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The language of global business

The language of global business

Blog Post News and announcements

As business becomes more and more international, the languages used to communicate only become more numerous. This globalised way of operating requires a multilingual approach.

With national economies fluctuating constantly, the dominant languages of business may change – and global companies will need to be prepared. As part of their international expansion, businesses should include language in their strategy.

In the same way that machine translation has improved accessibility online, machine transcription is facilitating global business. The intersection of machine learning and language translation is helping businesses across the world reach new audiences. Part of Dubber’s mission to bring voice AI to everybody is breaking down language barriers and allowing everyone to operate in their preferred language. Offering more languages for transcription helps us better serve businesses who operate globally.Good communication allows people located across the globe to exchange information and ideas and coordinate work and business operations. With remote work the new normal, business in the future may operate from different continents as standard. AI is facilitating this. Research in the US found that the introduction of machine translation increased exports by 10.9% and improved economic efficiency1.

Speaking your language

Not only is it important that your voice transcription solution supports different languages but also regional variants. While Spanish speakers from around the world might speak the same language on paper, there are many regional differences. Companies who operate in Spanish speaking areas including Puerto Rico and Mexico use Dubber’s services, and are supported by the regional transcription variants that we provide.

In order to offer the broadest possible range of languages to our customer base we use multiple transcription services – adding Google Cloud Speech-to-Text to our arsenal this year. Google and IBM Watson also help us to identify caller sentiment, including tone and emotion.

One of the key advantages of AI transcription is speed: AI can transcribe hours of recordings quickly – work that would take human transcribers days or even years. This makes machine transcription much cheaper than employing a human transcriber, or using the time of your staff to review calls. With voice AI able to detect keywords and analyse the sentiment of a call, the expertise of your employees can be saved for reviewing the tiny sample of calls identified as requiring attention.

rachel.ko@dubber.net | 01 Dec 2020
It’s time to end not knowing

It’s time to end not knowing

Blog Post

James Slaney is the co-founder of Dubber. Here he gives us an overview of how voice data can provide solutions to business problems.

There’s one piece missing from every organisation’s compliance and performance puzzle. Voice. And AI powered Unified Call Recording is the answer.

Today the majority of our business interactions are voice-based. And more than ever, those calls are happening outside of the call centre.

When those calls and conversations end, critical content and value is lost forever. Imagine losing the majority of your data every day.

Traditional approaches to call recording don’t work when calls are happening across devices and communication platforms like Microsoft Teams. Hardware costs, lack of scalability, insurmountable technical barriers, and compliance difficulties mean a new approach is needed.

Businesses are left not knowing.

With customers consistently choosing to contact brands over the phone, critical content and value is being lost every day. Businesses who aren’t capturing their voice data are left asking what their customers are saying, whether they’re satisfied, what the details of their orders were, and whether their records are up to date.

That’s why we created Dubber, the world’s #1 Unified Call Recording solution powered by the cloud and AI. It’s the only fully scalable and compliant solution that can be switched on with a click.

A data-driven approach to customer and employee experience is critical to the growth and development of an organisation, particularly In today’s hyper-competitive economy.

Unified Call Recording automatically captures every call and transforms conversations into tangible data through AI. Voice data can be used to power transcripts, real-time search, alerts, and sentiment analysis.

Only 36% of executives have real-time, highly integrated capabilities across all customer channels within their enterprise.

Data doesn’t stop with Dubber. The future of customer service will see one unified record of interactions across every channel, no longer requiring a customer to relay their entire history to each new representative they speak to. Why wait for the future? What if every customer call was automatically transcribed and logged within your company’s CRM application?

Using an open API, businesses can populate CRM tools with a unified record of customer interactions. Imagine every Salesforce record up-to-date with the most recent customer conversation: including the recording, transcript, and even customer sentiment.

The integration of business data is the foundation for superior data-driven customer experiences and compliance.

Together we can unlock the potential of voice data to power better business outcomes, enterprise transformation and business continuity.

julie.niesen@dubber.net | 17 Nov 2020
Satisfied or Dissatisfied?

Satisfied or Dissatisfied?

News and announcements

Customer experience starts and ends with customer satisfaction. But how do you know when a customer is satisfied or not?

Enterprises today measure customer satisfaction through a combination of anecdotal evidence and often slow reporting. Most see a significant gap between industry leaders and their peers. Leaders are moving to real-time and predictive views of customer experience.

And that’s where Unified Call Recording comes in.

A recent Walker Info report revealed that customer experience is overtaking price and product as a key brand differentiator. The report further shows that 86% of buyers are willing to pay more for a better customer experience.

At the core of these efforts is capturing every conversation with a customer in real-time, using AI to score the conversation sentiment, and presenting data in real-time – not just in dashboards but in every customer record.

This same data becomes the fuel for “Know Your Customer” – a key component of most global compliance mandates.

A Forbes Insights survey of 357 executives found that the benefits of data-driven customer experience are wide-ranging – including enhancing revenue generation and enabling cost reduction, as well as process efficiencies and quality improvements.

Unlocking happiness

The point of sentiment analysis isn’t just to know what was said, but to be able to do something about it. Modern Unified Call Recording platforms don’t just tell you how satisfied your customer is, they tell you how satisfied your employees are. Integrating employee experience is essential to improving customer satisfaction. Effective use of Unified Call Recording will tell you the real impact.

Recorded calls are an invaluable resource for training and quality control. Don’t throw your new staff into the deep end – show them what works well and what doesn’t during their onboarding by playing them real calls.

But don’t just take it from us, let one of our customers show you how they’re using voice data to optimise their customer experience.

A&E Auto Glass on Dubber

“The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes.”Eric Solheim, A&E Auto Glass

A&E Auto Glass are a family-owned business that has been working to provide the best windshield replacement experience for 17 years. We spoke to owner Eric Solheim about how A&E Auto Glass are improving customer experience with Dubber.

Dubber: What was the challenge that brought you to choosing Dubber?

Eric Solheim: We didn’t have call recording and wanted an affordable solution to help with dispute resolution, as well as to enhance our employee training. Our ultimate goal was ensuring customer happiness and accuracy in our communications.

D: How did Dubber help you solve this problem?

ES: Since deploying Dubber, dispute resolution has vastly improved with accurate records of conversations with customers. We know exactly what was said, which protects us against any future liability. We also use recorded calls to enhance our staff training to ensure that our customers are getting the best service with accurate information.

  • 50% increase in disputes resolved in favour of the company
  • 70 phones at the company
  • 98% accuracy of recorded calls

D: What was the process of going live with Dubber like?

ES: We have our telephony service with Cox so Dubber was a clear choice as it’s the best deal out there with our phone system. They aren’t just the best deal though; their solution works very well and we deployed it across all 70 phones in our business.

The results have been great, 98% of the time the call is perfect quality. The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes. Not only is the price reasonable, but the customer service is very helpful and quick to respond. I would definitely recommend Dubber!

rachel.ko@dubber.net | 17 Nov 2020
Dubber Commits to Join IBM Cloud for Telecommunications Ecosystem

Dubber Commits to Join IBM Cloud for Telecommunications Ecosystem

News and announcements

Dubber UCR & Voice Intelligence Cloud will help clients unlock benefits of IBM’s open and unified hybrid cloud architecture, built for the telco industry and delivering security, AI-driven automation and end-to-end service orchestration.

Melbourne, Australia – Dubber Corporation Limited (ASX: DUB) (Dubber) today announced it has committed to join IBM’s (NYSE: IBM) ecosystem of partners supporting the new IBM Cloud for Telecommunications. The IBM Cloud for Telecommunications is an open, hybrid cloud architecture designed to accelerate business transformation with the power of edge and 5G and address the unique requirements of operators, partner ecosystems and their enterprise clients. Built on IBM Cloud Satellite, currently in beta, and leveraging Red Hat OpenShift, clients can deploy cloud services anywhere: on the cloud, on premises or at the edge, while addressing industry-specific regulatory and security requirements.

Dubber’s Voice Intelligence Cloud will help Service Providers deliver next-generation Unified Call Recording and Voice AI Services on a unified cloud platform. Its Unified Call Recording™ (UCR) solution will integrate and be interoperable with IBM Cloud for Telecommunications and is designed to enable Service Providers to offer solutions critical to their customers addressing compliance mandates, improving sales and service performance and unlocking the possibilities contained within voice data.

“In simple terms, by leveraging IBM Cloud for Telecommunications, Dubber can help enable service providers to differentiate and create value from the conversations occurring on the network by making call recording and voice data as a service (VdaaS) ubiquitous and open,” said James Slaney, co-founder, Dubber. “All conversations can be captured in the Cloud and converted to AI-enriched data. Dubber will make it easy to capture calls – from traditional landlines to 5G services, and end-points provisioned by the Service Provider.”

“We are excited to collaborate with Dubber as part of the IBM Cloud for Telecommunications Ecosystem, to offer telecom operators access to the best technology that can help them scale and innovate.” said Evaristus Mainsah, General Manager, Cloud, Cloud Pak and Edge Ecosystem, IBM. “The power of IBM’s Ecosystem provides clients a wide range of ways to leverage the platform, positioning them to deliver next generation 5G and Edge services; deploy and manage new cloud capabilities; and enrich relationships through AI-driven engagement.”

The IBM Cloud for Telecommunications is engineered to integrate advanced AI and automation processes at the edge and speed services deployment while simultaneously reducing overall costs. With an open, container-based architecture managed as a service, operators and their providers will be able to easily integrate, automate and orchestrate how they run network and IT workloads across any environment. The platform leverages IBM’s industry-leading encryption capabilities like Keep Your Own Key (KYOK), giving clients full control of their data.

Dubber has committed to join the IBM Cloud for Telecommunications Ecosystem, an initiative to help network equipment providers, independent software vendors (ISVs), software-as-a-service providers, and hardware partners accelerate business transformation by unlocking the power of 5G and edge. The IBM Cloud for Telecommunications is an open, hybrid cloud architecture built on IBM Cloud Satellite, currently in beta, and leverages Red Hat OpenShift to enable clients to deploy IBM Cloud services anywhere: on the cloud, on premises or at the edge, while addressing industry-specific regulatory and security requirements. Red Hat OpenShift is the industry’s leading enterprise Kubernetes platform.

For more information, please contact:

Investors

Simon Hinsleysimon.hinsley@dubber.net

+61 (0) 401 809 653

Media

Terry Albersteinterry@navigatecommunication.com.au

+61 (0) 458 484 921

claudia.dickinson@dubber.net | 06 Nov 2020
Dubber Launches Global Channel Partner Program for Cisco Resellers

Dubber Launches Global Channel Partner Program for Cisco Resellers

News and announcements
  • Dubber on Cisco eliminates cost, complexity and risks of legacy call recording and unlocks possibilities of voice data at scale
  • Dubber Cisco Reseller Program includes access to market development funds (MDF), competitions, dedicated channel support, and access to incremental commission incentives

Melbourne, Australia, and Dallas, Texas, 2 December 2020 — Dubber today unveiled a Global Partner Program for Cisco and its resellers, supporting the recently announced availability of its Unified Call Recording (UCR) and Voice AI solution on major Cisco voice platforms. Dubber is the recording and data capture platform natively integrated into the Cisco Webex Calling Cloud Collaboration suite.

The only solution integrated and interoperable with Cisco Webex Calling, Dubber enables customers to address critical compliance mandates, improve sales and service performance, and unlock the possibilities contained within voice data. Integrated and interoperable with Cisco – and running in the Cloud. Dubber eliminates the need for costly hardware, services and lock-in contracts.

To support global customer demand, Dubber has launched a global channel program specifically for Cisco resellers that includes a dedicated portal, support programs and sales incentives.

“The integration of Dubber into the Cisco Webex Calling Collaboration suite is globally significant for Dubber and has fostered a commercial relationship that is second to none,” said Adrian Di Pietrantonio, Co-Founder & EVP, Global Channels and Alliances at Dubber. “For Cisco resellers and partners, selling UCR inside Cisco’s voice solutions creates great opportunities. It accelerates any partner’s time to market and increases revenue and customer retention, and speeds their customer’s time to outcomes. With this new partner program, we can break the limitations of application-specific legacy call recording and unlock the possibilities of voice data and AI across the most important Cisco voice services.”

The Dubber on Cisco Reseller Program includes competitions, access to significant market development funds, dedicated channel support, and access to incremental commission incentives. “We’ve made the Dubber on Cisco Reseller Program as simple and easy to access as Dubber itself,” added Di Pietrantonio. “Within hours resellers can be increasing total contract values, increasing commissions through Dubber benefits, rewarding team members for engaging in training, and differentiating like never before from the competition.”

Background:

  • Available for Cisco resellers, distributors or systems integrators (SIs) currently selling Cisco Webex Calling, Cisco Unified Communications Manager (CUCM) or Cisco Hosted Collaboration Solution (HCS)
  • Dubber is live and adopted as a core network service across Cisco’s Webex Calling, CUCM, UCM-Cloud, HCS, Broadworks and WX Carrier platforms
  • Access more information on Dubber on Cisco
  • Interested resellers can register to join introductory Dubber on Cisco webinars
claudia.dickinson@dubber.net | 01 Nov 2020
Disputes? Resolved.

Disputes? Resolved.

Blog Post Blog Post

The most important conversations happen over the phone: the deal you want to close, the urgent task that requires attention, and the complaint you want resolved. Unfortunately, unlike emails, there isn’t a paper trail that shows exactly what was said. Until now.

Get concrete evidence of what was said

Companies who do the majority of their business over the phone (did you know that 60% of customers prefer to call small businesses on the phone?) may struggle to find accurate proof of what was said between them and their customers. By relying on note-taking during a call, human error is inevitable. Without concrete evidence of the conversation, orders can be incorrectly fulfilled and customers can misremember what was discussed over the phone.

The solution to these challenges is a secure and scalable call recording solution that supports a businesses communications system – whether that’s fixed lines, hosted IP telephony, mobile devices, or solutions such as Microsoft Teams. With accurate proof of what was said, businesses can ensure better quality control in their order fulfillment and be better placed to resolve disputes. With AI transcription, it becomes even easier to find evidence of a conversation.

The ability to replay calls or refer to transcripts is only useful when they can be instantly retrieved. Keeping a customer waiting while you perform slow and painful SQL search just isn’t going to cut it in a world where everyone expects instant results. Businesses need to make sure they have real-time access to recordings for quick and efficient customer service.

Learn from unhappy customers

Recorded calls are also invaluable for staff training. Having real-life examples of what kind of calls to expect on the job prepares new employees for life in their role. Recorded calls can also be a great tool for the constant improvement of existing staff – especially with AI-powered sentiment analysis. Calls rated with positive sentiment can demonstrate best practice and can also highlight which employees should be rewarded for their excellent service, while those with negative sentiment can provide examples of unhappy customers and used to work out how to improve in the future.

Not only can recorded calls and their transcripts be useful for staff to refer to, they can also be a really useful tool for accurately sharing information. The ability to pass along a recording to a colleague in order to fulfil an order or solve a problem is invaluable, and recordings and transcripts can also be shared with customers for their information and reassurance.

But what about data protection?

Calls shouldn’t be made available to just anyone, and there must be security measures in place to ensure that files cannot be downloaded and shared with anyone outside the relevant parties. The most secure method of sharing recordings is with expiring links that can only be accessed by the intended recipient. These should prevent playback after a set time period, or a certain number of replays. Call recording solutions should always have access permissions to ensure that calls can only be played by appropriate employees, or supervisors only.

Case study: Dose Moving and Storage

Dose Moving and Storage is a family owned business that provides moving and storage solutions. We spoke to founder Marilee Dose about the company’s experience using Dubber.

Dubber: What was the challenge that brought you to choosing Dubber?

Marilee Dose: We wanted a record of all of our conversations with customers for improved dispute resolution, quality control, and training.

D: How did Dubber help you solve this problem?

MD: Recording our calls not only gives us concrete proof of what was said to customers, we can also securely share recordings with them so they can refresh their memory. This has been invaluable when disputes with customers arise. The ability to replay conversations has been instrumental in improving quality control within the business and we have also used recorded calls to enhance our staff training.

D: What was the process of going live with Dubber like?

MD: Dubber is very user friendly and reliable. We found the portal easy to use and we had the peace of mind that every call was automatically recorded and could be retrieved instantly.

If you’d like to learn more about how businesses are improving dispute resolution with Dubber, speak to a member of the team today.

julie.niesen@dubber.net | 28 Oct 2020
Dubber unveils unified call recording and voice AI solution for Microsoft Teams.

Dubber unveils unified call recording and voice AI solution for Microsoft Teams.

News and announcements

Automatically record and transform every conversation on Microsoft Teams into rich voice data for compliance, CX, evidence and performance improvement

Eliminate the cost, complexity and risks of legacy call recording and unlock the benefits of voice data at scale

Dubber unveils global channel program for Microsoft Channel Partners & Resellers

Dubber Corporation Limited (ASX: DUB) (Dubber), today announced the global launch of Dubber Unified Recording on Microsoft Teams, supported by a new and tailored global channel partner and reseller program.

Unified Call Recording is a first of a kind capability for Microsoft Teams enabled by Dubber’s unique ability to capture any conversation – voice or video — on Microsoft Teams in the cloud – and to aggregate recordings, data, insights and alerts from service provider and unified communications platforms, compliantly, in one place.

Microsoft Teams is one of the world’s fastest growing team collaboration suites, and has over 75 million daily active users. Dubber allows Teams customers to automate voice recording at scale from any device with no need for hardware. Unified call recording and voice AI are a key enabler of compliance, customer satisfaction and sales performance – delivering real-time insights, sentiment analysis, alerts, beautiful transcriptions and more.

Dubber announced an extensive global channel partner program for Microsoft partners including partner incentives with support, deployment, and training resources.

“COVID has dramatically accelerated the demand globally for unified communications solutions”, said Steve McGovern, CEO Dubber. “As workforces have dispersed and network end-points multiplied the demand for automated call recording at scale has become essential to addressing regulatory requirements and enterprise-wide visibility. With Dubber supporting Microsoft Teams via our global platform, users can activate recording immediately in the cloud – eliminating the need to build solutions or buy hardware.”

McGovern added, “Microsoft Teams customers and resellers now have access to the industry leading platform used by over 140 service providers worldwide. It’s now possible to unify call recording on these networks and Microsoft Teams into the centralised Dubber Voice Intelligence Cloud. Our integration with Microsoft Teams advances Dubber as the preeminent and de facto cloud-based unified call recording solution for communications providers – and as a source of differentiation and value for resellers globally.”

Background, Dubber on Microsoft Teams:

Available for order now from Dubber and registered Dubber resellers & partners

Dubber is live and can be easily activated on Microsoft Teams

Flexible plans start as low as AU$9.95 per month.

Dubber for MS Teams currently supports Voice Unified Call Recording (UCR) with Video and Screen Share UCR to be available in December 2020.

Access more information on Dubber on Microsoft Teams.

Interested resellers can register to join introductory Dubber on Microsoft Teams webinars.

About Dubber:Dubber is globally recognised as the Cloud Call Recording and Data Capture platform for Communications Service & Solution Providers and as integral to their Unified Communications offering. Dubber’s unique technology enables call recording to be delivered as a service and turns voice calls into data enabling broad-reaching AI services to be deployed at scale directly from a Carrier network – or from inside a Solution Providers infrastructure. Dubber services are presented either in the brand of the Carrier or as Dubber products. Founded in 2011, Dubber is headquartered in Melbourne, Australia, with operations in the USA and Europe.

Trademark reference: “Microsoft” and “Microsoft Teams” are registered names and trademarks or trademarks of Microsoft, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.

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

For more information, please contact:

InvestorsSimon Hinsleysimon.hinsley@dubber.net+61 (0) 401 809 653

MediaTerry Albersteinterry@navigatecommunication.com.au+61 (0) 458 484 921

aleksandra.domagala@dubber.net | 21 Oct 2020
FCA: bankers should record all work calls at home

FCA: bankers should record all work calls at home

Blog Post

Accurate records of voice conversations – and their related data – are crucial to fuelling financial services compliance. Best practice extends beyond direct regulatory mandates to how data is stored and captured.

Current call recording solutions on applications and devices fail to address the full spectrum of compliance requirements faced by financial services organisations. Their approach to data retention and security increases risks rather than meeting the challenges set out by regulators.

The solution is Unified Call Recording which takes place inside service provider networks and popular solutions such as WebEx Calling and Microsoft Teams. And, as a bonus, enterprises can eliminate the costs of legacy platforms.

Risk and compliance managers who want to take a more proactive approach to meeting regulations and engendering trust in their customers will be looking for more than basic record keeping solutions. Providers need to be offering AI, transcription, real-time search, automated alerts and APIs as standard. Here are six critical features that should be considered in any compliant call recording solution.

Six critical features every financial services organisation should look for

Retention periods

Regulations such as the GDPR state that organisations must not keep data for longer than is necessary for the purpose the data was obtained for. It is best practice to not keep personal data for longer than is necessary and businesses need to be able to justify how long they store personal data. Financial services institutions require the ability to set retention periods in order to define the length of time that recorded calls are stored for, and to automate their deletion once this time period has been reached.

Unlimited secure storage

Is your data being stored with market-leading AES-256 encryption? Industry leading security practices are crucial. Most legacy call recording solutions require on premise storage at an incremental cost to the service and the more you store, the more it costs. By using Universal Call Recording and storing data in a Voice Intelligence Cloud, enterprises benefit from infinite storage at no additional cost – all provisioned with a click. And, by deploying the platform across dedicated regional data centres with geographic redundancy, organisations can be assured of data sovereignty.

Access permissions

In order to protect data, financial institutions need to ensure that they can restrict access to personal information such as recorded calls, depending on the role the user has been allocated. Depending on the information security policy of the firm, not every user whose calls are recorded should have access to them, or may only be allowed to listen to their calls and nobody else’s. Administrator permissions should be available so that supervisors and management with appropriate authority can access recordings.

Instant retrieval

Audit and compliance investigations require real-time access to data. Legacy call recording platforms depend on SQL searches often taking many minutes to render results. Instead, require that your Voice Intelligence Cloud provides immediate and secure access to all recordings – with search delivering results in real-time. Users should be able to search for calls using data including the date, time, and call participants. By choosing a solution with added voice AI, recorded calls can even be retrieved by searching for words spoken during a conversation. All recordings should be available for instant retrieval, playback, and secure download, with appropriate permission settings.

Call metadata

Compliance with financial services regulations relies on transparency, so call recording solutions should include call metadata alongside each conversation for a detailed record of customer interactions. This provides full transparency in the case of a request for information from a regulator. Ensure your solution provides rich call metadata – including timestamps on conversations – to allow for quick and easy search and retrieval of information. This gives firms the upper hand in compliance and risk management. Voice AI that can detect keywords and send tailored alerts to management makes it quicker and easier to detect and deter suspicious trading activities to prevent penalties from regulators.

Legal hold

Legal hold is an important feature that allows users to tag single or multiple recordings as held. These recordings can be played, downloaded, and shared as any other recording; but cannot be deleted under any circumstances. Held recordings remain even after their retention period expires, if the user associated with that recording is deleted, or if the storage period expires. This ensures that recordings required for legal reasons will always remain available for review.

julie.niesen@dubber.net | 02 Oct 2020
Six ways Resellers win by creating value for customers

Six ways Resellers win by creating value for customers

Blog Post

This week Russell Evans, Dubber’s global head of sales and channels looks at the most common challenge faced by resellers today – how to maximise revenue and reduce the prospect of churn in the booming demand for communications services.

Resellers of communications services – from mobile and SIP connections to UC, Teams, and more – have seen a Covid-driven boom in demand for services. The shift to the Cloud has been matched by an equal demand for data enriched AI to automate processes, gain extra functionality, and work more efficiently. Resellers that can demonstrate not simply the efficiency of the connection but also how to extract more value from every connection are winning more and seeing less churn.

So what does the new reseller playbook for resellers look like?

  1. Sell more than the utility and connection: What if the content created in every conversation was a source of insights and alerts? Unified Call Recording – available on the products you are selling today does just that – it converts the conversation to data to create beautiful transcriptions, sentiment analysis, real-time search and more.
  2. Create more value: That data becomes a source of immense value for your customers, ending not knowing what was said across the business. Sales leaders get an immediate read on every customer’s conversation. Customer service leaders can understand customer sentiment in real-time. Compliance managers get a secure and protected record of conversations and can instantly be alerted as to when to undertake investigations.
  3. Differentiate your offering and increase your value: While others sell Apps and connections, you are now differentiated, exposing the value of every conversation across the business. You stand-out because you are talking to the business outcomes the solution is meant to drive. Your relationship with your customer is elevated, driven by your ability to create quantifiable business benefits. You will occupy the space of trusted advisor for your clients.
  4. Unlock the power of voice data: Call recording helps businesses meet their compliance mandates, but it does so much more. Customers are crucial for any sustainable business. Voice data helps them gain greater visibility of transactions taking place within their business, and it provides the data for customer service employees to help with dispute resolution, leading to reduced churn and improved customer experiences.
  1. Target the burning needs: Every Enterprise in regulated industries – and most undertaking crucial conversations in which orders are taken, material information exchanged and issues are resolved – have a requirement to both record calls and manage voice data in compliant ways. Unified Call Recording isn’t just a way of selling more to your existing customers, it’s a natural add-on to every new connection.

Fuel big data: Big Data only captures a small proportion of data generated by a company. While companies have seen the value of big data, they are missing out on a huge chunk of data that is left uncaptured from voice calls. Imagine the value of combining both online and voice data to gain a holistic customer picture. Businesses can use these insights to inform new product lines, aid in cross-selling, and gain a better understanding of the reasons behind their customer’s decisions. Exporting this data to visualisation tools such as Google Data Studio, makes it easier than ever to extract these insights. More and more businesses are realising this, and using this voice data intelligence to gain a competitive advantage.

rachel.ko@dubber.net | 02 Oct 2020
The biggest compliance issues affecting the financial services industry

The biggest compliance issues affecting the financial services industry

Blog Post News and announcements

1. Regulatory change and political uncertainty

Regulations are continuously changing and, particularly as many financial services organisations operate globally, it can be difficult to make sure that measures are in place to comply with evolving requirements. With Brexit deal negotiations continuing and the exit date rapidly looming, financial institutions who deal with clients in the UK and the EU will be facing uncertainty when it comes to compliance.

Recording information is a key requirement for the majority of financial regulators around the world. There are varying standards depending on the country of operation, such as the US Generally Accepted Accounting Principles or the International Financial Reporting Standards, meaning that recording information can use vast amounts of company resources.

The solution to record keeping compliance worries is an agile call capture service with no limits on storage. Financial services organisations can record their calls and store them for as long as they need to – keeping them for 5-7 years to comply with regulations such as MiFID II at no extra cost.

2. Data protection and cybersecurity

With sensitive information being shared with banks every day by customers, data protection is a key challenge for banks. Regulations such as the GDPR can result in fines of up to 4% of annual turnover for firms that fail to comply with data protection laws. Not only is data protection a legal requirement, banks can leverage their information security policies to engender trust in their customers.

Cybersecurity is at the forefront of the minds of risk and compliance managers, as they work to protect the vast amounts of sensitive information that financial institutions process. Further regulations such as PCI DSS and SOX require formal data security policies, communication of data security policies, and consistent enforcement of data security policies.

Advances in cloud technology can really help with the burden of compliance, with secure and geographically redundant data centres ensuring the safe processing and storage of consumer conversations. Data can be encrypted and access can be restricted to reduce risk.

Data also provides a unique opportunity for financial service providers to learn more about their customers and improve products and processes within their organisations. The unstructured data held within customer communications can initially seem inaccessible, but with voice AI it can be transformed into actionable intelligence that can fuel business decisions.

3. Fintech disruptors

Established banks are beginning to feel the threat of newer, more agile players within the financial services industry. The introduction of open banking in the UK has made it even easier for fintech disruptors to lure customers away with easier switching and more competitive offerings. This initiative was introduced by the government to encourage competition in an industry that has previously been dominated by a handful of powerful institutions.

Traditional banks are realising that they will need to innovate, and embrace technology that will allow them to become more agile. This extends to compliance, where technology can facilitate adaptation to changing requirements and create a more proactive approach to risk mitigation. This forward-thinking culture of compliance utilises AI to perform in-depth data analysis to provide insightful reporting that can identify and minimise risky activity. With automated reports and customisable alerts, supervisors and managers can reduce undesirable behaviours without increasing their workloads.

Embracing the potential of technology gives financial institutions the ability to differentiate themselves from the competition and win the trust of their customers by demonstrating their commitment to risk management and data protection.

4. Minimising risk

Regulations put on financial services organisations largely focus on transparency in their aim to increase trust and protect consumers. With adequate data gathering and surveillance capabilities, firms can identify and minimise violations such as insider trading.

A recording solution that can track and timestamp conversations, and allows for quick and easy search and retrieval of information will give firms the upper hand in compliance and risk management. Voice AI that can detect keywords and send tailored alerts to management makes it quicker and easier to detect and deter suspicious trading activities to prevent penalties from regulators.

Talk to a member of the Dubber team to find out how our services can ease the burden of financial compliance.

rachel.ko@dubber.net | 01 Oct 2020
Financial compliance during Covid-19

Financial compliance during Covid-19

Blog Post News and announcements

Regulatory drivers such as MiFID II and the Dodd-Frank Act require the secure and accurate recording and long-term storage of conversations relating to financial transactions. Where once on-premise call recording that captured conversations made on fixed lines in an office were a partial, and expensive, solution to this directive, with many people working from home, they no longer offer full compliance coverage.

While web- and app-based recording may seem like a solution to this problem, these options can come with risks of insecure storage and can’t provide the instant discoverability required by regulators. The only way to record every conversation from a dispersed workforce is to find a solution that can record every call, no matter where it takes place.

Unified Call Recording enables organisations to meet compliance requirements by collecting and storing voice data at scale and across devices and channels. By recording directly from the service provider network, organisations can record calls not just from fixed lines but from mobiles and any IP connected device. It doesn’t matter where in the world employees are working from, the company can rest assured that their conversations will be accurately captured and securely stored in the cloud.

All voice data is protected with AES-256 encryption and is stored in regional data centres for sovereignty. There aren’t any limits on recordings or storage. Businesses can capture as many minutes of calls as they need and store them for as long as their compliance requirements specify. They can even set a limit on their data retention so that recorded calls are automatically deleted. This prevents businesses from holding on to old or outdated data for too long and ensures the information they have is relevant.

Compliance box ticked: what’s next?

Financial services organisations are looking for a solution that will reduce the cost and complexity of meeting compliance requirements. But as well as ticking the box for the compliance basics, they want to go above and beyond to ensure that their organisation is operating effectively.

What if their call recording solution could do more than just capture conversations? What if it used AI to allow a business to conduct its own investigations into employee conduct? What if AI transcribed each and every call, allowing users to search for a recorded conversation by a single word that was spoken?

Automation is the future

When every recorded call is transcribed, there is an accurate record of what was said that can be referred to in the event of an investigation. But this is just the beginning. Transcription can automate processes that can enable a more proactive examination of company practices.

Organisations can identify keywords that indicate policy breaches and create early warning systems through automated alerts for such keywords. Emails can be sent to supervisors to warn of suspicious activity and, through an API, these actions can trigger processes in existing business applications. Transcription also facilitates keyword search, allowing users to find conversations based on a word spoken during a call – just like an email.

Transcribing speech to text also opens up huge opportunities to learn more about an organisation’s customers and also their internal processes. Voice data can be exported to be integrated with other business data to get a 360º view of a company – allowing for analysis within business intelligence tools to identify trends and opportunities for improvement.

Get in touch with a member of the team to find out how financial services organisations are getting the compliance and performance edge with Dubber.

julie.niesen@dubber.net | 11 Sep 2020

Five questions with James Slaney

Blog Post

James Slaney is co-founder of Dubber and General Manager of Product.

1. How do you think data and analytics will change the way customers interact with their clients?

With the impacts on business we have seen from COVID, encouraging customer loyalty is more important than ever. Companies that want to provide consumer-centric products and services will be looking to analytics to inform every business decision.

An example of how voice data can be used is through sentiment analysis. Calls can be analysed to detect customer emotions, allowing businesses to use this data to identify opportunities for cross-selling or new sales, as well as identifying potential churn risks. By distilling vast amounts of call data, businesses can gain a more accurate reflection of general customer sentiment than, for example, customer satisfaction surveys. Understanding these potential risks and opportunities can be lucrative for businesses who want to put the customer at the centre of every business decision.

2. What are the major compliance issues impacting the use of call recording applications?

With regulations governing a variety of industries, and businesses increasingly operating globally, compliance is a key issue for many companies. Secure storage is a top priority when complying with regulatory frameworks, and this needs to scale to meet the 5+ year requirements of legislation such as MiFID II. Businesses can struggle to meet the high demands of regulations. On-premise solutions, and even some cloud providers, are unable to offer long-term storage that ensures businesses are compliant. Concerns about running out of storage space, data leaving the European Economic Area, or a lack of functionality such as audit logging, can mean businesses risk fines. When businesses are looking for call recording solutions, they need to ask themselves, does the call recording solution offer unlimited storage? Does it comply with global compliance standards? Can it provide back-up storage options for outages? How easy is it to set up? Is recalling specific records easy so the cost of ad hoc requests is kept to a minimum?

3. Where do you see the biggest opportunities for resellers today?

As Enterprises are seeing the importance of data, it’s possible for them to collect more data than they know what to do with or can practically use. Limited time and resources mean that, unless they are given the right tools to help segment and analyse data, any sustainable, repeatable business value that can be gained from data will be lost. This is where we see the biggest opportunities for resellers today: being a trusted advisor for businesses looking to access and understand their data. Analytics, powered by AI, offers businesses a way to extract value from the huge amount of data available to them: allowing them to improve their decision making through actionable insights.

Our most successful partners are able to show customers how an open API can allow for integrations with other products – like Salesforce – to make finding the value in data even easier. By demonstrating integrations with data visualisation tools such as Tableau, even customers with little experience of data science quickly see how easy it is to spot trends in the data they are collecting and how these can inform their business operations.

4. What kind of innovations would you like to see in 2021 and beyond?

Voice data and AI will become a natural part of understanding what is happening in every corner of a business – listening to phone calls is going to seem as outdated as receiving a fax. Advances in language technology will give us the ability to find meaning in voice data in ways that seemed like science fiction only a few years ago. Insights from voice AI are not only something that will drive better business decisions in customer-facing businesses and call centres. We will be able to use deep insights from calls to places like emergency services and COVID-19 helplines to help with decision making that will directly affect people’s lives.

5. Where do you see the future of voice data intelligence?

In today’s data-driven world of business, voice data is becoming more and more important. As organisations begin to realise the power of voice data, they are turning to unified call recording to help them harness that valuable call data they receive every day. Significant development has been put into voice-to-text transcription, and this is only going to improve as automatic speech recognition models are trained to understand more languages, dialects, and accents. It’s not only what was said that is important, but how it is said. Sentiment and tone analysis are areas of further development, allowing businesses to truly understand how their customers feel about them. These innovations give rise to a whole host of business use cases: from churn prevention through the early detection of unhappy customers, to product development by identifying trends in customer needs.

julie.niesen@dubber.net | 11 Sep 2020