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Let’s connect at Cisco Live!

As Cisco’s leading partner for Unified Conversational Call Recording and Voice AI, we’re looking forward to participating in Cisco Live from June 13-16 in Las Vegas as a Collaboration Village Sponsor.

This is your chance to see the only preferred native and embedded call recording solution at Cisco Live. Dubber is native as a standard feature in Webex Calling Multi-Tenant and Dedicated Instance – an immediate benefit to every customer and a pathway for every Cisco Partner and Seller to drive richer Dubber solutions with a click.

We’ll be demoing Dubber, showcasing case studies and have great prizes and gifts waiting. Come on by!

Dubber is proud to be the most complete recording solution on all major Cisco platforms. With Dubber, Cisco customers across all industries now have the opportunity to unify conversational data capture and analytics, revealing the critical insights largely left untapped within voice, video, and chat.

In response to the new reality of hybrid-working, the unification and capture of all communication is vital to the transformation of enterprise working models and in delivering advanced functionality to drive innovation and collaboration across organizations.

For Cisco customers, the Dubber platform drives innovation, revenue, and retention as a hyper-scalable and instantly deployable secure cloud-based solution. With just a click of a switch, users can securely share and unlock meaningful insights and actionable intelligence enriched with conversational metadata and unified in the Dubber Conversational Cloud.

Here are some of the highlights of what you can expect from Dubber at Cisco Live:

Speaking session by Adrian, Di Pietrantonio, Co-Founder and Executive Vice President of Global Platforms & Partnerships at Dubber
- Join Adrian in the Collaboration Village on Wednesday the 15th of June at 3:30-3:45 pm for a session on how Voice AI can address the challenges associated with hybrid work and unlock valuable insights for your business.
Visit the Dubber kiosk & chat with a voice data expert
- Visit us at the Collaboration Village, CL11 – E&F, and speak to one of our experts to learn how Cisco’s preferred private and compliant recording solution can be turned on and used in your enterprise.
Loads of prizes are up for grabs!
- Don’t miss out on the chance to receive a free demo of Dubber on Cisco’s major platforms and go into the running to win Dubber merch or an Apple Airtag!

So, in the spirit of the Cisco Live 2022 event tagline “ALL IN”, we’d love for you to join us and go ALL IN with Dubber at Cisco Live. Come see us at the Collaboration Village, CL11 – E&F, from June 13-16 to learn more about how Dubber can optimize your business by helping to ensure compliance mandates are met, improve customer and employee intelligence, reduce revenue leakage, expedite dispute resolution and turbocharge productivity. You don’t want to miss this!

Book a face-to-face demo of our platform or a meeting with one of our senior executives at Cisco Live. We look forward to seeing you there!

claudia.dickinson@dubber.net | 02 Jun 2022

Profit from every Conversation

Blog Post

Service provider communications infrastructure is the backbone of society. However, the ability to generate value from these networks has diminished and is increasingly challenged.

As a critical infrastructure, telecommunications is highly valued by businesses and the community and vital to the current and future success of the economy. Despite this, it is frequently viewed as little more than a utility. Understanding future value creation for service providers of every kind requires a shift in focus from the network as a utility to the network as an exponential source of value based on the content flowing on it. Doing so enables us to reimagine the potential of the network and unlock the huge social and productivity benefits that our sector can deliver.

Conversations are the life of the network

Conversations make the network – they are the life of the network. Hundreds of billions have been invested in network infrastructure to make them possible – with more still to come.
Despite this investment, we constantly hear from service providers about their difficulties extracting value from the network.

“Over the past decade, telcos have been under continuous pressure as their traditional value pools have gradually eroded and new growth horizons have proven elusive, driving return on investment capital (ROIC) ever closer to weighted average cost of capital (WACC).” – McKinsey, A Blueprint for Telecom’s Critical Reinvention.

Now, ROIC is barely higher than WACC and falling – caused by high and rising requirements to invest CAPEX into network infrastructure. Network expenditure is forecast to rise significantly over the coming years as operators deploy 5G and edge-cloud networks, recasting consumer and enterprise value propositions in the process.

At the same time, telcos have seen other players in parallel verticals monetise the value of the network. Globally, the share of profit of the top 25 telcos has declined by 46% versus internet companies; the share of market cap has declined by 60%, and the share of revenue has declined by 40%, all while Google, Microsoft, Zoom, Facebook et al. have grown exponentially.

The pressure is unrelenting with the accelerating growth of OTT providers and MVNOs. None of these companies would exist without the demand for a conversation on the network. The need to communicate – to collaborate on work – to connect with friends and family drives their value.

But if conversations are the life of the network – why haven’t we been able to monetise the content they are made of? Why isn’t every unit of a conversation a source of ever-increasing value? And, why are others making more money running on the network than those investing in the network?

Unlocking value from the network through conversations

Already, Gartner predicts that 75% of business conversations will be recorded by 2025. This isn’t for compliance or traditional call recording requirements as we know them today, but because conversations are an extremely content-rich source of data that is now able to be enriched with artificial intelligence (AI), machine learning (ML) and natural language processing (NLP). Together these technologies make it possible to surface customer satisfaction and revenue insights in real-time and resolve Customer and Employee disputes efficiently. And meetings turned from time-wasters to productivity boosters.

When, where and how conversations occur has changed substantially. A new conversational era is upon us with employee and customer behaviour leap-frogging ten plus years. Remoting working has been matched by an acceleration in remote selling and service.

In 2021, video conferencing skyrocketed, with 82% of Australians starting or increasing their usage. Much of this shift was accelerated by COVID and the drive to hybrid working – it didn’t just change where we work, but how we communicate and when we work. Unified Communications exploded – challenging Telcos across everything from control of the customer to tech to margin.

And the pace of this shift isn’t stopping. Global UC spending is projected to grow at a 5% CAGR to reach $53 billion in 2025. Microsoft has surpassed 270 million monthly active Teams users globally, while Cisco Webex Calling has hit a record 8 billion monthly calls. And in 2021, Zoom grew Australian users by more than 54 times. And now 5G is set to create further opportunity – mobile will matter more than ever before, resulting in more endpoints and new kinds of end-points more connected than ever.

So how to service providers extract value from these shifts?

The first step in extracting the value of content and conversations on the network – and this starts by turning them into meaningful data sources by embedding conversational capture as a native feature of the network. Compliant, secure and scaleable capture enables AI-enriched insights and data to be produced from transcribed content in full or fragments.

From content in the Dubber Conversation Cloud, new services and applications can be developed rapidly based on data derived from conversations. At the most basic level, new subscription-based services fuel potential revenue at twice that of the service costs.

Dubber’s suite of service provider embedded products capture conversations across all endpoints and unify them – representing a unique opportunity to generate value from the network, no matter how people communicate.

By increasing revenue, retention and differentiation, we can change the economics of the network together.

julie.niesen@dubber.net | 31 May 2022

The $600B revenue opportunity on 5G – new frontiers

Blog Post

5G is here and the opportunities for generating growth on provider networks are immense. As a new study by Juniper Research suggests, “revenue generated from 5G services will reach $600 billion by 2026; representing 77% of global operator-billed revenue.”

The study highlights multi-device subscriptions as a critical focus, and points to an increasing explosion of devices and data communications.

Another driver of 5G services is the need for organisations to effectively communicate and collaborate under a now pervasive hybrid work model, where “AI & ML was surveyed to be the #1 enabling transformative technology.”

Where can communications service providers expect to see new opportunities?

The possibilities of 5G mean far lower latency, and higher throughput on networks. What this means is that applications running on 5G can be far richer in experience for users than what’s possible on 4G.

A big component of this will be collaborative work across the globe – across voice, video, and chat, with apps that can support AR and intelligence overlays. How, when, where, and why we communicate in our business and personal lives will be key.

“93% of business leaders agree that communication is the backbone of business” – The State of Business Communication, Grammarly

If every major communications service provider has 5G, and needs to charge more to support this investment, the question remains: “How do we create differentiated services that not only demonstrate the power of 5G but also drive switching and adoption?”

Boosting ARPU with conversational intelligence

“Flat/declining ARPU is making it more important than ever that CSPs target their network investments in areas with the highest potential for sustainable growth and optimal return on investment (ROI).” – Planning today for the networks – and revenue opportunities – of tomorrow, Infovista

“For service providers, this marks a critical turning point in translating the power of the data coursing through networks to true value – both in ARPU and for their customers.”
– James Slaney, COO, Dubber

Dubber’s network-embedded conversational intelligence capabilities that analyze and give insights across voice, video, and chat, make it an unparalleled opportunity to help organisations do hybrid work effectively on 5G.

Service providers have unprecedented data flowing in the content on their networks – and it’s largely untapped. 5G will result in an exponential data explosion and it’s up to service providers to capitalise on the value of that data.

A crucial key to unlocking the value of data on 5G is in transforming conversations on voice and unified communications services into data. Notes by Dubber does just this – driving revenue, retention, and differentiation. Unlike many applications built purely for end-users, Notes By Dubber starts as a core network service – instantly embeddable and scaleable.

Get in touch to learn more about how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments.

julie.niesen@dubber.net | 10 May 2022

Can corporate culture survive and thrive in hybrid work?

Blog Post News and announcements

“The Pandemic has forever changed the trajectory of the work environment. CxOs understand this but culture, processes and technology are not yet mature enough to meet the expectations of today’s workforce.”

– 2022 Future of Work Study, Incisiv

Corporate culture is an intrinsic part of every business. When caring and order reign, and teamwork, trust, and respect are present, the workplace thrives. When company culture starts going south, employee engagement, loyalty, and retention rates go down, and conflict goes up. It’s a slippery slope, and many businesses have found it difficult to maintain a strong corporate culture in the shift to hybrid work.

Sustaining company culture is one of the top challenges facing businesses today in the shift to hybrid work. Why? Because distance and lack of modernised technology have caused friction in the workplace, which has led to a decline in satisfaction with company culture overall.

“Only 56% of C-suite executives believe they have been able to sustain their organization’s culture while working in a distributed working model”

– 2022 Future of Work Study, Incisiv

Service providers can help bridge the gap that has emerged in company culture by offering solutions that monitor and assess employee wellbeing across distance.

“Companies with strong culture achieve three times higher total return to shareholders than others.” – McKinsey, 2020

Dubber’s conversational analytics empowers businesses to bridge this gap – with insights into employee engagement, satisfaction, and connection collectively across the enterprise, as well as drilling down to the team or individual level. It’s a chance to put an end to not knowing. It’s also a chance to rebuild corporate culture to fit a hybrid work model, utilising the resources you already have to inform decision making. Dubber unifies conversations across all endpoints on phone, mobile, and Unified Communications platforms such as MS Teams, Cisco Webex, and Zoom for the full picture.

How conversational intelligence boosts company culture in hybrid work

Know your people and teams with real-time sentiment analytics – by meeting, team or company-wide, whether in-person or online
Replay, share and evidence crucial conversations to coach and resolve interpersonal issues based on exactly what was said in remote meetings
Reduce meeting overload and burnout by enabling team members to quickly surface the parts of meetings relevant to them without having to attend the meeting
Discover when teams are not communicating enough, to re-evaluate and reignite modern team-building practices

Service providers can enable their customers by offering Dubber as an essential service alongside their remote communications tool stack. Ask us how Dubber can help double your revenue on every endpoint.

rachel.ko@dubber.net | 09 May 2022

Forbes: Hybrid Will Be The New Work Style, But 72% Of Businesses Lack A Strategy, AT&T’s ‘Future Of Work’ Study Shows

Blog Post

As companies are announcing their return-to-office policies, it appears that the trend heavily leans toward the hybrid model. After two years of people working remotely, the hybrid model—understandably—seems like a practical way to ease into commuting and working in an office setting.

To learn more about what businesses are doing regarding how people will work in the post-pandemic environment, AT&T launched a new future-of-work study. “The State of the Industry: Future of Work” survey, conducted on behalf of AT&T and Dubber Corporation Limited, was composed of 303 United States-based respondents, 87% above director level, across five key industries, with more than one million employees represented and 34% with companies over $1 billion in revenue.

The survey was created to gain insights from senior executives regarding current and future work models, challenges posed under new working models and technology accelerants to aid change in the way that businesses conduct work out to 2024.

Hybrid work isn’t without challenges. For instance, people complained that they were forced to commute three hours roundtrip to work in a cubicle, only to find that the folks they need to collaborate with aren’t even in the office. The person is left feeling frustrated, fuming that they are sending emails and jumping on Zoom calls in the office by themself, when they could have been home, saving the commute time and money for gas.

The results reveal that while hybrid is the preferred choice by many businesses, 72% of businesses lack a clear hybrid work strategy. The findings also show other sentiments and challenges around Covid-driven hybrid working, including lack of innovation, insufficient oversight, and cultural shifts.

This and other reasons have caused executives in the study to say, that although hybrid work will be “the default by 2024,” leadership is “exploring ways to overcome barriers caused by the new model of work, such as building culture remotely and the application of technology—specifically artificial intelligence (AI) and machine learning (ML)—in critical business use-cases.”

Alicia Dietsch, senior vice president of business marketing at AT&T, said about the survey, “There’s been a non-reversible shift in the way business is done thanks to the constraints of Covid-19. It’s clear that a successful talent program now requires a hybrid work policy, but that policy needs to be supported by a strategic tech-first cultural reset, to ensure business growth and competition.” Dietsch pointed out, “Firms need to ask themselves if they have the in-house expertise to achieve this, or whether it’s now time to go beyond a partner in remote infrastructure rollout to a partner in tech-first remote business strategy.”

Highlights Of The AT&T Study

Hybrid work will be the default by 2024, and half of work will be performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done off-site
Vast majority of businesses lack a detailed hybrid work strategy: 72% lack a detailed strategy and 76% don’t have the right key performance indicators (KPIs) to support hybrid working models
Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model, but 64% believe their organization prefers an on-premise work model
100% of respondents believe a hybrid work model will help attract young talent

It’s interesting to note how quickly things have changed. Last year redefined how companies conducted business with just 24% of respondents’ employees working onsite. Before Covid-19, these nontraditional work models were more likely to be viewed as employee perks.

Lack of workplace innovation, insufficient oversight, and cultural shifts were identified as three barriers to successful hybrid work, but respondents believe they’re not insurmountable. With investment in strategy, building culture remotely, and the application of technology—specifically AI—in critical business use cases, firms can transition to a successful hybrid-first work environment.

The top challenges to effective hybrid work identified by the chief experience officer—a C-suite business executive responsible for a company’s overall experience—include maintaining employee oversight, losing institutional or tribal knowledge, and sustaining company culture—all traditionally highly associated with in-person work.

Mass adoption of new work models has shown to be partially effective, with 79% of firms believing that employees have been productive, although not without resulting challenges, with only 45% confident in employee innovation throughout the period.

Gaurav Pant, cofounder and chief insights officer at Incisiv, said about artificial intelligence and machine learning, “Covid-19 has been the single most transformative event in shaping the future of work. Attitudes toward working models have dramatically transformed over the last 24 months, and the ‘hybrid’ working model will soon become the default. Firms need to upgrade their employee technology stack and undergo a cultural reset to prepare for this new normal.”

Artificial intelligence and machine learning were identified as the top transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning, and conversational help.

The research shows that while employee productivity is maturing, with high analytics adoption, other areas like revenue leakage and employee retention require further investment. A need for deeper analytics and insights, driven by AI, into both the customer and employee can be accomplished by mining and transforming data from remote conversations and interactions to build new models of operation in targeted business functions.

“We’ve taken the first steps into a ‘work-from-anywhere’ world. Removing employees from the workplace was necessary, but creating distance wasn’t,” said Steve McGovern, CEO of Dubber. “Our technology is served directly from AT&T’s networks, as part of an AT&T service enabling organizations to capture every conversation and turn them into data and seamlessly share insights as desired. Knowing and understanding how employees are performing and, indeed, their general welfare can have significant impacts on how businesses manage this hybrid workplace environment. This can be achieved via immediate customer insight including, for example, real-time sentiment analytics. AI makes it possible to mine this vast treasure trove of information,” McGovern added.

“Businesses moved with urgency to distance employees. Now, they need to do the same when it comes to deploying the tools needed to overcome distance. Closing the gap between a business and their customers and employees should be a priority for every executive and it’s available directly from the AT&T service.”

Hybrid Work: The New Way to Work

The “Future of Work” study highlighted that while many firms responded to a shift in working models as needed, this largely resulted in “Band-Aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it. The resulting length of time working remotely is now driving a cultural and technology reset in business to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.

Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity
Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model
Hybrid working is impacting innovation and collaboration: 79% believe hybrid working is effective in driving productivity, but 45% feel it does not support innovation and 54% see it impacting collaboration
Conversational help: 71% believe that AI and ML in conversational help will have an important business impact
AI & ML in conversational insights is transforming work: With the tech having a high impact on employee productivity, customer intelligence, attracting new talent, revenue leakage, call center intelligence, and retaining talent

This article originally appeared in Forbes on 16 March 2022.

julie.niesen@dubber.net | 16 Mar 2022

How to ensure compliance on Microsoft Teams

Blog Post News and announcements

Solving compliance on Microsoft Teams

Businesses need to record their Microsoft Teams calls for various compliance reasons: including limiting liability, resolving disputes, and providing evidence of advice given, transactions, and trades.

Using Teams, shouldn’t mean compromising the compliance standards you set out to achieve or investing in more capital expenditure. The need for a unified and cost-effective approach to communication capture has never been more urgent.

What you’ll find inside

This guide will show how to create a secure, compliant and scalable system of record for every conversation – across Microsoft Teams and other communication channels in your business.

Learn

Why compliance call recording is essential for Microsoft Team
Why on-premise and hosted recording solutions aren’t viable post-COVID
The 15 most important factors in choosing the right call recording solution for your needs

rachel.ko@dubber.net | 15 Mar 2022

Service Provider Trends Outlook

Blog Post News and announcements

Are you ready for what comes next?

Download the whitepaper by leading telecommunications industry analyst firm Cavell Group, to discover the key trends impacting service providers and what every service provider needs to do next.

See What’s Inside

2022 will see the next major shifts in the global communications landscape. From a reassessment of the solutions deployed in the first wave of the pandemic through to the continued and rapid evolution business models to grow revenue, improve operating performance, and drive retention and differentiation.

This paper seeks to highlight key trends and potential paths forward for service providers.

Learn about:

The key telecommunications industry trends including new and emerging competitors
New ways to create value using a multipronged approach
Emerging user trends driving new strategy such as fragmentation of communication

“Successful service providers will be driven by addressing short-term opportunities to seize untapped growth with a holistic approach to transformation.”

rachel.ko@dubber.net | 06 Mar 2022

10 Things Every Business Needs to Know About the Future of Work

Blog Post News and announcements

Dubber and AT&Ts “The Future of Work” study highlighted that while many firms had responded to a shift in working models as needed, this had largely resulted in “band-aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it.

The resulting length of time working remotely is now driving a cultural and technology reset in business – to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.

Hybrid work the default by 2024: Half of work performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite.
Oversight of employees challenged: C-level executives ranked employee oversight, losing institutional/tribal knowledge and sustaining culture as the primary challenges.
Clear gap between C-suite and operational executives: Operational executives ranked onboarding, the lack of a comprehensive strategy, and technological debt as more significant than C-level executives.
Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model but 64% believe their organization prefers an on-premise work model.
Hybrid working strategy and policies are critical to talent attraction: 100% believe a hybrid work model will help attract young talent. 97% believe a hybrid work model will help attract new talent.
Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity.
Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model.
Hybrid working is impacting innovation and collaboration: Hybrid working seen as effective in driving productivity – 79% but not supporting innovation – 45% and impacting collaboration – 54%.
Conversational AI will make a difference: 71% believe that AI and ML in conversational help will have an important business impact.
AI & ML in conversational insights is transforming work: With the tech having a high impact on Employee Productivity, Customer Intelligence, Attracting New Talent, Revenue Leakage, Call Center Intelligence, and Retaining Talent.

rachel.ko@dubber.net | 02 Mar 2022

AI for Hybrid Work: The New Frontier for Service Providers

Blog Post

Hybrid work is here to stay, and will be the default working model by 2024.

It’s official, there’s no going back from hybrid work. But are businesses truly ready to run effectively in a hybrid environment? In new research, it’s clear that employees are all for it, but enterprises are accutely aware they don’t yet have the right technology, strategy, and KPIs in place to do it effectively. This is a massive market for service providers to capitalise on – and is just the beginning.

The Future of Work, a new study by Incisiv, conducted in November 2021 on behalf of Dubber and AT&T, surveyed executives across a broad range of industries to uncover insights into the current state of working models, and where businesses will be in 2024.

In Covid-19 recovery, businesses have spoken. Current and future working configurations have significant gaps in employee oversight and talent attraction, revenue leakage, and compliance activities. The only way to resolve these issues is to implement data capture and intelligence across all work communications. This represents a unique opportunity service providers to offer the infrastructure to do exactly this, across the breadth of communications services.

Data capture, aggregation, and analytics across all mobile, UC, video, and chat.

Who else has the capability to offer a unified data capture and analytics solution across mobile, fixed-line, and Unifed Communications services – Webex, Zoom, MS Teams, and more? Service providers must step up to offer enterprises the solutions they need to effectively do business in this new normal.

Unlock new revenue streams by:

Assisting businesses to deploy optimal hybrid work infrastructure and services
Rolling out AI/ML solutions for communications platforms and services

Dubber and Notes by Dubber are available for fast deployment across services, embedded in service provider networks. Our cloud-native offerings mean zero CAPEX or product management for you, with sales and service support thanks to our team.

julie.niesen@dubber.net | 01 Mar 2022

Introducing Dubber PCI Comply for Amazon Connect

Blog Post Technology

Many credit card processing solutions create serious PCI compliance risks for both consumers and businesses, leaving the door open for fraud, theft, and data leaks. However, with Dubber leading the industry in compliance and enterprise-grade security, a new solution is at hand for any communications on Amazon Connect, including contact centre, voice, IVR, and chat.

“Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.”

With our fully compliant technology, enterprises can feel secure that customers are not at risk of facing card fraud in payments — as a result, we are very excited to announce the launch of our new product, Dubber PCI Comply for Amazon Connect!

As the first PCI DSS solution for Amazon Connect, Dubber PCI Comply will change the way businesses take payments forever — providing complete security and peace of mind for both the enterprise as well as their customers. Dubber PCI Comply enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms. Contact centres with Dubber PCI Comply on Amazon Connect can offer safer options that prevent customers’ credit card data from entering the enterprise environment, instead handling the data capture and processing via a trusted, secure third-party provider.

About Dubber PCI Comply – What does this mean for enterprises?

Dubber PCI Comply empowers businesses to facilitate simple, user-friendly and secure phone payments, ensuring that regulatory demands are satisfied and critical sensitive customer data is protected.

Businesses meet regulatory requirements and obligations around PCI DSS:

Enjoy the benefits of knowing customers’ and internally sensitive business information is protected by Dubber PCI Comply. Seamlessly integrated into Amazon Connect, the solution adheres to PCI DSS compliance standards and prevents any sensitive card data from entering the enterprise environment.

“PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.” – James Slaney, COO, Dubber

Dubber PCI Comply to provide security amid customers payment information

Dubber PCI Comply is a secure phone payment platform that’s PCI DSS compliant, VISA Europe approved, PCI DSS V3.2, ISO27001 and BS10008 certified, with the credentials to prove data is safe and secure.

Dubber PCI Comply is secure, simple and effective.

Dubber sets the benchmark for secure payments— with integrations and deployments that are instantaneous and effortless, cloud-based data stored securely, and the flexibility of agnostic PSP or telephony. Confidently meet the demands of overarching regulatory systems to protect customers and businesses. Try out Dubber PCI Comply on Amazon Connect.

claudia.dickinson@dubber.net | 01 Mar 2022

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

Blog Post

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.

julie.niesen@dubber.net | 19 Dec 2021

Four ways service providers globally are winning with conversational data

Blog Post

Service and solution providers globally are capturing conversations and monetizing voice connections using unified call recording and AI.

Here are the four ways that they are benefiting.

1. Delivering connections and content

Network-native unified conversational recording and AI can be deployed with minimal cost and deployment effort. It means service providers can quickly provide valuable content and intelligence, such as compliance, customer and people insights to customers.

While bundling is traditionally a calling, internet, and video service package, operators can leverage service/content bundling, together with conversational recording and data insights, to help reduce subscriber churn by up to 50%. (S&P Global Insights)

“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.”

– Lorrissa Horton Vice President and General Manager of Webex Calling and Online

2. Accelerated and increased revenue

Service providers are building new and differentiated services with unified call recording and AI that answer customer needs (for compliance, customer and people intelligence) and create a pathway to increased revenue, retention and new customer acquisition.

During COVID-19 recovery, service providers are expected to see new levels of demand across revenue streams in IaaS/SaaS, Cybersecurity, Unified comms, Managed services, and IoT/Industry solutions. (PwC’s Where next for telecommunications?)

“The addition of Dubber into our portfolio has allowed us to unlock new revenue streams in call recording. We share with Dubber a passion to help customers realise the full power of their voice data and achieve compliant communications. The Dubber team provides us with all the support we need to effectively offer this with their Unified Call Recording and Voice AI platform.”

– Paul Harrison Managing Director – Evolve IP

3. AI-Driven Competitive advantage

Service providers are unlocking the power of voice data, AI and NLP as a source of competitive differentiation in every deal and customer account to deliver significant value.

“Dubber has become a crucial partner for Redcentric, we lead with their unified call recording technology but their developments around AI-enriched conversational intelligence really give us the ability to differentiate ourselves and expand the conversation with our customers to add further value.”

– Alex Wilmot, Solutions Director, Redcentric

4. Winning the transition to cloud and work from anywhere

Demand for conversational data has never been stronger, driven by compliance mandates, the need to reduce costs, and a rapidly dispersed workforce working across multiple IP connections.

Growth in unified communications continues to accelerate. Microsoft now has over 280 million monthly active users on Microsoft Teams and over 80 million on Microsoft calling. And UCaaS is following a similar trend with Gartner forecasting it to grow from $46bn in 2020 to $140bn in 2025.

“The collaboration between the M247 and Dubber teams has been excellent. Dubber is changing the field of play when it comes to cloud call recording and conversational intelligence – in-turn this is key value we’re able to provide to our customers.”

– Steve Briant, Head of Enterprise Sales, M247

Moving beyond simply selling connections to monetizing the value of content on the network is a key service provider growth strategy.

Network native conversational recording creates differentiation from day one that only grows as the insights in data are unlocked. Creating a large addressable opportunity from a broad user base creates significant ARR upside. It’s why leading providers from AT&T to Cisco and Telstra are deploying Dubber today.

julie.niesen@dubber.net | 02 Nov 2021

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