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Dubber Expands Microsoft Teams Capabilities with Video Capture and Advanced Recording Controls

Dubber Expands Microsoft Teams Capabilities with Video Capture and Advanced Recording Controls

Press Release

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber), the world leader in Unified Conversational Recording and conversational intelligence, today announced the ability to capture video recordings and perform advanced recording controls on Microsoft Teams.

Dubber video recording for MS Teams delivers certainty of recording on a single platform, real-time search, keyword analytics, and AI-enriched insights. The most advanced recording controls for Microsoft Teams give users greater flexibility and control when recording voice or video calls. The features include the ability to pause and resume recordings, record on-demand or selectively manage which types of calls or meetings are recorded.

James Slaney, COO, Dubber: “Businesses increasingly recognise default and basic recording solutions fail to meet their enterprise-grade requirements for security, compliance and data sovereignty. No other company offers the completeness, scalability and robustness of Dubber’s unified call recording and conversational intelligence capability as a Microsoft Teams certified service.

“Capturing video recordings adds critical context to knowing what was said, particularly as video has become a primary communications medium for every business driven by hybrid work.

“For example, every customer presentation captured, attached and connected to a CRM significantly improves revenue forecasting, sales coaching, training and more. For compliance intelligence, capturing video completes the requirement to know your customer and employees. The release of advanced recording controls provides flexibility and practical control for administrators and end-users to select the types of calls that are recorded and additionally to record on-demand or pause and resume recording.

“We are addressing the critical need for any service provider or reseller of Microsoft Teams to differentiate, drive revenue and increase retention,” added Slaney.

Feature release details:

  • Video call recording: Capture and unify all your video calls, meetings and voice recording on Microsoft Teams in Dubber’s infinitely scalable Voice Intelligence Cloud. Affordable and flexible plan options start as low as $39.95 (USD) per user/month, with 100GB of storage included.
  • AI-powered video: Enrich video recordings with AI to unlock best of breed Dubber AI capabilities such as intelligent keyword search, transcriptions, analytics, sentiment plus tone analysis and real-time notification and alerts.
  • Pause-resume: Users can effectively pause and resume voice and video calls on mobile and desktop. When initiated, it results in the same consistent experience across the native app as well as calls using Dual-Tone Multi-Frequency codes (DTMF).
  • On-demand: Once configured, when a call/meeting begins, it gets recorded only when the user presses the “record” button in Dubber’s app.
  • Selective recording: Allows Administrator users to select which type of calls/meetings are recorded. The following call types will be supported at launch, including the ability to record all call types.
    • Record external parties (determined by users’ tenancy) only
    • Record meetings only
    • Record PSTN only

Dubber is experiencing significant demand from Service and Solutions Providers looking to differentiate their Microsoft Teams Operator Connect offerings. A report by the Cavell Group highlighted that as the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.

Relevant resources:

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

julie.niesen@dubber.net | 28 Feb 2022
Dubber announces cloud PCI compliance solution for Amazon Connect – Dubber PCI Comply

Dubber announces cloud PCI compliance solution for Amazon Connect – Dubber PCI Comply

Press Release

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) a leading global solution provider of Unified Call Recording & conversational intelligence today launched Dubber PCI Comply for Amazon Connect. 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.

James Slaney: COO, Dubber: “Dubber’s aim is to deliver products that focus on speed of delivery and scale of the cloud. With the release of ‘Dubber PCI Comply for Amazon Connect,’ we’ve focussed on the key aspects and benefits of Amazon Connect for Service Providers, Enterprises and Contact Centres. Like Amazon Connect, Dubber PCI Comply for Amazon Connect is driven by our innovative and simple API integration, providing the ability to deploy PCI compliance across an organisation immediately.

“Service providers, Amazon and contact centre solution providers, can now deliver highly differentiated PCI-compliant payments solutions globally. Backed by Dubber’s proven cloud technology, support and carrier grade reliability, Dubber PCI Comply scales to address the needs of the smallest, or largest, call centre environments.

“With continued innovations like Dubber PCI Comply for Amazon Connect, we continue to innovate, delivering ever increasing opportunities for our partners – from service providers, contact centre solution providers and Amazon itself – to differentiate, increase revenue and drive retention. Inline with this, Dubber is continuing the innovation into PCI Comply, by expanding the supported platforms utilised by our Service Provider partners that have similar scale and integration abilities to Amazon Connect.”

Dubber PCI Comply for Amazon Connect masks the contact centre environment during transactions, including agents, enabling Payment Card Industry Data Security Standard (PCI DSS) obligations and requirements to be met. Served entirely from Amazon Web Services (AWS), Dubber PCI Comply can be used by any sized organisation globally and integrates with all payment providers.

Slaney added: “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.

“Too many businesses rely on pause and resume technologies as a method of preventing card payment data from being stored. However, pause and resume does not satisfy PCI DSS compliance and carries significant risk. Dubber PCI Comply prevents the transmission and storage of any card data for Amazon Connect customers eliminating PCI DSS risk and removing the burden of storing sensitive customer payment data while enabling best in class customer and agent experience.”

Amazon Connect supports over 10 million contact centre interactions a day and is one of AWS’s fastest-growing services.

How Dubber PCI Comply works:

Dubber PCI Comply for Amazon Connect for the end customer enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms.

  • The customer wishes to make a payment using a credit or debit card, and the agent asks them to type in their payment card details leveraging DTMF (Dual Tone Multi Frequency) codes using their telephone keypad. If the customer cannot use their telephony keypad, the solution can capture the payment information by voice using speech recognition technology while still maintaining PCI compliance.
  • The agent remains engaged with the customers and the conversation, focusing on providing an excellent customer experience. As the customer enters their card details, the agent sees asterisks in real-time on the user interface.
  • The card information is captured within the Dubber PCI Comply solution before passing it onto the Payment Service Provider (PSP). The agent is notified once payment has been approved or rejected.
  • Without any payment card data to protect, businesses obligations to comply with PCI DSS are eliminated, risk reduced, without disruption to business workflows.
  • Dubber PCI Comply works with voice, IVR & chat
  • Available on the AWS Marketplace, prices start from £8.95 per user/month for PCI Comply for Connect and £11.49 per user/month for PCI Comply for Connect Plus.

Check out Dubber on the AWS marketplace listing.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

julie.niesen@dubber.net | 28 Feb 2022
Connect with Dubber at Mobile World Congress 2022!

Connect with Dubber at Mobile World Congress 2022!

Global News and announcements

We are excited to be exhibiting the world’s #1 Unified Conversational Recording and Voice AI platform at Mobile World Congress 2022. Now is the chance to see our industry-leading solution in action; learn how to add voice data rocket fuel for mobile revenue with Dubber.

Five reasons to visit Dubber

  • Your customers are demanding a network-embedded service for compliant recording and conversational intelligence that extends to every end-point – mobile, phone, video and chat. When your network is mobile, shouldn’t your call recording and AI be mobile as well?
  • Your competitors are differentiating their portfolio and maximising the revenue and retention potential of every connection with Unified Conversational Recording and Voice AI. Make yourself stand out in a sea of UC sameness.
  • Stop paying for legacy call recording. Dubber is the solution 160+ leading mobile networks and service providers are utilising to modernise and monetize their approach to call recording, unifying end-points and enriching recordings with AI to unlock a multi-billion dollar market opportunity.
  • Deploy in minutes on your solutions. We’re the only preferred and native Unified Conversational recording solution on Cisco Webex Calling, can double your revenue on Microsoft Operator Connect, and embed easily in the widest range of communication solutions including MS Teams and Zoom.
  • Boost productivity for your customers. Be among the first to see Dubber Notes in action; the digital meeting organiser and notetaker that integrates with all major online meeting and project management platforms to streamline meetings and drive employee productivity outcomes for your customers.

Schedule a 1:1 demo with the team

We have big prizes on offer when you schedule and attend a demo with the team at Mobile World Congress 2022

  • 5x Apple AirPod Pros
  • 2x Apple AirPod Max
  • We also have a £1,000 travel voucher to put toward your next holiday when you complete our on-site survey

 

Comment from Andy Lark on the event:

“Our debut at MWC is a powerful opportunity for mobile network operators and service providers to get up close and personal with Dubber, to see how our solution helps accelerate innovation and retain more value. The power of native cloud-based voice recording, storage, and voice data across the breadth of your mobile and Unified Communications is undeniable. Schedule some time with us to create a blueprint to 2x revenue on every endpoint.”

 

Schedule a time with Dubber at MWC22!

claudia.dickinson@dubber.net | 10 Feb 2022
The race to offer call recording as a service in telco mobile networks

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
Dubber named on FinTech Global’s fifth annual RegTech 100 list

Dubber named on FinTech Global’s fifth annual RegTech 100 list

Global Investors News and announcements Technology

The new RegTech100 list for 2022 is launched today. Now in its fifth edition, the list recognises the world’s most innovative technology solution providers that offer products and services in the areas of compliance, risk management, information security and financial crime.

The RegTech (regulatory technology) industry has experienced rapid growth over the last two years as financial institutions dealt with rising tide of regulatory changes and rules updates brought by remote working and increased use of digital channels post Covid-19. As a result, RegTech spending by banks and other highly regulated institutions is projected to exceed $130bn by 2025.

It’s not surprising this year’s process to identify the 100 RegTech innovation leaders was more competitive than ever. A panel of analysts and industry experts voted from a longlist of nearly 1,200 companies produced by RegTech Analyst, a specialist research firm. Sixty new companies entered the RegTech100 for 2022 and the finalists were recognized for their innovative use of technology to solve a significant industry problem, or to generate efficiency improvements across the compliance function.

RegTech Analyst director of research Mariyan Dimitrov said, “Banks and other financial institutions are investing heavily into AI capabilities to automate highly manual regulatory tasks, support digital onboarding processes and monitor for fraudulent activity. The RegTech100 list helps them filter through all the vendors in the market by highlighting the leading companies in sectors such as identity verification, risk management, communications monitoring, information security and financial crime prevention.”

Dubber VP of Sales, Simon Broadbent said, “Dubber’s inclusion on the RegTech100 list is a great display of the confidence the market has in us as a leading provider of unified conversational recording and voice AI to the world’s leading banks and financial institutions.”

A full list of the RegTech100 for 2022 and detailed information about each company is available to download for free at www.RegTech100.com.

claudia.dickinson@dubber.net | 06 Dec 2021
Dubber wins The RegTech Association “2021 RegTech of the Year” Award

Dubber wins The RegTech Association “2021 RegTech of the Year” Award

Investors News and announcements Product news Technology

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) today announced that the RegTech Association has awarded Dubber the 2021 RegTech of the Year (Australian-founded).

James Slaney, COO, Dubber: “Unified conversational recording and intelligence unlock a significant opportunity for Service Providers to meet the compliance and surveillance needs of businesses globally. With a record number of applications and supported by a cross-industry judging panel, this award acknowledges the work of our teams and customers.

Recognition such as this furthers our ability to attract new service providers onto the world’s leading conversational recording platform. The days of legacy call recording are over. Hardware, services, siloed data and ever-increasing storage costs are being replaced with compliance solutions delivered as a service, by Service Providers.

Where legacy call recording solutions were tied to a specific application or service, we can near-instantaneously create compliance certainty with our Service Provider partners across all the services they provide – Cisco Webex Calling, Microsoft Teams, traditional unified communication and mobile services through a single pane.

This provides a win for all parties.  Service providers create compelling differentiation and revenue and their customers eliminate the cost, complexity and lack of visibility legacy solutions create. Businesses can now enable their employees to work the way they want to work, and for customers to communicate the way they want to communicate, without compromising compliance or security.”

Until now, the need for hybrid working and rapid adoption of unified communications solutions has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Dubber’s Unified Conversational Recording and Intelligence platform is a foundational service for Service Providers to deliver compliance and surveillance solutions. It enables conversations to be captured in real-time – voice, video and chat – and transformed into data on which AI surfaces insights, alerts and more. From a single platform, data from any number of communications services can be viewed and shared with big data sets and other applications. Businesses can demonstrate they know customers and employees and meet compliance mandates such as MiFID, FINRA, AML & KYC, RG 271, Anti-hawking and more.

Unified Call Recording and Intelligence is now at the centre of modernising compliance and surveillance in industries ranging from financial services to entertainment and travel. By unifying conversations and AI-enriching data, organizations can address critical needs for legal hold and discovery, data retention, auditing, internal dispute resolution, monitoring, alerting and reporting, and more.

About the RegTech Association

The RegTech Association is a global centre of excellence that brings together government, regulators, regulated entities, professional services and founder-led RegTech companies for best-practice collaboration.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

claudia.dickinson@dubber.net | 02 Dec 2021
BT Selects Dubber for Unified Recording and Conversational Intelligence

BT Selects Dubber for Unified Recording and Conversational Intelligence

Investors News and announcements Product news

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) has finalised a partnership agreement with BT that will see Dubber embedded as the default recording and conversational intelligence solution in the BT Meetings suite of managed services, spanning solutions based on Microsoft Teams, Zoom and Cisco Webex.

UK based BT is a leading provider of global communications services and solutions, serving customers in 180 countries.

The multi-year partnership agreement will see BT deliver unified call recording (UCR) to multinational organisations globally. BT has already worked with Dubber to implement UCR services with major financial institutions and the partners are engaged in significant opportunities globally. This new agreement provides for an accretive revenue stream for Dubber with additional revenues determined by uptake of the service by BT customers.

The Dubber and BT solution is the most advanced of its kind. It helps customers meet their compliance obligations for secure and scalable recording and conversational intelligence, and is provisioned as a scalable software as a service. UCR enables enterprise-grade recording and replay of any conversation – voice, video, and text. Enterprises can discover AI-enriched insights enhancing compliance, people, revenue, and customer intelligence by unifying conversations from multiple sources – mobile, unified communications and traditional phones. Together, BT and Dubber will help multinational organisations benefit from conversational AI at scale and eliminate the cost and complexity of legacy call recording and siloed recording services.

Steve McGovern, CEO, Dubber: “We are really pleased to be delivering Dubber unified recording and conversational AI as a core feature to BT, a true global telecommunications leader. The newly released managed service offerings will enable BT to continue to demonstrate its innovation leadership. Multinational organisations can now depend on BT for the high-performing secure connections it is known for, but now also for delivering outstanding value from the content inside every conversation on BT services.

For Dubber it marks another milestone in our journey to Dub the world’s leading networks, AI-enabling every endpoint, and creating high-value technology and distribution partnerships based on our Foundation model.”

Hriday Ravindranath, Chief Product and Digital Officer, BT: “Together we are meeting a critical customer need to know what was said to drive better compliance outcomes, especially in industries such as financial services, improve employee wellbeing and training over UC and enable better customer experience. The partnership announced today by Dubber and BT is just the start of an exciting, shared journey of innovation and collaboration that will shape the future of conversational capture and AI.”

This ASX announcement has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

For more information, please contact:

Investors: Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media: Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

aleksandra.domagala@dubber.net | 02 Dec 2021
Four ways service providers globally are winning with conversational data

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
Your customers know what they want. Are you listening?

Your customers know what they want. Are you listening?

Blog Post News and announcements

A wealth of data is locked in the conversations your business is having with customers. Conversational intelligence is the key to unlocking that wealth so you can differentiate your business in the market, boost revenue and retain customers.

Chances are, you already listen to your customers.

You do if you use call recording for compliance or training purposes.

That means you are capturing valuable insights into business performance.

Listening to what customers say is the best way to understand what they want. Pay close attention and you will know what they think and how they might respond to offers. You will understand them better.

It’s important to hear both the words and the music in a conversation. That is, the tone, the hesitations and other non-word clues.

Do that and you’ll pick up crucial insights you won’t find in other forms of communication.

Until now this has been hard to do.

Face-to-face listening is hard to scale. Team members dealing with incoming calls tend to focus on specifics. That’s how they are trained and it is how they are rewarded.

Any intelligence gathering done the manual way is, at best, secondary.

Now, thanks to Dubber cloud-based call recording, you can listen and understand what your customers are saying. Cloud based recording means you can capture every spoken word. You can collect both the words and the music of business conversations at scale.

There’s something certain about an audio recording of a conversation. Other records, either a written note or a reported conversation are only hearsay. They can’t be substantiated. In a strict legal sense they are little more than rumour. There’s always a degree of uncertainty. With an audio recording, or a written transcript of an audio recording you are dealing with verifiable information.

What’s more, when you capture a conversation by making notes, you are not listening closely enough to what is being said. Your brain is in a translating, transcribing mode. It’s controlling your pen or your figures on a keyboard.

When everything is recorded in the background you can focus on listening.

Better still, the technology means you can automate the listening.

AI, sentiment analysis and other techniques can pay close attention to every moment of every conversation.

Say there’s a barely audible wince when your team member mentions price to the customer. Or a gasp when new product features are described. They are powerful signals that team members might overlook — the software doesn’t miss a beat.

It means for the first time you can know what customers actually think.

You can better understand customers and their needs.

This gives you the power to differentiate your business.

You’ll get better customer satisfaction.

AI tools can warn that a customer is thinking of going elsewhere. You’ll have time to move in early to avoid losing their business.

None of this requires dramatic change to your business process. It uses tools you have at your disposal.

Now is the time to act.

Gartner says by 2025 companies will record three quarters of business conversations.

Voice is the most common communications channel between a business and its customers. Around four out of five customer interactions are voice conversations.

Once you are recording all your calls, it’s a short step to mining them for customer intelligence.

The best way to do this is with cloud call recording. In the past companies installed on premise call recording systems. They linked them to centralised call centres.

That’s useful, but centralised call centres only capture half of all customer conversations. Many businesses have found accessing and mining calls from legacy systems difficult and slow.

These days the interactions that matter take place elsewhere. Remote work teams and mobile employees mean people can take calls anywhere.

That’s why capturing voice data at the network level is vital. A cloud call recording system with instant easy access to conversations like Dubber does this for you.

rachel.ko@dubber.net | 27 Oct 2021
Watch: Dubber’s Customer Success Story on AWS

Watch: Dubber’s Customer Success Story on AWS

Blog Post News and announcements

We’re cloud-native – proudly always have been. Back in 2011, at a time when cloud services were more conceptual than reality over here in Australia, Dubber realised the massive potential of making our product a cloud-native offering.

Partnering with AWS in their first Australian regional offering almost 10 years ago was a no brainer for us – and continues to be a valued and foundational partnership, as AWS goes from strength to strength as the world’s largest cloud services provider.

James Slaney, our Co-Founder and COO, sat down with Aley Hammer from AWS to talk about Dubber’s success on AWS to date.

Watch as James unwraps the power of Voice AI for businesses worldwide, how service providers are leveraging Dubber to create more value for customers on their networks, and how our centralised data services platform on AWS is available at the click of a button.

Thanks to AWS and the power of cloud, we can offer unlimited scale and always-on availability that modern enterprises have come to rely on.

For those with a different enterprise architecture mandate, we’re also ready for your data storage and processing requirements on Azure, GCP, data centres, internal enterprise or hybrid environments – so ask us if you had something a little different in mind.

rachel.ko@dubber.net | 27 Oct 2021
Unlock intelligence from every conversation with Dubber AI

Unlock intelligence from every conversation with Dubber AI

Blog Post News and announcements

Capture more than an mp3, video, or flat transcript – unlock the power of Conversational Intelligence with Dubber AI.

Conversational Intelligence: beyond basic recording and transcription to an enriched data-set of words, speakers, emotions, languages, and themes. With these meaning-enriched data sets, users can create and trigger real-time automated actions and workflows.

Download our Dubber AI whitepaper to find out:

  • How to unlock comms channel data silos with Unified Conversational Recording
  • How we embed Dubber AI into every conversation; to hit compliance mandates, plus fuel revenue, people, and customer intelligence
  • What’s under the hood in Dubber AI & the Voice Intelligence Cloud
  • Use cases & best practices for Dubber AI-enhanced conversational analysis & actions – improve customer experience, boost employee performance, heighten fraud detection, and more
Capture conversations, enrich with AI for the full picture, surface dataset insights in real-time, and create trigger-based actions on conversations as they happen.

Here’s how Dubber AI does it.

rachel.ko@dubber.net | 18 Oct 2021
Roadmap 2025: 3 Key Strategic Rollout Goals for Conversational Intelligence in Business

Roadmap 2025: 3 Key Strategic Rollout Goals for Conversational Intelligence in Business

News and announcements

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

Gartner’s prediction, one we quote often, comes from the Top 10 Strategic Predictions for 2021 and Beyond: Resetting Everything. The paper is one that clever CIOs use to help shape their company’s strategic plans, capturing trending societal, business, and technological changes to ensure successful business advantage going forward.

So what does this mean for business and government over the coming years?

Conversational Intelligence is a powerful tool, but one that needs strategic direction to have the most significant impact on business. 

Map timelines for successful business outcomes with these three key goals.

 

1. Meet compliance mandates and decrease risk

“In 2020, penalties have totalled $10.6 billion for non-compliance with Anti-Money Laundering (AML), Know your Customer (KYC), data privacy and MiFID (Markets in Financial Instruments Directive) regulations.” – Up Close and Personal; The Year of Personal Accountability, Fenergo

Hitting compliance mandates is the lowest-hanging fruit for strategic planning in Conversational Intelligence today. It is possible to satisfy compliance mandates and legislation in voice conversations within company, industry, affiliative, and regional requirements today with Conversational Intelligence.

With growing business data and information security overheads and reporting mandates across all sectors, business voice conversations also need capturing to ensure compliance. Unified Conversational Intelligence is the only solution.

To do this effectively, companies must ensure:

  • The unified conversational intelligence solution records all relevant in-person and remote voice conversations – it needs to do so with appropriate controls in place and without ties to specific applications, rather as a service
  • Recordings, transcriptions, and conversational data and metadata sets are stored in accordance with relevant data security requirements and timelines
  • Conversational Intelligence data is quickly searchable, replayable and reportable
  • A unified conversational data set is secured, protected and managed to the same standard as all datasets

Phase two of creating business outcomes – whether for compliance, revenue, people or customer intelligence – is to present multi-dimensional insights such as instant notification of breaches or risky activities, flagging keywords (e.g. ‘offshore’, ‘cancel’, ‘unhappy’) or behaviours (e.g. angry customer).

 

2. Conversational Intelligence value streams aligned to business strategy are identified and actioned

“It’s the opportunity to take your existing product line and market it better, develop it better, use it to improve customer service, or to get a 360-degree understanding of your customer. Data Strategy is driven by your organization’s overall Business Strategy and business model.” – Data Management vs. Data Strategy: A Framework for Business Success, Donna Burbank, Managing Director at Global Data Strategy

The problem facing leaders is that the applications of Conversational Intelligence in business are near-endless. Aligning your Conversational Intelligence focus with key areas already outlined in your strategic plan (or digital transformation strategy) is where you gain the most value from this technology. The same goes for any data-generating activities.

Here are two areas of business improvement identified in a strategic plan and how Conversational Intelligence can help.

Increase productivity in sales revenue

Conversational Intelligence can sit in on sales with every call, every meeting, every ‘coffee catch up.’ From these conversations, it’s easy to identify the tactics, scripts, keywords and emotional indicators that help close sales with customers – and re-train employees to follow successful strategies.

Improve customer experience

If your goal is to increase customer lifetime value via loyalty born of great CX, you need insights on your customer interactions. Rather than ‘How’d we do’ emails, you can automatically analyse all customer interactions (for both customer and employee) to identify where improvements can be made. This could identify key pain points in business for customers and how to solve them, when employees need to be coached due to their manner, or which topics are taking up considerable amounts of time and how to rectify that.

 

3. From data insights to Intelligent Automation

“While there is investment in IA broadly, only 10 percent of respondents are integrating solutions across its various dimensions: automation, artificial intelligence and smart analytics. While initial fragmentation of efforts is not to be unexpected, organizations need to move quickly to understand how, when and where to integrate efforts across technologies to fully optimize their potential.” – Easing pressure points: The state of intelligent automation, KPMG

Automation should be deployed throughout the business for operational efficiencies – and Conversational Intelligence is a tool that can be used to identify where automation opportunities lie.

For instance:

  • Repeated keywords across a wide customer base can identify areas for switching over to web-based self-service to free up operator time
  • Action items mentioned in video meetings automatically create and assign tasks in project management systems
  • Competitor and product mentions can trigger on-the-fly competitive product analysis reports to display on screen for employees to speak to during the conversation

Creating intelligent automation throughout the business based on data requires significant thought and ongoing investment, but simply can’t be ignored – it’s time to action.

 

Let’s talk

Conversational Intelligence is available now with Dubber – a cloud-native, compliant, fully scalable solution available across all your usual communication channels. We go beyond basic voice recording and transcriptions to an enriched dataset of words, speakers, emotions, languages, and themes. With these meaning-enriched datasets, you can create and trigger real-time automated actions and workflows. Start planning your roadmap to doing more with your business data with Conversational Intelligence & Dubber.

Let’s chat.

rachel.ko@dubber.net | 14 Oct 2021