Blog Post

The use of artificial intelligence in sales has been increasing in popularity as it facilitates customer service or sales professionals to concentrate on more important work, as machines do the ‘busy work’.

While AI promises to do much to boost sales productivity and effectiveness, most are still in the earliest stages of realising its benefits According to The AI Dossier survey 2021, 74% of businesses are still in the AI experimentation stage and only 26% of businesses focus on deploying high impact AI use cases at scale.

Here are six ways to improve your sales outcomes using a conversational intelligence service – like Dubber – to analyse and action call, chat and video conversations. And implement successful strategies to improving retention, training, and customer experience.

What is voice intelligence?

Voice intelligence uses artificial intelligence (AI), in the shape of machine learning, natural language processing (NLP), and real-time speech recognition to analyse calls, and digital conversations.

Dubber’s voice intelligence comes in the form of a specialised Unified Conversational Recording platform. Dubber’s UCR enables organisations to be more efficient in the management of their day to day communications and learn more from customer conversations. From automating note-taking to detecting customer sentiment, conversational intelligence is ending not knowing in businesses of every kind.

1. Don’t miss a conversation

As we say at Dubber: record, replay and reveal.

Having a solid foundation for Unified Conversational Recording (UCR) is essential for capturing, storing, and centralising your customer sales interactions.

Recording every voice, video, text, and chat across any communication device and end-point is where your sales will see an improvement. This enables you to catch sales conversations and turn them into actionable insights – seeing where you can drive an increase in revenue and retention.

Conversational Intelligence and UCR are two quintessential pieces in capturing recordings. These conversations are where 80% of the most crucial conversations with customers and employees occur.

2. Get the full picture with intelligent transcription and search

By complimenting Dubber’s advanced AI and natural language processing with multi-vendor AI technologies – live transcriptions can help seal the deal in your team’s sales conversations.

Here’s how the sales team and managers use Dubber’s live transcriptions:

• Always have context as to the previous conversation
• Understand the customer — know their requests, interests or boundaries
• Verify orders and T&Cs — key to effectively resolving future issues and disputes
• Note important details — stay focused and save time with the notes automagically connected to your CRM platform
• Use transcriptions to coach and train staff
• Monitor advice provided in line with compliance regulations

Take advantage of our advanced features to automatically detect the dominant language spoken.

Let’s say: A customer mentions she previously spoke to an employee about a different plan but can’t remember which plan it was. Easily search transcripts to find precisely which plan your employee suggested- without wasting any time.

3. Learn more about customer and employee sentiments

Sometimes we can have a hard time reading people’s emotions- especially when you’re not face-to-face.

With Dubber’s AI sentiment insight, you can now know what your team and customers are saying, feeling and needing. This is a distinct advantage to the growth of your sales as the tone analysis helps sales reps provide a consistent and compliant delivery. Boosting satisfaction and customer experience increases the chances of consumers making another purchase by 89%.

Dubber AI sentiment analytics combined with machine learning and NLP to save you time conducting employee call evaluations.

It analyses the spoken words in conversations by:

• Categorising them as positive, neutral, or negative
• Labelling calls against seven emotions
• Identifying the dominant language spoken

Let’s say: You have a new employee and they are trying to push a sale but are coming across as abrasive to the customer. The customer is frustrated and angry but you can use this information to help the sales rep work on their communication skills.

4. Search, filter and find across all conversations in real-time

Frantically searching for that customer interaction transcript from a week ago? Look no further than quick, elastic and instant search within Dubber.

Save stress and time with instant search results from real-time recordings by team members or customers. Dubber extracts information and insights from the conversation and categorises and organises the context.

You can apply the filter on the search function to specify:

• Team member
• Day/Time
• Keywords
• Tags
• Phone number

Show that you’re attentive to detail. Utilise quick cross-referencing on the go, verify accounts, or see what type of service, plan or products the customer is currently using. You’ll avoid chasing tails and save the customer from having the same conversation.

Let’s say: David is the best sales rep in your team. When training a new employee, you can filter and search all, or some of David’s calls for training and coaching purposes.

5. Get notified and stay on top of monitoring conversations

Sometimes we can find mistakes or red flags a little too late with legacy call recording, resulting in a loss.

Rest assured with Dubber’s real-time alerts and notifications you’ll stay ahead and be ready to diffuse situations when specific words and phrases are triggered.

You’ll be able to:

• Create notifications from a negative sentiment
• Alert on critical sales terms e.g “Not interested”
• Alert immediately or at the end-of-day summary

Utilise these options to get a leg up on your competitors – create an immutable record of best interests efforts by gaining insight from prospective customers and what your opponents may be offering. As well as trends emerging, or if a sales script just isn’t resonating with customers- you’ll know.

Let’s say: You’ve set an alert every time a customer says “not comfortable” and identify that many of the instances refer to when a customer says “not comfortable with sharing those details over the phone”. You can work out that this might be a common concern and highlight PCI compliance and security measures in marketing messaging.

6. Offer safe and easy payment options  

People are more aware and definitely more sceptical of giving out personal information these days. As your sales conversations travel into confidential territory, you could be at risk of losing revenue if customers are reluctant to give out sensitive information via phone or video.

But here’s where you get the upper hand — Dubber’s PCI DSS solutions have enabled billions of dollars over phone payments globally. All data is encrypted and stored within the produced region, guaranteeing data compliance.

Encourage your team to communicate to the clients that:

Dubber’s Voice intelligence assures you that the PCI solutions hosts secure payment platforms that intercept any card data from entering your contact centre environment – basically bulletproof!

Let’s say: You’re speaking to a customer and they wish to pay a bill over the phone using a credit or debit card. Rather than asking them to read aloud their details, they type in their payment card details using their telephone keypad with a PCI compliant voice intelligence solution.

Improve sales while ensuring internal company policy compliance

With Gartner estimating that remote workers will represent 32% of all employees worldwide by the end of 2021, keeping conversations compliant can be very hard to oversee. But with Dubber, you have effortless yet total visibility of all your team’s conversations all in one place.

Managers use voice intelligence to ensure the team adheres to internal policies and collects data from customer insights that can be used to their advantage. This will drive team and sales performance to new lengths. Managers use voice intelligence as a tool:

• Save time monitoring and reviewing calls
• Enable teams to meet sales targets
• Manage and store conversations from teams

Let’s say: Your manager is reviewing your conversation with a customer and they identify a missed opportunity for you to make a sale. They playback said instance to you and utilise for coaching.

One of the most exciting and significant advancements of AI in sales is the development of voice intelligence. As you can see, voice intelligence and UCR software offer teams, managers, and organisations the upper hand. Hopefully, you’ll get some good ideas from this and pick up on some critical features of Dubber’s voice intelligence and apply them to your business.

Look forward to knowing your customers and expediting sales!

How unified call recording and voice AI can help you comply with certainty

From October 5 new regulations will cover how financial service companies handle complaints.
Regulatory Guide 271 lays out what companies need to do. The Australian Securities and Investments Commission (ASIC) is in charge of the reforms. It’s guide is an updated set of obligations for internal dispute resolution (IDR) and replaces the existing RG 165.
In this paper we’ll further explore what the regulations mean for financial services firms and how new unified call recording and voice AI technologies can help you comply quickly and cost-effectively.

There’s a new Chief Technology Officer at Dubber! Introducing Steve Willson.

Fresh from his time as CTO of Great Southern Bank, Australia’s largest customer-owned bank, Steve Willson has joined Dubber to guide our industry-leading technology and key technical relationships.

With a long list of executive tech roles at some of Australia’s largest financial institutions, plus time in London fintechs, Willson strengthens Dubber’s position as a key player in conversational intelligence for every government and business.

The value in Dubber

Willson speaks about why he chose Dubber as his next move.

“I was attracted to the massive potential of Dubber’s technology to create value for clients globally. Recording is really just the tip of the iceberg; the greater opportunity is to leverage the data to help clients improve their businesses and customer experience.”

“As I see it, there are four key value levers businesses need to focus on moving forward from a technology perspective, and that Dubber already does across voice conversations: 

• Radical improvements in productivity eliminating what I call busy work, which is preventing employees/business owners/agents from focusing on value-creating activities.
• Greater control, visibility and transparency – whether that be capturing knowledge, decisions or evidencing compliance.
• Differentiated products and experiences for your customers.
• Unification of conversational data so that it can be leveraged to provide insights and inform decisions”

The impact of Covid on technology as an accelerant

While Covid has caused significant hurdles for business and government worldwide, it has also rapidly accelerated digital transformation.

“At a macro level, I think that COVID has accelerated digital disruption rather than changed it, it has necessitated increased take-up of digital products and services and customers’ expectations of digital experiences are higher than ever. 

Similarly, employees now expect (and need) advanced technology that makes it easy to work from anywhere.”

“This has created a push to many large (and usually slow) organisations to do things differently, such as responding to technical challenges in days, not weeks or months. It has also provided the means for businesses to break through cultural barriers that have prevented greater take up of these technologies in the past.”

“In the new normal – if we can call it that – ‘work’ is being done anywhere. This makes sharing, collaboration, productivity and clarity of conversations more than ever, with an office-home-remote hybrid work model likely for most businesses.”

“Dubber is – I think – a critical technology in underpinning our new way of working.”

End not knowing

“AI, NLP, machine learning and a raft of technologies are central to ending not knowing in every business and government. As data grows exponentially it’s not plausible or possible for humans to see the signals in the noise. Applying AI to unified data sets is going to be a crucial building block for the success of any enterprise activity – whether it’s knowing your customers and employees, complying, or improving the accuracy of supply chains.”

“The way Dubber is doing this is impressive, from disrupting the high-cost, siloed world or legacy call recording to harnessing its own AI advances alongside those of leaders like IBM, Amazon and others.”

“I’m passionate about the tech sector and have supported many fintech partnerships in my enterprise executive roles, so I’m excited about the opportunity to play a more active role in the Aussie and global tech community with Dubber. Joining what is the clear leader not just here, but also globally, is incredibly exciting.”

We’re excited to have Steve onboard.

Where Dubber leads in capturing every call, video, and chat – then turning it into a source of value; Notiv has been pioneering the use of AI to make every meeting more productive and efficient.

So what does this mean for Dubber?

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better. Notiv will help Dubber convert a higher proportion of our addressable market within our existing networks and new communications services that want this functionality on their networks.

Enhanced productivity can benefit everybody – however they are communicating and whatever the use case. For example, a tradesperson on a mobile phone could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we can drive significant adoption of Notiv through our industry-leading base of partners and customers. Notiv is a compelling new service, enabling them to drive incremental revenue and differentiation. Notiv will also be a magnet for new service providers, increasing the value of our industry-first Foundation Partner program.

Third, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connections to extracting the value in every conversation on their networks.

And they’ll now be able to do that with Dubber Notiv on the same hyper-secure, scaleable and compliant infrastructure that Dubber has made available in over 150 service providers globally – and all the worlds leading UC solutions.

I’ve been using Notiv for the past few months, and it’s impressive. It’s magical seeing the meeting being transcribed in real-time – and then having the ability to highlight important parts of the meeting.

Record, replay, reveal AI-enriched insights. Buy now and get the first six months of video recording on us!

We recently announced our global first Foundation Partnership with Cisco, which saw Dubber personal and confidential cloud call recording embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

As of today, you’ll be able to compliantly capture video conversations on Webex Meetings. You’re now able to record, replay and reveal insights from every crucial business conversation across voice and video calls.

Comply & end not knowing

How often have you had a team or customer meeting and wished you could go back and review key points? Or share it with your team for coaching or training? That’s one use case for recording video.

Clearly, nobody is going to do this all the time so having real-time search and scalable storage is critical.

But what if that same content sent you signals – alerts and notifications when key phrases or words were used? Instantly managers would know they needed to dive into a conversation and check what was being said. Compliance leaders would have instant visibility to the businesses compliance standing and evidence requirements were being met. HR managers could easily check in on issues and get instant employee sentiment data.

Dubber makes all of this possible for the first time with nearly endless use cases. In simple terms, this means everyone in the business benefits. Take customer dispute resolution. Now with an instantly available record of the conversation, it’s easy to know what was said. And with Dubber you’ll be able to see phone calls, video and more in one place.

You need more than a basic recorder

The alternative is basic personal call recording solutions sometimes included with applications. These solutions are limited in capturing, authorising, managing, and facilitating compliant call recording. And they don’t enable all your calls – including those outside of Cisco Webex, to be recorded, replayed and analysed in one place.

Dubber delivers meaningful transcriptions, analytics, legal hold, and intelligent keyword search, saving time on investigations, discovery, as well as prompting actionable intelligence, effectively designed to solve business-critical outcomes.

We already see substantial early demand around video dominant use cases like telehealth, video-based customer support services, HR, recruiting, and live event streaming.

What’s included in Dubber on Webex Meetings?

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables capturing every video conversation stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

The first six months of video recording on us!

For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed. To order now, speak to your Cisco Partner or visit Dubber on Webex Meetings.

Chat to us to learn more

To learn more about Dubber on Webex Meetings and help you and your business stay ahead in the hybrid work environment, book a short consulting session with our Dubber on Cisco specialist.

Your customers, suppliers, partners and people can be and are often dispersed across countries, time zones, markets and currencies.

At Dubber, we’re acutely aware of this, operating globally, working with businesses of all sizes across 50+ countries. We serve a plethora of product markets ranging from multinational FSI customers to local veterinarian groups.

After listening to the needs of our diverse customers, a common challenge emerged. How do we solve the problem of multiple languages being spoken on a call recording?

The value of solving this pain point is the difference between success or failure because the difference between a churning customer or an upgrading one can be seconds. According to a 2020 report U.S. companies lose $136.8 billion per year due to avoidable consumer switching (Forrester).

Enabling automatic language detection

Today, we’re launching another first – Dubber Automatic Language Detection!

Automatic language detection automagically verifies, recognises, and validates the primary speaker in the recorded call and effectively resolves the dominant language spoken to the Dubber Voice-AI dynamically.

This means transcriptions, sentiment, tone and alerts align to the detected language – and are then dynamically updated within the Dubber Voice Intelligence Cloud to appear in your Dubber portal and app instantly after the call.

Try it now!

Automatic language detection is empowering one of our customers operating in the global financial markets to dramatically improve their customer and people experiences and meet compliance mandates. Across 13 different spoken languages, their people now focus on driving value from engagements aligned to their customers desired spoken language.

Practical strategies and steps from the MS – Dubber webinar

Is the hybrid workplace here to stay? How do you meet post-pandemic demands for regaining compliance? And what role does technology play in enabling hybrid work flexibility, improving productivity and lifting CX and EX, all while minimizing risk?

In a recent webinar, Leon Wright, Microsoft’s Advanced Workloads Lead in Australia, together with Andy Lark, Chief Marketing Officer, Dubber, outlined the new hybrid work challenges, from siloed teams – to difficulties in accessing data for compliance insights.

Drawing from the webinar, we highlighted essential strategies to regain compliance in a hybrid workplace. We summarised for you ways organisations can now leverage voice technology to lift compliance and derive critical insights from customer conversations in the hybrid workplace.

The good, the bad and the promise of the hybrid paradox

Microsoft’s Leon Wright believes Covid is just the beginning of the disruption:

“Over a year into the pandemic, digital adoption curves are accelerating and the evidence is in the data: 80% of managers expect more flexible work from home policies post-pandemic. 73% of employees want flexible remote work options to stay and 67% of employees want more remote in-person and collaboration work.”

So how do you embrace flexible workplaces and processes and thrive?

You could start by creating a new work model that prioritizes social, knowledge and human capital. And you could embrace the Employee Experience (EX) and create more listening systems.

“If Covid has taught one thing, it is that managers were not listening… We need to get those listening systems working really well. It’s about configuring those systems for your best productivity,” Leon Wright, Microsoft.

Meeting recordings is fast becoming the new content channel

Leon Wright believes meeting recordings is going to be one of the fastest growing content types at Microsoft. “Recording has become the new champion of knowledge management. It’s a vital tool for continuous learning about customers and employees in a hybrid workplace. It’s not only the employee expectations that fundamentally changed; customer’s expectations have changed too, and we need to listen more to what they have to say.”

Organisations that embrace the seismic hybrid shift and explore ways to tune into their employees and customers may have more of a chance to succeed in this complex reality.

Are you listening? Overcoming distance in a connected world

As the workforce becomes more distant, it is more challenging to get our message across and understand correctly what’s been said between teams and customers.

There is a growing dependence on BYODs and rising use of BYOAs – Bring Your Own Applications. As a result, there is a growing difficulty to manage the Customer Experience (CX) and Employee Experience (EX) across multiple end-points, like mobile, messaging applications, VOIP applications, video meetings, and more. Employees are often switching between these multiple communications methods, and customers are demanding to be met where and how they communicate.

Voice is the largest untapped source of data and insights

Fortunately, cloud-based voice technologies evolved as one of the tools for managing this new complex hybrid workplace. Voice AI, in particular, is playing a vital role in improving CX, EX, compliance, and more. The ability to use AI to automate the otherwise impossible task of understanding sentiment and behavior during calls has become crucial.

“There has never been a more important time to establish a system of record… Many of us have forgotten just how many conversations are voice-based. Today more than 80% of crucial conversations are still voice and the value of that conversation ends as soon as it is over, ” Andy Lark, Dubber “If companies are not allowing compliance breaches to occur in email, they shouldn’t be happening in voice conversations.

The power of Unified Call Recording (UCR) and customer intelligence

The advantage of Dubber on video and call meeting platforms, such as MS Teams, Cisco’s Webex and Zoom, is you have all your conference calls, mobile conversations, SIP trunk connections, messaging, chat and more stored and retrieved from one secure and compliant place.

In the past, a single query, and there are hundreds of them a day, could take hours. Now you can drill down in seconds into conversation sets, pick up troubling keywords and easily review insightful transcriptions.

This impacts dispute resolution, contact centre calls tracking, employee training, sales revenue intelligence, and more.

In sum:

In this hybrid world, the upside of voice technology is the rise of new business performance, sales and productivity opportunities.

The ability to capture crucial conversations across remote and in-office environments and derive insights is paving the way to; improved employee engagement, boosted productivity, better outcomes in sales and compliance.

As of today, any Cisco Webex® Calling or UCM Cloud customer can compliantly record, store, share and replay any call. Powered by Dubber, this critical new functionality turns on with a click at zero cost and is included in your Cisco subscription.

If you require additional features such as extended team management, video recording, storage, transcription, sentiment analysis or AI-enriched insights (and much more), it’s simple to upgrade to Dubber solutions from within Cisco’s Control Hub with immediate access and effect.

Users that have compliance or regulatory requirements can easily ensure recording, replay and data storage on Cisco will meet their compliance obligations, regardless of the employee work location. A major concern and need for businesses as a result of the significant shift to remote and hybrid workforce arrangements.

“Customers worldwide are responding to increased regulatory and compliance obligations for their businesses. Embedding tools, like Dubber call recording, as a standard service that is available to Webex users will help customers meet those requirements while enabling easy access to powerful advanced voice data services,” said Lorrissa Horton, Vice President and General Manager of Webex Calling and Online. [Read the blog post]

What’s included

Dubber is the global leader in unified call recording and voice AI solutions for compliance, revenue, customer and people intelligence. Basic call recording within Cisco will get you started on the path to ending not knowing, offering:

• Unlimited recordings of calls
• Cloud capture and compliant storage
• Basic Enterprise controls and policy enforcement
• Easy access, replay, download and share from the Dubber app and web
• 30-day storage

A better way to hit replay

Unlike other embedded recording solutions, Dubber addresses critical data, privacy and regulatory requirements while providing a simple and easy pathway to richer functionality as it is required. Dubber recordings and AI-enriched data can easily be unified in the Dubber Voice Intelligence Cloud alongside conversations from other end-points such as landlines and mobile.

While other solutions offer the ability to record – something we call personal call recording – it’s the kind of recording ideal for an individual but not suitable for business or government. Here are a few of the reasons why:

1. Secure cloud storage that can be managed centrally – avoiding privacy, data sovereignty and information leakage risks associated with recording to hardware
2. Easily manage who can record and what can be recorded – implementing data and communications policies is made easy
3. Controlled provisioning – via the Cisco Control Hub to ensure recordings are only available to eligible employees

Dubber also offers a range of Compliance-specific editions designed to meet the needs of highly regulated organisations and compliance teams.

“Business and Government require more than personal call recording,” said James Slaney, chief operating officer, Dubber. “They need conversations to be captured in a way that is compliant and converted to data for revenue intelligence, dispute resolution, proactive compliance and customer service. Today’s announcement is proof not only of the scalability of Dubber but the potential we and Cisco see in tapping voice data to improve the performance of businesses and governments worldwide.”

How to start doing more with every conversation

Chat to Dubber ready to get your team or organization set up today – or your Cisco rep or partner. Dubber’s customer support team will be standing by to assist with any onboarding or training you or your team needs.

And if you need more than basic call recording for some or all of your users, our teams will assist in upgrading you to the world’s leading unified call recording solutions .

Today we announced over 12 new solutions giving our partners more ability than ever before to differentiate, drive revenue and engage customers.

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world leading recording option for compliance, revenue and customer intelligence.

We’ll be working closely with our global service and solution providers to enable Dubber You, Dubber Teams and Dubber Premier on their networks and services. From today they are available on MS Teams, Cisco, Zoom and other major UC solutions. And, our new Compliance Solutions are available today on all platforms.

A New Source of Advantage

Unified Call Recording (UCR) breaks the constraints of legacy call recording. We designed Dubber’s new UCR solutions to reflect the way customers use conversational data – whether recordings, beautiful transcriptions or sentiment analytics.

And, they enable customers to store and process any recording – from any endpoint or voice recording solution – in the Dubber Voice Intelligence Cloud.

Channel partners will be able to design fit-for-purpose solutions that answer the needs of the smallest and largest businesses.

For a small business that might mean Dubber You capturing calls for rapid dispute resolution and automagically enriching customer records in Salesforce with the conversation.

A call centre will use Dubber Teams to capture all calls across the primary SIP connection and Cisco Webex, unifying records in the Dubber Voice Intelligence Cloud and using the data to fuel insights in dashboards.

Compliance teams can now access purpose-built solutions. They can mine compliant data sets for audits, investigations and discovery. Keyword and sentiment reporting will move them from a reactive to a proactive footing.

What’s next?

Over the coming weeks, we will be hosting a series of webinars to take you through the new solutions and what they mean for you.

In the meantime, our industry-leading products – CallDub and DubAI are still available. But expect the new solutions to appear quickly in major networks and UC solutions.