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Dubber acquires world class AI technology company Notiv

Dubber acquires world class AI technology company Notiv

Notiv brings AI-driven notetaking and action items to every call and meeting

Adds advanced technology capabilities in real-time transcription, artificial intelligence, and advanced natural language processing

Adds revenue generating service to existing and expanded Dubber customer base

Delivers product capabilities that enrich Dubber Foundation and broader service provider offering

Accelerates Dubber’s AI program and expands Dubber core offerings

Circa A$6.6m acquisition by way of cash and equity

 

Melbourne, Australia – 20 September 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber) announces today that it has acquired Brisbane, Australia based technology group Notiv (https://www.notiv.com). Notiv is a developer of innovative cloud-native AI-based products that turn meetings into transcribed notes, summaries, signals, actions, and more.

 

Steve McGovern, CEO, Dubber:
“One of our fundamental beliefs is that artificial intelligence has a part to play as a standard feature of every call and conversation. Notiv is a significant step towards achieving this in that it has clear and defined use cases for everyone from individuals to the largest of enterprises. With Notiv, Dubber will now have the ability to automatically take notes and create action items on every call. We are confident that our telecommunications carrier and service provider partners will see enormous potential for revenue-generating value-added services for their customers at scale.

We welcome the Notiv team to Dubber along with the AI and data science expertise they bring. We see the teams combining to form the core of our Dubber AI Labs for developing future AI capabilities.

The integration of the Notiv business is accretive for both parties in that Dubber can expose the fantastic capability of the Notiv offering to a global customer base and the Notiv team can develop a continuous stream of revenue-generating services for Dubber’s addressable market.

Dubber’s overall strategy is to grow organic Annualised Recurring Revenue (ARR) while augmenting that growth with strategic acquisitions where possible. Acquisitions must either add accretive and synergistic revenue or provide substantial product and technology capability, which will drive organic ARR growth. The Notiv acquisition reflects that strategy perfectly, and the speed at which the parties have executed the transaction now enables the Company to continue to pursue other identified opportunities.”

Notiv will be available to Dubber Foundation Partners, select service and solution providers and sold alongside other Dubber solutions for businesses and Government.

 

Chris Raethke, Co-Founder & CEO, Notiv:
“The Notiv team is exceptionally proud of the technology we have developed. The ability to roll out Notiv globally with the world’s leading service providers is an unmissable opportunity. The chance to join the Dubber growth journey at this time and expand Dubber’s AI and NLP capabilities is exciting for all of us. We are confident that the combination of Dubber and Notiv will deliver incredible value to customers, businesses and our fellow shareholders alike.”

 

James Slaney, COO, Dubber:
“Dubber has over 150 global service provider network partners as well as all of the world’s primary unified communications solutions – and is the only true native, cloud-first service of its kind.

Our strategy has always been to use this footprint to deliver layers of value and drive associated revenues. Notiv suits this strategy perfectly and accelerates our existing AI program in three ways.

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better by automatically enabling voice data to replace or improve note taking. We believe that the ability to create notes, highlights and action items in every video and phone call provides invaluable use cases for every demographic, from individuals to large enterprises, thereby expanding Dubber’s already large addressable market. Enhanced productivity can benefit everybody in all methods of communication. For example, a tradesperson on a mobile phone call 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 believe that the ability to deliver this capability directly from the network will be a compelling proposition for both existing and new service provider partners. As well as the opportunity for service providers to drive new services, incremental revenue and differentiation, we believe that Notiv is an ideal product to increase the value of our industry-first Foundation Partner program.

Finally, 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 connectivity to extracting the value in every conversation on their networks. They’ll now be able to do that with Dubber Notiv on the same hyper-secure, scalable and compliant infrastructure that Dubber has already made available to over 150 service providers globally – including all the world’s leading UC solutions.”

 

Key Transaction Terms:
Dubber has acquired Notiv through the purchase of all of the issued share capital of holding company Pinch Labs, Inc., a US corporation that wholly owns and operates the Brisbane-based operations and technology

Aggregate consideration of approximately A$6.6 million

A$5.15 million paid in cash at completion and the balance, representing 24.8% of the consideration, is to be satisfied by way of the issue of 386,277 Dubber fully paid ordinary shares at a deemed issued price of A$3.75. The shares will be issued within Dubber’s existing Listing Rule 7.1 issue capacity

Key management and employees are to stay with the business, including Chris Raethke, Co-Founder & CEO and Dr Iain McCowan, Co-Founder and CTO

The agreement also includes provisions customary for a transaction of this nature, including warranties and representations, confidentiality and non-competition/solicitation

 

Strategic Rationale
Accretive fundamentals. Proven application and technology with customers with strong product-market fit and alignment to the Dubber solution set

Enriches Dubber’s service and solution provider offering – and current product offerings. Accelerates Dubber’s technology roadmap both in terms of providing Dubber with access to AI technologies and also adding a critical and differentiated product

Furthers differentiation and value of Dubber Foundation Partner Program – and its more than 150 service and solution provider customers worldwide

Broadens Dubber’s conversational intelligence offerings

Dubber to accelerate the adoption of Notiv globally. Provides Notiv with critical sales and marketing resources to scale go-to-market capabilities

Strong synergies in product approach mean technologies can be easily unified into common platforms with the potential to create efficiencies over time

Key shareholder support. All key management shareholders retained in the business with incentives to continue strong performance

 

Financial Impact
Scrip and cash consideration up-front. No further amounts payable

No incremental investment in staff or technology required to achieve scaling

Strong potential to enhance future revenue (or stated revenue), typical of an early-stage technology venture

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

 

Press Release: Dubber Adds Compliant Video Recording for Cisco Webex Meetings

Press Release: Dubber Adds Compliant Video Recording for Cisco Webex Meetings

  • Answers critical need for recording, replaying, and revealing insights across video conversations
  • Dubber for Webex Meetings Video add-on pack and Video storage add-ons available today
  • For a limited time, all Webex Meetings Dubber Premier subscription plans get video add-on pack free for 6 months

     

 

Melbourne, Australia and Dallas, Texas – 19 August 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber), today announced that it has launched compliant video capture to its cloud call recording and voice AI services for Cisco Webex Meetings. Dubber personal and confidential call recording is embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

Businesses and individual users with compliance and regulatory requirements to record and store their communications can now securely capture every call, and video conversations including, one to one video calls and multi-party video conferences on the Cisco Webex Meeting platform via Dubber.

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables video recordings with instant insights, analytics, transcriptions, sentiment analysis with Voice-AI powered alerts and notifications all 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.

“Video has become a primary communications medium for every business,” James Slaney, COO, Dubber. “With the release of compliant and secure video recording options for Webex meetings we’re enabling video to be captured, reviewed and intelligence generated alongside call records.”

“We’re answering the need to address compliance mandates in a work from anywhere world with advanced functionality, secure ease of access and economically scalable storage. There are equally important opportunities for business and government to improve employee coaching and productivity, resolve customer disputes with ease, and automatically generate real-time customer and employee satisfaction data,” added Slaney.

 

Background: Dubber Video Capture on Cisco Webex Meetings

  • Available to all Cisco Webex Meetings customers
  • Available for order now from Cisco, Cisco Partners and registered Dubber resellers on CCW
  • Dubber cloud call recording now captures and unifies all voice and video data
  • Flexible and affordable plan options start as low as $39.95 (USD) per user/month, which includes Video add-on pack with up to 100GB video storage per user
  • Video storage add-on pack (1TB) in the Voice Intelligence Cloud available for users and accounts with expanded storage needs. Video Storage add-on packs start at 1TB storage for $100 (USD) per month for an account
  • Additional Dubber compliance, storage, transcription and AI plans are available immediately
  • Access more information here.
  • Access Dubber on Webex Meetings via Cisco AppHub 

Background: Cisco Webex Meetings

Cisco® Webex Meetings delivers over 25 billion meetings per month, offering industry-leading video and audio conferencing with sharing, chat, and more.

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 call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. 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                                   UK Media: James Taylor | The PR Network

simon.hinsley@dubber.net                                james.taylor@thepr.network

+61 (0) 401 809 653                                          +44 (0)7796 138291

AU & NZ Media: Terry Alberstein                      US Media: Charlie Guyer, Guyer Group for Dubber

terry@navigatecommunication.com.au             charlie@guyergroup.com

+61 (0) 458 484 921                                           +1 617 599 8830

Dubber Unified Call Recording Arrives on the Ingram Cloud Marketplace in EMEA

Dubber Unified Call Recording Arrives on the Ingram Cloud Marketplace in EMEA

London, August 2021 – Ingram Micro, the leading global distributor of cloud-based IT products and services, today announced that Dubber, the world’s first and leading provider of cloud-based unified call recording and voice intelligence, is now available to all channel partners and resellers via the Ingram Micro Cloud Marketplace in Europe, Middle East and Africa.

Dubber’s unique value is in its ability to enable the secure cloud recording of voice calls and collaboration meetings from any device, location or collaboration platform – connecting directly at the network layer with over 150 service providers globally including BT, AT&T, Verizon, Telstra and O2, as well as collaboration platforms like Zoom Phone and Meetings, Cisco Webex Calling and Microsoft Teams.

Dubber’s AI-driven Voice Intelligence Cloud enriches voice data, generating business critical insights, real-time search, alerts, transcriptions and sentiment analysis – enabling businesses of any size to automatically record every call to meet compliance mandates; improve sales and service performance; and unlock the possibilities contained within voice data.

The availability of Dubber on the Ingram Micro Cloud Marketplace provides all channel partners and resellers an opportunity to differentiate their UC offerings to customers, with a uniquely scalable and quick-to-deploy solution that eliminates the cost, complexity and limitations of traditional legacy call recording solutions.

Dubber is one of the first recording platforms to be certified for compliance by Microsoft for integration directly into Microsoft Teams. Dubber also recently acquired Speik, the leading UK provider of mobile call recording and PCI payments solutions.

Ovi Gherghel, Cloud & Cyber Security Country Leader (UK&I) at Ingram Micro UK said: “The launch of Dubber on to the Ingram Cloud Marketplace couldn’t come at a better time for us and our partner community in the UK. As the world settles into hybrid remote-working, businesses need a compliant solution that can capture call recordings across networks and applications and support work from anywhere, at any time… Dubber can now fulfill that need.”

Simon Broadbent, VP Sales at Dubber said: “Gartner predicts that by 2025, 75% of conversations at work will be recorded, with many of those conversations taking place over service provider networks and collaboration platforms such as Microsoft Teams. All of Ingram Micro’s partner and reseller community will now be able to harness that market opportunity by integrating Dubber into their customer offering.”

Steve McGovern, CEO of Dubber, said: “There’s no doubt the 2020/21 pandemic has accelerated the adoption of communication technologies to keep up with the demands of virtual collaboration and hybrid work arrangements. Dubber allows regulated businesses to maintain compliance across traditional and remote-workforces, creating an invaluable addition to channel partners’ offerings.

 

About Ingram Micro:


Ingram Micro Cloud is a global division of Ingram Micro and employs more than 1,500 dedicated cloud specialists worldwide. Among this large pool of experts are 400+ cloud sales associates and 700+ engineers. Its innovative platform and services offerings power some of the world’s most pioneering and successful companies. As a premium cloud services provider, Ingram Micro Cloud views cloud as more than a single technology – it is a foundational platform capable of underpinning the digital transformation. For more information, please visit uk.ingrammicro.com.

 

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 call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. 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 storag

Future proof your business with open voice intelligence

Future proof your business with open voice intelligence

Open voice intelligence starts with either transforming legacy call recording and implementing unified call recording that transforms any and every conversation into data. From there the Voice Intelligence Cloud does the work – unifying conversational data sets and unlocking intelligence once lost at the end of every conversation – or in data silos and applications.

Traditionally, call recording was deployed as a necessary means to monitor agent performance, enable dispute resolution or enforce verbal agreements. Call recording was expensive, cumbersome and application-centric, which meant it was primarily adopted by enterprise contact centers and other places where only the most crucial of conversations occurred.

Application-centric call recording limits the capture of the broadest possible set of business conversations because it’s tied to a narrow set of devices/endpoints and specific application needs.

Often, less than 10% of crucial conversations are captured. The downstream impact is that essential data is lost, limiting broader data correlation and trapping data.

Modern call recording is cloud-based and deployed as SaaS. 

The benefits of this for businesses include rapid deployment (deployed in minutes or hours, not months), significant cost reductions and the ability to capture, store and unify all business conversations, turning this into highly valuable data and insights for businesses.

This marks the start of open voice intelligence. Powered by API’s, data and insights are portable, easily federated to other business data, tools, systems and software.

Starting with Voice data.

Once companies capture all their crucial conversations and voice data, the requirement becomes to make the data accessible and portable in real-time.

For all this to work, you need to orchestrate and leverage APIs, to deliver scale in an automated manner. API’s federate the correct data and insights to the right system, with little to no human intervention, allowing automation and scale.

Automate and accelerate intelligence, accurately.

The Dubber platform is architectured around an open API, authorising companies to control, automate and self-serve, tailoring functionality and data outputs to fit and connect to specific platforms or software. Outcomes include:

  • Revenue Intelligence: Port crucial conversational data with new prospects or existing customers, integrated into your CRM or sales revenue tools.
  • Customer Intelligence: Good customer service and speedy dispute resolution is predicated on timeliness. Connecting the Dubber API to workflow tools based on spoken keyword triggers or phrases such as ‘I want to speak to your manager’. Solve disputes efficiently and focus on delivering outstanding customer service and experiences.
  • People Intelligence: Knowing how your people are feeling and operating is critical to business success. Remote and hybrid workforce arrangements have only exacerbated the challenge of knowing. Capture conversations with sentiment and tone insights, all of which can be integrated into your people management tools to enable more tailored training or support needs.
One of the most popular ways Dubber customers are leveraging the API today is for:
  • Business Intelligence: Connecting call recordings and data such as call volumes, categories (based on tags), alongside sentiment rating, tone and or keywords and phrases into data visualisation tools such as IBM Cognos, Tableau and Google Data Studio. Dubber customers are informing vital business decisions such as resourcing, increasing or decreasing marketing/promotional spend or making capital decisions based on products or services mentioned.
Listening when where we listen changes

Listening when where we listen changes

Ending not knowing in financial services

Two aspects of the 2020 pandemic lockdown transformed the way financial institutions handle compliance.

First, Bankers and others in the finance sector stopped interacting face-to-face with customers. An industry that relied on face-to-face interaction and in-person transactions had to find new ways of working.

Second, employers sent staff home to work. Within days employees equipped their home offices with suitable devices and fired up their broadband connections. Video conferencing tools like Zoom, Microsoft Teams and Cisco Webex moved centre stage.

It took some doing. Before lockdown the finance sector had plenty of digital capability. Parts of the industry had been online for decades.

Yet most video interaction focused on internal use. If you could find video conferencing anywhere in a financial institution, chances are people were using it for internal meetings.

Despite no-one anticipating a worldwide pandemic, the sector pivoted. Those inward-looking cameras and microphones now face customers. Businesses moved further online. Like everyone else, compliance staff adapted to life where many people no longer work from an office.

Unsurprisingly this switch brought new compliance challenges.

How do you authenticate a client who wants to give transactional instructions in a Zoom call? How do you know what is being said when it is being said outside of your traditional call center and phone connections? What does quality assurance look like in this new world? Is it possible to reconstruct a transaction from end-to-end across multiple end-points? How will you prove your KYC obligations?

At the same time, customers started to assert their preferred means of communication more strongly. For some that’s Wechat. For others it’s Teams. And others use Whatsapp.

And, while customer confidence in transacting digitally grew exponentially, the primacy of voice remained unchanged. Today, voice remains the preferred means of communicating for any crucial transaction or conversation.

This is where unified voice recording shines. It captures and records any conversation that takes place over any network or channel. It works with telephony, messaging or video conferencing technology.

Because it lives in the cloud and captures voice at the network level, financial services professionals can use unified call recording anywhere.

Unified voice captures working from home calls in the same way it captures calls made at the office. Best of all, it pulls together data from multiple conversations made through multiple channels.

Once captured the information sits in a single central repository that is accessible from anywhere. There’s a clear trail for managers and compliance professionals to follow.

While technology connected us, it didn’t end not knowing. Our ability to listen and collect data was further limited, amplifying an existing problem: not knowing.

Not knowing what someone said and when they said it. Not knowing if the people concerned fulfilled all their obligations.

As we continue to connect in new ways, we also need to learn to listen in new ways. And Unified Call Recording fueling Voice Intelligence is a critical part of the answer.

Why a Certified Microsoft Teams Recording Solution is Essential for Compliance

Why a Certified Microsoft Teams Recording Solution is Essential for Compliance

The unprecedented events of 2020 drove adoption of Microsoft Teams globally as businesses were forced to adapt rapidly to continue their operations with a dispersed workforce. Ensuring continuing compliance with industry regulations has been a challenge for enterprises using Microsoft Teams, until now.

The Importance of a Certified Compliance Call Recording for Microsoft Teams

An automated, policy-based recording solution certified by Microsoft that seamlessly integrates with Microsoft Teams is a critical piece of communication infrastructure. It is also essential for ensuring Microsoft Teams communications compliance.

Dubber is among the first Call Recording solutions to achieve compliance call recording certification for Microsoft Teams. And from what we can tell, the only certified call recording solution capable of delivering Unified Call Recording.

What makes Compliance Unified Call Recording different?

Legacy call recording solutions capture call recordings from a small range of end-points; they are often specific to an application; and typically require hardware, software and professional services. Dubber is truly network native and cloud based. This means compliance call recording is provisioned with a click, any number of endpoints can be captured, and any recordings can be stored in the infinitely scalable Voice Intelligence Cloud.

Just like Dubber is native to Microsoft Teams, it will work as well for mobile, desk-phones and more. And it’s open API and out-of-the-box integrations with popular software like Salesforce mean you’re not tied to seeing your voice data, beautiful transcriptions and AI-enriched insights in Dubber.

Enabling Continuous Compliance for Microsoft Teams Customers

Businesses in regulated industries such as banking, government, insurance and financial services sectors can now meet their legal and regulatory obligations for Microsoft Teams users in call centre, branch, and work-from-home environments simply, easily, and with confidence.

By recording calls with Dubber, financial services firms can use Microsoft Teams with confidence knowing that they can automatically record, store and encrypt all call data as required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more.

Dubber’s cloud based compliance call recording solution frees financial institutions from the restrictions of application-specific and infrastructure-based call recording normally confined to call center environments. Dubber offers a cloud-native solution that records directly from the network to complement remote working.

Discover the gold standard in compliance call recording for Microsoft Teams today.

Keeping call recording PCI compliant

Keeping call recording PCI compliant

Not all information is equal. Some can be stored and used. Other information can’t.

The question is how to separate what can and can’t be recorded and stored when your aim is to capture crucial conversations while also ensuring PCI DSS compliance.

Fortunately there are solutions, but not all are created equal.

The dangers of redaction

There is an old saying: prevention is better than cure. As far as PCI solutions for call recording go, there are preventative measures and there are cures. PCI redaction solutions are cures. Customers give all of their payment information to contact centre agents while the call is being recorded. Not only is the information taken by the agent, but it’s now been processed and recorded. Redaction solutions rely on AI to detect the correct information to delete and no solution is 100% effective.

PCI compliant call recording options

Now for the preventative measures: pause and resume and payment gateways. These solutions stop identifiable information from ever being recorded, so there’s no need for an AI bot to go through recordings and transcripts with a black pen.

PCI compliant payment gateways

Payment gateways are the ultimate gold standard in PCI compliance solutions. Not even the contact centre agent has any knowledge of the customer’s details as these are entered by the customer through their keypad. Any dual-tone multi-frequency (DTMF) tones are masked and the agent sees asterisks appear on their screen instead of characters.

Pause and resume for PCI compliance

Payment gateways aren’t for everybody. Depending on the PCI requirements of your business and your budget, a pause and resume solution may be more suitable. Choose from manual or automatic options, depending on your needs.

Manual solutions put the pause and resume of recording in the hands of contact centre agents – allowing them to stop recordings when sensitive information is about to be shared. Of course, this method opens up the potential for human error.

PCI DSS guidelines recommend that merchants using this method check their recordings weekly for identifiable information.

Automatic pause and resume is triggered by window or URL changes, or through custom triggers using an API. Desktop clients don’t require any custom developments and can be easily integrated, while API solutions are more robust, with a lower risk of end-user interference.

Chat to a Dubber compliance expert today to understand how to address PCI compliance when recording calls and storing conversational data.

Dubber achieves compliance call recording certification for Microsoft Teams

Dubber achieves compliance call recording certification for Microsoft Teams

PRESS RELEASE

Dubber achieves compliance call recording certification for Microsoft Teams

Rigorous, in-depth third-party certification process ensures user experience meets all Microsoft-defined quality and security parameters

Melbourne, Australia, and Dallas, Texas, 2 February 2020 — Dubber today announced that it is among the first Unified Cloud Call Recording solutions to achieve compliance call recording certification for Microsoft Teams. To be certified under the Microsoft program, companies are required to submit their solutions for rigorous third-party approved testing for quality assurance, performance within the Microsoft Azure environment, interoperability and compatibility with the Teams user experience, security and compliance, marketing and customer support.

Achieving Teams Certification for the Dubber Unified Call Recording (UCR) solution means service provider partners, channel partners and enterprises are ensured of a trusted solution that has met the highest levels of testing for the Teams platform. Spanning several months of rigorous testing, Dubber’s solution met and, in many instances, exceeded the parameters of the certification process for voice, video, and screen share. As a part of the certification process, Dubber will also be included in the Microsoft AppSource Marketplace for compliance.

“Achieving Microsoft Teams Certification for Compliance is a significant first for Dubber and our partners. Successfully completing this rigorous level of testing, our service provider partners and enterprise users can be confident the Dubber platform will meet their requirements for security and compliance call recording on the Teams environment. The Teams compliance certification is especially significant for our customers in the banking, government, insurance, and financial services environments who are often under legal mandates to record and store call recordings. With Dubber, they can eliminate costly on premises and cap-ex intensive solutions and meet their obligations for Teams users in call center, branch and work-from-home environments simply, easily and with confidence,” said Adrian Di Pietrantonio, EVP, Global Platforms & Partnerships, Dubber.

Mike Ammerlaan, Director, Microsoft 365 Ecosystem at Microsoft Corp. said, “Our partners are an essential part of meeting our customers’ communication and collaboration needs with Microsoft Teams. We are pleased to have Dubber successfully complete the Teams compliance recording certification process. This can help their customers– especially in the financial services sector –stay compliant and meet their call recording obligations for calls placed in Teams.”

Background:

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 call recording for compliance, business intelligence, sentiment analysis, productivity and more from any endpoint. 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, ties to specific 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 Albersteinterry@navigatecommunication.com.au+61 (0) 458 484 921

Dubber Signs Hybrid Cloud agreement with IBM

Dubber Signs Hybrid Cloud agreement with IBM

New agreement expands reach of Dubber’s Unified Call Recording & Voice Intelligence Cloud with IBM & Ingram Micro Advances Dubber vision for ‘AI on every Phone’

Sydney, Australia, 7 December 2020: A leading global provider of cloud-based call recording and voice AI, Dubber (ASX:DUB), is the latest Australian company to sign up to utilise IBM hybrid cloud technologies as part of their product offerings. The new three year agreement will see Dubber expand its industry-leading Unified Call Recording and Voice Intelligence Cloud services to include IBM Hybrid Cloud and advanced security through IBM Hyper Protect.

Dubber has been working with IBM over the past 18 months to develop a cloud-based solution which uses IBM Watson Speech to Text to transform call recordings into actionable data that can be tagged, recalled, analysed, searched and saved as text to store all telephone interactions in the cloud. The solution will be available via Dubber’s existing solution providers and partners.

Dubber CEO, Steve McGovern, said, “Continuing to expand our successful partnership with IBM to include IBM Hybrid Cloud and Ingram Micro distribution will further accelerate our vision of putting AI in every network and on every phone. The security and scale at which we can achieve Unified Call Recording will enable networks to make the crucial shift from connections to delivering value from the content on the network like never before.”

“Together we are transforming the economics of capturing conversations – using the Cloud, AI and infinite scale – for service providers in a way that will ultimately enable it to be offered as an ubiquitous service,” added McGovern.

“Hybrid cloud is swiftly becoming the dominant force driving change in businesses. As companies work to modernize workloads and build new business applications on the cloud without jeopardising security and control, they are turning to IBM Cloud,” said IBM Head of Cloud for ANZ, Anthone Withers.

“As part of this agreement, we are also helping Dubber expand their business globally as an independent software vendor (ISV) through Ingram Micro so they can continue to grow, and expand their network.”

IBM’s hybrid cloud approach is built on a foundation of open source software, security leadership, and enterprise-grade infrastructure. Data protection and security services have been embedded into IBM’s hybrid cloud architecture to protect a client’s processes, applications and cloud services, while managing compliance requirements. For example, IBM Cloud Hyper Protect Crypto Services will provide Dubber’s customers with a heightened level of security as they control their cloud data encryption keys – ensuring that only the client has control over their crypto keys – and that not even IBM can access.

Additionally, earlier this month, Dubber announced its inclusion in the 35+ member strong partner ecosystem for IBM Cloud for Telecommunications: an open, hybrid cloud architecture designed to help telecommunications providers address the specific challenges of the highly-regulated industry: accelerating business transformation, enhancing digital client engagement and improving agility as they modernize their enterprise applications and infrastructure to unlock the power of 5G and edge.

As part of its work with the ecosystem, Dubber’s Voice Intelligence Cloud will integrate and be interoperable with IBM Cloud for Telecommunications, to help enable providers to deliver next generation Unified Call Recording and Voice AI Services on one cloud platform.

For more information about IBM visit www.ibm.com.au

Your call recording for compliance checklist

Your call recording for compliance checklist

The twenty features you need to ensure your call recording solution meets your compliance needs.

1.Are your recordings clear and accurate?

Recording for compliance is all about accurate record keeping. If all you’re recording is background noise, or broken speech from a poor connection, you’re not really fulfilling your compliance requirements. Your call recording solution should record directly from the network to make sure that every word is crystal clear, no matter the quality of the call.

2.Is your storage secure enough?

When it comes to compliance, particularly in the financial services industry, you’ve got to be in it for the long-haul. Regulations such as MiFID II can require companies to store their recorded conversations for up to 7 years, or even longer. Your call recording solution must have the storage capacity to securely store recorded calls long-term. Cloud storage has a significant advantage over on-premise storage here, as there are no worries about ever running out of space.

3.Can your call recording solution scale to meet demand?

Speaking of storage and capacity…to make sure you capture every single conversation, your call recording solution will need to be scalable enough to cope with multiple concurrent recordings. If you’re running a huge global organisation, there could be hundred or even thousands of conversations happening at once. You need to ensure that all of these calls are recorded.

4.Are your recordings encrypted?

Captured calls need to be protected. With conversations containing highly sensitive personal data, these recordings must be encrypted. And we don’t just mean in storage. Data should be encrypted in transit with transport layer security, as well as at rest. AES-256 is one of the strongest block ciphers available – we encrypt every protected object with a unique encryption key. The object key itself is then encrypted with a regularly rotated master key, for that extra layer of protection.

5.Are you able to record every single call?

We’ve never navigated as many communication channels as we do today. Whether taking client calls on your mobile while we work from home, or chatting with colleagues over Microsoft Teams, for regulatory compliance you need a Unified Call Recording solution that can capture calls across every device and channel.

6.Is your data protected by geographic redundancy?

To really ensure stored data is fully protected, there should be redundancy measures in place to mitigate risk. On-premise solutions can’t compete with the ability of cloud platforms to deploy across multiple data centres within a geographic region. Platform loads can be spread across data centres to provide full redundancy across all elements, including storage.

7.Is your solution available, even in unprecedented events?

Another area that cloud solutions excel in is availability. The various elements of cloud platforms can be decoupled and run as separate services, while processing can be swapped to different servers without downtime. Cloud platforms deploy load balancers to manage traffic and scale processes. Data centre connectivity can be managed and, in the event of catastrophic failure, moved accordingly across the platform architecture.

8.Is all of your data held in one place?

Having data stored in multiple locations is a compliance nightmare. In order to reduce the complexity of compliance, all of your organisation’s recorded conversations should be stored in one unified repository.

9.Do you have a retention policy in place?

Deleting data once it’s no longer required is as equally important as storing it securely in the first place. Particularly when it comes to compliance with regulations like the GDPR, it’s vital that organisations erase data when they no longer have a legitimate purpose to store it. Your call recording for compliance solution should include the option to set retention periods for recordings so they are automatically deleted after a specified period.

10.Are you prepared for a legal hold request?

Legal hold requests can happen at any time. These events mandate the preservation of information, including recorded calls, and can cause hassle for businesses if their data isn’t stored in a unified repository. To cover legal hold requests, your call recording solution needs to have a feature to preserve recorded calls no matter what. This should override standard retention periods, the deletion of a user or the expiration of overall storage periods.

11.Who can access recordings?

Access to recorded calls should be restricted to appropriate users for data protection, so your call recording solution should enable strict and secure permissions and team structures. Make sure you can group users into teams and control who can listen to recordings within a team. As standard, users should only be able to listen to their own recordings and users outside a team shouldn’t be able to access recordings.

12.How is access to recordings authenticated?

To ensure data is transmitted securely, access to recorded calls should be monitored and your call recording solution should employ stringent password policies and granular permissions that control user access to system features, functionality, and recorded data. For extra security, access to content should be via tokenised sessions.

13.Can you instantly retrieve recordings?

Often regulatory compliance requires instant access to data in order to comply with audits or other requests for information. All recorded calls should be instantly available to prepare for these kinds of situations. Cloud solutions are the ultimate solution – with recorded call data immediately available to replay, securely download, review, or delete on request.

14.Are your recordings time-stamped?

As part of regulatory audits, legal hold requests, or dispute resolution, organisations are often required to retrieve all calls from a specific time or date. Your recording solution should time-stamp all calls and allow search results to be filtered by date or time as well as user.

15.Can you pause and resume recording for PCI DSS?

Any organisations that take card payments over the phone will be familiar with the requirements of PCI DSS compliance. Certain payment card information is not allowed to be collected so your call recording solution must have the ability to pause and resume recording.

16.Does your call recording solution proactively mitigate risk?

Most industry regulations have been put into place in order to protect consumers and promote best practices. Your call recording solution can actually be a useful tool for proactive improvements and risk mitigation when it includes voice AI. When calls are transcribed, keyword searches can be put in place for the early detection of risky behaviour – deterring potential bad actors.

17.Can you securely export your data for visualisation?

Exporting voice data, securely of course, for analysis is another way to get a really clear picture of how your organisation is operating in order to reduce your level of risk. By visualising trends across a company, business leaders can get clear visibility over their operations.

18.Do you receive alerts for risky behaviour?

In order to respond to compliance risks instantly, you need real-time alerts to risky behaviour within your organisation. Using transcription, your call recording solution should provide the ability to create instant alerts for keywords specific to your industry or even your organisation. When these words are spoken during a call, managers or supervisors will receive an email warning them and giving them a link to the recording of the conversation in question.

19.Can you implement intuitive workflows and rule-based automation?

Automation shouldn’t stop at keyword alerts. To streamline processes within a business, your call recording solution should include an open API that allows you to create intuitive workflows and rule-based automation. These can automatically populate other business applications with call data for increased productivity and visibility across operations.

20.Can you ensure business continuity?

Business continuity really came to the forefront in 2020 and is a key component of any organisation’s risk and compliance management. Ensuring that your business can continue to operate securely, no matter where your workforce is based is essential. With remote working looking increasingly like it is here to stay, your call recording solution must not be confined to your office. Likewise with data storage. Ensure your voice data is protected by storage that will continue to operate securely, even in the face of unprecedented events.