcripts from customer conversations, you can keep track of customers’ requests, interests, and expectations. Dubber’s beautiful and insightful transcriptions provide a powerful source of information that can enlighten a staff member or manager on a missed sales opportunity.

For example– a manager reads the transcript of a conversation to a customer. By identifying communication gaps, the manager can recognise the customer is left unsatisfied. Then, using notes from the transcript, they can reach out to the customer and suggest a more suitable alternative, capturing the sale after all. Critically they have an accurate record of the nuances of the conversation to coach and train. Hearsay gets replaced with “knowsay”.

A record of notes and highlights from past conversations helps managers:

• Retarget prospective customers
• Action insights from conversations
• Decrease revenue leakage with immutable proof
• Navigate a system of churn reduction
• Improve training and coaching

Improve order and service accuracy

With real-time transcripts, managers can be confident that information and customer instructions are captured accurately. Dubber’s search filter enables mishaps and miscommunication to come to light.

Disputes are likely to arise based on mistaken orders or inaccurate quotes- stay ahead of this by searching keywords, customers, or employees to find a resolution based on facts from the conversation- not hearsay.

Sales managers use this function to find revenue leakage by examining conversations and seeking ways to improve the sale. Based on these key findings, managers can implement a strategy that outlines procedures to strictly use or to avoid – saving time and retention.

Measure performance on specific keywords or phrases

Managers can set certain spoken words to trigger a notification alerting them of said words within a sales conversation. For example, these words, phrases or trends may be: “New”, “Expire”, “Plan”, “Renew” or “Cheapest.”

These words indicate a particular end of the subscription period, like a plan. So here is an opportunity that managers seek out as it gives them the chance to upsell, cross-sell, or put them on a new plan that’s promoted to reach the sales target. This also allows sales managers to foresee trends occurring and optimise the collected data to engage in a higher sales success rate.

Contribute key findings to marketing

By using Conversational Intelligence, sales managers can determine any gaps in the market and then transfer that data and insight to the marketing teams.

The symbiotic relationship between sales and marketing creates a vital role — they can influence or help shape how the product is understood:

• Positioned in the market (in relation to competitors)
• Identify who are the most common consumers
• If a product/service is resonating with the target market

These insights can help the marketing team build a more in-depth buyer persona and give future marketing strategies a more direct and consequential message.

Discovering hidden revenue opportunities from recorded conversations authorises sales managers to turn key findings into actions, successfully increasing revenue. Dubber’s features enable sales managers to drive actionable insights from the business’s two most important resources: employees and customers.

*Salesforce

The landscape for technology services is evolving, more rapidly than ever before. External environmental factors, including the COVID crisis, have accelerated the evolution of enterprise technology requirements and, in turn, transformed demand for innovative and differentiated solutions from service providers.

Communications service providers face a highly competitive market, with new digitally disruptive and emergent companies, thin-margined pricing strategies, and exponentially exploding user demand and expectations.

The need to differentiate – new roles for service providers in the enterprise connectivity market

Now, more than ever, service providers need to stand out and offer unique differentiated solutions to remain relevant. And that needs to be through a best-in-class multi-vendor, multi-solution suite of services – that provide communication and collaboration services. The UCaaS landscape is the ideal playground for the savvy enterprise-focused service provider.

It’s time we go beyond traditional operating models; to shift roles from simple Connectivity Providers to Service Enablers and Service Creators. Out to 2030, there is up to USD 700 billion in B2B value at play in these new role markets, and that’s just across 5G opportunities alone.

This new way of doing business allows service providers to think like cloud providers and productise critical, emergent communications services on their networks. And, like cloud providers, these services need to be enabled to customers with a click, and provide a self-service interface.

Could customer experience be a critical product offering win?

Qualtrics ROI of Customer Experience 2020 report showed that 94% of customers would purchase more from a company with very good customer experience (CX), as well as recommend them to others, resulting in increased revenue and reputation building. As a service provider, being able to offer enterprise customers a CX product that’s ready to go, no matter their communications infrastructure is a clear, easy win.

A principal strategy: adding embedded Conversational Intelligence as a Service to the list of products available for businesses, yes, switched on with a click. It’s customer experience, reimagined with the power of data – by Dubber.

Learn more about how new productization is key to service providers winning in a crowded market where margins are slim. Download the Cavell Group whitepaper, commissioned by Dubber, “Service provider differentiation through customer experience.”